Early Resolution Officer

4 days ago

Vancouver, Canada University Canada West Full time

**Employment Category**:Full Time, Fixed-Term (1 year)

**Location**: Vancouver, BC (Hybrid)

**Reports To**: Ombudsperson

**Primary Purpose**

The Early Resolution Officer will be involved in resolving conflict to guide, empower, and support effective resolutions of student issues before students engage in formal appeal processes. The Officer will develop student educational training programs and resources to promote consistent and fair administrative decision-making practices based on the principles of procedural fairness.

**Specific Responsibilities**

The Early Resolution Officer will, at various times, be responsible for the following as well as other related duties as assigned to support UCW's business objectives, mission, and purpose:

- On a daily basis, respond to student inquiries, conduct intake, and effectively identify issues to determine a course of action for resolution based on sound interpretation of university policies and procedures that support procedural fairness.
- When possible, work with students, staff, and faculty to facilitate discussions towards early informal resolution. Guide and refer students to other university resources as applicable.
- Act as a resource to the University community on matters related to student services including all academic and non-academic policies that impact students.
- Effectively manage a caseload of complaints using the Office’s case management system, prepare files for investigation, and assist the Ombudsperson in identifying trends and systemic issues.
- Maintain an accurate record of student contacts and faculty concerns, within the guidelines set out in the Office of the Ombudsperson.
- Ensure & maintain confidentiality and administers the privacy and freedom of information privacy regulations and handle sensitive issues with tact and diplomacy.
- Meet with students to ascertain the nature and scope of their concern and advise students on how to proceed under university policy.
- Provide advice, support, and information in a professional manner to students seeking information and guidance concerning student complaints (information about process), appeals and concerns.
- Proactively respond to student requests, provide recommendations, and identify opportunities to enhance student resiliency and problem-solving skills.
- Redirect inquiries and refers to other on and off campus services, as necessary.
- Together with the Ombudsperson, develop and implement a procedural fairness training program to support fair and consistent administrative decision-making.
- Promote the services of the Office through attending and participating student engagement and outreach events and activities.
- Collaborate and provide advice to faculty, staff, and other administrators in developing and implementing interventions and programs that reduce policy violations and meet the needs of students.
- Perform other duties related to the qualifications and requirements of the position.
- Attend meetings and work in collaboration with student programs and/or committees on student related activities and events on and off campus.

**Position Requirements**

Competencies:

- Good judgement, diplomacy, discretion, and sensitivity embedded in cultural competency.
- Strong research, analytical skills to evaluate evidence and problem-solving skills to for early resolution of complaints.
- With proven communication, facilitation and influencing skills and can clearly present and communicate complex information verbally and in writing across multiple levels.
- Ability to manage a caseload, prioritize and organize work effectively, manage multiple high priorities and deadlines, and maintain detailed records.
- Student-focused, have an aptitude to make connections, support, and guide others.
- Possesses exceptional time management, organizational and multi-tasking skills to thrive in a busy work environment.

Education and Experience:

- Successful completion of post-secondary degree program (Bachelor’s, Masters) preferably in the social sciences or in a related field.
- Minimum 3 years recent experience in providing intake, complaint handling and resolution services.
- Experience interpreting legislation and policy related to university academic and non-academic policies and procedures.
- Expertise in alternative dispute resolution and mediation techniques.
- Knowledge of principles of natural justice, preferred or has the ability to learn and acquire knowledge of all university related policies and procedures.
- Has the experience in delivering professional presentations.

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