Program Assistant - Student Services

University of British Columbia•Vancouver, BC

3d•Onsite

About The Position

This position is responsible for a full range of front desk reception services and student service processes for the Centre for Accessibility. The incumbent will coordinate and manage projects and processes that support academic accommodations for students with disabilities. These services/processes include Early Alert, appointments and providing referral information as appropriate; appointment scheduling; phone inquiries; data entry and file management. The incumbent provides administrative support for the Centre for Accessibility staff and has a responsibility for a wide range of general office clerical functions. Duties range from complex to routine and include maintaining a highly confidential client record-keeping system, correspondence, communications, project tracking and coordination, organizing meetings and supplies ordering. This position requires a thorough knowledge of Accessibility Advisor activities as well as other programs within the unit such as exams, student assistants hiring, alternate format production and Canada Study Grant funding. The incumbent should be comfortable directing queries to different campus resources as required. This position also requires good judgment, the ability to work independently in a complex and high paced environment, a high level of interpersonal skill, the ability to respond with tact and sensitivity to highly distressed students, the ability to make decisions at times of high stress using analytical and situational methods. This position requires the ability to successfully manage a large amount of administrative responsibility while responding in a calm, caring and professional manner to student needs.

Requirements

High School graduation, plus one year of post-secondary education, plus four years of related experience, or an equivalent combination of education and experience.
Willingness to respect diverse perspectives, including perspectives in conflict with one’s own
Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Nice To Haves

High School graduation and 1 year post-secondary education.
4 years related experience or the equivalent combination of education and experience.
Ability to maintain accuracy and attention to detail.
Ability to anticipate problems and issues and plan ahead.
Ability to accurately maintain appointment calendars, and schedule appropriate appointments.
Ability to efficiently and effectively coordinate tasks.
Ability to accurately create and maintain records.
Ability to respond appropriately to inquiries in person, on phone, and in writing, and make appropriate referrals.
Ability to communicate effectively verbally and in writing.
Ability to accurately process Canada Study Grant applications and receipts within required timelines.
Ability to deal effectively with a diversity of people.
Ability to exercise tact and discretion.
Ability to exercise sound judgment.
Ability to deal with people in a courteous, calm manner.
Ability to supervise student employees for an extended duration when the exam coordinator(s) are out of the office or during peak periods.
Experience working in a customer service environment is required.
Experience working with people with disabilities and in a university environment an asset.

Responsibilities

Coordinates work processes, establishes work schedules and priorities, and resolves complex issues.
Provides excellent, seamless and accessible reception service, and provides customer service to clients as required.
Works collaboratively within a service team context to ensure high standards of service provision.
Handles complex customer service complaints or inquiries, and implements corrective actions or identifies processes and systems that require improvement. Makes recommendations for changes.
Responds consistently in a calm, caring and respectful manner to students presenting with a wide range of levels of distress and complexity of concern.
Multitasks effectively in a very high paced work environment.
Determines the urgency of requests for services and works closely with colleagues to coordinate a smooth flow of clients for drop-in periods in order to maximize student access to resources.
Schedules advising appointments and registers exams utilizing several systems such as SIS, Clockwork, Outlook and DTM tables.
Responds to requests for information, schedules appointments for clients, assists with crisis intervention and connecting clients with appropriate staff.
Coordinates the Accommodation Letter project. This includes verifying and updating over 1600 accommodation letters each year using the UBC Student Information System prior to the beginning of each academic year. This work is very time sensitive and requires collaboration with advising staff on unique circumstances. Progress must be accounted for and kept in line with deadlines.
Ensures that reception and waiting room space are well maintained and make certain that office supplies, information materials and new client packages are stocked.
Requests for approval and liaises with our communications coordinator to update digital signage information.
Organizes and coordinates several QPR (Question, persuade and refer) Suicide prevention training sessions each term. This includes confirming dates, locations, time, trainers, attendees and requesting feedback after the session.
Administers the entry of Early Alert requests from the UBC Case Managers. Timely submission into the OAMS database is key to ensure all appropriate parties are aware of potential risks with a particular client.
Performs data processing and prepares statistical reports.
Prepares reports that reflect year to year changes in new and returning client appointment bookings.
Tabulates responses for workshop programs and educational events.
Participates in the development of office procedures.
Maintains our all-in-one work center for printing, copying, scanning, and faxing. Performs routine repairs (fixing paper jams, adding toner and paper), and calls for service when required.
Maintains the schedules of advisors and reschedules as needed for unexpected absences or events.
Organizes and arranges meetings, facilities, workshops and other functions (i.e. preparing and organizing information packages for meetings, workshops and special events, recording and preparing meeting minutes).
Supports planning, implementation and review of office administrative tasks.
Educates new staff about current office procedures and operations. Assists staff in identifying and correcting problems related to office operation policy and procedures.
Develops and delivers orientation and training of new staff in administrative office practices and procedures, as well as providing refresher training sessions as requested.
Attends and takes minutes at staff meetings as required.
Screens and responds accurately to a variety of in-person, written and oral inquiries of an interpretive nature and provides referral information for students as appropriate. Provides accurate and clear information to the public, students and the university community regarding the Centre for Accessibility services as well as other campus resources.
Develops and maintains a correspondence tracking system including pending and follow-up actions, independently answers correspondence of both a routine and non-routine nature, ensures M&P and other CUPE staff are kept informed of relevant correspondence.
Obtains and discloses confidential and sensitive information as appropriate, determining appropriate course of action, resolving details of unusual situations in the absence of established guidelines.
Responds to urgent and immediate requests calmly and effectively
Assist in the implementation of the departmental communication plan, maintaining accurate and current content on the Centre for Accessibility website and ensuring department promotional material is consistent and cost effective.
Liaises with various student accommodation programs within the Centre for Accessibility to prepare Canada Study Grant requests for the Ministry of Education. This position is responsible for reviewing student eligibility by verifying loan and permanent disability status, confirming requested services and finalizing submission amounts. This position is responsible for creating, reviewing and submitting the request. Funds are received via check and this position must also organize communication and follow up to ensure students sign over checks back to the Centre for Accessibility for deposit. Communicates with the Ministry of Education to confirm submission and provide information as required. Funding allocation can be as much as $90,000.00 per academic year.
Reconciles CSG receipts and back up documentation to ensure funding can be requested for the next term. Follows up with clients to get confirmation signatures. Receipts confirming services were rendered, as indicated on the initial request, are required by the ministry. This position is required to complete the receipt forms by reviewing student assistant hours, getting appropriate signatures and submitting the document. Only when documents are received by the ministry will they allow for future submissions for the same student.
Completes bi-weekly payroll for approximately 180 hourly student assistants
Works with the student assistant coordinator to hire approximately 1000 salaried student assistants through the UBC HRMS system each year. This involves following up with students to ensure appropriate information and international paperwork is submitted.
Prepares various requisition documents for review and submission. This can include payment for travel, personal expenses or transfer of funds between departments.
Provides support for the accommodated exams program which proctors over 12,000 individual exams each year.
Support includes lunch, flex day, vacation and sick day coverage as well as dual-coordination during formal exam periods.
Provides training and supervision for approximately 60 senior student assistants.
Complex communication with advisors, instructors and students to ensure appropriate accommodations are provided.
Proficiency with our online exam management system to book, schedule, allocate and collect exams.
Ensures that office operations are effective and meet or exceed University and professional guidelines.
Performs other duties as related to the requirements and qualifications of the position and as required.
Supervise the work of the student assistants (60+) and Work Learn students throughout the year.