Job Title

Job Category

Job Profile

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Department

Compensation Range

The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Job End Date

Posting End Date

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career. 

Job Summary 

The Advisor, Communication Operations is responsible for the day to day management of the Communication Operations team, including, coaching, performance oversight, general staff supervision, hiring and supporting with staffing needs. The role provides leadership and mentorship to ensure a high standard of service delivery and adherence to established protocols. The position is responsible for auditing and improving operational processes and procedures, internal systems and controls.. The Advisor collaborates with departmental stakeholders to identify opportunities to streamline workflows, enhance system efficiency, support the optimization of security related technologies and ultimately develop relevant departmental policies to ensure alignment with the university business continuity planning requirements.

This role is accountable for maintaining operational readiness, service consistency, and implementation of process improvement initiatives supporting UBC Community Safety goals. The Advisor supports the Systems and Infrastructure team and works closely with the Manager, Systems and Compliance on matters related to system workflows, technology processes, and operational alignment.

Organizational Status

The Advisor, Communication Operations reports to the Senior Manager, Community Safety Operations and works closely with the UBC Community Safety leadership, as well as internal and external partners. The role exercises independent professional judgement in operational, administrative, and system level decision-making that directly influences campus wide safety and security workflows.

Work Performed

Team Leadership

• Oversees all operations and administrative functions of the Communication Operations Team

• Develops, communicates and implements administrative and operational strategies to support the goals of the department

• Oversees the supervision and operational management of Communication Operations staff

• Responsible for overall recruitment, revision of job description and staff duties, discipline and termination of communication operations staff, and ensuring adherence to relevant legislation affecting the workplace (e.g. Employment Standards, Human Rights Code) and the provision of the collective agreement

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• Regularly consults with and provides operational expertise to the university and department, and external agencies

• Coordinates overall delivery of Communications Operations Centre services, responding to changing circumstances and monitoring client satisfaction.
  

Compliance Support

• Develop frameworks and controls to ensure compliance with UBC policies, FIPPA, regulatory requirements, and industry standards related to communications and dispatch functions.

• Support audits and compliance programs, ensuring protocol adherence for CCTV use, radio communication, and emergency response procedures.

• Conduct regular risk assessments related to communication processes and technologies, identifying vulnerabilities and areas for improvement.

• Ensure all documentation and records related to communications and dispatch operations are accurate and meet compliance standards.

• Oversees the UBC Policy SC16 Safety and Security Camera operator audit program.
  

Systems Projects and Innovation

• Works with IT and system administrators to identify gaps in radio, alarm, access control, and dispatch technologies, and recommends upgrades.

• Collaborate with the UBC Community Safety - Applications Specialist to optimize communication data integration with broader security systems for efficiency and reporting.

• Identify inefficiencies in current workflows and propose solutions to optimize processes.

• Monitors performance of security systems and dispatch workflows, reviews key performance indicators to identify inefficiencies and recommends improvements to enhance operational effectiveness.

Consequence of Error

The Advisor, Communications Operations, is expected to make decisions with limited consultation. Decisions about policy and resource implementation can have a direct impact on the security of staff, students, faculty and others on campus, as well as university property, including irreplaceable artifacts and antiquities and sensitive materials. Actions can have a direct impact on the productivity of operations, including cycle time reduction, service failure, cost reduction and the reputation of the university. Given the direct operational responsibility, decisions have the potential of impacting the culture, environment and morale of staff within the unit.

The incumbent must effectively manage complex situations and exercise sound judgment to ensure tasks are completed appropriately, while consistently demonstrating tact and discretion. Inadequate management of operations could adversely impact the safety and security of the campus community.

Supervision Received

The Advisor, Communication Operations, works independently with considerable autonomy, under the guidance of the Senior Manager, Community Safety Operations. Consults with other Managers and Senior Managers within the UBC Community Safety department for coordination and prioritization.

Supervision Given

The Advisor, Communication Operations, manages the Communications Operations function, within the UBC Community Safety program, including oversight of the Communications Operators.

Minimum Qualifications

Undergraduate degree in Criminology, or Psychology or the equivalent. Minimum of two years of experience in security and personnel administration.

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.

Preferred Qualifications

Demonstrated working knowledge and experience in the operation of security software applications and systems.

Experience with system configuration, implementation, and maintenance for software and applications

Proven ability to conduct needs analyses, plan, organize, manage, monitor, complete and evaluate projects within allocated time and resources for projects involving multiple stakeholders.

Collaborates effectively and works productively in a team environment, contributing to shared goals and supporting colleagues as needed

Demonstrated commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion.

Demonstrated experience with troubleshooting and resolving system issues.

Experience working with policies, procedures, governance, and administrative systems.

Knowledge of operation and monitoring of electronic security systems is an asset.

Ability to assess, develop, coordinate, lead and evaluate training requirements.

Proven record of providing excellent customer service and client satisfaction. Excellent interpersonal skills including the ability to establish effective working relationships.

Experience advising and contributing to institutional operational planning.

Demonstrated ability to communicate technical and complex information effectively verbally and in writing.

The ability to respond to operational needs at any time in support of a 24/7 campus security environment.