After-Hours Support Associate (Student Housing) (7 Positions)

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Full-time (40 hours per week), 10 month - Recurring

JOB PURPOSE:

Reporting to the Manager, Residence Life, the After-Hours Support Associate plays a key role in supporting a respectful and safe residence environment through providing after hours service centre support and incident triage in residence.

The incumbent performs rounds of residences triaging student behaviour, student safety, and building facility issues as they are observed or referred to by students. The incumbent will refer to Campus Security and/or the Residence Life Coordinator On-Call as required.

KEY ACTIVITIES:

• Conduct rounds of their assigned residence areas, monitoring for and addressing violations of residence policies, student concerns, and facilities damages. Triage effectively and refer to the RLC on call or Campus Security as required.
• Refer alleged violations of university policies to Campus Security during their shift.
• Serve as the initial on-site response to student concerns, emergencies, and crises after hours and refer to the Residence Life Coordinator on call or Campus Security where appropriate.
• Assess situations and initiate appropriate procedures and protocols.
• Meet with students and triage crises, acting as a resource person to students.
• Consult with the Residence Life Coordinator on call for guidance, support, and when situations arise beyond their scope.
• Ensure timely, accurate, and comprehensive documentation in the housing management system for follow up by the Residence Life Coordinator(s). Track the volume of concerns and category of concerns observed and/or are reported by students.
• Serve as a contact for students at the Service Centre, assisting with student inquiries, which may include lockouts, mail distribution, maintenance request documentation, etc.
• Conduct after-hours resident check-in and check-out procedures.
• Collaborate with Student Housing teammates.
• Other duties as assigned.

EDUCATION REQUIRED:

• College Diploma or the equivalent education and experience.
• Certificates in SafeTALK, and First Aid are considered assets.

EXPERIENCE/QUALIFICATIONS REQUIRED:

• A minimum of two (2) years of experience is required. Experience with conflict resolution and/or emergency response is preferred.
• Security-related experience is considered an asset.
• Excellent communications skills.
• Demonstrated ability to exercise judgement in applying and interpreting a variety of procedures, policies, and practices.
• Ability to respond appropriately and effectively in stressful situations.
• Demonstrated ability to work independently and successfully in a team environment and with minimal supervision.
• Demonstrated skills in, and commitment to, customer service.
• Must be available to work shifts in the evenings and weekends.
• Must be available, on the premises, for the entire shift to respond to emergencies when necessary.
• Must be in good physical condition, be able to climb stairs to do rounds within residences.
• Ontario G class drivers' licence or equivalent.
• A satisfactory Vulnerable Sector Check (“Police Record Check”), dated within the past six (6) months is required as a condition of employment.