Team Lead - Accommodated Exams - Evening

Staff - Non Union

Job Category

M&P - AAPS

Job Profile

AAPS Salaried - Student Management, Level A

Job Title

Team Lead - Accommodated Exams - Evening

Department

Program Support | Centre for Accessibility | Student Affairs | VP Students

Compensation Range

$5,209.17 - $7,485.33 CAD Monthly

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.

Posting End Date

March 21, 2024

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

Job End Date

Mar 31, 2026

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 Team Lead - Accommodated Exams position will be responsible for strategic oversight, ongoing program leadership and growth development for the Centre for Accessibilities accommodated exam program, which coordinates over 26,000 exams per academic year for students with disabilities. This will include managing, training, developing, and leading a team of three Exam Coordinators who provide expertise in all aspects of exam related accommodations on behalf of the university. This position will provide essential guidance e for establishing service delivery standards and will be accountable for upholding service excellence for Accommodated Exams on campus.
The Team Lead will be a critical component for the leadership and success of the exam program. They will be the central resource for this work and will be responsible to educate and advise all campus partners regarding the Centre s exam protocols, policies and perspectives. This position will spearhead initiatives aimed at developing, strengthening and managing communication, relationships and expectations with senior leadership/faculties/campus partners. This position will be the primary resource for complex cases/accommodations as well as disability-related medical conditions and alleged academic misconduct/unauthorized materials. Weekend and evening work will be required.
Organizational Status
The Team Lead will report to the Manager, Accessibility Programs and Operations as well as work closely with the Centre's senior staff to establish protocols ensuring consistent service and communication. This position will supervise a team of exam coordinators who in turn provide direction to over 90 unionized exam invigilators in addition to student scribes and exam assistants.
The Centre for Accessibility provides leadership in eliminating barriers to full participation that students, faculty and staff experience arising from disabilities.
Work Performed
Exam Facilitation and Student Management
- The Team Lead will lead all elements of the Centre s accommodated exam program. This position will be responsible for providing strategic leadership, which includes the research, needs assessment, and project development required to manage the exponential growth of the program as well as responsibilities outlined in UBC s Policy LR7.
- Reviews and develops policies and procedures and as necessary, implementing changes to improve quality of accommodated exam administration
- The Team Lead will manage an Exam Coordinator team who will be responsible for coordinating day-to-day operations for over 26,000 Accommodated Exams annually.
- The Team Lead will be the liaison regarding complex cases and accommodations for Faculties and Advising offices.
- Will work closely with the Manager and Exam Coordinators to forecast and streamline processes to ensure resources are in place to accommodate the future growth of the program.
- Evaluates and makes strategic recommendations for areas of potential improvement and growth in guidelines, scheduling, program, and policies
- This will include reviewing budgets, assessing space and staff requirements, establishing a record/update program for laptop/computer resources and working with the Campus Accessibility Coordinator to manage placement and delivery of available accessible furniture.
- Expected to have a thorough knowledge of the Centre s exam guidelines, practices and expectations. This will involve collaborating with senior staff to determine clear and consistent communication and reference materials for staff and stakeholders. This position will interpret, advise and train staff on agreed-upon office procedures.
- Manages and provides expertise regarding the Centre s online exam booking software. This will involve understanding technical requirements and troubleshooting issues for staff, faculty and students. The Team Lead will work with our Central IT team, the developer and other staff to resolve issues related to the software. The Lead will conduct annual reviews of functionality of the software and will decide whether to upgrade versions, taking into account detailed release notes, and will advise and lead on whether the team utilizes other functions of the software.
- Generates qualitative and quantitative data on and from our online exam management system as well as various UBC databases such as SIS, Workday, OAMS and FSC, to ensure that the CFA meets the needs of our clients as per Policy LR7.
Management
- Responsible for the full-cycle, job description, recruitment, interviews, training, onboarding and development of a team of exam coordinators. Builds, motivates and coaches the exam team towards effective performance and service excellence. This position will establish expectations; maintain clear lines of communication and act as conduit between exam staff and other program stakeholders.
- Must be able to advise Exam Coordinators on complicated cases and escalated issues of a routine and non-routine nature.
- Schedules and balances workload of staff to ensure critical tasks are completed and service standards are maintained. Will be responsible for identifying and prioritizing projects during program down time.
- Manages and provides back-up supervisory support of student invigilators and staff during Exam Coordinator absences.
- Works closely with Accessibility Advisors to establish and update best practices/training resources, which will be disseminated to Exam Coordinators and subsequently student staff. This will include collaborating with exam staff to develop training programs that includes individual instruction, workshops, shadowing/mentoring, team meetings as well as mechanisms for monitoring progress and mastery of duties.
- The Team Lead will establish processes to ensure processes are in place to equip, promote and transition student staff into Senior Invigilator roles within the program.
Partnerships and Collaboration
- Provides strategic oversight, development and guidance to faculty and staff as it relates to service delivery, exam integrity, confidentiality as well as maintaining/fostering partnerships with campus partners
- Establish a network of instructors and faculty contacts in order to review, consult and develop frameworks for addressing complex course design involving group exams, online platforms, audio recordings and lab equipment.
- Collaborate and facilitate connections between Accessibility Advisors, students, Centre for Accessibility staff and faculty to anticipate and address accommodations that do not integrate well with challenging assessment formats or course design/material.
- Required to work in collaboration with Faculty specific exam staff to develop and implement strategies to ensure exam integrity and confidentiality are maintained. The exam program is expected to replicate the classroom experience.
- Develop and curate relationships with other institution s exam programs to ensure best practices are implemented.
- Investigates and makes decisions about general workflow but also program related exceptions based on specific needs (practicum, practical components, online exams etc) in partnership with Senior Management at the Centre along with faculty representatives.
- Manages the activities and resources that support students medical conditions while writing an exam. This includes making decisions on the best course of action to best support the student. Decisions can involve calling emergency services and/or managing the exam environment for students.
- Liaises with the department of Enrolment Services to coordinate more than 200 Standing Deferred exams. Works closely with the department to ensure accurate transfer of information while respecting complex policies surrounding standing deferred exams.
- Provides support to Accessibility advisors and advises on processes of exam procedures. Main point of contact for exam accommodation related questions.
- Directs staff to produce detailed annual reports that include statistical information, trends, successes and challenges for each academic year and as required within the term.
Exam Coordination
- Responsible for overall exam coordination throughout the year, ensuring that seamless services are provided during peak periods
- Maintains in-depth knowledge of computer software used to assist in the exam taking processes (Read & Write Gold, Jaws, Dragon, and Kurzweil). Understands how to install/uninstall software and provides support for first-time software users during their exams. Works closely with the Centre s Manager to ensure laptop resources are up to date and functional. Will be required to keep up to date on new trends and liaise with the office Learning Strategist regarding complicated adaptive technology.
- Works collaboratively with the Centre s management team to lead the review, automation and streamlining of current processes which includes program specific reports to assess areas for development.
- Takes the lead on the organization, facilitation and preparation of final exams. Final exams may take place in a different building in order to provide adequate space options for students. This will include organizing movers, equipment, establishing timelines, staffing and providing direction for set-up of temporary exam spaces.
Human Resources
- Develops annual calendar of milestones and timelines, which includes ensuring the program has sufficient student invigilator staff as well as exam delivery/sorters for the academic year.
- Builds, motivates and manages a team of full time staff. Leads and coaches towards effective performance and service excellence.
- Conducts performance management processes of staff which includes performance evaluations and discipline.
- Ensures all employees work in a correct, safe manner, and are trained in regard to all necessary safety and environmental regulations, standards, practices and procedures.Approves online invigilator job hires. This includes reviewing and approving invigilator hours during payroll dates.
- Evaluates and provides annual performance reviews for Exam Coordinators
Other Duties
- Will consult and advise Exam Coordinators and Program Assistants on the completion of complex exam accommodation bookings. This typically involves working one on one for students with disabilities as required, typically in conjunction with Accessibility Advisors. This position will attend Advisor Roundtable meetings to discuss and establish guidelines for complex cases.
- Maintains the office working alone policy with their supervisor as required.
- Performs other duties as required.
Consequence of Error/Judgement
Impact of error is considerable, as incumbent would be dealing with sensitive, confidential information that must be widely distributed. Any errors in decision could potentially have operational, legal and financial repercussions for the faculty, students, staff and department as a whole. The individual will be expected to exercise considerable judgment in prioritizing and scheduling their work. Diplomacy is required in interacting with faculty and students. Incumbent will deal with unique situations requiring sound judgement, knowledge of and sensitivity to disability issues. Decisions require thorough knowledge of the guidelines, procedures and regulations and the ability to interpret and apply them to the work unit. All information must be accurate and provided in a respectful, timely and supportive way. Failure to provide service that meets these standards may create hardships for students with disabilities seeking academic accommodation, compromise the relationship of the Centre for Accessibility with community constituents who may experience marginalization or disadvantage as a result of the interaction, or negatively impact the public image of the unit and University.
Supervision Received
Works independently with minimal supervision. The incumbent must exercise initiative and sound judgement in making decisions and demonstrate tact in dealing with clients, student assistants and University personnel.
Supervision Given
Direct instruction, interaction, training and supervision to six CUPE 2950 Exam Coordinators as well as over 90 student invigilators, scribes, and exam assistants.
Minimum Qualifications
Undergraduate degree in a relevant discipline. Minimum of one to two 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

Preferred Qualifications

• Proven ability to prioritize work and to meet deadlines.
• Effective oral and written communication, interpersonal, public service and organizational skills.
• Ability to exercise tact and discretion when handling sensitive and/or confidential matters.
• Demonstrable skills in maintaining accurate records and attention to detail.
• Proven experience using word processing, spreadsheet, database, internet and electronic mail applications at an intermediate level.
• Proven ability to compose correspondence and reports using clear, concise business English.
• Proven experience working both independently and within a team environment.
• Experience developing administrative processes for confidential information preferably within an educational environment.
• Skills: Excellent organizational skills; prioritizing; time management; critical and analytical thinking; complex problem solving; judgment and decision making; reading/writing comprehension; active listening/learning; social perceptiveness and orientation; adaptability/flexibility; coordination and service orientation.
• Excellent computer skills, e.g., Word Processing, Excel, Power Point, Internet, email. Experience in working with the Clockwork data management system is preferred.
• Other: Demonstrated ability to work effectively with a broad range of students with disabilities including mental health issues who may be experiencing a crisis.
• Superb interpersonal and communication skills to work with diverse external and internal community members to solve problems.
• Knowledge of the community and service provision for students across a wide range of disabilities.
• Demonstrated ability to conduct comprehensive reviews of intake packages, triage issues requiring immediate response review medical documentation to ensure completeness; and problem solve the provision of additional information.
• Demonstrated knowledge in person centered approaches to working with people with disabilities and to effectively prioritize within a demanding work environment or an equivalent combination of education and experience.

• Experience working in a university academic environment specifically with assessments and exam accommodations.
• Knowledge of the CUPE 2278 collective agreement is preferred, experience in supervising in a unionized setting, experience supervising unionized staff
• Experience working with people with disabilities an asset.
• Computer experience required (Word, Excel preferred).