Front Desk Lead, Counselling Services

Staff – Union

Job Category
CUPE 2950

Job Profile
CUPE 2950 Salaried – Clinic Secretary/Clerk (Gr7)

Job Title
Front Desk Lead, Counselling Services

Department
Administrative Support | Counselling Services | Student Health and Wellbeing | VP Students

Compensation Range
$4,460.00 – $4,686.00 CAD Monthly

Posting End Date
March 27, 2024

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

Job End Date

**Please note: A Medical Office Assistant certificate is not required for this position.

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

**Please note: A Medical Office Assistant certificate is not required for this position.

This position performs a full range of front desk reception services and processes for Counselling Services including working with UBC’s community to best meet students needs through Early Alert, appointments and providing referral information as appropriate; appointment scheduling; phone inquiries; data entry and file management. The incumbent provides administrative support for Counselling Services staff and has responsibility for a wide range of general office administrative 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 counsellors activities, as well as campus resources. 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.
Organizational Status
Reports to the Clinic Manager and works closely with the Clinical Coordinator as well as counselors, trainees, and Work Learn students.
Work Performed

Supervision of CUPE Staff

– oversees the daily operations of the clinic(s) to ensure administrative staff and providers have the personnel, facilities, and technical support needed to work effectively   

– resolves day-to-day operational issues in the clinic with providers and administrative staff.         

                                   

– provides backup to administrative staff

– supervises administrative clerks regarding workload; ensures appropriate coverage in cases of staff absences

– identifies and makes recommendations to the Manager for operational improvements

creates, updates, amends, and communicates changes to administrative staff and provider schedules on a continuous basis

– Supervises administrative staff to ensure that clinical reception areas and waiting room space are well maintained.                                            

– Participates in the hiring of staff.                                            

– Trains permanent and temporary administrative staff; provides onboarding and ongoing training for staff

– Reports problems, discrepancies and office issues to the Manager; new or unusual problems would be discussed with the Manager

– 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 the Clinical Coordinator to manage smooth flow of clients in drop-in periods in order to maximize student s access to resources.
– Schedules counselling appointments and maintains an integrated scheduler/data base and file management system for all client contacts.
– Registers students for group and psychoeducational programs.
– Responds to requests for information, schedules appointments for clients, assists with crisis intervention and connecting clients with appropriate clinical resources/staff.
Administrative Support
– Performs data processing and prepares statistical reports.
– Tabulates responses from evaluation forms, aggregating responses and developing summary evaluation reports for outreach, group, and workshop programs.
– Prepares service and program activity reports.
– Prepares reports of measures of activity for outreach, groups, and workshops.
– Ensures that reception and waiting room space are well maintained ensuring that office supplies and information materials in pamphlet displays are stocked.
– Maintains bulletin boards and distributes brochures within the campus community.
– Participates in the development of office procedures.
– Maintains photocopiers, printer, and video equipment. Performs routine repairs (fixing paper jams, adding toner and paper), and calls for service when required.
– Maintains the schedules of counselors and trainees.
– 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.
 

Communications
– 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 counselling services as well as other campus resources.
– Develops and maintains the community referral database.
– 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
General
– 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.
Consequence of Error/Judgement
All student requests for service as well as faculty and staff requests for consultation must be provided in a respectful, timely and supportive way. All information in schedules and client records must be accurate and secure. Failure to provide service that meets these standards will impact negatively on student s access to services, jeopardize student s wellbeing, result in unauthorized disclosure of information and significant risk to the university. Errors or incorrect decisions could result in direct costs, lost opportunities, delays for students and staff. Damage to the unit s and to the University s reputation is likely if the incumbent does not deal tactfully and helpfully with students, parents, faculty members and others.
Supervision Received
Works independently under minimal supervision. Work is performed in accordance with broadly established procedures and practices requiring initiative to plan and complete recurring assignments independently.
Supervision Given
Works cooperatively with other employees. May supervise Work Learn students.
Minimum Qualifications
High school graduation, plus one year of post secondary education, plus completion of a Medical or Dental Office Assistant program (including terminology), plus three 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

High School graduation and two year post-secondary diploma and Medical office assistant training and experience an asset. 4 years related experience or the equivalent combination of education and experience. Diploma in medical administration preferred. Two years of relevant UBC experience, preferably in a student services environment at a college or university. Computer experience required (Word, Excel, UBC SIS preferred). Effective oral and written communication, interpersonal and organizational skills. Ability to type 55 w.p.m. and to operate a normal range of office equipment. The ability to use word-processing, spreadsheet, database, scheduling/electronic mail applications at an intermediate level. A strong ability to prioritize work and to meet deadlines in a fast paced and high traffic environment. Ability to maintain accuracy and attention to detail. Ability to work both independently and within a team environment. Strong interpersonal, communication and organizational skills: initiative, tact and commitment to quality service as interactions occur with a diverse student population who may be vulnerable. Strict respect for confidentiality is essential. Ability to problem solve under stressful circumstances and in a limited time frame. Ability to work calmly and accurately under frequently demanding periods of pressure in a front line setting. Strong ability to multitask, prioritize and work independently in a busy clinic setting and to deal with emergencies/crisis in a calm and professional manner.