Intermediate Information Officer, Customer Services

Student Affairs is at the very heart of the student experience at the University of Ottawa. We recruit the very best future students, support them throughout their university years and leave them well‑prepared for fulfilling careers and future studies. Our team of more than 600 dedicated staff provides the services that keep students happy, well and thriving as they pursue their ambitions.

We help them apply and enrol for courses, we oversee 11 residences and an award‑winning Dining Hall, we organise fun events, we provide extensive recreation programme opportunities and varsity sports activities, we run an innovative career development and experiential learning programme and much more!

The incumbent is the initial point of contact for Housing, uOttawa Card and UPASS Services and as such provides services to the entire University community, including students, staff, faculty, and guests of the University by promoting the University experience and its services, assessing needs and issuing services.

35 hours

SSUO Grade 07: $59,038.00 – $74,574.00

• Determine the eligibility of students for admission into residence by analysing application, admission and registration data, and assess room assignments with respect to accepted Housing and University principles, regulations and policies, and of the admission calendar deadlines and residence agreements.

• Coordinate authorised/requested room changes, extensions of stay, acceptance and termination of agreements, temporary replacements or crisis situation transfers to ensure a positive and professional experience for the student and reassure parents as necessary while ensuring student confidentiality.

• Assess and respond to student/short‑term client needs and recommend the best possible accommodation type based on application source, availability, special need requests and budget. Validate the eligibility of and manage the registration of temporary student occupants (uOttawa and non‑uOttawa students) and their occupancy agreements in a central reservation system. Ensure that conditions of occupancy are met and oversee access control to align with safety and security protocols.

• Explain and/or promote meal plans, card usage, flex/dining dollars and various services linked to the cards, replenishing or reprinting of cards (student, employee, guest and UPASS cards), upselling of additional packages above the basic plans and associated terms and conditions. Manage the reception of lost cards and initiate communications with cardholder(s) for final resolution and register and destroy non‑valid/expired cards.

• Distribute or print replacement uOttawa and UPASS cards to new students by verifying student’s status in UO Campus. Ensure that photos, signatures and government‑issued identification are validated or uploaded according to University policies set by the Registrar’s office.

• Analyse and process personal and confidential information about University students and/or short‑term guests and validate their information. Follow up as required and identify anomalies to maintain the quality and confidentiality of the information received.

• Interpret, explain and enforce sector’s and University policies, regulations and procedures (recruitment, assignment, code of conduct, financial deadlines, agreements, refunds and withdrawal) and document all history to ensure that they are understood by students and by those within faculties and services. Check all supporting documentation provided and make the appropriate changes and decisions necessary with regards to students’ requests for changes, exemptions, withdrawals and special needs accommodation.

• Analyse student files to prepare official documentation or specific information to confirm student residency status. The incumbent participates in internal meetings, University of Ottawa organised events, conferences or other initiatives in order to promote Housing Service’s residences and the University.

• Create and maintain database files, records, compile and exchange information with the appropriate on and off‑campus partners, students, guests and others and to ensure data integrity in…