Follow us on LinkedIn

Posting Reason:

New Position

Job Type:

Employee

Anticipated Duration in Months (for contracts and temporary assignments):

12

Job Family:

Customer Service

of Open Positions:

1

Faculty/Service - Department:

Student Affairs, Operations & Exam Centre

Campus:

Main Campus

Union Affiliation:

SSUO

Date Posted (YYYY/MM/DD):

2026/07/02

Applications must be received BEFORE (YYYY/MM/DD):

2026/07/13

Hours per week:

35

Salary Grade:

SSUO Grade 10

Salary Range:

$80,942.00 - $102,245.00

About Student Affairs:

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 organize fun events, we provide extensive recreation program opportunities and varsity sports activities, we run an innovative career development and experiential learning program and much more!

There’s nothing more rewarding than helping future generations reach their full potential at a world-class university. With our wide variety of career opportunities and professional development pathways, we’re sure that you’ll enjoy the experience as much as our students do.

Position purpose:

Support the development, implementation, and continuous improvement of services offered through the Adapted Exam Centre, aligned with the University of Ottawa’s commitment to accessibility, equity, and support for students with disabilities. Ensure the delivery of high-quality, secure, and confidential exam accommodations, for a diverse student population across multiple faculties and modalities (in-person and virtual). Manage complex cases and act as a key resource for accessibility-related issues.

Oversee the planning, coordination, and evaluation of adapted examination services, including scheduling, invigilation, assistive technologies, and compliance with institutional policies and accessibility standards.

In this role, your responsibilities will include:

Operations Management Support the implementation of standardized processes and procedures required to maintain day-to-day operations and continuity of service, including, but not limited to, procedures regarding student registration with the service, student access to the service, collaborative processes with faculties and other services, and overall operations. Human Resource Management Support the supervision, training, and evaluation of proctors, work-study staff, and administrative staff. Monitor performance using key indicators to ensure alignment with service standards and accessibility requirements. Assist in planning, prioritizing, and assigning work across short-, medium-, and long-term needs to meet operational demands and strict exam timelines. Continuous Improvement Ensure team members have the appropriate training, tools, and resources related to accessibility practices, assistive technologies, and inclusive service delivery. Promote a culture of continuous improvement focused on enhancing student experiences and operational efficiency. Conflict Resolution and Support for Complex Cases Act as a resource person for complex exam accommodation issues and support staff in resolving sensitive situations with students, faculty, or partners. Address complaints and implement timely, fair, and equitable solutions while maintaining confidentiality. Provide recommendations to management on escalated or exceptional cases. Innovation and Quality Assurance Identify, develop, and implement new procedures and initiatives to improve accessibility, efficiency, and a culture of hospitality in the delivery of adapted exams. Monitor and evaluate service quality and compliance using data, feedback, and established benchmarks. Data Collection and Management Compile and analyze operational data related to exam accommodations, service usage, and performance metrics. Prepare reports to support planning and decision-making and provide data-driven recommendations to management to enhance services. Service Continuity Ensure continuity of service during peak periods of staff absences by stepping into operational roles as needed, including front-line coordination, invigilation oversight, or technical support for adapted exam delivery. Financial Management Assist in monitoring and controlling financial processes related to the Adapted Exam Centre, including budget tracking, resource allocation, expense verification, and inventory control.

What You Will Bring

Bachelor’s degree in education, social work, management or related field or equivalent combination of education and experience. A master’s degree is considered an asset. Supervisory or leadership experience, preferably in a post-secondary education context, with increasing responsibilities. A minimum of 3 years of experience providing services to people with disabilities or other vulnerable populations, including those with significant and complex challenges. Bilingualism: French and English (spoken and written), to be considered for this position, candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute. Experience developing, interpreting and applying policies and procedures. Excellent leadership, organizational and management skills. A demonstrated commitment to client services and customer service. Excellent communication and problem-solving skills Work experience with youth and young adults, particularly within a post-secondary setting, would be considered an asset. Demonstrated ability to work independently with minimal supervision. Able to work under pressure and meet firm deadlines. Strong analytical skills to compile and analyze data and to produce complex reports. Demonstrated technical software skills using MS Office Suite (intermediate to advanced proficiency using Word and Excel) and CRM systems. Note: This position follows the University’s standard working hours, but the incumbent may be required to work evenings, weekends or variable hours depending on the operational needs of the service.

Key Competencies at uOttawa:

Here are the required competencies for all or our employees at uOttawa:

Planning: Organize in time a series of actions or events in order to realize an objective or a project. Plan and organize own work and priorities in regular daily activities.

Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.

Client Service Orientation: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.

Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.

The University of Ottawa embraces diversity and inclusion in the workplace. We are passionate about our people and committed to employment equity. We foster a culture of respect, teamwork and inclusion, where collaboration, innovation, and creativity fuel our quest for research and teaching excellence. While all qualified persons are invited to apply, we welcome applications from qualified Indigenous persons, racialized persons, persons with disabilities, women and LGBTQIA2S+ persons. The University is committed to creating and maintaining an accessible, barrier-free work environment. The University is also committed to working with applicants with disabilities requesting accommodation during the recruitment, assessment and selection processes. Applicants with disabilities may contact hrtalentmanagement@uottawa.ca to communicate the accommodation need. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Note: if this is a union position: The hiring process will be governed by the current collective agreement related to the union affiliation noted above; you can click here to find out more.

If this is a front-line position with responsibilities to interact with students, selected candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute.

Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to be fully vaccinated against Covid-19 as defined in Policy 129 – Covid-19 Vaccination. This policy was suspended effective May 1, 2022 but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts.