Staff - Union

Job Category

CUPE 116

Job Profile

CUPE 116 Salaried - Overnight Mobile Unit Representative

Job Title

Overnight Mobile Unit Representative

Department

Overnight Mobile Unit Representatives | Residence Life | Student Housing and Community Services

Compensation Range

$4,670.00 - $5,107.00 CAD Monthly

Posting End Date

July 28, 2026

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

Job End Date

Ongoing

Wednesday to Sunday shift 11pm to 7am

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 Description

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 Overnight Mobile Unit Representative position provides service for residents between 11PM-7AM and monitors residences, properties and grounds and makes appropriate referrals to Campus Security for prevention, observation and well-being for residents. Overnight Mobile Unit Representatives are scheduled to work together to form a Mobile Desk Unit and will also need to be able to work independently and respond to concerns alone. While the units have a base each evening, mobile units receive calls from residents, triage and attend, in person, to the affected residence area to provide assistance. Overnight Mobile Unit Representatives also monitor both the interior and exterior of the residence building and grounds. Overnight Mobile units completes their duties by traveling both by foot and by motor vehicle.

Organizational Status

Reports to Manager, Overnight Mobile Unit Services. Interacts regularly with residents, visitors, Residence Life Managers and Student Housing and Community Services employees

Work Performed

Performs customer service and administrative activities including

Acts as a first point of contact for residents, solves routine problems, and directs non-routine problems to the appropriate SHCS colleague or manager. Scheduled to work in teams of two and will also respond and work independently.

Mobile Overnight Unit Representatives contribute to well-being of residents and foster a safe and secure community by attending, in person, to concerns that arise, making an assessment and escalating the incident appropriately.

Acts as the primary liaison in residence emergencies (medical, mental health, fire, theft, facilities, behavioural incidents, intruders, etc.). Determines the nature of the emergency or problem and applies the appropriate Department or University policies to resolve the situation or involve the appropriate resources. Reports using online systems to record critical information needed for follow up.

Answer telephones in a timely, consistent and professional manner and appropriately prioritize all incoming calls.

Answers phone calls from residents and responds by driving to the appropriate residence area and walking to the appropriate unit to provide assistance.

Present a positive and professional response to all residents, visitors and SHCS colleagues. This includes wearing provided, identifiable clothing while working.

Facilitates unit access to residents who are locked out of their rooms. Ensures that only authorized residents or appropriate emergency personnel are given unit access and support management in making reservations for emergency accommodation of residents.

Expected to use tact and discretion when interacting with students or guests, and in particular when assisting a student/guest in resolving a problem or concern. Confidentiality is a requirement of the job.

Responds to urgent issues and situations including reporting damage to and/or defacement of Student Housing and Community Services (SHCS) property.

Completes patrols of interior and exterior residence properties, buildings and/or grounds, maintaining accurate records of facility inventories, including fire extinguishers and other safety equipment and initiate requests for replenishment as needed.

Completes Shift Activity Reports (SAR) and Fire Equipment Inspections, using a checklist, on student residences and accurately file documents in their respective areas.

Coordinates and completes other incident documentation, which includes: report writing and exercising appropriate discretion, tact, and adherence to privacy requirements at all times.

Collects information, attends to and assesses emergency situations in order to commence emergency procedures with appropriate managers, Campus Security and/or Emergency Services personnel. May be asked to provide ongoing assistance during an emergency situation and communicate relevant information to other departments for the purposes of documentation, action and timely follow-ups.

Enters and follows up on maintenance requests using the online work order system.

Works in a safe manner, in accordance with WorkSafeBC, University, and departmental policies, procedures, and requirements.

Assists in the orientation of new Overnight Mobile Unit Representatives in the absence of the manager.

Carries out any other related duties as necessary in keeping with the qualifications and requirements of the job.

Consequence of Error/Judgement

Overnight Mobile Unit Representatives represent the University and Student Housing & Community Services. Incorrect decisions/judgments would directly affect the University's reputation with the professional community, community groups, students and faculties. Incorrect decisions would have an impact on the University's current and future ability to recruit and retain students, Student Housing operations, and the reputation of the University.

Works within defined guidelines and procedures, but is expected to exercise sound judgment when carrying tasks through to completion. Error can result in a threat to security, loss of revenue, complaints and diminished confidence from residents and guests in the ability to provide service.

Supervision Received

Works under general supervision by the Manager, Overnight Mobile Unit Services. Regularly works independently.

Supervision Given

Is not required to give direct supervision.

Minimum Qualifications

High school graduation plus one-year post-secondary education and three years customer service experience, or a 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

Three years hotel and hospitality industry and customer service experience, or a combination of education and experience. Once hired must successfully complete departmental training program.

Excellent oral communication, interpersonal and organizational skills. Excellent telephone manner required. Effective written communication, including the thorough documentation of incidents through accurate report writing. Ability to provide excellent customer service including being calm, courteous and patient. Proficient in Word, Excel, and Outlook and ability to learn proprietary departmental software on different devices, not limited to, computers, tablets and cellphone devices. Ability to operate a normal range of office equipment. Ability to prioritize work and meet deadlines. Ability to gather, record, and organize information with accuracy and attention to detail. Ability to work independently and within a team environment. Ability to provide quality customer service to members of the campus community in a courteous, patient manner. Ability to determine the nature and urgency of inquiries and issues, and prioritize appropriately. Ability to remain calm, effective, and safe in emergency or crisis situations. Ability to approach interactions with an awareness of sensitive issues and maintain confidentiality as required by statute and policies. Ability to exercise sound judgment, tact and discretion. Must have a valid BC drivers license. Must be able to work outdoors in all weather conditions. Must be in good physical condition necessary to perform the requirements of the job, including walking or standing for all or most of the shift. Satisfactory Criminal Record Check. Customer Service Experience an asset.