Schedule Monday-Friday, 35 hrs per week
Education Level Master’s level degree in field relating to accessibility services – Education, Disability Studies, etc.
Career Level Management experience (minimum 3 years), including direct staff management responsibilities in an organizationally relevant, complex and fast- paced environment.
Department, Unit or Project Description:
Student Accessibility Services is a department within Student Affairs providing academic accommodation and various other supports and programming. The department is comprised of a multi-disciplinary team of professionals to arrange accommodations, provide learning strategies supports, note-taking services, transcription services, support for assistive technology and administer test and exam invigilation for students with disabilities.
Reporting to the Director, the Assistant Director oversees the daily operations of the department. As a member of the leadership team, the Assistant Director is a critical leader in ensuring the department is aligned in its practices with the strategic vision, mission, values and relevant policies, agreements, operational guidelines and best practice standards that govern the practices of the department. The Assistant Director works effectively across the entire department providing direction to SAS staff (including student employees, part-time employees) to foster an inclusive, positive and supportive working environment.
Service Delivery Standards, Operations Management and Policy Compliance
- With a focus on enhancing processes, service delivery and efficiency, feedback will be provided to the Director about areas of improvement and opportunities for development. The Assistant Director will respond to any complaints and issues, in consultation, where appropriate, with the Director.
- As a main point of contact and subject matter expert for Student Accessibility Services, the Assistant Director will respond to questions, concerns, complaints and feedback from students, instructors, campus partners, external providers and parents.
- Responsible for monitoring service delivery to ensure compliance with applicable policy, legislation, and procedures,
- With a commitment to reviewing and refining processes and efficiencies in the daily operations of the Student Accessibility Services department, the Assistant Director will identify any new technologies, case management systems and best practice standards to enhance operations and will assist with the development of reports and updates to the Director along with working with peers Universities to identify trends and best practices to support student accommodation needs.
- Acts as a senior advisor to staff related to questions about the business operations.
- Assists with the identification and allocation of student files amongst the Program Coordinators.
- Assists with the development of professional standards guidelines, operational procedures, internal policies related to the business operations.
- Remains current in the areas of Human Rights laws, best practice standards for Disability Service Offices and other policies/practices that may enhance service delivery within the department.
- Assists with the completion of Ministry reports, annual reports and other reports required to support the business operations of the department.
- Manages a complex service environment with multiple service delivery platforms, diverse student populations with varying needs and wide breadth of knowledge that spans several departments involved in supporting the student during their time at McMaster.
- Accountable for the delivery of professional, timely, responsive and relevant services within the department for all service users, including students, staff and faculty.
- Interacts with a wide variety of people on sensitive and confidential issues and provides support for the most complex cases.
- Monitors and evaluates services to determine professionalism, effectiveness, responsiveness to community needs and cost-efficiency.
- Identifies emerging needs and trends. Makes recommendations to the Director about initiatives, programs and service delivery approaches to address them.
- Works closely with the Student Affairs Tech team (as well as University Technology Services and MacPherson Institute) to resolve concerns related to the IT issues in the service delivery model, as well as to learn about new resources, applications and options that may enhance the business function of the department. This includes researching and assisting with the implementation of new technologies and softwares (e.g. chatbot, text confirmation of appointments, self-serve information/resources, etc).
Complex Academic Accommodation Caseload and Case Consultation
- Provides direction on complex academic accommodation files
- May be assigned a case load of complex student files, acting in the capacity of a Program Coordinator, Disability Specialist.
- Reviews caseload of Program Coordinators and assists with the assignment of student academic accommodation files to respective Coordinators.
Financial and Human Resource Management
- Promotes diversity, inclusion, accessibility and a mental health positive environment.
- Responsible for the recruitment, assessment of candidates, training and encouraging career and developmental education and ensuring appropriate work performance of staff. Oversees the onboarding and off-boarding procedures for staff within SAS.
- Responsible for managing vacation and absences.
- Directly manages the administrative team within SAS, all contract staff, and student staff and is responsible for the budget for these services.
- Provides oversight and day-to-day support of the entire staff team within the department.
- Schedules and monitors work flow of staff and redistributes caseload and workload (in consultation with Director) during peak periods, which may include hiring of casual employees.
- Reviews service delivery flow and prioritizing work flows to meet demands of service users.
- Coaches and trains staff regularly to maintain quality of service and professional standards.
- Fosters opportunities and assists with the coordination of continuous learning opportunities, professional development and succession planning.
- Assists with managing staff, including the completion of formal performance reviews.
- Addresses and resolves employee/labour relations issues, including disciplinary matters, in consultation with the Director.
Communications & Outreach
- Leads initiatives to provide students, staff and faculty with timely, relevant and accurate information across the spectrum of services offered by SAS.
- Enhances communication effectiveness by understanding demands on services, needs of students, staff and faculty timeliness and informational needs as it relates to academic accommodation implementation, bursary timelines, testing and examination processes.
- Works closely with other departments, including the Registrar’s Office, Faculty Offices, Equity and Inclusion and Student Success Centre (not inclusive list) to provide a coordinated, collaborative and comprehensive communications about SAS services and timelines.
Other duties may be required to support the function of the department. The Assistant Director may be required to work some flexible hours and may be required to work after hours to meet service requirements.
- Master’s level degree in field relating to accessibility services – Education, Disability Studies, etc.
- A post-secondary certificate or degree in one or more of the following areas: Business Administration, HR Management, Public Health, Health Administration, Social Work, Occupational Therapy, Counselling, etc., preferred.
- Management experience (minimum 3 years), including direct staff management responsibilities in an organizationally relevant, complex and fast- paced environment.
- Several years of experience offering services to students with disabilities, preferably at the postsecondary level, including effective responses to client/student issues and concerns.
- Experience developing and implementing continuous improvement projects and change management in a relevant professional environment.
- Demonstrated knowledge of functional impairments/limitations associated with disability, adaptive/assistive technologies, universal design / accessible learning and other disability-related strategies and interventions, preferably in an academic context.
- Demonstrated knowledge of federal and provincial human rights legislation, accessibility standards, privacy legislation and regulation, and related laws and policies, with a demonstrated ability to interpret and apply it to persons with disabilities, particularly in the postsecondary sector.
- Knowledge of post-secondary structures, policies, and administrative systems, with experience successfully navigating and engaging across the environment.
McMaster’s core leadership capabilities are designed to nurture employee engagement through best people practices. All leaders will demonstrate these Leadership Capabilities by: Taking a Strategic Approach; Communicating and Collaborating; Developing People; Investing in Relationships; Championing Change and Innovation; and Driving Results.
How To Apply
To apply for this job, please submit your application online.
Employment Equity Statement
McMaster University is located on the traditional territories of the Haudenosaunee and Mississauga Nations and within the lands protected by the “Dish With One Spoon” wampum agreement.
The diversity of our workforce is at the core of our innovation and creativity and strengthens our research and teaching excellence. In keeping with its Statement on Building an Inclusive Community with a Shared Purpose, McMaster University strives to embody the values of respect, collaboration and diversity, and has a strong commitment to employment equity.
The University seeks qualified candidates who share our commitment to equity and inclusion, who will contribute to the diversification of ideas and perspectives, and especially welcomes applications from indigenous (First Nations, Métis or Inuit) peoples, members of racialized communities, persons with disabilities, women, and persons who identify as 2SLGBTQ+.
As part of McMaster’s commitment, all applicants are invited to complete a confidential Applicant Diversity Survey through the online application submission process. The Survey questionnaire requests voluntary self-identification in relation to equity-seeking groups that have historically faced and continue to face barriers in employment. Please refer to the Applicant Diversity Survey - Statement of Collection for additional information.
Job applicants requiring accommodation to participate in the hiring process should contact:
Human Resources Service Centre at 905-525-9140 ext. 222-HR (22247), or
Faculty of Health Sciences HR Office at ext. 22207, or
School of Graduate Studies at ext. 23679
to communicate accommodation needs.