Advisor, Communication Operations in Vancouver

The Advisor, Communication Operations is responsible for the day-to-day management of the Communication Operations team, including coaching, performance oversight, general staff supervision, hiring and supporting with staffing needs. The role provides leadership and mentorship to ensure a high standard of service delivery and adherence to established protocols. The position is responsible for auditing and improving operational processes and procedures, internal systems and controls.

The Advisor collaborates with departmental stakeholders to identify opportunities to streamline workflows, enhance system efficiency, support the optimization of security-related technologies and ultimately develop relevant departmental policies to ensure alignment with the university business continuity planning requirements. This role is accountable for maintaining operational readiness, service consistency, and implementation of process improvement initiatives supporting UBC Community Safety goals. The Advisor supports the Systems and Infrastructure team and works closely with the Manager, Systems and Compliance on matters related to system workflows, technology processes, and operational alignment.

Organizational Status

The Advisor, Communication Operations reports to the Senior Manager, Community Safety Operations and works closely with the UBC Community Safety leadership, as well as internal and external partners. The role exercises independent professional judgement in operational, administrative, and system-level decision-making that directly influences campus-wide safety and security workflows.

Work Performed

• Team Leadership
  • Oversees all operations and administrative functions of the Communication Operations Team.
  • Develops, communicates and implements administrative and operational strategies to support the goals of the department.
  • Oversees the supervision and operational management of Communication Operations staff.
  • Responsible for overall recruitment, revision of job description and staff duties, discipline and termination of communication operations staff, and ensuring adherence to relevant legislation affecting the workplace.
  • Regularly consults with and provides operational expertise to the university and department, and external agencies.
  • Coordinates overall delivery of Communications Operations Centre services, responding to changing circumstances and monitoring client satisfaction.
• Compliance Support
  • Develop frameworks and controls to ensure compliance with UBC policies, FIPPA, regulatory requirements, and industry standards related to communications and dispatch functions.
  • Support audits and compliance programs, ensuring protocol adherence for CCTV use, radio communication, and emergency response procedures.
  • Conduct regular risk assessments related to communication processes and technologies, identifying vulnerabilities and areas for improvement.
  • Ensure all documentation and records related to communications and dispatch operations are accurate and meet compliance standards.
  • Oversees the UBC Policy SC16 Safety and Security Camera operator audit program.
• Systems Projects and Innovation
  • Works with IT and system administrators to identify gaps in radio, alarm, access control, and dispatch technologies, and recommends upgrades.
  • Collaborate with the UBC Community Safety - Applications Specialist to optimize communication data integration with broader security systems for efficiency and reporting.
  • Identify inefficiencies in current workflows and propose solutions to optimize processes.
  • Monitors performance of security systems and dispatch workflows, reviews key performance indicators to identify inefficiencies and recommends improvements to enhance operational effectiveness.

Minimum Qualifications

• Undergraduate degree in Criminology, or Psychology or the equivalent.
• Minimum of two years of experience in security and personnel administration.
• 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

• Demonstrated working knowledge and experience in the operation of security software applications and systems.
• Experience with system configuration, implementation, and maintenance for software and applications.
• Proven ability to conduct needs analyses, plan, organize, manage, monitor, complete and evaluate projects within allocated time and resources for projects involving multiple stakeholders.
• Collaborates effectively and works productively in a team environment, contributing to shared goals and supporting colleagues as needed.
• Demonstrated experience with troubleshooting and resolving system issues.
• Experience working with policies, procedures, governance and administrative systems.
• Knowledge of operation and monitoring of electronic security systems is an asset.
• Ability to assess, develop, coordinate, lead and evaluate training requirements.
• Proven record of providing excellent customer service and client satisfaction.
• Excellent interpersonal skills including the ability to establish effective working relationships.
• Experience advising and contributing to institutional operational planning.
• Demonstrated ability to communicate technical and complex information effectively verbally and in writing.
• The ability to respond to operational needs at any time in support of a 24/7 campus security environment.

University Information

The University of British Columbia is a global centre for research and teaching, consistently ranked among the top 20 public universities globally. A large part of what makes us unique is the community of engaged students, faculty, and staff who are collectively committed to shaping a better world. Recognized as a leading employer in British Columbia and Canada, UBC supports inspired students, faculty and staff on their journey of discovery, and challenges them to realize their greatest potential.