Information Officer (Evening)

University of Ottawa; Ottawa; On-site; CAD 57,000 - 72,000; Full time

Job summary

The University of Ottawa is seeking a Front-Line Residence Services Representative to provide day‑to‑day information and support for residents and guests. This role operates in a 24/7 service environment with varied shifts, including day, evening, and night hours.

Responsibilities include handling reception duties, coordinating with other service areas, managing check‑in/out, and delivering concierge-style information about campus services. Strong bilingual communication is essential.

Qualifications

• Bilingualism in French and English required with good reading and writing skills.

Responsibilities

• Provide prompt, accurate front-line service to residents and guests across multiple channels (in person, phone, email, messaging).
• Resolve inquiries efficiently or escalate appropriately to maintain high client experience.
• Assist with accommodation needs, room issues, access requirements, and service requests.

Skills

Bilingual (French & English)

Education

High School Diploma

Job description

Job Summary

Follow us on LinkedIn Posting Reason: Replacement of a regular position Job Type: Employee Anticipated Duration in Months (for contracts and temporary assignments): N/A Job Family: Administrative Support # of Open Positions: 1 Faculty/Service - Department: Student Affairs, Client Relations, Client Services Campus: Main Campus Union Affiliation: SSUO Date Posted (YYYY/MM/DD): 2026/09/21 Applications must be received BEFORE (YYYY/MM/DD): 2026/10/01 Hours per week: 35 Salary Grade: SSUO Grade 06 Salary Range: $56,858.00 - $71,822.00

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

Position Purpose Provides front‑line customer service and operational support to residents and accommodation guests by delivering timely information, assisting with accommodation needs, and contributing to a safe, welcoming, and well‑functioning residence environment. This position is part of a 24/7 service. The normal work schedules are 8:00 AM to 4:00 PM (Day), 4:00 PM to midnight (Evening) and midnight to 8:00 AM (Night) and consist of 5 consecutive days (including Saturday and Sunday). Staff are hired into schedules based on operational needs at the time of hire. Schedules may be modified as operational needs, business volumes, or training requirements evolve. When alternative schedules become available, they will be offered to team members based on seniority.

Responsibilities

• Provides prompt, accurate, and professional front‑line service to students and guests across multiple channels (in person, phone, email, messaging).
• Ensures inquiries are resolved efficiently or directed appropriately to maintain a high standard of client experience.
• Addresses accommodation‑related concerns for residents and accommodation guests, including room issues, access needs, and service requests.
• Coordinates with other service areas to ensure timely and effective resolution aligned with service standards.
• Contributes to residence safety by monitoring activity within the premises, observing entry points and reports concerns and suspicious behaviour to appropriate personnel to maintain a secure living and guest environment.
• Helps enforce residence policies to reduce risk.
• Delivers reception services for guests, including managing check‑in and check‑out processing and responding to inquiries.
• Provides concierge‑style support by offering information about university and local services and attractions to enhance guest experience.
• Maintains accurate records of interactions, incidents, and service requests to ensure information is properly tracked and accessible.
• Responds to third‑party information requests in accordance with the privacy act.
• Manages, reviews documentation and responds in accordance with established procedures to ensure compliance.
• Provides administrative coordination support and assists with financial reconciliation and validation activities to ensure accuracy and proper record‑keeping.
• Provides day‑to‑day support to casual staff, primarily students, by helping coordinate assigned tasks, answering questions, and assisting with onboarding and training to ensure work is completed according to established procedures and instructions.

What You Will Bring

• High School Diploma
• One year of relevant experience in similar role.
• 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.
• Knowledge of the Canadian Human Rights Act and related laws and regulations applicable to Residence Life services
• Knowledge of records management principles and practices
• Knowledge of Housing Services operations and related University services is considered an asset.
• Knowledge of principles related to the protection of people and property, including risk management and emergency response practices.
• Experience in interpreting, explaining and enforcing regulations, policies and procedures.
• Knowledge of computer systems and software such as Windows, word processing, spreadsheets, databases, email and Internet.
• Strong verbal and written communication and interpersonal skills, including patience, discretion, empathy and listening skills.
• Ability to adapt approach based on target audience.
• Demonstrated ability to manage multiple tasks, maintain accuracy and ensure timely completion of responsibilities.
• Ability to assess and respond to conflict situations, determine appropriate course of action and apply sound judgement under pressure.
• Ability to work collaboratively in a team environment and remain effective in fast‑paced or high‑pressure environment.
• Ability to work outside normal working hours.

Key Competencies 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.

Diversity and Inclusion

The University of Ottawa embraces diversity and inclusion in the workplace. While all qualified persons are invited to apply, we welcome applications from qualified Indigenous persons, racialized persons, persons with disabilities, women and LGBTQIA2S+ persons. 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.

Accessibility

The University of Ottawa is committed to creating and maintaining an accessible, barrier‑free work environment.

Accommodation

The University is also committed to working with applicants with disabilities requesting accommodation during the recruitment, assessment and selection processes.

Union Information

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.

Language Proficiency

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.

Language Test

The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute.

Covid Policy

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.

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