Associate Director - Student Academic Support

Staff - Non Union Job Category M&P - AAPS Job Profile AAPS Salaried - Student Management, Level C Job Title Associate Director - Student Academic Support Department Student Academic Services | Dean's Office, Faculty of Graduate and Postdoctoral Studies Compensation Range $7,502.25 - $10,788.33 CAD Monthly The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date August 13, 2026

Job End Date Ongoing

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 Summary

The Associate Director, Student Academic Support is responsible for managing a large and complex caseload of graduate student and graduate program advising matters, particularly where academic, financial, personal, or health-related circumstances may affect student success, progression, or well-being. The position serves as a primary point of contact for students, staff, and faculty seeking support with complex graduate student situations and is responsible for managing G+PS involvement from initial consultation through to resolution. The role gathers and assesses detailed information from appropriate parties, formulates intervention plans, and provides advising, guidance, policy interpretation, referrals, and recommendations as appropriate. Working in collaboration with relevant parties and other support professionals, the Associate Director develops and supports action plans to address complex and sensitive situations. The role provides direction to students, staff, and faculty regarding the administrative actions required to support resolution plans for complex cases. The Associate Director, Student Academic Support is a senior professional resource for managing the University’s response to highly sensitive, complex, and consequential matters involving UBC’s diverse graduate student population. The role also provides key input into the development and implementation of organizational strategies, initiatives, and policies that promote graduate student wellness.

Organizational Status

The Associate Director, Student Academic Support reports to the Director, Academic Support. The position also works with the Vice-Provost/Dean, Associate and Assistant Deans, and other senior staff within Graduate and Postdoctoral Studies. The role interacts with senior academic and administrative staff across the University, particularly in graduate programs and student service units such as the Centre for Accessibility, Counselling Services, Early Assist, Student Conduct and Safety, Student Housing, International Student Development, Enrolment Services, the Ombuds Office, and other units related to graduate student success and well-being. The position also liaises with colleagues at other higher education institutions, both nationally and internationally, as well as professional associations, accreditation bodies, and governmental agencies. The incumbent works in a standard office environment at UBC Vancouver. Some evening and weekend work may be required.

Work Performed

Complex Case Management - 80%

Independently manages a large caseload of complex and sensitive graduate student issues, particularly those involving significant academic, financial, or personal difficulties, from initial consultation through to closure. Serves as a primary point of contact for students, staff, and faculty seeking assistance with complex graduate student situations. Draws on knowledge and skills in mental health and counselling to conduct comprehensive assessments and formulate intervention plans. This includes gathering detailed information and histories from appropriate parties through active listening, personal interviewing, and documentation review, and making referrals and recommendations to students, faculty, and staff as appropriate. Provides direct advising recommendations to staff and faculty regarding complex cases involving individual students or groups of students. Provides confidential individual advising to students facing complex and diverse challenges, either in single sessions or on an ongoing basis, depending on case complexity. Chairs complex case management meetings involving students, faculty, and staff to facilitate productive discussion and collaborative resolution of complex issues. Mediates between students and faculty where conflict exists, helping parties establish a common understanding of the situation, consider available options, and work toward resolution while prioritizing student well-being. Communicates directly with students, staff, and faculty involved in complex situations to summarize action plans, options, and outcomes. In highly complex cases where a student is significantly unwell and advanced guidance is required, the role may serve as the single point of contact. Provides coordinated support by bringing together relevant campus partners and program faculty to assist students who are interrupting or re‑entering their studies, particularly where mental health is a factor.

Consultation, Collaboration, and Coordination

Serves as the G+PS liaison to the UBC Early Assist team, coordinating and leading appropriate responses to Early Assist submissions involving graduate students. Provides consultative support and contributes to regular case briefing meetings with Managers, Student Support Services, to support coordinated and holistic approaches. Consults with Counselling Services, Student Health Services, the Centre for Accessibility, and other campus partners regarding students of concern in order to facilitate and expedite resolution of issues. Collaborates and consults with Faculty Relations, Department Heads, Equity and Inclusion, and the Investigations Office regarding formal and informal complaints filed by graduate students against faculty members. Develops and maintains relationships with Graduate Advisors, Department Heads, Associate Deans, Deans, campus partners, and community resources, serving as a key resource and point of expertise in addressing complex and sensitive student cases.

Policy Interpretation, Decision Support, and Appeals

Interprets and applies University policies in ambiguous and complex situations, using discretion and judgment to determine appropriate courses of action. Advises the G+PS Dean and Associate Deans on highly consequential decisions affecting graduate students, up to and including withdrawals from the University. Oversees G+PS involvement in students’ academic appeals, including gathering and analysing relevant information, drafting formal responses, consulting with stakeholders as appropriate, and appearing at Senate hearings. Participates in the development of G+PS policies and processes related to graduate student well‑being and student‑supervisor relationships. Identifies service gaps and policy issues arising from case management work and contributes to the development and implementation of policies, processes and strategic initiatives that enhance graduate student well‑being and support effective student‑supervisor relationships.

Identifying and Tracking Trends

Develops and maintains systems to track case progression and outcomes. Analyzes trends and patterns in complex graduate student cases. Provides data and recommendations to the Dean and senior leadership to support decision making and resource allocation.

Training and Outreach - 15%

Supports the development, implementation, and continuous improvement of training and outreach initiatives that enhance the experience of a diverse graduate student population, with a focus on well‑being, inclusion, and academic success. Delivers training and outreach through proactive programming and tailored sessions designed to meet the specific needs of individual graduate programs, faculties, or service and support units. Develops and maintains G+PS website content related to complex graduate student cases. Serves on or advises campus committees or task forces related to graduate student success. Maintains connections with colleagues at other universities to share information and best practices related to complex graduate student cases and student success.

Other Duties - 5%

Performs other duties commensurate with the skills and experience of the position.

Consequence of Error/Judgement

This is a key senior administrative position responsible for managing highly sensitive situations involving graduate students at risk of non‑completion of studies, including situations involving mental health and interpersonal crises. The actions, recommendations, and decisions of this role may be binding to the University and are critical to the academic and personal welfare of students. They may directly affect admission, academic progress, the right to continue in a program, and the determination of qualifications for graduation. Incorrect actions, advice, or decisions may negatively affect students’ academic progress or careers and may lead to academic appeals or legal action.

Supervision Received

Reports directly to the Director, Academic Support and receives direction from the Vice-Provost/Dean and Associate Deans. Works independently within established case management practice guidelines, University policy, and provincial privacy legislation. The role operates within a model of collegial consultation and collaboration. Work is reviewed for overall effectiveness.

Supervision Given

Provides functional direction to the Student Academic Services team, including M&P and CUPE staff, regarding administrative actions required to address complex student situations.

Minimum Qualifications

• Undergraduate degree in a relevant discipline.
• Minimum of four to five years of related experience, or an equivalent 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

• Counselling, social work, law, or a related field education from a recognized university, or an equivalent combination of education and experience.
• Relevant professional and/or advising experience.
• Experience working directly with domestic and international graduate students, faculty, and staff.
• Experience managing and collaboratively resolving complex administrative, interpersonal, and personal conflicts.
• Counselling, social work, or similar case management experience.
• Demonstrated skills in case management, dispute resolution, and problem‑solving.
• Strong communication skills, including oral, written, and presentation skills.
• Ability to exercise tact, diplomacy, and sound judgment when facilitating dialogue and managing difficult situations.
• Strong interpersonal skills and the ability to build effective working relationships.
• Ability to adapt and work effectively in a multi‑tasked environment with a high volume of work and competing deadlines.
• Ability to think creatively and support innovative solutions to organizational challenges.
• Ability to work effectively as part of a team and contribute to shared team goals.

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. Recognised 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 realise their greatest potential. New ideas, changing infrastructure, innovative technology, and fresh approaches are opening up possibilities for the future of research, teaching, and work. Are you ready to embrace the future together? Equity and diversity are essential to academic excellence. An open and diverse community fosters the inclusion of voices that have been under‑represented or discouraged. We encourage applications from members of groups that have been marginalised on any grounds enumerated under the B.C. Human Rights Code, including sex, sexual orientation, gender identity or expression, racialisation, disability, political belief, religion, marital or family status, age, and/or status as a First Nation, Metis, Inuit, and/or Indigenous person. All qualified candidates are encouraged to apply; however Canadians and permanent residents will be given priority. If you have any accommodation or accessibility needs during the job application process, please contact the Centre for Workplace Accessibility at workplace.accessibility@ubc.ca.

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