Head Service Worker

Staff – Union

Job Category
CUPE 116

Job Profile
CUPE 116 Salaried – Head Service Worker

Job Title
Head Service Worker

Department
Dayshift Building Service Workers Building Operations

Compensation Range
$4,200.00 – $4,563.00 CAD Monthly

Posting End Date
November 22, 2022

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

Job End Date

Work Schedule: Day-Shift, Monday to Friday from 7:00 am to 3:00 pm.

Job Description Summary
UBC Building Operations provides comprehensive facilities maintenance, operations and renovation services for lands and buildings owned by the University of British Columbia. The Custodial Services group provides cleaning services, locking and unlocking of exterior doors, helps with snow removal, as well as set up for final exams, Congregation ceremonies, and other University functions and events.
The Head Service Worker has overall responsibility for the organization and direction of Building Service Workers in their assigned areas. The Head is responsible for establishing work priorities and allocating work to staff. The Head Service Worker ensures the correct use of related custodial materials, supplies, and equipment as well as ensures all staff adhere to departmental and university security, safety and administrative policies. The Head may be assigned to Day, Evening or Night shifts, on any days of the week.
Organizational Status
The Head Service Worker works from oral and written instructions and according to established procedures and reports directly to their immediate Supervisor, Custodial Manager, Operations Manager or Custodial Superintendent, depending on their shift assignment.
Work Performed
Provides overall supervision, organization and allocation of the work of assigned crews. Monitors quality of work and takes remedial action as required or recommends solutions to management staff verbally or in writing.
Provides direction and guidance, helps to ensure operations are running according to policies/procedures.
Trains, supervises, and motivates employees and works with the managers towards resolution of any staffing issues that arise. Openly encourages other team members to voice their ideas and concerns. Utilizes strengths of team members to ensure departmental objectives are met.
Develops and maintains cooperative and productive working relationships with team members and leads by example, fostering a cooperative and respectful work environment for their crew.
Liaises with Facilities Manager and stakeholders, communicates plans to support departmental objectives and problem solving. Actively solicits ideas and opinions from others to efficiently and effectively accomplish strategic objectives.  Troubleshoots and Investigates issues, and solicits multiple sources of advice prior to taking action when appropriate.
Works with managers to ensure service levels are being met based on department objectives. Identifies and where possible implements effective mechanisms to deliver services, solutions for stakeholders.  Seeks out and involves clients in assessing service, solutions or alternatives to determine ways to improve service.
Establishes and maintains relationships with stakeholders at the University. Shares information with crews and leadership and readily determines to whom to go to for relevant information. Partners with others to achieve expectations.
Identifies inefficient/ ineffective work processes and offers constructive alternatives.
Conducts daily staff briefings at shift beginning to discuss priorities and assign job duties; as well as at shift end to ascertain matters and issues, seek input into job processes and identify areas for improvement.
Works alongside the Supervisor or Manager in participating in the performance management and performance evaluation process as required.
Participates in relevant training as required.
Supervises the performance of Building Service Workers for the purpose of providing and improving efficient and effective custodial service to faculty, staff, students and visitors at UBC Point Grey Campus.
Ensures daily operations run smoothly and resolves any staffing issues that arise on shift by re-prioritizing schedules and providing direction to subordinates in order to provide appropriate coverage for absent workers as required, including performing custodial duties themselves if needed.
Conducts area inspections to evaluate cleanliness levels and ensure all work is performed in accordance with the standards set out in schedules/assignments, including the proper use and care of custodial equipment and supplies.
Responsible for orientating, training and evaluating new employees, including completing new employee evaluations at defined times during their probationary period.
Ensures all timecards for staff are completed properly and submitted to appropriate staff.
Coordinates and approves staff leaves and vacations and maintains correct documentation and records for staff attendance, absences and reasons for those absences, as well as ensuring medical or dental appointments are approved based on established guidelines.
Ensures a high level of customer service is delivered at all times to UBC Faculty, Students and Staff by all Building Service Workers on their team.
Completes daily written report and submits to their immediate Supervisor, Custodial Manager, and Operations Manager if necessary, detailing all operational issues that arise during the shift and flagging for follow up.
Assists with transporting employees, supplies and tools as needed to perform work.
Marks key plans for new campus buildings in order to determine work schedules and recommend staffing needs. Collaborates with the Scheduler/Trainer.
Issues, maintains and accounts for all equipment allocated to them and arranges for replacement and repair.
Evaluates new products and equipment and makes recommendations in its selection.
Evaluates stock levels and appropriate purchase costs as outlined in established procedures and policies by manual and electronic documentation.
Ensures safety measures are adhered to by conducting regularly scheduled safety observations, providing feedback and follow up to staff as well as re-training as needed. Participates in accident investigations and return to work meetings with staff as well as ensuring staff understand and follow their return to work plan.
Responsible for security in assigning and receiving key sets used by staff, including building masters and campus grand masters.
Locks and unlocks buildings when providing coverage for staff members, ensuring all buildings in their assigned areas are secure.
Carries out other related duties assigned.
Consequence of Error/Judgement

This position provides direction to staff in order to provide quality custodial services to the campus as well as many high profile events such as exams set up, graduation and holiday ceremonies, visiting dignitaries, as well as National and International conferences. Errors can cause significant impact to UBC s reputation on a domestic and international level as well as jeopardize labour relations. Nature of the work demands planning, exercising judgment based on a thorough knowledge of procedures, guidelines, regulations and established precedents.
Supervision Received
Acts independently on routine matters and under general direction, receiving detailed instructions on the assignment of new duties. Refers policy and procedural problems to their immediate supervisor.
Supervision Given
Positions at this level are required to supervise and oversee training and provide guidance and support to more than 25 subordinates daily. May be required to provide close guidance to new incumbents.
Preferred Qualifications
High School graduation. Five (5) years relevant experience and Ability to supervise staff or the equivalent combination of education and experience. Valid Class 5 driver s license. Thorough knowledge of custodial business procedures and practices gained through a minimum of five years of recent related experience, including the proven ability to supervise staff. Ability to exercise judgement and initiative in decision-making and discern policy and procedural matters when requiring administrative action. Ability to apply new methods or procedures when required. Working knowledge of custodial operations and equipment, ability to operate related business and custodial equipment, including tarp rollers and pallet jacks. Ability to lift heavy objects.
Ability to adapt to changing workload priorities, effectively reprioritizing or deferring tasks in line with operational and strategic goals. Ability to effectively train, supervise, and motivate employees. Ability to communicate effectively with employees and stakeholders. Ability to provide quality service to customers in a courteous, patient manner and effectively resolve complaints in a calm manner; exercising sound judgment. Ability to explain, assign, and monitor work of their assigned crew; communicating clearly and effectively both verbally and in writing. Ability to develop and maintain cooperative and productive working relationships with team members and to lead by example; fostering a cooperative and respectful work environment for their crew.