Frontline Planner

Founded in 1910 and located in Calgary, Alberta, Canada, Mount Royal University grew into a vibrant college in the 1930s and became a mid-sized university in 2009. Today, Mount Royal offers 14 bachelor degrees and 38 majors, along with a wide range of diploma and certificate options. We boast a diverse community with nearly 16,000 credit students, more than 5,500 non-credit students and about 1,700 employees.

Mount Royal is located in the traditional territories of the Niitsitapi (Blackfoot) and the people of the Treaty 7 region in Southern Alberta, which includes the Siksika, the Piikani, the Kainai, the Tsuut’ina, and the Iyarhe Nakoda. The City of Calgary is also home to the Métis Nation.

A student-focused undergraduate university built on teaching excellence, we are known for our top-calibre programs, high-quality teaching and learning experience, robust delivery of liberal education, scholarly teaching, experiential learning and undergraduate research. Learn more at mru.ca/AcademicPlan .

We are committed to removing barriers and fostering the inclusion of voices that have been historically underrepresented or discouraged in our society. In support of our belief that diversity in our faculty and staff enriches the work, learning and research experiences for the entire campus community, we strongly encourage members of the designated groups (women, Indigenous Peoples, persons with disabilities, members of visible minorities, and diverse sexual orientation and gender identities) to apply and self-identify.

Mount Royal University’s Facilities Management department is responsible for the planning, development, construction, design, operation, maintenance, safety, security and stewardship of all the buildings, infrastructure, sites and services within Mount Royal’s campus community. Through efficient and environmentally sustainable operation, we offer grounds, custodial, building operations, facilities planning, security services and engineering professional services to provide a physical environment that supports and enhances our academic space for students and staff. Our team of professionals are dedicated to providing customer service excellence. Our staff respond to daily service requests and emergency / priority situations as needed.

The Frontline Planner is a detailed oriented position within Facilities Management, which has a strong focus on customer service. The Frontline Planner acts as the primary liaison between the Mount Royal University (MRU) Community, Environmental Services and Building Operations, as well as a point of contact for other inquires related to Facilities Management. Additionally, the Frontline Planner coordinates between the various operational groups both under Facilities Management (the Call Center, Building Operations, Planning & Project Delivery, Grounds, etc.) and outside of Facilities Management (Recreation, ITS, ETS, etc.).

The Frontline Planner provides Building Operations, Environmental Services, Grounds and Planning and Project Delivery a wide range of support including, but not limited to: monitoring & management of all request intake, coordination of work, providing routine reporting, overseeing the On-Call system, and coordinating select contracted work (mainly related to preventative maintenance).

Responsibilities

 Monitoring, Planning and Communication

• Monitor all incoming work requests submitted to Building Operations, Planning & Project Delivery, Environmental Services, Grounds and other select groups, and review for initial approval. This includes:
  • Reviewing work request for accuracy and clarity: clear scope of work, realistic completion date, proper lead times, correct equipment identification, proper FOAP (if applicable), proper authorization, and discuss details with originator of the work order.
  • Determining if the work request falls under the scope of Facilities Management, and if so, which group (i.e., Critical Systems, Environmental Services, Planning & Project Delivery, etc.) is best suited to complete the work request. Part of this determination may involve consulting with various other members of Facilities Managements and other stakeholders outside of Facilities Management.
  • If the scope of work falls outside of Facilities Management, the Frontline Planner is responsible of notifying the individual who has placed the request and/or consult the MRU department that is responsible for the work.
  • Escalate work requests that require immediate action, such as for major leaks, power issues, and other similar issues. This is done by immediately contacting the supervisor, craftsperson or other group that is most likely to mitigate the issue. 
  • Notify Building Operations’ Supervisors, Planners and Environmental Services contacts about any work requests that need to be prioritized based on factors such as overall urgency, level of concern from the MRU Community, impact to University operations, importance to client, etc.
• Providing support for internal/external stakeholders including:
  • Managing Facilities Management’s main general email (mrufrontline) and receiving all calls for urgent requests[1] from the Call Centre during regular business hours.
  • Managing Client/external stakeholder’s expectations based on current levels of available resources (ie staff workloads and material availability), feedback from supervisors and Facilities Management Processes.  
  • Responding to all inquiries, such as to provide updates on requests (primarily those for Building Operations and Environmental Services), acting on behalf of the client to follow-up with Facilities Management staff, providing education/training to clients on how to use the Frontline System (including troubleshooting) and providing advice/contact information for redirecting requests that do not fall under Facilities Management’s scope; and escalating those that are more technical in nature to the IWMS Technology Support Analyst.
  • Schedule, upon request of the client or another stakeholder, specific work to be completed

• Monitor all incoming work requests submitted to Building Operations, Planning & Project Delivery, Environmental Services, Grounds and other select groups, and review for initial approval. This includes:
  • Reviewing work request for accuracy and clarity: clear scope of work, realistic completion date, proper lead times, correct equipment identification, proper FOAP (if applicable), proper authorization, and discuss details with originator of the work order.
  • Determining if the work request falls under the scope of Facilities Management, and if so, which group (i.e., Critical Systems, Environmental Services, Planning & Project Delivery, etc.) is best suited to complete the work request. Part of this determination may involve consulting with various other members of Facilities Managements and other stakeholders outside of Facilities Management.
  • If the scope of work falls outside of Facilities Management, the Frontline Planner is responsible of notifying the individual who has placed the request and/or consult the MRU department that is responsible for the work.
  • Escalate work requests that require immediate action, such as for major leaks, power issues, and other similar issues. This is done by immediately contacting the supervisor, craftsperson or other group that is most likely to mitigate the issue. 
  • Notify Building Operations’ Supervisors, Planners and Environmental Services contacts about any work requests that need to be prioritized based on factors such as overall urgency, level of concern from the MRU Community, impact to University operations, importance to client, etc.
• Providing support for internal/external stakeholders including:
  • Managing Facilities Management’s main general email (mrufrontline) and receiving all calls for urgent requests[1] from the Call Centre during regular business hours.
  • Managing Client/external stakeholder’s expectations based on current levels of available resources (ie staff workloads and material availability), feedback from supervisors and Facilities Management Processes.  
  • Responding to all inquiries, such as to provide updates on requests (primarily those for Building Operations and Environmental Services), acting on behalf of the client to follow-up with Facilities Management staff, providing education/training to clients on how to use the Frontline System (including troubleshooting) and providing advice/contact information for redirecting requests that do not fall under Facilities Management’s scope; and escalating those that are more technical in nature to the IWMS Technology Support Analyst.
  • Schedule, upon request of the client or another stakeholder, specific work to be completed.

• Monitor all incoming work requests submitted to Building Operations, Planning & Project Delivery, Environmental Services, Grounds and other select groups, and review for initial approval. This includes:
  • Reviewing work request for accuracy and clarity: clear scope of work, realistic completion date, proper lead times, correct equipment identification, proper FOAP (if applicable), proper authorization, and discuss details with originator of the work order.
  • Determining if the work request falls under the scope of Facilities Management, and if so, which group (i.e., Critical Systems, Environmental Services, Planning & Project Delivery, etc.) is best suited to complete the work request. Part of this determination may involve consulting with various other members of Facilities Managements and other stakeholders outside of Facilities Management.
  • If the scope of work falls outside of Facilities Management, the Frontline Planner is responsible of notifying the individual who has placed the request and/or consult the MRU department that is responsible for the work.
  • Escalate work requests that require immediate action, such as for major leaks, power issues, and other similar issues. This is done by immediately contacting the supervisor, craftsperson or other group that is most likely to mitigate the issue. 
  • Notify Building Operations’ Supervisors, Planners and Environmental Services contacts about any work requests that need to be prioritized based on factors such as overall urgency, level of concern from the MRU Community, impact to University operations, importance to client, etc.
• Providing support for internal/external stakeholders including:
  • Managing Facilities Management’s main general email (mrufrontline) and receiving all calls for urgent requests[1] from the Call Centre during regular business hours.
  • Managing Client/external stakeholder’s expectations based on current levels of available resources (ie staff workloads and material availability), feedback from supervisors and Facilities Management Processes.  
  • Responding to all inquiries, such as to provide updates on requests (primarily those for Building Operations and Environmental Services), acting on behalf of the client to follow-up with Facilities Management staff, providing education/training to clients on how to use the Frontline System (including troubleshooting) and providing advice/contact information for redirecting requests that do not fall under Facilities Management’s scope; and escalating those that are more technical in nature to the IWMS Technology Support Analyst.
  • Schedule, upon request of the client or another stakeholder, specific work to be completed.

Fronltine (IWMS Software) Support:

• Provide routine reports to FM managers or team leads.
• Provide basic training to clients and FM users
• Identify improvements/modifications to the Archibus system such as changes to SLAs.
• Assisting in the implementation of IWMS system upgrades and implementation of new modules.
• Conduct root cause and lessons learned analysis to maintain and optimize business continuity.
• Create and revise training and process documentation.
• Provide expertise on facilities management processes and procedures
• Act as a liaison between Archibus internal and external users (including craftspeople) and the Facilities Management System Admin Group

Administrative Support:

•  Coordinating select Contracted Preventative Maintenance. This includes obtaining quotes, scheduling work & coordinating in-house support, overseeing contractors, reviewing invoices for approval, arranging for safety orientations and notifying stakeholders.
• Provide scheduling and communication support for Building Operations
  • Upon request of Building Operations staff, schedule work and send out related email notifications for work that has a high impact on operations, work that requires coordination with the user group or if the work requires a high degree of coordination with groups outside of Building Operations.
• Manage the On-Call System. This includes consulting with stakeholders to improve the system, following up with the Call Centre to provide feedback and make changes to the process, and create & update the schedule for the on-call shift.
• Providing information to Managers on older open work requests for Management review and escalation.
• Providing craftspeople key in/out report to Manager, Building Operations on a regular basis.

Other Miscellaneous Duties:

•  This includes miscellaneous communications and Archibus (IWMS Software) projects
• Tasks related to developing and implementing innovative processes  
• Other administrative duties as assigned

Qualifications

• Two Year Diploma from a University or Equivalent or Journeyman Ticket
• Two – Three Years experience
• The incumbent will need good computer skills to learn and adapt those skills to our process.
• Knowledge and support of Archibus and Microsoft applications or experience with other IWMS/CMMS software. 
• Intermediate to strong skills in MS Office suite. Strong skills in Microsoft Excel and Google G-Suite.
• Strong ability to learn and adapt to facilities management practices and information.
• Can manage multiple priorities or projects simultaneously and keep them progressing to completion (strong organizational skills).
• The ability to clearly communicate, both written and verbal, to a wide range of audiences (i.e.  tradespeople, managers, faculty, etc.).
• Requires strong problem-solving skills.
• The incumbent will require the ability to work with large amounts of data, be able to identify trends and quickly find specific records

 Additional essential specific skills or special requirements:

• Must have excellent communication and interpretation skills, with the ability to write in a professional manner.
• Able to work and communicate professionally
• Able to work in a consultative and cooperative work environment.
• Must be able to work under pressure when high priority items or complications arise.
• Requires a high level of detail orientation
• Knowledge in workflow and process management is an asset

Talented and committed employees are the driving force behind student success. We strive to be an employer of choice among Canadian post-secondary institutions. 

At Mount Royal University, we recognize that people are a combination of many intersecting identities; we work to cultivate an environment that welcomes the whole person, and harnesses the strength that is available in our diversity, creating a rich and inclusive workplace.

Investing in the learning and development of our employees benefits the individual and the University. A variety of services, resources and programs encourage a healthy, productive workplace. Mount Royal University offers a competitive total compensation package including health and dental benefits, pension, health and personal spending accounts, paid vacation, winter holiday closure, personal days and a free membership in our fully equipped recreation centre. 

Our campus offers the convenience of a full medical clinic, dentist and pharmacy, as well as a variety of wellness services such as physiotherapists and massage therapists. Campus Recreation offers many activities, including personal training, fitness classes, climbing, aquatics, sports, tournaments and certifications for students, employees and the public.

Salary:                 $60,571 – $76,640 per annum (Subject to retroactive increase based on Gain Sharing Conditions as per the Government of Alberta)

Closing Date:     March 1, 2024

A cover letter and resume should be submitted in one .pdf document. Please title your .pdf document as follows: [Last Name], [Requisition Number].pdf (ex. Smith, 999999.pdf).