Institutional equity, diversity, and inclusion policies and on-the-ground student services realities

Many Canadian universities have embedded equity diversity and inclusion (EDI) goals within their institution's strategic plans, yet research tends to focus on the effectiveness of EDI goals rather than the experiences of the staff tasked with operationalizing those goals. This qualitative study looks at the experiences of student services staff incorporating a consideration for EDI into their roles and decision-making processes. Using semi-structured interviews, four student services staff members across SFU discuss their experiences balancing their job responsibilities, alongside institutional commitments to making the university a more equitable, diverse and inclusive place. Using a thematic analysis of staff's experiences, the study found that increased workload and inadequate training opportunities made it challenging for staff to incorporate EDI. The study concludes with recommendations to support staff in their attempts to support institutional EDI goals.