Student Support Specialist, Student and Community

2 weeks ago

Scarborough, Canada Centennial College Full time

Job Number:
- J0523-1722- Job Title:
- Student Support Specialist, Student and Community Engagement- Job Type:
- Permanent FT Support- Bargaining Unit:
- FT Support- School/Department:
- Student Experience & Success- Campus/Location:
- Progress Campus/Hybrid- Pay Range:
- $28.56 - $33.11/Hour- Pay Band:
- Support F- Hours/Week:
- 35- Shift Schedule:
- Monday - Friday, 8:30 am - 4:30 pm (flexibility to work outside of regular hours)- Date Posted:
- May 25, 2023- Closing Date:
- June 1, 2023We also recognize that Centennial is situated on the Treaty Lands of the Mississaugas of the Credit First Nation and pay tribute to their legacy as well as that of all First Peoples that have been and remain present here in Toronto. We recognize that First Peoples come from sovereign Nations and that part of understanding our responsibilities of residing on this territory are understanding the true history, circumstances and legacy of the Treaties signed here (such as the Toronto Purchase, Robinson-Huron Treaty and Williams Treaties) and including pre-contact Treaties and Agreements between sovereign Nations and that all peoples in this area are therefore Treaty people with obligations and responsibilities to all our relations.

**Position Summary**
The Student Support Specialist serves as a common gateway to Student Community and Engagement (SCE), student services and various forms of advising at Centennial College. As such, the incumbent plays an integral role in ensuring that “no door is the wrong door” for learners and that they experience relational, empowering, seamless, holistic and learning-centred service. The incumbent will provide meaningful and effective student interaction by assessing people with a deep level of inquiry - both the articulated and unarticulated needs, to determine the referral. The interaction could be anyone from a student who requires deep listening and problem-solving, an international student requiring immigration advising, students who seek access to co-curricular offerings or even a prospective student who presents with eagerness, apprehension and a multitude of unknowns.

The incumbent holds a key position within Student Community and Engagement as well as the broader Student Life Engagement Division (SLED), Student Experience and Success (SES) and College academic, advising and services networks, leveraging their vast knowledge of all programs, services and pathways a student may need and/or want to explore. The ultimate goal is to create a welcoming space, deescalate tense situations, problem-solve and ask probing questions to seek clarity to connect the students to the appropriate resources including but not limited to Success Advisors in their School, International Student Advisors, Pathways Advisors, Student Life staff, the Centennial Leadership Academy, the Student Experience Office, the Global Experience team as well as referrals to other service areas across the institution.

The incumbent works collaboratively with others on the SCE frontline team to provide in-person and virtual triage and reception services, coordinate the SCE front reception space, provide general administrative support to the SCE team (supply orders, equipment updates, bookings, record-keeping, photocopying, calendars, etc) as well as clerical support to the SCE team.

**Responsibilities**
- Accessing a deep level of inquiry, listening and understanding the articulated and unarticulated needs of all prospective/current domestic/international students as well as their supporters for all SCE teams, the Student Experience Office and Centre for Part-time Online Learning.
- Triaging using deep-listening, problem-solving and care, and offering empathetic support to students who present in an elevated state of behaviour from negative/disappointing news as they deal with a host of challenges and issues.
- De-escalating, normalizing, decoding needs, and getting the student connected to the appropriate person or service anywhere across the College in a seamless and coordinated way.
- Supporting students with intake forms, booking appointments, making SCE services requests, distributing documentation and by educating then on the benefits of co-curricular learning.
- Using College queuing systems (ie Q-Nomy, CASS) to issue tickets for and monitor various in-person and virtual queues, wait times to ensure students are being seen in timely fashion.

**Qualifications/Experience**
- Minimum 2-year diploma, degree or equivalent Office Administration, Business Administration or equivalent.
- Minimum 2 years of relevant experience gained in a front-line customer service or student support role, preferably in an educational institution.
- Demonstrated experience using a variety of software packages including MS Office Suite (Word, Excel, Outlook, Publisher)
- Demonstrated experience working with databases and information systems (i.e. Banner, CRM)
- Demonstrated student-centered approach with a high degree of sensitivity t

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