Associate Director, Student Care

8 months ago

Kingston, Canada Queen's University Full time

**About Queen's University**

Queen’s University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more.

Come work with us

**Job Summary**

The Associate Director, Student CARE uses current case management methodologies which are grounded in equity, to oversee and manage the CARE case intake system, conduct case reviews, complete non-clinical risk assessments, and to coordinate and implement appropriate interventions to support student wellbeing and success.

The Associate Director oversees the day to day operation of the CARE system and directly manages the Support Services Coordinator. The Associate Director works closely with campus partners including Student Wellness Services, Campus Security and Emergency Services, Housing and Ancillary Services, Athletics and Recreation, Human Rights and Equity Office, and academic staff and faculty to oversee a collaborative approach to supporting students.

**KEY RESPONSIBILITIES**:

- Oversees and provides non-clinical student case management service to the Student CARE system related to Students at Risk (SAR) Policy and is the lead case manager for all complex cases.
- Manages the intake system for students experiencing difficulty or distress, and/or exhibiting disruptive or disturbing student behaviour. Case manages students with complex needs and/or circumstances in accordance with relevant policies and procedures.
- Develops, and implements case management procedures that comply with legal requirements and professional standards of behaviour intervention, support coordination, confidential file maintenance, including ensuring appropriate case confidentiality and records management.
- Acts as the lead Case Manager for the Assessment and CARE Team, which determines interventions required to support the safety and wellness of individual students and the broader University community.
- Provides guidance and expertise in assessing, analyzing, and responding to students of concern and when there is a potential risk to students, staff, faculty or the University, as outlined in the Student at Risk Policy and other relevant policies.
- Liaises with faculty and staff working with students who require supports, including advising, coaching, and providing ongoing assessment in cases based on the nature and complexity of the situation.
- Coordinates support with the Senior Director, Student Conduct and CARE, Student Wellness Services, Campus Security and Emergency Services, and other key partners and stakeholders for complex cases involving multiple services and supports.
- Uses judgement to determine and recognize potential for liability and, with the Senior Director, refer to senior leadership as appropriate. Ensures cases of high risk or threat are diverted or referred to the student-at-risk processes and response as appropriate.
- Continuously evaluates effectiveness of policies and procedures and monitors best practices across the post-secondary sector to make recommendations on improvements to policies, procedures and service delivery.
- Oversees the development and delivery of training and educational initiatives that educate faculty, staff, and students on response protocols and procedures related to students of concern. Organize ongoing staff and stakeholder professional development opportunities related to student case management and risk assessment.
- Promotes and fosters a collaborative environment across the team and services.
- Plans, prioritizes, and manages the work of employees, providing strategic and tactical advice, guidance and coaching. Identify the need for staff resources and makes effective recommendations regarding employee selection and performance.
- Manages performance by establishing performance standards, reviewing and evaluating performance and conducting formal performance reviews on an ongoing basis.
- Assesses staff training and development needs and ensure that employees receive training required to improve and sustain successful performance.
- Investigates, addresses and resolves employee/labour relations issues, including making decisions regarding disciplinary and discharge matters.
- Develops a system of critical case management debriefing for staff and others involved in case management, that includes a recognition of vicarious trauma, and opportunities to review approaches and responses.
- Performs other duties as assigned within the scope of the role.

**REQUIRED QUALIFICATIONS**:

- An undergraduate degree in social work, human services, educational psychology, education or related field. Master’s degree preferred.
- Minimum five years of related case management experience.
- Demonstrated experience leading a pro

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