Front Desk, Counselling Service

2 months ago

Vancouver, Canada UBC Full time

Staff - Union
Job Category
CUPE 2950
Job Profile
CUPE 2950 Salaried - Clinic Secretary/Clerk (Gr6)
Job Title
Front Desk, Counselling Service
Department
Strategic Initiatives | Student Health and Wellbeing | VP Students
Compensation Range
$4,449.00 - $4,676.00 CAD Monthly
Posting End Date
November 13, 2024
**Note**: Applications will be accepted until 11:59 PM on the Posting End Date.
Job End Date
Jan 31, 2025
At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.
Job Summary
This position performs a full range of front desk reception services and processes for Counselling Services including working with UBC s community to best meet student s needs through Early Alert, appointments and providing referral information as appropriate; appointment scheduling; phone inquiries; data entry and file management. The incumbent provides administrative support for Counselling Services staff and has responsibility for a wide range of general office administrative functions. Duties range from complex to routine and include maintaining a highly confidential client record-keeping system, correspondence, communications, project tracking and coordination, organizing meetings, and supplies ordering. This position requires a thorough knowledge of counsellors activities, as well as campus resources. Also requires good judgment, the ability to work independently in a complex and high paced environment, a high level of interpersonal skill, the ability to respond with tact and sensitivity to highly distressed students, the ability to make decisions at times of high stress using analytical and situational methods. This position requires the ability to successfully manage a large amount of administrative responsibility while responding in a calm, caring and professional manner to student needs.
Organizational Status
Reports to the Clinic Manager and works closely with the Clinical Coordinator as well as counselors, trainees, and Work Learn students.
Work Performed
- Coordinates work processes, establishes work schedules and priorities, and resolves complex issues.
- Provides excellent, seamless and accessible reception service, and provides customer service to clients as required.
- Works collaboratively within a service team context to ensure high standards of service provision.
- Handles complex customer service complaints or inquiries, and implements corrective actions or identifies processes and systems that require improvement. Makes recommendations for changes.
- Responds consistently in a calm, caring and respectful manner to students presenting with a wide range of levels of distress and complexity of concern.
- Multitasks effectively in a very high paced work environment.
- Determines the urgency of requests for services and works closely with the Clinical Coordinator to manage smooth flow of clients in drop-in periods in order to maximize student s access to resources.
- Schedules counselling appointments and maintains an integrated scheduler/data base and file management system for all client contacts.
- Registers students for group and psychoeducational programs.
- Responds to requests for information, schedules appointments for clients, assists with crisis intervention and connecting clients with appropriate clinical resources/staff.

Administrative Support
- Performs data processing and prepares statistical reports.
- Tabulates responses from evaluation forms, aggregating responses and developing summary evaluation reports for outreach, group, and workshop programs.
- Prepares service and program activity reports.
- Prepares reports of measures of activity for outreach, groups, and workshops.
- Ensures that reception and waiting room space are well maintained ensuring that office supplies and information materials in pamphlet displays are stocked.
- Maintains bulletin boards and distributes brochures within the campus community.
- Participates in the development of office procedures.
- Maintains photocopiers, printer, and video equipment. Performs routine repairs (fixing paper jams, adding toner and paper), and calls for service when required.
- Maintains the schedules of counselors and trainees.
- Organizes and arranges meetings, facilities, workshops and other functions (i.e. preparing and organizing information packages for meetings, workshops and special events, recording and preparing meeting minutes).
- Supports planning, implementation and review of office administrative tasks.
- Educates new staff about current office procedures and operations. Assists staff in identifying and correcting problems related to office operation policy and procedures.
- Develops and delivers orientation and training of new

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