Student Services Assistant

2 weeks ago

New Westminster, Canada Douglas College Full time

**Work Arrangements**What Douglas Offers**

DO what you love. Be good at it. That’s how Douglas College defines a great career. It’s a philosophy that resonates through our classrooms, our offices and our boardrooms. It inspires our students and drives us to make Douglas College one of BC’s Top Employers. We love what we do. And we’re looking for passionate, motivated people to join us in making one of Canada’s best colleges even better.

**The Role**
- The Student Services Assistant provides professional and confidential service, cross-departmental referrals, and information to current and prospective (domestic and international) students, faculty, parents/supporters, external partners and general public across Student Affairs and Services areas of responsibility, including but not limited to, Accessibility Services, Counselling, Indigenous Student Services, Student Support Navigator, Student Life, Student Services, and Student Conduct.
- The Student Services Assistant provides administrative support for faculty and staff in Student Services, Accessibility Services, Counselling, Indigenous Student Services, Student Conduct, Student Support Navigator, and Student Life. The Student Services Assistant provides immediate response to urgent student situations, acting as a liaison between the student in crisis, Counsellor, SAS administrators, Douglas College security and emergency personnel.**Responsibilities**

**1. Service Delivery and Support**
a. Provides assistance and responds to complex issues, while working closely with other internal units and other College departments. Responds to sensitive and confidential issues relating to student disability needs and accommodations, mental health conditions and complex medical disorders and collaborates to ensure seamless service delivery and referrals.
- b. Addresses daily multi-faceted inquiries and uses professional judgment and discretion to respond to complex situations while addressing concerns and issues (i.e. facilitating last-minute accessibility accommodations for students with disabilities).
- d. Makes and receives referrals, when appropriate, between staff and faculty within Student Affairs and Services and/or other departments or services.
- e. Provides information on College services, programs, policies and procedures.
- f. Assists students in distress as a first point of contact, by liaising with appropriate services to ensure immediate response, working with Counselling, Accessibility Services, SAS administrators, Douglas College security and emergency personnel as needed.
- g. Monitors the ‘Wellness Room’ in SAS to offer a quiet, private, confidential space while arranging for immediate support for students in distress.
- h. Provides students with external crisis agency referral, and uses judgment and discretionary authority for priority scheduling for urgent same-day counselling appointments. Consults with Administrators and Counsellors, as needed, to determine priority.
- i. Communicates with Deaf and Hard of hearing students by operating the TTY device and responds to inquiries from students with disabilities.
- j. Diffuses upset, angry or hostile students or instructors and provides guidance and information, and refers appropriately.
- k. Responds to complaints and issues by listening to concerns/questions and informing student/instructor on applicable processes, making referrals as needed.
- l. Supports Counsellors in distributing information on Human Development courses to both prospective and current students.
- n. Assists students and visitors in navigating the College’s website and providing information on current programming, including referrals to appropriate departments, such as Enrolment Services.
- o. Collects information or documentation for registration with Accessibility Services from prospective and registered students with disabilities.
- p. Schedules first meeting appointments with Accessibility Specialists and compiles first meeting packages, documentation requirements, information on our confidentiality agreement and Specialist information.
- **2. Administration and Operations**
a. Manages both staff and faculty calendars daily in Student Affairs and Services. Coordinates drop-in times and schedules student and faculty appointments using specialized database systems containing highly confidential and sensitive student disability and counselling information (Clockwork and Titanium).
- c. Updates procedures on an ongoing basis under the direction of the Operations Supervisor.
- d. Provides assistance to Facilitators by setting up testing rooms and adaptive software for Accessibility students when required.
- e. Maintains and updates student database files in Clockwork and Titanium, including confidential and sensitive student information (i.e. disability diagnosis, confidential medical records, psychoeducational assessments, etc.). Creates client files and imports student data from Banner and imports to Clockwork

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