Student Services Coordinator, Student Wellness and Accessibility Services

4 weeks ago

St Catharines, Ontario, Canada Brock University Full time

This role is part of the Administrative Professional (Employee Group) at Brock University, a leading comprehensive university in Canada. We are seeking a team member who can help us deliver an exceptional student experience, perform impact-driven research, and generate life-changing breakthroughs.

We are looking for a Student Services Coordinator who will welcome, greet, and provide information to students and callers in a student-centered, empathetic, knowledgeable, and courteous manner. The incumbent will assess the needs of students and manage the flow to respective services, ensuring students experience a helpful and timely response.

Key Responsibilities:

  • Interact with students in a professional manner, considering their perspective and needs, and act as a liaison contact with Student Wellness and Accessibility services colleagues.
  • Intervene, de-escalate, and support students to diffuse any emotional situations until the appropriate professionals can respond.
  • Ensure the safety and well-being of students, monitoring behaviors, preventing escalations, and responding to high-risk indicators using verbal de-escalation techniques.
  • Provide helpful and supportive information about Student Wellness and Accessibility services to students, staff, faculty, and community members.
  • Triage student inquiries or refer them to the correct professional within the Student Wellness and Accessibility Centre, keeping in mind student-centered services.
  • Record and document details of interactions with students (referrals to campus partners).
  • Provide, coordinate, and act as a focal point to the SWAC team, including providing accurate information to all contacts and monitoring schedules for conflicts (staff absences) ensuring there is no interruption of service to students.
  • Maintain the front desk service procedure manual and communicate any details for students wishing to dispute their missed appointment fee to the Operations Supervisor.
  • Submit computer access requests, security codes, key transfers, office logistics setup, and setting up appointments in OASIS.
  • Develop, maintain, and support a filing system for Student Wellness and Accessibility Centre services in keeping with PHIPA and FIPPA.
  • Arrange and attend meetings pertaining to formatted student services, book rooms and equipment, take notes, prepare formatted minutes in a timely fashion for the supervisors' approval, and circulate minutes to appropriate parties after meetings.
  • Compose and proof correspondence, including newsletters, flyers, and emails.
  • Follow policies and procedures for dealing with confidential information respecting student privacy and yet ensuring that the right service is provided.
  • Support staff and students when needed to provide and liaise referrals within Brock or outside the community.

Requirements:

  • Social Services Worker Diploma.
  • Demonstrated front-line experience in a customer service role in a related field (health sciences, social work).
  • Knowledge of wellness and accessibility issues.
  • Knowledge and sensitivity to a range of medical issues and legal requirements for the provision of disability services.
  • Knowledge of characteristics of specific health and social concerns and disabilities particularly within the post-secondary context.
  • Solid computer competency including word processing, spreadsheet, database, and web-based applications.
  • Strong document management, attention to detail, accuracy, and administrative skills.
  • Ability to operate efficiently and effectively in a fast-paced environment, switching constantly from task to task.
  • Ability to work independently to problem-solve customer requests.
  • Ability to de-escalate situations using empathetic listening and motivational interviewing skills.
  • Capacity to handle unexpected and potentially emergency/crisis situations in consultation with student life personnel.
  • Ability to conceptualize new ideas to help streamline procedures to ensure efficiencies.

Salary and Benefit Information:

  • Job Grade (I), Salary Scale ($48,790-$83,640).
  • Target Hiring Range: $48,790-$51,000.
  • This is a 12-month fixed term contract with benefits.

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