Student Support Navigator

**Student Support Navigator**:
**Summary**:
The student support navigator provides forward-facing, student-centered assistance to undergraduate and graduate students in understanding and navigating relevant college, school, and university policies, procedures and complaints. This position provides assistance to students regarding concerns, issues and complaints related to academic and non-academic misconduct, assists students navigating university processes and helps them access the most appropriate services and supports. The navigator supports students in feeling heard and fosters a sense of safety, dignity, and trust.

In this role, the incumbent is responsible for navigating a complex caseload and handling complaints appropriately within the established procedures. This position works in close collaboration with the internal team, institutional counterparts, and other support staff and will help develop institutional record-keeping systems to track and report relevant data regarding complaints, as well as assess trends in cases to assist in measuring success or determining changes.

**Duties and Responsibilities**:

- Acts as a referral point for other staff and provides specialized support to students regarding complaints or concerns including but not limited to academic and non-academic misconduct
- Completes an assessment of complaints and concerns and identifies relevant policies and procedures
- Receives, acknowledges, and logs complaints and concerns, triaging for urgency, risk and complexity
- Supports students in navigating university policies, procedures, and systems with care and clarity, helping them understand their rights and responsibilities
- Receives referrals from health and wellness providers and serves as a steady point of contact, responding with empathy, cultural humility, and a grounded presence to students who may be significantly impacted
- Creates and maintains appropriate record keeping, case management and reporting practices in alignment with data governance policies and confidentiality requirements
- Collaborates with internal stakeholders and units to assess jurisdiction and navigate complaints toward the most appropriate procedural direction
- Prepares summary reports for senior leadership or governance bodies
- Identifies trends or systemic issues from complaint data
- Monitors timelines across a complex caseload to maintain compliance with procedural deadlines
- Contributes to policy reviews and makes recommendations for procedural improvements
- Communicates policies and procedures to stakeholders in collaboration with key campus resources and units
- Communicates and acts in a respectful and professional manner, collaborates effectively, abides by policy, and contributes to a positive and productive work and learning environment
- Engages in continuous learning by participating in activities, training, and events related to Indigenous engagement, reconciliation, equity, diversity, and inclusion
- Demonstrates respect and dignity for all members of the community, actively contributes to an environment of acceptance and inclusion of others and responds to different perspectives from a place of curiosity, respect, and non-judgement
- Undertakes related duties, as assigned, consistent with the nature of the position

**Qualifications**:

- A bachelor’s degree in a relevant human service field
- Minimum of three years of relevant experience in public-facing or student-facing service roles, preferably within a post-secondary setting
- Experience or training in conflict engagement and resolution would be desirable
- Demonstrated understanding of the systemic barriers and structural inequities affecting equity-deserving students as well as those living with mental health challenges
- Knowledge of college/school and university governance structures
- Solid understanding of policies, procedures, and quasi-judicial processes, preferably within a university context
- Knowledge of trauma-informed principles and practices and demonstrated ability to support respectful and empathetic engagement
- Ability to work effectively independently and collaboratively within a diverse environment
- Demonstrated ability to provide responsive, student-centered service to a diverse population, with a strong understanding of the unique developmental needs of emerging adults
- Ability to build trust, communicate complex information with clarity and compassion, and offer support that respects students' autonomy, identities, and lived experiences especially during times of stress, uncertainty, or transition
- Demonstrated interpersonal, emotional intelligence, and communication skills
- Ability to assess complex situations, identify key issues, and provide sound guidance
- High level of attention to detail, organizational, prioritization, and time-management skills
- Ability to navigate emotionally demanding conversations while efficiently processing and synthesizing complex information

**Department**