Student Services Coach

Student Services Coach - International (App. D/Temp. Assignment: June 2024 - March 2025)

Status: Appendix D/Temporary Assignment (June 2024 – March 2025)

Hours: Monday – Friday, 35 hours/week

Home Campus: Fennell (hybrid work arrangements available)

Rate of Pay: Payband F (Start Rate: $ per hour, plus 8% in lieu of vacation and benefits)

Posting Date: May 29th, 2024

Closing Date: June 10th, 2024 at 7:00 pm EST

We believe the rich diversity among our students and the communities we serve should be reflected within our workforce. As educators, we believe it is important to act and show leadership in advancing the principles of reconciliation, equity, diversity, and inclusion in our community.

The Student Services Coach - International reports to Manager, International Student Services and Engagement. In alignment with Mohawk College’s mission and values, the incumbent assists students in navigating the processes and procedures at the College to ensure they complete all necessary activities during their academic career. The incumbent will work closely with the International Student Services and Engagement team, International Admissions, International Recruitment and Partnerships, and the Registrar’s Office, Academic Integrity, and other offices and departments in the college. They will be conversant and able to assist on all aspects of Student Services, specifically related to International students’ needs.

What you’ll be doing:

Student-Facing Coaching

Based on Mohawk College’s Advising Model, the scope of ‘coaching’ is defined primarily by ‘explanatory’ advising however ‘transaction and prescriptive’ advising is also defined within this model. More in-depth developmental work should be referred to the appropriate Advisors or Counsellors. Coaching also includes:

Pre-scheduled coaching sessions – meeting with students who have booked time with the incumbent. Drop-in coaching sessions – allotting time each day/week to meet with students who arrive with questions who did not book a session ahead of time. Group coaching sessions – scheduling and promoting open sessions (or presentations) on a regular basis to groups of students on timely topics. Alternative coaching sessions (email, phone or online) – providing coaching to students (individual, group or drop-in) over the phone or using technologies such as conference calls, e-Learn, Skype etc. Session notes and data capture. The incumbent keeps detailed interaction and session notes using the college’s student relationship management software ( OCAS IAS, Banner, Contact Centre, Ministry systems) and ensures notes are in compliance with departmental and College guidelines and policies. Keeps consistent counts of advising and support activities and submits regular ( monthly and annually) reports to management, as required. Responsible for ‘direct service’ inquiries concerning student services programs, procedures and processes, and making appropriate and timely referrals to areas of the College as needed, in alignment with the Mohawk Advising Model and professional standards of the International Coaching Federation (with a focus on explanatory-type coaching). Assists with backup support ( running reports/templates, answering emails/phone calls, assisting with problem solving. Utilizing both online and in person resources to ensure students are completing the appropriate steps to navigate various applications and are supported as they start their academic career at Mohawk.

Outreach and Integration in the Promotion of Student Services’ Information, Services and Programs

Plans, organizes and facilitates relevant workshops and presentations to students and stakeholders ( appropriate use of computers, academic dishonesty, career planning, resume writing, interview skills, etc.). Responds to requests within the college community to promote opportunities and student services programs by presenting to groups in the community. Under the direction of their supervisor, ensures the current procedures for students are accurate and reflected in practices within International Student Services and Mohawk International. Drafts menus or checklists of activities/processes for students to complete to begin their studies successfully, and submits to their supervisor for revision and approval. As required, develops and maintains up-to-date student resource material (leveraging the online student portal when possible) for small-group sessions throughout the year. Collaborates with College partners to identify/resolve any issues related to students. When necessary, updates documentation on practices/processes, in clearly outlined and straightforward print and online material, to International Student Services. Encourages clients to leverage online solutions whenever possible to ensure that in-person interactions are reserved for value-added services/transactions.

Contributes to the Efficient Operations of International Student Services

Supports International Awards by promoting to students, responding to general inquiries from students. Supports in the planning and delivery of International Education Week, and other special events (Orientation, etc.). Coordinates workshops with different college departments to help students learn about supports available to them. Maintains Social Media presence – responsible for the International Student Services Facebook group (responding to inquiries, posting new content). Supports Student Health Insurance Ambassadors program.

Provides User and Technical Expertise

Provides feedback and suggestions on how to improve current processes and ensures up-to-date procedures are in place. Provides ongoing critiquing of the existing systems with the goal to reduce manual processing and enhance customer service. Recommends and develops, in collaboration with other partners, system and process enhancements to improve service to students. Support departmental workload redistribution during key times of the year and during employee absenteeism, ensuring that all areas of the office are covered in the most efficient way. Create packages for special presentation and mail out ( certificate, letter of congratulations, Offers of Admission, fee statements, convocation postcards, etc.). Monitors the Mohawk International operation, its policies and procedures in order to provide a quality service to students and stakeholders. Recommends procedures to ensure compliance to governmental and departmental guidelines. Prepares social media information and material for approval. Responsible for updating departmental manuals for all staff members.

Other duties as assigned.

What you’ll bring to the role:

Minimum 2-year Diploma in Business Administration, Business General, Office Administration, Education, Counselling, Social Services, or a related field. Preference will be given to those who have a credential that is international-focused, or related to immigration. Knowledge of a second language spoken by Mohawk’s International students a definite asset. Preference will be given to applicants who speak a second language and/or who have international experience ( lived internationally, studied internationally and can relate to international students first-hand). Successful completion of International Students and Immigration Education Program (ISIEP) and RISIA designation is an asset. 140 instructional hours.

The successful candidate will also be able to demonstrate a minimum of 3 years of related experience where they have obtained the following knowledge, skills and attitudes:

Post-secondary education – experience working with post-secondary students and applicants is strongly preferred. Event planning/project management – demonstrated experience coordinating workshops, events and managing projects. Diversity – demonstrated experience working with and supporting a diverse student/applicant population. Approachable and relatable to all members of College community – ability to positively relate to applicants, students, faculty, staff, administration and the general public in a variety of situations (one-to-one and groups) is essential. Computer proficiency/experience – proficiency in and experience with business computer applications including MSOffice (Word, Excel, PowerPoint, etc.) plus internet researching skills is necessary. Ability to learn and adapt to new software applications is important. Experience using college systems, such as Banner and OCAS IAS is an asset. Strong interpersonal, verbal, and written communication skills to effectively connect with and support students. Proficiency in administrative tasks such as taking notes, maintaining records, managing schedules, and coordinating events. Experience offering information, referral and/or advising services. Demonstrated commitment and understanding of human rights, equity, diversity, inclusion, and accessibility. The ability to communicate and work effectively with diverse students, employees, and communities.

What we offer:

Opportunity to gain experience and build relationships at a Hamilton/Niagara Top Employer. Access to professional development opportunities. Option to enroll in Defined Benefit pension plan (CAAT) with contributions matched by Mohawk College. Discounted rate for full-service athletic facility and instructor-led classes. Opportunities to engage in wellness events and activities.

To find out more about working at Mohawk College, please visit

We are committed to reconciliation and nurturing an inclusive, diverse, equitable, and accessible (IDEA) environment for everyone who learns and works at Mohawk College. We welcome applications from racialized persons, women, Indigenous people, persons with disabilities, 2SLGBTQIA+ persons, and others who may contribute to the further diversification of ideas.

The College is committed to fostering inclusive ad barrier-free recruitment and selection processes. If you require accommodation during any stage of the recruitment process, please contact Human Resources.

To learn more about Mohawk College’s commitments, please visit the Mohawk College strategic plan webpage:

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