Student Services Coordinator

Brock University; St. Catharines; On-site; CAD 40,000 - 64,000; Part time

Job summary

Brock University is seeking a Student Services Coordinator to greet and direct students, assess their needs, and guide them to wellness and accessibility services. The role acts as a first point of service and supports filing, referrals, and EMR documentation on campus.

The position requires a Social Services Worker Diploma (or equivalent) and experience in customer service, with emphasis on empathy, privacy, and efficient service delivery in a fast-paced environment.

Qualifications

• Diploma in Social Services Worker or equivalent.
• Experience front-line customer service in health/social field.
• Knowledge of wellness and accessibility issues.
• Familiarity with PHIPA/FIPPA and patient privacy policies.

Responsibilities

• Greet and direct students and callers empathetically.
• Assess student needs and route to appropriate services.
• Record interactions and manage information in EMR systems.
• Coordinate referrals and communications with the SWAC team.
• Provide information and support to ensure timely service delivery.

Skills

Front-line customer service

Computer literacy

Document management

De-escalation/empathetic listening

Independent problem-solving

Education

Social Services Worker Diploma

Medical Secretary certificate

Tools

Word processing

Spreadsheets

Databases

Web-based applications

Job description

About Brock University

Brock University is located on the traditional territory of the Haudenosaunee and Anishinaabe peoples, many of whom continue to live and work here today. This territory is covered by the Upper Canada Treaties and is within the land protected by the Dish with One Spoon Wampum Agreement. We are one of Canada’s outstanding comprehensive universities, where excellence and innovation thrive!Brock has been proudly recognized as a Hamilton-Niagara Top Employer for eight consecutive years. Brock continues to earn recognition as one of Canada’s Best Employers and one of Canada’s Best Employers for Diversity in 2026. For the second consecutive year, Forbes, in partnership with Statista, also named Brock one of Canada’s Top Employers for Company Culture. At Brock, you will find a welcoming, inclusive community and an exciting range of meaningful career opportunities. Ignite new possibilities for your career. Break through at Brock.

Post End Date

Post End Date: October 14, 2026 at 11:59 PM

About the Role

Reporting to the Manager, Health and Clinical Operations, the Student Services Coordinator will greet,gatherand provide information including directing students and callers in a student centered empathetic,knowledgeableand courteous manner.The Student ServiceCoordinator actsasan initialpoint of service contact for studentsutilizingstudent wellness and accessibility services. The incumbent will assess the needs of students coming to seek help and manage the flow to respective services, ensuring students experience a helpful andtimelyresponse.

Responsibilities

• In a professional manner, interact, welcome and direct students considering their perspective and needs, actingasa liaison with Student Wellness and Accessibility services colleagues, ensuring students get connected to the right professional;
• Ensure the safety and well-being of students,monitoringbehaviours, preventing escalations calmly and responding to high-risk indicators using verbal de-escalations techniques;
• Record and document details of interactions with students;
• Utilize the SR Fax to download documents and accurately file them into theappropriate EMRcharts, as well as managing patient referrals;
• Handle scanning and processing of Release of Information requests, such asscanning recordsthat need to be sent to patients’ Family Physicians;
• Triage student inquiries or refer them to the correct professional within the Student Wellness and Accessibility Centre;
• Provide, coordinate and act as a focal point to the SWAC team including providingaccurateinformation to all contacts and monitoring physician schedules for conflicts ensuring there is no interruption of service to students;
• Maintain the front desk service procedure manual;
• Communicate any details for students wishing to dispute their missed appointment fee;
• Submit computer access requests, security codes, key transfers, officelogisticssetup and setting up appointments inEMR;
• Develop,maintainand support a filing system for Student Wellness and Accessibility Centre services in keeping with PHIPA and FIPPA;
• Arrange and attend meetingspertaining toformatted student services, book rooms and equipment, take notes, prepare formatted minutes ina timelyfashion for the supervisors’approvaland circulate minutes to appropriate parties after meetings;
• Compose and proof correspondence, including newsletters,flyersand 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.

Key Skills and Experience

• Social Services Worker Diploma;
• Demonstrated front-line experience in a customer service role in a related field (e.g., 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.

Preferred or Asset Skills

Medical Secretary certificate or experience.

Salary and Total Rewards

Job Grade I, Hourly Scale ($29.01-$46.42); Target Hiring Rate: $29.01*
*The final salary is based on experience, internal equity, and budget considerations within the target hiring range.

Employment Type & Hours

This is an ongoing casual position. Casual part-time hourly position.

Work Arrangements

We are committed to offering flexible work arrangements where possible as outlined in our Flexible Work Arrangement Policy. As a student-centered organization, all employees are required to work on campus as needed.

Diversity & Inclusion

We welcome applications from all qualified individuals and actively encourage applications from women, people with disabilities, members of the 2SLGBTQIA+ community, Indigenous Peoples, people who identify as Black, African and/or Caribbean, as racialized and/or as from ethnic and cultural minority groups, and other underrepresented demographic groups at Brock and in the Niagara region. Brock also recognizes intersectionality and the interconnected identities, histories, and experiences of these aforementioned groups.

Accommodations

We are committed to inclusive and barrier-free recruitment, and we accommodate the needs of applicants throughout all stages of the recruitment process, as outlined in our Employment Accommodation Policy and consistent with the requirements of the Ontario Human Rights Code. Please contact [e-mail] if you require a disability related accommodation so we can ensure your participation needs are met.

Additional Information

Brock University does not use AI Technology at any stage of the recruitment process. We appreciate all applications received. Candidates that are selected for an interview will be contacted. Learn more about Brock University by visiting www.brocku.ca. Brock University is a comprehensive institution with rich academic programs and world-class research activity. Located in Ontario’s scenic Niagara region on the traditional territory of the Haudenosaunee and Anishinaabe peoples, Brock is situated in a UNESCO Biosphere Reserve. With nearly 600 full-time faculty members and researchers, Brock's robust academic scope offers more than 70 undergraduate programs and 50 graduate programs in seven dynamic Faculties. The University’s 19,000 students come from across Canada and around the world. Brock’s renowned student experience is enriched by an emphasis on experiential education, as illustrated by community partnerships, volunteerism and one of Ontario's largest and most successful co-op programs. Learn more at brocku.ca.