Student Services Coordinator, 2 positions available

brocku; St. Catharines; On-site; CAD 22,000 - 30,000; Part time

Job summary

Brock University is seeking a Student Services Coordinator within the Student Wellness and Accessibility Centre. The role focuses on greeting students, directing them to the right services, and handling confidential information in a compassionate, knowledgeable manner.

The position supports the SWAC team, coordinates appointments, maintains records in EMR, and ensures timely responses while adhering to PHIPA and FIPPA guidelines. This is an ongoing casual hourly opportunity on campus.

Qualifications

• Social Services Worker Diploma.
• Front-line customer service experience in health sciences or social work.
• Knowledge of wellness and accessibility issues.
• Knowledge of medical issues and disability services.
• Strong computer and administrative skills.

Responsibilities

• Greet and direct students and route to appropriate services.
• Monitor safety and de-escalate high-risk situations.
• Record interactions and file into EMR charts.
• Process Release of Information requests and referrals.
• Triage inquiries and coordinate with SWAC team.
• Prepare minutes and circulate to supervisors.

Skills

Frontline service

Wellness knowledge

EMR systems

PHIPA knowledge

De-escalation

Administrative skills

Education

Social Services Worker Diploma

Job description

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 recognized as a Top Employer in Hamilton-Niagara for seven consecutive years. We have been ranked #3 as Canada's Best Employers and top 10 as one of Canada's Best Employers for Diversity. For 2025, Brock has been proudly recognized as one of Canada's Top Employers for Company Culture, ranked seventh by Forbes in partnership with Statista. 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: August 31, 2026 at 11:59 PM

This job advertisement is to fill an existing vacancy in the Administrative Professional (Employee Group)

Please note: This is an ongoing casual hourly position that may require evening availability.

About the Role

Reporting to the Manager, Health and Clinical Operations, the Student Services Coordinator will greet, gather and provide information including directing students and callers in a student centered empathetic, knowledgeable and courteous manner. The Student Service Coordinator acts as an initial point of service contact for students utilizing student 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 and timely response.

• In a professional manner, interact, welcome and direct students considering their perspective and needs, acting as a liaison with Student Wellness and Accessibility services colleagues, ensuring students get connected to the right professional;
• Ensure the safety and well-being of students, monitoring behaviours , 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 the appropriate EMR charts, as well as managing patient referrals;
• Handle scanning and processing of Release of Information requests, such as scanning records that 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 providing accurate information 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, office logistics setup and setting up appointments in EMR;
• 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;

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 conce