Student Services Coordinator, Student Wellness & Accessibility Center

brocku; St. Catharines; On-site; CAD 42,000 - 52,000; Full time

Job summary

Brock University in Canada is seeking a Student Services Coordinator to welcome and guide students, directing them to appropriate wellness and accessibility services. You will assess needs and route inquiries empathetically, ensuring timely, student-centered responses.

The role emphasizes de-escalation, safety monitoring, and liaison with Student Wellness and Accessibility teams. Strong IT, privacy knowledge, and independent problem-solving are essential.

Qualifications

• Front-line customer service experience in health, social services, or related fields.
• Knowledge of student wellness and accessibility issues.
• Experience with PHIPA and FIPPA privacy requirements.
• Strong computer and document management skills.

Responsibilities

• Greet and direct students, acting as first point of service for wellness and accessibility inquiries.
• Intervene and deescalate in emotional situations.
• Ensure safety and monitor high-risk indicators.
• Provide information about services to students, staff and community.
• Record interactions and coordinate referrals.
• Prepare minutes and coordinate meetings.

Skills

Front-line customer service

Wellness and accessibility knowledge

PHIPA / FIPPA compliance

Strong IT and document management

Independent problem-solving

Education

Social Services Worker Diploma

Tools

OASIS

Microsoft Word/Excel

Database and web-based apps

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 thrives! 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: October 27, 2026 at 11:59 PM

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

Reporting to the Operations, Supervisor the Student Services Coordinator will welcome, greet, gather and provide information including directing students and callers in a student centered empathetic, knowledgeable and courteous manner. Acting 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.

The Student Services Coordinator will:

• In a professional manner, interact, welcome and direct students considering their perspective and needs, acting in a liaison contact with Student Wellness and Accessibility services colleagues, ensuring students get connected to the right professional;
• Intervene, deescalate and support students to diffuse any emotional situations until the appropriate professionals can respond;
• Ensure the safety and well-being of students, monitoring behaviours, preventing escalations calmly and responding to high-risk indicators using verbal de-escalations 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.

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 proce