Student Services Coordinator, Student Wellness and Accessibility Services

Brock University; St. Catharines; On-site; CAD 48,000 - 84,000; Full time

Job summary

Brock University seeks a Student Services Coordinator to join their dedicated team, focusing on enhancing student experiences through support and access to wellness services. This role entails managing inquiries, providing information, and ensuring the comfort and safety of students. The ideal candidate will be empathetic, skilled in customer service, and equipped with a Social Services Worker Diploma.

Benefits

Benefits included in a 12-month contract

Qualifications

• Demonstrated front-line experience in a customer service role.
• Knowledge of wellness and accessibility issues.
• Ability to handle unexpected and potential crisis situations.

Responsibilities

• Welcome and provide information to students in a courteous manner.
• Triage student inquiries to the appropriate services.
• Record and document interactions with students.

Skills

Customer Service

Empathetic Listening

Problem Solving

Attention to Detail

Education

Social Services Worker Diploma

Tools

Word Processing Applications

Databases

Spreadsheet Applications

Web-based Applications

Job description

Administrative Professional (Employee Group)

Brock University is one of Canada’s leading comprehensive universities, a Top Employer in Hamilton-Niagara, ranked #3 as Canada’s Best Employers and ranked top 10 as one of Canada’s Best Employers for Diversity compiled by Forbes and Statista. We are an inclusive, welcoming community that offers a wide range of unique career opportunities for those with passion, energy and expertise.

We are looking for team members who want to help us continue to deliver an exceptional student experience, perform impact-driven research and generate life-changing breakthroughs for our world.Ignite new possibilities for your career. Break through at Brock.

Post End Date : August 23, 2024

Please note : This is a 12-month fixed term contract with benefits covering a temporary leave.

A Day in the Life…

Reporting to the Supervisor, Operations 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.

As the Student Services Coordinator, you 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.

What you need to Succeed…

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

Salary and Benefit Information

• Job Grade (I), Salary Scale ($48,790-$83,640)
• Target Hiring Range : $48,790-$51,000
• This is a 12-month fixed term contract with benefits.
• The salary range indicated is representative of all positions evaluated at this level. Actual salary is determined by assessing related skills, experience, internal equity and market competitiveness, subject to available budget.

Applicants are required to upload a resume and cover letter as part of the application process.

Brock University is actively committed to diversity and the principles of Employment Equity and invites applications from all qualified candidates. Women, Aboriginal peoples including those who identify as members of First Nations, Inuit and Métis Peoples, members of visible minorities and racialized groups, people with disabilities, and lesbian, gay, bisexual, transgender, and queer (LGBTQ) persons are encouraged to apply. We will accommodate the needs of the applicants and the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the selection process, as outlined in the Employment Accommodation Policy .Please advise : to ensure your accessibility needs are accommodated through this process. Information received relating to accommodation measures will be addressed confidentially.

It is Brock University’s policy to give consideration to qualified internal applicants.

We appreciate all applications received; however, only candidates selected for an interview will be contacted.

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