Student Success - Student Experience Lead

Colonial Group; North Bay; On-site; CAD 47,000 - 63,000; Full time

Job summary

Colonial Group is seeking a Student Experience Lead for the College Drive Campus in North Bay, ON. The role supports a safe learning environment, manages complex student concerns, and coordinates the Assessment and Care Team and SVTF, guiding intake, review, and follow-up.

Qualified applicants have a relevant degree or diploma, VTRA training, and experience in student services. Proficiency with Microsoft 365 and data reporting is expected; in-person commuting to North Bay is required.

Qualifications

• Three-year diploma or degree in a related field (social work, psychology, human services).
• Formal VTRA training and experience conducting threat assessments.
• Experience in student services, handling confidential and complex situations.
• Proficiency with Microsoft 365 apps (Word, Excel, PowerPoint, Outlook).
• Experience with student information systems and reporting.

Responsibilities

• Serve as a primary contact for emerging or escalating student concerns.
• Provide timely, student-centred support and explain rights and policies.
• Coordinate intervention plans, referrals, and follow-up with appropriate parties.
• Support ACT and SVTF by organizing information and monitoring actions.
• Investigate concerns within college policies and propose resolutions.
• Maintain confidential, accurate case records and prepare summaries for leadership.

Skills

VTRA training

Case management

Data analysis

Microsoft 365

Communication skills

Confidentiality

Education

Social work/related field degree or diploma

Tools

Microsoft 365

Student information systems

Job description

Job Title: Student Experience Lead

Department: Student Success

Location: College Drive Campus – North Bay, ON

Status: Full-Time

Hours Per Week: 37.50

Pay Range: Payband I - $40.39

Application Deadline: Tuesday, October 13, 2026 – 12:00 p.m.

Reporting to the Manager, Mental Health & Accessibility Services, the Student Experience Lead plays an important College-wide role in fostering a safe, supportive and responsive learning environment. This position provides behavioural intervention, risk management and case management for complex student concerns involving behaviour, wellbeing or safety. The incumbent coordinates the day-to-day work of the Assessment and Care Team (ACT) and the Sexual Violence Task Force (SVTF), guiding matters from intake and screening through case review, referrals, intervention, action tracking and follow-up.

Through a trauma-informed and student-centered approach, the Student Experience Lead helps students understand their rights, responsibilities and options within relevant College policies and processes. Working collaboratively with College partners, the incumbent monitors cases through stabilization, transition or closure and identifies trends, service gaps and opportunities to strengthen supports. The role requires sound judgement, discretion and the ability to navigate complex situations within applicable legislation, College policy, team terms of reference and approved assessment protocols.

Qualifications:

• A three-year diploma or degree in social work, psychology, behavioural science, human services, mental health, student affairs, or a related field.
• Formal training in Violence Threat Risk Assessment (VTRA) and experience conducting threat assessments
• Additional education or professional certification in student affairs, student services, client service, accessibility or inclusion is an asset
• Minimum three years of experience in student services, including experience managing confidential, sensitive and complex situations, preferably in a post-secondary environment
• Experience developing and facilitating professional development sessions and focus groups
• Experience collecting, analyzing and presenting qualitative and quantitative data to support service and process improvements
• Demonstrated ability to provide inclusive, proactive and student-centred service
• Sound judgement, problem-solving and conflict-resolution skills, with the ability to work independently and collaboratively
• Demonstrated ability to maintain confidentiality and accurate case records
• Proficiency with Microsoft 365 applications, including Word, Excel, PowerPoint and Outlook
• Experience working with student information, case management and reporting systems
• Strong organizational and time-management skills, with the ability to prioritize and manage multiple concurrent files
• In-person positions – must be able to reliably commute to North Bay, ON

Responsibilities:

• Serve as a primary point of contact for emerging, complex or escalating student concerns

• Provide direct, timely and student-centered support, including helping students understand relevant rights, responsibilities, policies, procedures and available supports
• Assess concerns, gather relevant information, identify appropriate resources, and recommend proportionate courses of action
• Coordinate college resources and intervention plans in response to student concerns, including referrals, follow-up and communication with appropriate parties
• Support the ACT and SVTF by coordinating case information, preparing materials, recording decisions and action items, and monitoring follow-through
• Investigate student concerns within established policies and procedures, identify contributing factors, and recommend practical and equitable resolutions
• Develop proactive approaches to reduce barriers, address conflict early and support positive changes for students and the college community
• Maintain accurate, confidential and timely case records, including actions taken, resources engaged, decisions, outcomes and outstanding follow-up
• Prepare concise case summaries, information packages and resolution options for the Manager and senior leaders, as required
• Collaborate with college partners to identify service gaps, recurring concerns and opportunities to improve policies, procedures, referral pathways and the student experience
• Develop and maintain current knowledge of college policies, academic procedures, student services, community resources, retention practices and advising strategies
• Collect and analyze case and service data, identify trends, and prepare reports and recommendations that support prevention and continuous improvement
• Coordinate and support College-wide sexual violence prevention and awareness initiatives that promote consent, respectful relationships, bystander intervention and knowledge of available supports and reporting options
• Collaborate with students and College partners to develop accessible, trauma-informed and culturally responsive education, communications and outreach, and use participation data and feedback to strengthen prevention efforts