Student Services Coordinator, Student Wellness & Accessibility Center in St. Catharines

Brock University is located on the traditional territory of the Haudenosaunee and Anishinaabe peoples. 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.

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:

• Interact, welcome and direct students considering their perspective and needs, acting as a liaison contact with Student Wellness and Accessibility services colleagues.
• Intervene, de-escalate 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-escalation 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.
• 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.
• 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 supervisor's 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.
• 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.
• 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 Total Rewards:

Job Grade I, Salary Scale ($52,798 - $84,476); Target Hiring Range: $52,798 - $53,000. This is a permanent position that includes Health & Dental Benefits, Pension Plan, Vacation, and Professional Development.

Brock University is committed to creating a respectful and equitable workplace. We strive to foster a culture of diversity and inclusion in our work and learning environments. We welcome applications from all qualified individuals and actively encourage applications from underrepresented demographic groups.

Please contact talent@brocku.ca if you require a disability-related accommodation so we can ensure your participation needs are met.