Student Services Coordinator

This position is part of the

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:

Note to all candidates: This posting will close at 12:01 am on the date listed .

September 5, 2024

About the Role:

Reporting to the Executive Director, Student Wellness & Accessibility Centre, the Student Services Coordinator will 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;
• Ensure the safety and well-being of students, monitoring behaviors, 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 keeping in mind student-centered services;
• 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;
• 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 procedures to ensure efficiencies.

Salary and Total Rewards:

• Job Grade I, Salary Scale ($48,790-$83,640)*;
• Target Hiring Range: $48,790-$52,300
• This position includes full comprehensive benefits including tuition waiver.

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 https://brocku.ca/policies/wp-content/uploads/sites/94/Employment-Accommodation-Policy.pdf. Please advise: [email protected] 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. 

Learn more about Brock University by visiting www.brocku.ca

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