Student Services Coordinator, Student Accessibility Services

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 leading comprehensive universities and a Top Employer in Hamilton-Niagara. Brock has been ranked #3 as Canada’s Best Employers and 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.

Ignite new possibilities for your career. Break through at Brock.

Post End Date:

January 5, 2025 at 11:59 PM

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

Please note: Interviews will take place in January 2025.

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 Service 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 procedures to ensure efficiency.

Salary and Total Rewards: 

• Job Grade I, Salary Scale ($48,790-$83,640);
• Target Hiring Range: $48,790-$51,000
• This is a permanent position that includes:
• Health & Dental Benefits: Comprehensive extended health, dental, and vision coverage.
• Pension Plan: Enrollment eligibility in the Brock University Pension Plan.
• Vacation: Up to 3 weeks per year, in addition to university holidays.
• Flexible Work Arrangements: Hybrid work schedule available depending on operational needs.
• Professional Development: Eligibility for the Brock Tuition Waiver Program.
• The final salary is based on experience, internal equity, and budget considerations within the target hiring range.

We are committed to offering flexible work arrangements where possible as outlined in our Flexible Work Arrangement Policy. As a student-centered organization, all employees are required to work on campus as needed.

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 women, people with disabilities, members of the 2SLGBTQIA+ community, Indigenous Peoples, people who identify as Black, African and/or Caribbean, as racialized and/or as from ethnic and cultural minority groups, and other underrepresented demographic groups at Brock and in the Niagara region. Brock also recognizes intersectionality and the interconnected identities, histories, and experiences of these aforementioned groups.

We are committed to inclusive and barrier-free recruitment, and we accommodate the needs of applicants throughout all stages of the recruitment process, as outlined in our Employment Accommodation Policy and consistent with the requirements of the Ontario Human Rights Code. Please contact talent@brocku.ca if you require a disability related accommodation so we can ensure your participation needs are met.

Brock University does not use AI Technology at any stage of the recruitment process.

We appreciate all applications received. Candidates that are selected for an interview will be contacted.

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

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