Student Services Coordinator

Position Details

Position Information

Position Title Student Services Coordinator Posting Number 02390SA Location New Westminster/Coquitlam Campus Grade or Pay Level S – Pay Level 11 Salary Range $52,218 annually (with wage increments to a max of $58,304 annually). Salary and wage increments are in accordance to the Collective Agreement. Position Type Support Staff – Regular Posting Type Internal/External Regular/Temporary Regular Employment Type Full-Time Posting Category Staff Start Date 10/28/2024 End Date Day of the Week Mondays to Fridays Shift 8:30am to 4:30pm Work Arrangements
This regular full-time (35 hours per week) position is available starting October 28, 2024. Regular hours of work are Monday to Friday, 8:30am – 4:30pm. Shift days and times may change depending on the Department’s need. Occasional evening and/or weekend work may be required. The position is located at the New Westminster; however, successful candidate must be available for occasional work at the Coquitlam campus. Douglas College is committed to supporting a healthy work/life balance for employees. A modified/flexible schedule and/or hybrid work from home arrangement may be considered, subject to the terms of the College’s Work From Home Policy.
What Douglas Offers
DO what you love. Be good at it. That’s how Douglas College defines a great career. It’s a philosophy that resonates through our classrooms, our offices and our boardrooms. It inspires our students and drives us to make Douglas College one of BC’s Top Employers. We love what we do. And we’re looking for passionate, motivated people to join us in making one of Canada’s best colleges even better.
The Role
The Student Services Coordinator provides professional and confidential service, offering cross-departmental referrals, and information to current and prospective (domestic and international) students, faculty, parents/supporters, external partners and the general public. This role spans multiple areas across Student Affairs and Services, including but not limited to, Accessibility Services, Counselling, Indigenous Student Services, Student Support Navigator, Student Life, Student Services, and Student Conduct.

The Student Services Coordinator is a primary point of contact for students accessing Student Affairs and Services. This role is critical in delivering excellent student service experiences and ensuring inquiries are attended to. The Student Services Coordinator is well-versed in all areas of the Student Affairs and Services department, contributing to the design, delivery and evaluation of services. The Student Services Coordinator may suggest or recommend improvements to established service standards. The Student Services Coordinator provides initial and ongoing information to our diverse student population, including students with disabilities, former youth in care and Indigenous students, on accessing College services and programs. Additionally, they offer support, information and referrals to assist students with mental health and well-being needs. The Student Services Coordinator position is primarily student facing and serves students through phone, e-mail, TTY , and in-person.

The Student Services Coordinator provides administrative support for faculty and staff in Student Services, Accessibility Services, Counselling, Indigenous Student Services, Student Conduct, Student Support Navigator, and Student Life. The Student Services Coordinator provides immediate response to urgent student situations, acting as a liaison between the student in crisis, Counsellor, SAS administrators, Douglas College security and emergency personnel.

Responsibilities

1. Service Delivery and Support
a. Provides assistance and responds to complex issues, collaborating closely with internal units and other College departments.

b. Responds to sensitive and confidential issues relating to student disability needs, accommodations, mental health conditions, and complex medical disorders to ensure seamless service delivery and referrals.

c. Addresses daily multi-faceted inquiries, using professional judgment and discretion to respond to complex situations, including facilitating last-minute accessibility accommodations for students with disabilities).

d. Provides information and referrals to current and prospective students, parents/supporters, the general public, faculty and staff through various communication channels regarding accessibility requirements for accommodations, counselling, counselling workshops, Student Life events, mental health and well-being information, Indigenous student services support, and support for former youth with experience in Ministry of Children and Family Development ( MCFD ) care.

e. Makes and receives referrals, as appropriate, between staff and faculty within Student Affairs and Services and other departments or services.

f. Works collaboratively with students, faculty and staff as well as other departments to develop and maintain positive working relationships.

g. Provides information on College services, programs, policies and procedures.

h. Assists students in distress as a first point of contact by liaising with appropriate services to ensure immediate response, working with Counselling, Accessibility Services, SAS administrators, Douglas College security and emergency personnel as needed.

i. Ensures the safety of students and others within Student Affairs and Services by responding appropriately in a crisis or medical situation in line with department and college policies.

j. Seeks guidance and support when needed to ensure a sensitive and appropriate approach in meeting the needs and interests of students with disabilities.

k. Monitors the ‘Wellness Room’ in SAS to offer a quiet, private, confidential space while arranging for immediate support for students in distress.

l. Provides students with external crisis agency referral, and uses judgment and discretionary authority for priority scheduling of urgent same-day counselling appointments, consulting with Supervisors, Administrators, and Counsellors, as needed, to determine priority.

m. Communicates with Deaf and Hard of hearing students using the TTY device and responds to inquiries from students with disabilities.

n. Diffuses upset, angry or hostile students, parents/supporters or instructors and provides guidance and information, and refers appropriately.

o. Responds to complaints and issues by listening to concerns/questions and informing student/instructor on applicable processes, making referrals as needed.

p. Supports Counsellors in distributing information on Human Development courses to both prospective and current students.

q. Supports students and visitors with completing various forms and applications (i.e. Consent to Counsel, Verification of Permanent Disability, Appendix 8). Confirms information is correct before processing.

r. Assists students and visitors in navigating the College’s website and providing information on current programming, including referrals to appropriate departments, such as Enrolment Services.

s. Collects information or documentation for registration with Accessibility Services from prospective and registered students with disabilities.

t. Schedules first meeting appointments with Accessibility Specialists and compiles first meeting packages, documentation requirements, information on our confidentiality agreement and Specialist information.

2. Administration and Operations
a. Manages both staff and faculty calendars daily in Student Affairs and Services. Coordinates drop-in times and schedules student and faculty appointments using specialized database systems containing highly confidential and sensitive student disability and counselling information (Clockwork and Titanium).

b. Confirms student appointments and makes daily reminder phone calls, e-mails, and Zoom meeting invites.

c. Updates procedures on an ongoing basis under the direction of the Administrative Officer.

d. Provides assistance to Facilitators by setting up testing rooms and adaptive software for Accessibility students when required.

e. Maintains and updates student database files in Clockwork and Titanium, including confidential and sensitive student information (i.e. disability diagnosis, confidential medical records, psychoeducational assessments, etc.). Creates client files and imports student data from Banner and imports to Clockwork and Titanium, as required.

f. Creates, organizes, maintains and purges electronic and manual records and filing systems for the department in accordance with Freedom of Information and Protection of Privacy Act.

g. Produces and processes department orders for supplies and maintains the office supply inventory.

h. Provides administrative support to the department including but not limited to: sorting and distributing mail, troubleshooting printer and photocopier problems; placing service calls and liaising with Facilities to ensure items are in good working order; scanning, copying, word processing, faxing and filing.

i. Provides support to Accessibility Services students for exam invigilation and Alternate Format Text conversion requests when facilitator is not available.

j. Assists in the preparation of exams for students with disabilities, as well as the distribution of completed exams to instructional faculty.

k. Secures and destroys sensitive and highly confidential information for the department as per College policy.

l. Assists the Director, Associate Directors, Administrative Officer and Operations Supervisor in compiling daily, monthly and semester statistical data for reports related to service delivery.

m. Updates and contributes to the writing of training and position manuals.

n. Supports test bookings in ClockWork database.

o. Assists students referred from other service areas who require specialized support or services by ensuring they are connected with the appropriate service, staff or faculty member.

p. Uses Drupal to make updates to the Student Affairs and Services web pages, helping to ensure resource information is available and remains current.

q. Regularly reviews the Student Affairs & Services web pages to ensure external links to resources are up-to-date and accurate.

3. Knowledge Expertise and Continuous Improvement
a. Organizes registration and assessment surveys for workshops offered in-person and remotely on Zoom.
b. Actively participates and contributes to various SAS projects.
c. Participates in ongoing training to remain well informed and knowledgeable in a wide variety of College service areas, mental health first aid, suicide awareness, supporting students in distress and current legislation and understanding of person’s with disabilities.

4. Performs other related duties
a. Assists Student Affairs and Services personnel with arranging and promoting special workshops, seminars and events.
b. Other duties as assigned by Administrative Officer, Associate Director or Director.
To Be Successful in this Role You Will Need

•Completion of a 1-year office administration program and a minimum of one year directly related experience in a post- secondary environment; or an equivalent combination of education and experience.
•Excellent interpersonal and cross-cultural communications skills, including written and verbal fluency in the English language.
•Knowledge and understanding of all areas of Student Affairs and Services to uphold and contribute to the College service values and standards.
•Demonstrated ability to communicate and assist students, faculty, staff and visitors, in person, over the telephone, via e-mail, Teams or Zoom, in a confidential, professional and effective manner.
•Demonstrated ability to identify, assess and provide immediate mental health first aid assistance to a student in crisis in a calm and sensitive manner.
•Ability to communicate effectively with students or visitors who may be facing a variety of challenges and barriers.
•Demonstrated ability to de-escalate volatile situations.
•Demonstrated ability to maintain confidentiality and integrity of student information in compliance with the Freedom of Information and Protection of Privacy Act ( FIPPA regulations).
•Demonstrated ability to work as a team player and independently with minimal supervision, using professional judgement to make daily decisions.
•Demonstrated organizational skills and ability to pay attention to detail in a busy office setting providing front-facing complex student services.
•Proficient in the use of various computer applications and data management systems, including Microsoft office suite, Banner (or other student information system), video conferencing platforms, and survey applications.
•Comprehensive knowledge of modern office practices and procedures including standard business formats of letters, digital filing and record keeping with proven ability to coordinate paper flow and prepare general office correspondence and reports.
•In-depth knowledge of the applicable College policies and procedures
•Demonstrated ability to keyboard 40wpm accurately.

Link to Full Position Profile Equity Statement
Douglas College is committed to fostering a diverse, inclusive and equitable learning and working environment. In support of this journey, we welcome all people to apply, including people from groups that are experiencing inequity, including, but not limited, to Indigenous Peoples, racialized or persons of colour, persons with mental or physical disabilities, persons who identify as women, and/or persons of marginalized sexual orientations, gender identities and expressions, and persons of all faith identities, age, marital status, and parental status.
Needs a Criminal Records Check No

Posting Detail Information

Open Date 10/07/2024 Close Date 10/15/2024 Open Until Filled No Special Instructions to Applicant
Interested applicants must submit their application and all required documents online on the Douglas College Career Site www.douglascollegecareers.ca. Qualified internal applicants shall be given first consideration in filling the position. All internal applications must be received by October 15, 2024. Please ensure your resume clearly explains how you meet the required knowledge, skills and abilities of the position for which you are applying. All candidates selected for interview will need to bring original certificates and diplomas of educational credentials noted on their resume.

This position is expected to be filled internally.
Quick Link for Direct Access to Posting https://www.douglascollegecareers.ca/postings/13083