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.

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. The Student Service Coordinator acts 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 as a liaison with Student Wellness and Accessibility services colleagues, ensuring students get connected to the right professional;
• Ensure the safety and well-being of students, monitoring behaviours, 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;
• 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;
• 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 EMR;
• 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.