Student Support Navigator [St. Thomas University]

Conteúdo do emprego

St. Thomas is a small University where students enjoy a strong sense of community and are supported by a range of services and resources. The Student Support Navigator acts as the primary reception and navigation point for students in need of assistance. The reception format involves direct support, guidance through online forms or processes, and support referrals. Students seeking assistance may be experiencing emotional crisis, mental health concerns, or are in need of significant support.The Navigator supports students through exceptional customer service, triaging of their needs, and clear and supportive guidance for their next steps. The position reports to the Associate Vice-President, Enrolment Management (AVP EM) and provides administrative support to both the AVP EM and the Director of Student Services. The Student Support Navigator further acts as the primary office manager for the Student Services department, provides support for Enrolment Management initiatives as needed, and leads administrative work for summer conference groups.Hours of work: Full-Time (35 hours per week)Classification/Level: Provisional Band 3Annual Salary: $42,854 - $59,076Closing Date: Tuesday, October 10, 2023Responsibilities

• Reception, Guidance, and Referral: Student Support Navigator’s primary role is as a welcoming, front-facing reception for student inquiries and concerns. The position receives and welcomes students in need of assistance, identifies the type of service or assistance needed (including assessing the severity and urgency) and either provides the appropriate support or guidance, or refers the student to the appropriate office/resource. This will include phone, electronic, and in-person guidance to students, and occasionally involve communication with inquiring parents, supporters, and community members. The Student Support Navigator will also train and oversee a team of part-time student staff members to provide backup reception support.
• Administrative Support: When not providing guidance to students, the Student Support Navigator fulfils several administrative tasks for the Director of Student Services and the AVP EM. These include calendar and meeting management, communications support, travel arrangements, budget tracking, office supplies and expenses, and coordinating the tracking of data for reporting. Furthermore, the Student Support Navigator takes on project work related to recruitment, admissions, retention, and the student experience. The Student Support Navigator also takes a coordinating role on the administrative requirements for summer conference groups.

Qualifications

• Diploma or Degree in a relevant field with related 2 years’ experience in a customer service or administrative environment.
• Excellent people skills and ability to provide a welcoming environment.
• Ability to recognize the sensitivity of issues and maintain strict confidentiality.
• Must be comfortable and competent assisting individuals who may be experiencing emotional and/or mental health issues.
• Excellent organizational skills and the ability to coordinate the activities of multiple people and projects.
• Strong demonstration of administrative skills including attention to detail.
• Strong written and verbal communication skills.
• Initiative and ability to organize and complete work assignments with minimal direction.
• Experience using digital communication and software, including Microsoft Office 365 suite.

Working Conditions

• Regular requirement to engage with students who may be experiencing distress and managing heightened and sensitive customer service calls.
• Awareness of a variety of activities which are proceeding simultaneously.
• Frequent multitasking providing service to students and visitors while competing office tasks.