Student Services Generalist
Overview
The Student Services Generalist provides front-line, integrated support to students acting as the primary, on-site resource for a broad range of student services and supports. The role maintains an extensive scope of responsibility, offering support and programming in core student service functions, such as registration, financial aid navigation, policy guidance, wellness support, and career development.
The core function of the role is to provide guidance and assistance to students, deliver programming and triage complex needs ensuring timely, seamless referrals to specialized student support staff when required. In addition, the Generalist develops and maintains focused expertise in a specific Portfolio Area, acting as the local point of coordination and specialized support for that function in coordination with the central student service department.
We are currently recruiting two positions. Portfolio A: Student Accessibility Services & Academic Advising. Portfolio B: Student Awards and Financial Aid & Graduate Studies. Please specify your preferred portfolio in your cover letter.
This is a fully in-person role at the Barrie STEM Hub. Hours of operation are anticipated to be 8:30 AM – 4:30 PM, Monday – Friday. Additional hours may be needed at peak times and to meet student needs, including during Fall Orientation.
Responsibilities
- Accountable for providing direct, integrated support as the primary, on-site generalist resource for a broad range of student needs.
- Assesses student needs and provides direct support to students. As needed, manages seamless warm hand-offs to specialized staff for complex cases.
- Guides students through university policies, procedures and technologies to ensure they understand their requirements and resources.
- Facilitates workshops and activities tailored to the Barrie STEM Hub student community.
- Maintains strong ties with on-site colleagues to support integration of services and supports.
- Monitors student feedback and identifies emerging needs to help inform continuous improvement.
- Keeps student service-related information current, updates and accurate.
- Maintains focused expertise in a specific Portfolio Area (Student Accessibility Services, Career Services & Co-op, Financial Aid, Academic Advising and/or Graduate Studies), serving as the localized extension of the central department to ensure students receive seamless, high-quality support.
- As part of a matrixed support model, maintains specialized knowledge in a specific field as the local subject matter expert, in coordination and under the guidance of the centralized department.
- Interprets and applies relevant policies, regulations and legislation locally while maintaining alignment and adherence with the procedural standards and oversight provided by the central unit.
- For example, one position will be responsible for on-site academic accommodations as part of our legislated duty to accommodate.
- Serves as the formal link between the Barrie STEM Hub and the central department to ensure service alignment.
- Informs the local team of policy updates, resources and information from their central portfolio area.
Qualifications
- 5+ years of student service experience working in a university or college setting, along with an undergraduate degree.
- Deep knowledge and technical expertise within a specific assigned portfolio area including relevant legislation, to act as the local expert working in coordination with the relevant student service department leader and team. We are currently recruiting two positions. Portfolio A: Student Accessibility Services & Academic Advising. Portfolio B: Student Awards and Financial Aid & Graduate Studies. Please specify your preferred portfolio in your cover letter.
- Comprehensive knowledge of the principles and best practices of student-centred service delivery and integrated support models.
- Detailed understanding of the policies, procedures, and service offerings of various student support units (e.g. orientation and transition, advising, financial aid, academic supports, student success, international services, billing, student referrals).
- Excellent skill in facilitating collaboration and building strong, productive working relationships with central service leaders and staff.
- Highly developed verbal and written communication skills to ensure open, clear, and positive communication between central departments and the student services Generalist team.
- Strong knowledge of standard office routines, record management, and adherence to student confidentiality standards (e.g., FIPPA).
- Proficiency in using Student Information Systems (SIS), CRM software, and platforms for tracking interactions and managing case files. Working knowledge of reporting tools, such as Informer, and advanced skills in Excel are considered an asset.
- Familiarity with assistive technology (ie. Dragon Naturally Speaking, Kurzweil) is considered an asset.
Lakehead University is committed to creating a diverse and inclusive environment and welcomes applications from all qualified individuals including women, racialized persons, Indigenous people, persons with disabilities, and other equity-seeking groups. All qualified candidates are encouraged to apply; however, Canadian citizens and permanent residents will be given priority. This is in accordance with Canadian immigration requirements.
Lakehead University has a goal to recruit and retain a diverse workforce as measured by increasing representation of underrepresented groups among applicants, candidates, and hires. Experience working with Indigenous or racialized communities, and/or members of other equity-deserving groups, is a strong asset. A lived experience or worked experience of any of these issues is preferred.
We appreciate your interest; Lakehead University is committed to supporting an accessible environment. Applicants requiring accommodation during the interview process should contact the Office of Human Resources at (807) 343-8010 ext. 8334 or human.resources@lakeheadu.ca to make appropriate arrangements.