Triage Support Officer - Accessible Learning Services (App. D/Temp.: Dec. 2025 - July 2027)

Status: Appendix D/Temporary Assignment (December 2025 – July 2027)

Hours: Monday – Friday, 35 hours/week

Home Campus: Fennell (fully on campus)

Rate of Pay: Payband G (Start Rate: $34.60 per hour, plus 8% in lieu of vacation and benefits)

Posting Date: November 24th, 2025

Closing Date: November 28th, 2025 at 7:00 pm EST

We believe the rich diversity among our students and the communities we serve should be reflected within our workforce. As educators, we believe it is important to act and show leadership in advancing the principles of reconciliation, equity, diversity, and inclusion in our community.

Reporting to the Manager, Equitable Learning,the Student Triage Support Officer – Accessible Learning Services (ALS) is the first point of contact for students and proposed students needing services from ALS.

What you’ll be doing:
Intake Sessions and Student Support

• Processes all ALS intakes indicating appropriate intake status and sends appropriate letter templates to students via Accommodate that correspond to each intake status (e.g. request to submit documentation letter template).
• Receives and directs in-person, email and telephone inquiries appropriately related to ALS; assesses inquiries and makes appropriate referrals based on student need.
• Books meeting times for students with an ALS staff through Accommodate and provides guidance and support to students with instruction on how to use Accommodate to book meetings with ALS staff themselves.
• Coordinates and monitors student appointment bookings through daily review of Pending Approvals in Accommodate.
• Contacts by email and phone students in Pending Approval Accommodate workflow to ensure that appointments are booked or student confirms they are no longer interested in support from ALS thereby mitigating risk of human rights complaints.
• Conducts brief preliminary risk assessment for students presenting in distress using established protocols and refers to appropriate College wellness and accessibility supports as required.
• Facilitates appointment bookings for all new students through the Accommodate portal, including preparing and/or securing documentation within the Accommodate portal.
• Ensures all documentation submitted by students follows PHIPA and FIPPA guidelines to ensure there are no breaches of confidentiality or privacy.
• Providing referral support to students seeking other college resources in both student service and academic areas.

Reception and Clerical Duties

• Responds to inquiries from ALS future applicants and confirmed students regarding ALS services and provides referral as appropriate to academic areas and other college services.
• Expedites rapid appointment for urgent situations and crises for ALS (e.g., student mental health crisis or accommodation need with elevated risk).
• Facilitates ongoing and timely access for non-urgent student to Accessibility Counsellor or Accessibility Support Officer for first time appointments, and for ongoing service to Adaptive Technologist, and ALS Technician.
• Working with the Accessibility Navigator, sets up Accommodate schedules for Accessibility Counsellors and other ALS staff prior to the beginning of each semester to support campus specific service days, meeting schedules, lunches, non-contact times etc.
• Ensures ALS staff Outlook calendars are synced with Accommodate and all Virtual appointments have a Teams link associated with the appointment.
• In a hybrid appointment model, ensuring that in-person appointments for students are checked in and are directed to the appropriate ALS campus and room number on campus.
• Receives phone calls for ALS and processes caller requests through the appropriate workflow in Accommodate and/or refers the caller to the appropriate department or services.
• Records case notes in Accommodate regarding front desk interactions with students such as emails and phone calls thereby ensuring a complete record of contact history with ALS.
• Processes legal requests for ALS file contents by collating all case notes and files and sending to the Manager for signature and review before sending.
• Fulfills requests for data to support Ministry reporting requirements processing various reports within Accommodate and representing data in a visual format (e.g., charts, graphs).
• Acts as first point of contact at Fennell, Stoney Creek, and IAHS campuses for faculty and student questions on testing centre processes and procedures.

Program Support

• Provides one-on-one student appointments as needed to provide facilitated support with registration form completion, documentation submission, and use of Accommodate portal to arrange appointments for students registering with ALS.
• During high volume times, provides back up support with coordinating and matching Sign Language Interpreters or Computerized Note takers (both groups are external service providers) for students who are Deaf, deafened or hard of hearing.
• Maintains an accurate spreadsheet reflecting service hours for support persons in Accommodate and maintains the Accommodate Service Provider module.
• Runs Accommodate student metrics reports with graphic summaries as needed to support Ministry reporting requirements and for internal College reporting.
• Develops and sends all student messaging through Accommodate batch email to identified groups of students on events such as workshops, reminders to complete semester requests for accommodations, and other critical information.
• Connecting with testing centre staff to problem solve any issues, concerns, challenges.
• Acts as a point person for test/exam pick up/drop off during peak periods or as required which includes providing instructions for accessing test/exam drop box locations.
• Supporting students and faculty through accommodated test booking processes.
• Supports students with post-admission testing (Assessments for Success) process for students who require accommodations which includes connecting with an Accessibility Support officer and/or connecting with Accessibility Counsellor to arrange required accommodations.

I****nformation and Communication Functions

• Provides information to students, consultation and advising to faculty, other college staff, school board personnel, community agencies, and others on the provision of ALS services for students.
• Monitors generic email account for ALS including providing referrals to internal college and community resources, answering service questions, and frontline response to complaints and concerns.
• Assisting with the development and delivery of presentations on testing centre processes at all campuses.

Other duties as assigned.

What you’ll bring to the role:

• A 3-year diploma or degree in a professional health, social services or educational field such as social work, psychology, health sciences, and adult and/or special education; or combination of education and experience.
• Minimum 2 years of practical experience, in a service-oriented environment within an educational setting; primarily related to supporting applicants, students and staff.
• Successful completion of a certificate, course or program in suicide risk assessment, crisis counselling, or crisis intervention (e.g., Applied Suicide Intervention Skills Training, crisis line volunteer), and/or Non-Violent Crisis Prevention and Intervention course.
• Experience working with persons with disabilities to facilitate their academic social and career development.
• Experience working with individuals with mental health concerns.
• Experience providing client services programs, advocacy, coaching, and problem solving.
• Experience with current computer software (e.g., MS office) and data management systems, including generating reports, performing data queries, maintaining databases (e.g., spreadsheets).
• Demonstrated commitment and understanding of human rights, equity, diversity, inclusion, and accessibility.
• The ability to communicate and work effectively with diverse students, employees, and communities.

What we offer:

• Opportunity to gain experience and build relationships at a Hamilton/Niagara Top Employer.
• Access to professional development opportunities.
• Option to enroll in Defined Benefit pension plan (CAAT) with contributions matched by Mohawk College.
• Discounted rate for full-service athletic facility and instructor-led classes.
• Opportunities to engage in wellness events and activities.

To find out more about working at Mohawk College, including our Employee Value Proposition, please visit https://www.mohawkcollege.ca/about-mohawk/careers-at-mohawk

We are committed to reconciliation and nurturing an inclusive, diverse, equitable, and accessible (IDEA) environment for everyone who learns and works at Mohawk College. We welcome applications from racialized persons, women, Indigenous people, persons with disabilities, 2SLGBTQIA+ persons, and others who may contribute to the further diversification of ideas.

The College is committed to fostering inclusive and barrier-free recruitment and selection processes. If you require accommodation during any stage of the recruitment process, please contact Human Resources.

To learn more about Mohawk College’s commitments, please visit the Mohawk College strategic plan webpage: https://www.strategicplan.mohawkcollege.ca/