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Job Purpose:

Reporting to the Associate Vice-President, Students, the Manager, Student Support & Care Coordination position provides strategic leadership and direct care coordination to complex student cases, including crisis response, case management, and advocacy support.

The Manager plays a critical leadership function of the Behaviour Intervention Team, guiding staff in addressing complex student concerns, and shaping the processes and frameworks that govern case coordination. They collaborate with other Student Affairs and campus leadership to develop and implement an integrated, cross-functional approach to complex student care.

This role ensures university staff are equipped to support students facing significant challenges, including physical or mental health issues, safety risks, behavioural concerns, or any other factors that may impact academic performance, personal well-being, or the overall student experience.

The Manager has a university-wide mandate and is based at the Peterborough campus. The incumbent provides support in a multi-campus environment, requiring regular collaboration with staff at the Durham campus. The Manager will ensure that the policies, programs and services they oversee are delivered equitably across all campuses and reflect the needs of all stakeholders.

Key Activities:

Case Management

• Leads the institutional Behaviour Intervention Team (BIT) and develops appropriate policies and procedures to support the team.
• Participates in and/or leads the strategic response or intervention to major/critical student issues (i.e. at risk student behaviours requiring intervention) in consultation with identified University partners.
• Coordinates responses to high impact and high-profile student issues that require case management support. This includes collecting relevant information, liaising with students/families, consulting with campus partners, helping implement referrals and appropriate follow up.
• Serves as a campus consultant providing non-clinical guidance in the response to and resolution of complex and high-risk issues.
• Provides advice and support to individual students, including referrals to support services within the institution or the community.
• Serves as the primary point of contact and key liaison or communicating with students/parents/guardians regarding complex issues within the confines of confidentiality requirements.
• Meets regularly with students and manages an active caseload to provide complex care coordination.
• Ensures trauma-informed and culturally appropriate practices are used in supporting students.

Education & Training

• Identifies training needs and develops education/training for working with and supporting high-risk students, including those who serve on the Behaviour Intervention Team.
• Cultivates and strengthens relationships across all university units and external partners to enhance the development of care coordination initiatives.
• Creates educational initiatives to promote campus access to the Behaviour Intervention Team.
• Provide proactive supports to students and the community to mitigate the escalation and/or occurrence of complex student cases.

Leadership & Administration

• Ensures Behaviour Intervention, Supported Leave and Crisis Response policies and procedures are compliant with legislation and aligned with best-practices, and complimentary to other institutional policies
• Manages the retention and confidentiality of BIT records in compliance with relevant privacy legislation, ensuring that all documentation (i.e. intake information, risk assessments, decision letters, etc). adheres to legal and institutional standards.
• Serve on various university committees and working groups, advocating for student care and support issues and providing strategic input into university-wide initiatives.
• Leads the design, implementation and continuous improvement of strategic processes related to student behaviour management and case management services.
• Participates and supports legislative and annual reporting.

Education Required:

• Master’s Degree in a related field (i.e. Social Work, Educational Psychology, Counselling, Psychology, Conflict Management, or related Behavioural Sciences).
• Certification in NaBITA non-clinical case management and/or Care team/behavioural intervention training.

Experience/Qualifications Required:

• Seven (7) years of experience managing and responding to sensitive crisis situations within university-aged populations.
• Affiliation with HECMA (Higher Education Case Managers Association), and/or CACUSS (Canadian Association of College & University Student Services) is an asset.
• Advanced knowledge and skill in trauma-informed practices.
• Significant experience in the development and implementation of policies, procedures, practices, and emergency conduct/crisis protocol.
• Knowledge of current provincial and federal laws, regulations, and trends in the field of case management and higher education is preferred.
• Multicultural competence and a demonstrated commitment to equity, diversity, inclusion and Indigenization.
• Experience relationship building with senior leaders, colleagues and stakeholders.
• Excellent communication, teaching, presentation, and interpersonal skills,
• Demonstrated empathy, and ability to respond to traumatic experiences.
• Experience in handling highly sensitive issues in a complex environment, with a commitment to maintaining confidentiality and neutrality.
• Advanced de-escalation techniques, mediation, and conflict resolution skills.
• Demonstrated initiative, management and leadership skills required.
• Excellent communication skills.
• Must be proficient in the use of computer applications such as intermediate level word processing, spreadsheets, databases and enterprise content managmenent applications.
• Ability to work independently and as a team player.
• Occasional evening and weekend work required.
• A satisfactory Vulnerable Sector Check (“Police Record Check”), dated within the past six (6) months is required as a condition of employment.