Date Posted: 07/31/2025
Req ID: 44561
Faculty/Division: Vice-Provost, Students
Department: Student Success
Campus: St. George (Downtown Toronto)
Position Number: 00041188
Description:
About us:
Student Life connects life to learning. We believe every student should have the opportunity to participate in university life actively and find connection and community while discovering new ways of thinking and being in the world. We provide resources, support and engagement opportunities that are inclusive and accessible, ensuring every student can build experiences that set them up for a lifetime of success.
Within Student Life, the cluster of Student Life Programs & Services, supports students as they achieve personal, academic, career and civic goals. We engage students throughout their learning and development with the following units: Accessibility Services, Career Exploration & Education, Centre for Community Partnerships, Centre for Learning Strategy Support, First Nations House – Indigenous Student Services, Multi-Faith Centre, Student Engagement, Student Success, and TCard Services. Together with staff, faculty, students, alumni, employers and community partners, we provide an integrated and coherent path to success that reflects our students' diversity.
In support of U of T’s vision, Student Life Programs & Services is committed to creating diverse, accessible, inclusive and welcoming spaces of opportunity that foster deepened engagement, learning, personal growth, and identity development for all students. We are committed to embedding these principles into all the work we do, reducing barriers so that students from all backgrounds and lived experiences can feel a sense of belonging in the communities they find here.
To align with our strategic priorities, we encourage individuals from Black, Indigenous, and racialized communities to apply.
Your opportunity:
Reporting to Assistant Director, Student Life Programs & Services, the Coordinator, Student Success Reception ensures a welcoming, equitable, safe and inclusive environment for all who visit the Student Success Centre, an integrated student-services hub that includes the Centre for Learning Strategy, Career Exploration & Education, and Housing Services.
The Coordinator serves as the lead on the reception/front desk delivery for the Student Success Centre. They ensure that students, recent alumni, staff, faculty and community members who interact (in person, over the phone, by email, or online) with the Student Success Centre are aware of the resources, services and programs available to support their academic success, career development and housing needs. This includes registration of users, orientation to programs, services and resources as well as providing appropriate, timely and accurate information and referrals to the three units withinthe Centre. The Coordinator is also responsible for helpful, diplomatic, and accurate delivery of housing information, including residence admissions policy and application status, and triaging individuals presenting with housing emergencies or other concerns.
In all interactions, the Coordinator is expected to interact knowledgeably and courteously with a variety of individuals including senior administrators, faculty, employers, staff, students, parents, guardians and community members. Students visiting the Centre may be highly emotional or present confidential issues therefore the Coordinator, must have high degree of empathy and be able to ensure confidentiality where appropriate.
Additionally, the Coordinator coordinates the recruitment, training and provides ongoing supervision of a team of casual student staff (Reception Assistant) creating a positive and inclusive team environment. The Coordinator creates and maintains the Reception Desk staffing schedule, ensuring coverage during absences, and ensures that casual staff are appropriately prepared to respond to the variety of inquires on behalf of the three units within the Centre.
Given the nature of the role, the Coordinator must be able to carry out a broad range of duties while exercising tact and good judgement. They must be able to adapt rapidly from one function to another while maintaining efficiency and accuracy, especially under pressure. This position requires excellent interpersonal, organizational and time management skills.
Your responsibilities will include:
- Acting as the first point of contact for general enquiries
- Responding to enquiries within the defined scope of the role and redirecting as appropriate
- Probing for information from students with personal and/or academic difficulties and making appropriate referrals
- Directing the activities of casual staff
- Providing basic support and general referrals to individuals in distress
- Updating and maintaining a procedures manual
- Maintaining bulleting boards and display areas
- Collecting feedback
Essential Qualifications:
- Advanced College Diploma (3 years) or acceptable combination of equivalent experience.
- Minimum three (3) years experience coordinating a front reception desk, providing customer service in a student-centered or community service environment with proven ability to identify and provide support for students who face discrimination and barriers.
- Demonstrated understanding of how to engage students in clarifying their needs through active listening and questioning techniques.
- Demonstrated strong interpersonal skills, communication skills, judgment and issue identification and referral abilities. Proven ability to provide helpful and diplomatic advice, triage support and sound judgement to manage escalated scenarios.
- Tact, professionalism, and understanding of how to handle confidential information.
- Ability to multi-task; work quickly, accurately and independently to ensure assigned tasks are completed as per timelines.
- Demonstrated ability to develop collaborative, productive and respectful relationships with students from marginalized communities.
- Experience leading a student-staff and/or casual staff team, training on administrative systems, and collaborating with colleagues to achieve outcomes.
- Proven experience in developing and maintaining administrative and database systems required. Experience using Excel to develop databases and track information required.
- Proficient in Microsoft Office, Outlook, SharePoint and Teams.
- Familiarity with the Student Life, the University of Toronto, knowledge of the University college system and residences.
- Demonstrated ability to take initiative and to contribute to the overall effective functioning of the centre.
Assets (Nonessential):
To be successful in this role you will be:
- Approachable
- Multi-tasker
- Organized
- Punctual
- Tactful
- Team player
NOTE: Please note this is a 1-year term position with a potential start date of September 2, 2025, until August 28, 2026.
Closing Date: 08/12/2025, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Term; This is a 1-year term contract position.
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 09 -- $67,916. with an annual step progression to a maximum of $86,855. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Administrative / Managerial
Recruiter: Fiona Chan
Lived Experience Statement
Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.
