Student Services Coach - International (IAHS Campus)
Status: Full Time
Hours: Monday – Friday, 35 hours/week
Home Campus: IAHS (hybrid work arrangements available)
Rate of Pay: Payband G (Start Rate: $33.55 per hour)
Posting Date: October 22nd, 2025
Closing Date: October 28th, 2025 at 7:00 pm EST
Preference will be given to qualified employees within the Full Time Support Staff bargaining unit, Appendix D (in the role for 6 consecutive months) and RPT employees who have passed probation at Mohawk College.
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.
The Student Services Coach - International reports to the Manager, International Student Services and Engagement, and is a member of the International Student Services team. In alignment with Mohawk College’s mission and values, the incumbent assists students in navigating the processes and procedures at the College to ensure they complete all necessary activities during their academic career. These activities are primarily focused on International Student Services; however, the incumbent will work closely with other college areas such as International Admissions, Recruitment and Partnerships. The incumbent will be knowledgeable and able to assist on all aspects of Student Services, specifically related to International students’ needs.
As a primary point of contact for Mohawk’s international students, the incumbent provides timely, accurate, and student-centered guidance and support, investigating and resolving a wide range of student inquiries from students, staff, faculty, and internal College partners. Building strong, collaborative relationships with key partners such as the Registrar’s Office, Student Services, and academic areas is essential to success in this role.
The Student Services Coach – International delivers guidance with a focus on high-quality service, professionalism, and empathy, ensuring students feel supported and empowered to succeed. This role directly supports student retention and success by contributing to the overall international student experience at Mohawk. The successful candidate will demonstrate a commitment to continuous improvement, regularly contributing to the enhancement of student support services and ensuring processes evolve to meet the needs of students and College partners.
What you’ll be doing:
Student-Facing Coaching
Pre-scheduled coaching sessions – meeting with students who have booked time with the incumbent.
Drop-in coaching sessions – allotting time each day/week to meet with students who arrive with questions who did not book a session ahead of time.
Group coaching sessions – scheduling and promoting open sessions (or presentations) on a regular basis to groups of students on timely topics.
Alternative coaching sessions (email, phone or online) – providing coaching to students (individual, group or drop-in) over the phone or using technologies such as Teams etc. The incumbent keeps detailed interaction and session notes using the college’s student relationship management software (i.e. Banner, Contact Centre, Ministry systems) and ensures notes are in compliance with departmental and College guidelines and policies. Keeps consistent counts of advising and support activities and submits regular (i.e. monthly and annually) reports to management, as required.
Promotes student self-efficacy and independence by using coaching techniques that guide students to reflect, identify next steps, and make informed decisions about their academic, personal, and professional goals.
Integrates proactive coaching strategies, identifying key periods in the academic cycle (e.g., registration deadlines, exam preparation) to offer timely interventions and promote key services.
Responsible for ‘direct service’ inquiries concerning student services programs, procedures and processes, and making appropriate and timely referrals to areas of the College as needed, in alignment with the Mohawk Advising Model and professional standards of the International Coaching Federation (with a focus on explanatory-type coaching).
Supports international students with a variety and complexity of inquiries, including but not limited to those related to registration and financial matters, International Health Insurance, and immigration letters.
Assists with backup support (i.e. running reports/templates, answering emails/phone calls, assisting with problem solving).
Utilizing both online and in person resources to ensure students are completing the appropriate steps to navigate various applications and are supported throughout their academic career at Mohawk.
Outreach and Integration in the Promotion of Student Services’ Information, Services and Programs
Conducts outreach and provides information to students about study permits, work permits, re-entry visas, authorized leaves, post-graduation work permit, and general immigration information.
Keeps up to date with college processes and procedures and with various federal and provincial government policies related to the International Student Program (ISP).
Plans, organizes and provides information to students in collaboration with international student services and internal and external partners (i.e. academic integrity, career planning, international health insurance, study, coop and postgraduation work permit, etc.).
Supports International Student Welcome and Events, including orientation activities.
Responds to requests within the college community to promote opportunities and student services programs.
Under the direction of the Manager, ensures the current procedures for students are accurate and reflected in practices within International.
Drafts menus or checklists of activities/processes for students to complete and submits to Manager for revision and approval.
As required, develops and maintains up-to-date student resource material (leveraging the online student portal when possible).
Collaborates with College partners to identify/resolve any issues related to the international student experience.
When necessary, updates documentation on practices/processes, in clearly outlined and straightforward print and online material.
Encourages students to leverage online solutions whenever possible to ensure that in-person interactions are reserved for value-added services/transactions.
Contributes to the Efficient Operations of International Student Services
Promotes Scholarships and Awards and responds to general inquiries from students.
Supports Mohawk International Student Welcoming and Orientation events, as well as special events, such as International Education Week.
Maintains Social Media presence and student communications creating and/or disseminating promotional materials, newsletters, and digital content that highlight student services and support programs on campus and across community Supports Student Ambassador programs.
Identify gaps in student engagement with services and recommend strategies to enhance visibility and integration of support programs into the broader student experience.
Provides Administrative, Immigration, and Technical Support
Responsible for the timely issuance of International Student Immigration Letters (including letters to support students’ application for study permit extensions, coop work permits, Post Graduate Work Permit (PGWP) etc.).
Work with various partners within the college (academic areas, Admissions, Registration & Convocation) to prepare letters.
Provides feedback and suggestions on how to improve current processes and ensures up-to-date procedures are in place.
Provides ongoing critiquing of the existing systems with the goal to reduce manual processing and enhance customer service.
Recommends and develops, in collaboration with other partners, system and process enhancements to improve service to students.
Support departmental workload redistribution during key times of the year and during employee absenteeism, ensuring that all areas of the office are covered in the most efficient way.
Monitors the International Student Services operation, its policies and procedures in order to provide a quality service to students and partners.
Recommends procedures to ensure compliance to governmental and departmental guidelines.
Responsible for updating ISS process manuals.
Other duties as assigned.
What you’ll bring to the role:
Minimum 2-year Diploma in Social Services, Business Administration, Business General, Office Administration or a diploma in a related field. Preference will be given to those who have a credential that is international-focused or related to immigration.
Minimum 3 years of practical experience, in a service-oriented environment within an educational setting; primarily related to supporting applicants, students and staff with some experience providing coaching/advising, including one-to-one and group/workshop formats within a post-secondary setting is required.
Counselling Techniques Certificate, Career Consultant Certificate or certificate in related field considered an asset.
Regulated International Student Immigration Advisor (RISIA) or Regulated Canadian Immigration Consultant (RCIC) designation, in good standing with the College of Immigration and Citizenship Consultants (CICC).
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.
The successful candidate will also be able to demonstrate the following knowledge, skills and attitudes obtained through previous work experience:
Post-secondary education – experience working with post-secondary students and applicants is strongly preferred.
Event planning/project management – demonstrated experience coordinating workshops, events and managing projects.
Approachable and relatable to all members of College community – ability to positively relate to applicants, students, faculty, staff, administration and the general public in a variety of situations (one-to-one and groups) is essential.
Computer proficiency/experience – proficiency in and experience with business computer applications including MSOffice (Word, Excel, PowerPoint, etc.) plus internet researching skills is necessary. Ability to learn and adapt to new software applications is important.
Knowledge of post-secondary education systems – knowledge of college programs, student policies, student services, student success initiatives, and corporate databases including Banner or similar student information management systems would be an asset.
Strong organization and multi-tasking skills – ability to manage multiple student tasks, projects and issues at the same time. Knowledge or experience with project management would be an asset.
Team oriented – demonstrated intrapersonal skills and an ability to work effectively in a team environment is essential.
Language and communication proficiency – strong communication and writing skills. Ability to speak a second language, other than English, considered an asset.
What we offer:
Defined Benefit pension plan (CAAT) with contributions matched by Mohawk College.
93% top up of maternity and parental leave pay for 52 weeks.
Progressive vacation plan starting with 15 vacation days plus annual holiday closure.
Access to Employee Family Assistance Program including counselling services, financial literacy services, nutrition advice and more.
Comprehensive benefits package including health, dental, vision, paramedical services (massage therapy, acupuncture, naturopath, psychotherapy and psychology), short-term and long-term disability.
Ability to take courses at a reduced rate for employees and dependents.
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/
