Case Manager, Student Academic Support

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career. 

• Manages large caseload of complex, highly sensitive and diverse graduate student/graduate program advising, particularly in relation to the intersection of academic progress and financial, personal and health difficulties which jeopardize student success, from initial consultation through to completion/resolution
• Serves as a primary point of contact for graduate students, staff and faculty who seek assistance with addressing and advising on complex situations
• Draws on policies, procedures, best practices and past precedents to determine best course of action
• Collects and reviews relevant facts and evaluates multiple components pertaining to a graduate student case, drawing on knowledge of academic program and student wellness when making an initial assessment through a structured independent judgment process, and works with program and appropriate units to come up with a plan for support.
• Formulates intervention plans based on detailed information and histories collected from all appropriate parties, often employing highly active listening, personal interviewing, and documentation retrieval activities.
• Provides direction to students, staff and faculty on administrative actions that are required to support resolution plans for complex cases (e.g. leaves of absence, extensions to candidacy and program, alternative registration statuses, etc.)

• Provides comprehensive and direct advising, guidance, referrals and policy interpretations to graduate students, staff and faculty via in-person or remote meetings, phone, and email; escalates highly complex cases as appropriate to Associate Director and Director, Student Academic Support, and Assistant/Associate Deans or Dean and Vice-Provost as needed.
• Advises students in navigating university systems and accessing campus and community support services.
• Consults with Counseling Services, Student Health Services, Access and Diversity, International Student Development, Enrollment Services, Ombuds, UBC Legal, Student Conduct and Safety, Student Housing and other units regarding students of concern and liaise with these and other University departments to expedite resolution of problems
• Develops and maintains relationships with graduate faculty, Department Heads, Deans.
• Develops and maintains relationships with campus and community resources, in order to coordinate initiatives and supports for graduate students and to identify gaps.

• Serves as main G+PS liaison to the Managers, Student Support Services and Student Conduct and Safety teams within the VP Students office to coordinate and lead appropriate responses to Early Assist submitted for graduate students.
• Reviews and follows up as appropriate with graduate students identified through the Early Assist system, as well as through police incident reports.
• Draws on academic and student wellness knowledge when providing coaching support to the reach-out responder as appropriate to the nature of the concern and case complexity.
• Provides additional support and coaching to staff, advisors, and/or faculty involved in the complex case management for at-risk students.

• Interprets university policy regarding students and recommends policy review if indicated.
• Works closely with the G+PS Student Academic Services team to identify opportunities for improvements and best practices related to processing academic actions (e.g. leaves of absence, extensions to candidacy and program, alternative registration status, etc.).

• Participates in regular case briefing meetings with the Managers, Student Support Services
• Develops and maintains system to track progression and outcomes of complex cases, both to ensure they are adequately addressed and to assess demand for resources within G+PS and larger graduate community
• Provides data, descriptions and summaries of complex graduate student cases for the use of the Director, Dean and other senior leaders on campus.
• Manages accurate case records and prepares necessary reports.

A graduate degree in higher education, counselling, social work, law or a related field, from a recognized university is preferred. Experience managing and collaboratively resolving complex administrative, interpersonal and personal conflicts highly desired. Experience managing response to crisis situations. Counseling and/or social work or similar case management experience preferred. Demonstrated skills in case management and dispute/problem resolution. Superior communication skills oral, written and presentation. Ability to demonstrate the highest level of tact, diplomacy, and strategic intelligence in facilitating dialogue and dealing effectively with difficult situations. Outstanding interpersonal skills. Proven ability to adapt and to work effectively in a multi-tasked environment under pressure with high volume of work and critical deadlines. Proven ability to think creatively and innovate solutions to organizational challenges. Ability to work effectively as a member of a team to facilitate team goals and encourage best effort amongst colleagues. Experience managing response to crisis situations and experience working as part of a case management support team. Demonstrated ability and commitment to serving the needs of a broadly diverse student population. Ability to work within and assist others in navigating through complex systems; understanding of mental health terminology and resources; strong knowledge of privacy guidelines and ability to communicate difficult/ sensitive information. Possession of personal attributes, including sophisticated communication skills, that facilitate teamwork and the development of effective working relationships with a wide range of students, faculty, and staff.