Student Services Navigator (Regular Part Time)

Status: Regular Part Time

Hours: Up to 24 hours/week

Home Campus: Fennell (fully on-site)

Rate of Pay: $24.88 per hour, plus 6% in lieu of vacation

Vacancy Status: 1 vacancy available

Posting Date: November 12th, 2026

Closing Date: November 18th, 2026 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.

Job Summary:

Reporting to the Director, Student Services and Supports, the Student Services Navigator provides front-line, student-centred support across the College’s integrated service channels, including the Contact Centre, Welcome Desk, shared email accounts, appointment and queue systems, and campus tour support.

As part of the regular rotation of duties, the incumbent answers incoming College calls, triages and responds to inquiries, actions requests within scope, documents interactions, and refers or escalates more complex matters to the appropriate service area. The role also supports in-person service, appointment booking and check-ins, WaitWell queues, campus tours, document scanning, and general navigation of Registrar’s Office and College services.

Through effective customer service, clear communication, and accurate triage, the Student Services Navigator contributes to a welcoming, organized, and responsive service experience that supports student access, engagement, and success.

What You’ll Be Doing:

Based on Mohawk College’s Advising Model, the scope of practice for the Student Services Navigator is primarily defined by informational advising, with explanatory advising also falling within the normal scope of the role. Student Services Navigators provide students, applicants, visitors, and members of the College community with accurate information, service navigation, triage, and general process support.

More in-depth explanatory advising, developmental advising, case management, academic planning, counselling, financial aid assessment, admissions decision-making, or complex student support should be referred to the appropriate Coach, Advisor, Counsellor, department, or specialized service area.

Welcome Desk, Contact Centre Operations and Inquiry Support

• Serve as a primary front-line point of contact across the College’s integrated service channels, including the Welcome Desk, Contact Centre, shared email accounts, appointment booking systems, WaitWell queues, and in-person service areas.
• Answer incoming calls to the College as part of the regular Contact Centre rotation, providing timely, accurate, professional, and student-centred service to students, applicants, visitors, staff, and members of the public.
• Triage phone, email, in-person, and digital inquiries to determine the nature of the request, the level of support required, and the appropriate service pathway.
• Action and respond to general inquiries where possible, including providing information, explaining routine processes, identifying next steps, sharing relevant links or forms, assisting with appointment booking, and helping students understand how to access College or Registrar’s Office services.
• Refer or escalate complex, sensitive, specialized, or out-of-scope inquiries to the appropriate department, Advisor, Coach, Counsellor, or service area in accordance with established procedures.
• Provide accurate information related to Registrar’s Office and student service processes, including general information about admissions, registration, student records, financial assistance, academic dates and deadlines, appointment options, service hours, and referral pathways.
• Support students, applicants, and visitors by helping them navigate College services, understand where to go for support, and access the appropriate resources in a timely manner.
• Provide campus wayfinding and general directional support, including guidance to services, offices, classrooms, events, and campus resources.
• Verify student identity and confirm authorization prior to providing access to information, systems support, document processing, or student-specific service support, in accordance with College privacy requirements.
• Respond to challenging, unclear, or escalated inquiries by clarifying information, setting expectations, identifying the appropriate next step, and escalating concerns in accordance with established procedures.
• Navigate and update multiple systems and tools concurrently to support inquiry resolution, call documentation, appointment management, queue management, email response, and document processing.
• Document student interactions, inquiry types, actions taken, referrals, and outcomes in the appropriate system, ensuring records are accurate, consistent, and aligned with College procedures and privacy requirements.
• Support appointment check-ins and assist with managing student flow using WaitWell and other appointment or queue management systems.
• Assist students with booking appointments for a variety of Registrar’s Office and student service supports.
• Respond to inquiries received through shared email accounts, Contact Centre systems, and ticketing tools, ensuring responses are accurate, timely, and aligned with approved service information.
• Maintain current front-line resources, reference materials, scripts, templates, service information, and referral information to support accurate and consistent inquiry response.
• Identify recurring inquiry themes, unclear processes, student barriers, or service gaps and bring them forward to the Contact Centre Operations Coordinator or appropriate leader.
• Provide general guidance related to OSAP processes and support OAN resets, as required and within established scope.
• Support students with document scanning by:
  • Demonstrating the use of self-serve scanning equipment; and
  • Processing documents using staff-only scanners when required, in accordance with privacy and confidentiality requirements.
• Maintain accurate documentation and records in compliance with College policies, departmental procedures, and applicable privacy standards.

Campus Tours, Communication and Coordination

• Facilitate and coordinate on-campus tours for applicants, prospective students, families, visitors, and members of the public, including scheduling, communication, preparation, and logistical coordination.
• Respond to tour-related inquiries and provide general information about campus services, student supports, facilities, resources, and next steps.
• Support service coordination during peak periods by assisting with phone, email, in-person inquiry management, appointment check-ins, WaitWell queues, and student flow.
• Communicate service updates, process changes, and inquiry trends to the Contact Centre Operations Coordinator or appropriate leader to support consistent front-line service delivery.
• Support coordination between Contact Centre, Welcome Desk, campus tours, Registrar’s Office services, and other student-facing supports to ensure students receive clear and consistent information.

Other Duties as Assigned Including

• Support Registrar’s Office, Student Services and Supports, and campus-wide initiatives such as Open House, Welcome Week, Orientation, Convocation, start-up activities, and other student-facing events.
• Participate in training, onboarding, meetings, service updates, and process reviews related to Contact Centre, Welcome Desk, email, queue management, and front-line student service operations.
• Contribute to continuous service improvement by identifying inquiry trends, recurring student questions, process gaps, documentation needs, and opportunities to enhance front-line service.
• Support a welcoming, inclusive, organized, and student-centred service environment across phone, email, in-person, and digital service channels.
• Perform other related duties as assigned that are consistent with the purpose and scope of the Student Services Navigator role.

What You’ll Bring to the Role:

• 2 year diploma or certificate in Office or Business Administration or equivalent combination of similar education and experience.
• Additional training related to Banner, Millennium, FastSuite, SharePoint, OCAS, MyMohawk, Waitwell, CMS webforms and the ministry’s One-Key system for OAN resets.
• A minimum of two years of practical experience, in a service-oriented environment within an educational setting; primarily related to supporting applicants, students and staff, as well as an understanding of college services and corporate information systems.
• Experience with Banner is an asset.
• Proficiency in Microsoft Office suite
• 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/