Counseling and Community Care Hub Operations Co...

Counseling and Community Care Hub Operations Coordinator

Reporting to the Director of Counseling, the Coordinator of Counseling and Community Care Hub Operations coordinates the daily administrative, student-service, scheduling, referral, and information-management operations of the Counseling Center and Community Care Hub. The Coordinator serves as the primary operational contact for front-desk procedures and as the departmental functional coordinator for Titanium and related referral, scheduling, and tracking processes.

The position supports timely, welcoming, confidential, and student-centered access to counseling and basic-needs services; maintains accurate records and workflows; supports training development and facilitation OCC student interns, work-study students, and volunteers; and prepares operational reports that inform staffing, resource allocation, and service improvement. The Coordinator exercises independent judgment within established College and departmental policies and refers clinical, crisis, case-management, and other specialized matters to appropriately credentialed staff.

Major Responsibilities:

• Assist in the leadership of the operational coordination of student access to Counseling Center and Community Care Hub services by designing and maintaining intake, scheduling, coverage, referral, and service-routing workflows that support timely, equitable, confidential, and student-centered care.
• Assess and triage student service needs within the non-clinical scope of the role, ensuring individuals are connected to appropriate counseling, case-management, basic-needs, crisis, or campus resources while maintaining professional boundaries and confidentiality.
• Evaluate daily service patterns, office coverage needs, and appointment capacity in collaboration with departmental leadership to strengthen access, balance staff workload, and improve operational responsiveness.
• Serve as the departmental functional lead for Titanium and related referral, scheduling, documentation, outreach, and reporting systems, ensuring consistent configuration, data integrity, appropriate access, and effective use across departmental operations.
• Following HIPAA guidelines, oversee referral and record-management workflows by monitoring incoming service requests, coordinating routing and follow-up, maintaining accurate documentation, and ensuring completion in alignment with college procedures and confidentiality requirements.
• Identify, troubleshoot, and escalate system, data, and workflow issues; recommend process enhancements that improve compliance, efficiency, user experience, and the reliability of student-service information.
• Develop and maintain departmental data systems, tracking tools, and reporting structures that capture service utilization, referrals, outreach, resource distribution, coverage, and other key operational indicators.
• Analyze service-volume, scheduling, referral, no-show, resource-use, and coverage trends to identify capacity concerns, equity gaps, compliance needs, and opportunities to improve student access and operational effectiveness.
• Prepare reports, summaries, and recommendations for departmental and College leadership to support assessment, planning, staffing decisions, audits, institutional reporting, and continuous improvement initiatives.
• Design and coordinate operational onboarding and training for OCC student interns, work-study students, and volunteers on departmental systems, confidentiality, referral processes, student-service standards, and office protocols.
• Provide functional leadership for assigned student employees, interns, and volunteers by coordinating schedules, clarifying responsibilities, monitoring service coverage, and addressing operational concerns in consultation with department leadership.
• Support the coordination of the administration, tracking, reconciliation, and reporting of approved student-support resources, including basic-needs, transportation, food, emergency, pantry, and related assistance, to ensure accountability and appropriate stewardship.
• Support departmental budget, purchasing, inventory, and resource-planning processes by maintaining accurate records, identifying discrepancies, preparing documentation, and collaborating with department leadership and College offices.
• Strengthen departmental communication and partnership workflows by coordinating operational information, service updates, meetings, projects, and cross-campus collaboration that support Counseling Center and Community Care Hub priorities.

Requirements:

• Minimum Requirements:
• Associate's degree from an accredited college, university, or foreign equivalency.
• At least three years of progressively responsible experience in higher education, student services, counseling or healthcare administration, human services, or another confidential, high-volume service environment.
• Demonstrated experience coordinating multi-step administrative workflows, electronic records, scheduling, referrals, data tracking, or comparable operational processes.
• Demonstrated experience training or providing functional guidance to employees, interns, student employees, or volunteers.
• Proficiency with Excel and experience utilizing databases for information management.
• Preferred Requirements:
• Bachelor's degree from an accredited college, university, or foreign equivalency, in higher education, business administration, human services, health administration, information systems, or a related field.
• Professional experience in a college counseling center, student affairs office, community-care program, healthcare setting, or comparable student-support environment.
• Experience using electronic scheduling, health-record, case-management, or referral platform.
• Experience with Lazer Success or another student-success, early-alert, or customer-relationship-management system.
• Experience preparing operational reports, reconciling budgets or inventories, developing procedures, and improving service workflows.
• Bilingual in English and Spanish. English and other languages will be considered.

Knowledge, Skills & Abilities:

• Commitment to student-centered service and the ability to interact with students in a calm, welcoming, culturally responsive, and trauma-informed manner.
• Ability to exercise sound independent judgment, establish priorities, coordinate overlapping deadlines, and resolve routine operational issues with limited supervision.
• Excellent interpersonal, oral, and written communication skills and the ability to explain procedures clearly to students and employees.
• Ability to recognize the limits of the position, maintain non-clinical boundaries, and promptly connect students with licensed, clinical, crisis, case-management, or emergency resources when appropriate.
• Demonstrated discretion and sound judgment in handling confidential student, employee, financial, operational information, and releases of student records.
• Strong technical proficiency, including Microsoft 365, spreadsheets, databases, electronic records, scheduling platforms, and the ability to learn complex systems quickly.
• Ability to maintain data integrity, reconcile information from multiple sources, identify discrepancies, analyze operational trends, and prepare accurate reports.
• Ability to develop procedures and training materials and to train employees, interns, work-study students, and volunteers with consistency and professionalism.
• Ability to build collaborative working relationships across departments and work effectively with students, faculty, staff, and community partners from diverse backgrounds.
• Strong organizational skills, attention to detail, initiative, adaptability, and commitment to continuous improvement.

Additional Information:

• Salary range is: $44,000 - $55,000, commensurate with credentials and relevant experience.
• Onondaga Community College offers a generous and competitive benefits package including:
• New York State Local Retirement System (pension) or an Optional Retirement Plan (401a).
• Excellent health, dental, and vision insurance plans (qualifying domestic partner included).
• Onondaga Community College participates in the Public Service Loan Forgiveness program for eligible borrowers.
• Working Conditions:
• Full-time, 12-month position with a regular on-campus work schedule; occasional evening or extended-hour assignments may be required based on departmental needs.
• Regular interaction with students who may be experiencing stress or seeking sensitive services; the position does not provide clinical assessment, diagnosis, counseling, or crisis intervention.
• Frequent use of computers, electronic records, telephones, scanners, and other standard office technology in a high-contact student-service environment.
• Application Instructions:
• To be considered, please submit a resume and cover letter at time of application.
• The three (3) references listed on the application must be professional references, two of which must be current or former supervisors. Finalists will be contacted prior to references being checked.
• Offers are contingent upon the completion of a background check, and official transcripts are required upon hire.
• Please contact if you have questions.