Counseling and Community Care Hub Operations Coordinator

Onondaga Community College located in Syracuse NY is a college of the State University of New York (SUNY) system and one of 30 locally sponsored community colleges throughout New York State. Onondaga County is our sponsor. We offer two-year degree programs that serve as transfer opportunities to baccalaureate degree programs at four-year campuses or for direct entry to the workforce. We also offer certificate programs that can generally be completed in one year. Onondaga is a diverse educational learning community. We are committed to creating and maintaining an atmosphere where individuality is not only recognized - but encouraged - to contribute to the fabric of the campus environment. We continue to serve the educational and economic development needs of the region and proudly boast more than 40000 alumni.

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 RESPONSIBILITES

• 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.

MINIMUM REQUIREMENTS

• Associates 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

• Bachelors 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 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.

• Salary range is:$44000 - $55000commensurate with credentials and relevant experience.
• Onondaga Community College offers agenerous and competitive benefitspackageincluding:
  • New York StateLocal Retirement System(pension) or an Optional Retirement Plan(401a).
  • Excellenthealth dental and visioninsurance 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.

• To be considered please submit aresume and cover letterat time of application.
• Thethree (3) referenceslisted 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 abackground check and official transcriptsare required upon hire.

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