Counseling and Community Care Hub Operations Coordinator at Onondaga Community College at MACNY in US-NY-Syracuse

Job description

• Onondaga Community College, located in Syracuse, NY is currently recruiting for a Coordinator of Counseling and Community Care Hub Operations
• 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.

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

• 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.
• 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.
• 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.

Skills

Required

• Proficiency with Excel
• Commitment to student-centered service

Preferred

• Bilingual in English and Spanish

Benefits

• 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.