Counseling and Community Care Hub Operations

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…