Case Manager, Student Academic Support

Job Title
Case Manager, Student Academic Support

Job Category
M&P - AAPS
Job Profile
AAPS Salaried - Student Management, Level C

Job Family Group
Staff - Non Union

Department
Student Academic Services | Dean's Office, Faculty of Graduate and Postdoctoral Studies

Compensation Range
$7,727.33 - $11,112.00 CAD MonthlyThe Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Job End Date
Ongoing

Posting End Date
November 18, 2026
Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Please provide a cover letter as part of your application as applications without a cover letter will not be considered.

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career. 

Job Summary
The Case Manager, Student Academic Support, is responsible for managing complex graduate student cases, particularly with regard to the intersection of academic progress and financial, interpersonal and health situations which jeopardize student success and/or well-being. The incumbent serves as a primary point of contact for students, staff and faculty who seek assistance with addressing complex situations and is responsible for managing G+PS involvement in cases through to resolution. Formulates comprehensive intervention plans based on detailed information and histories collected from all appropriate parties, and provides advising, guidance, policy interpretation and referrals as appropriate. In collaboration with relevant parties and other support professionals, formulates and enacts plans to address complex situations. Provides direction to students, staff and faculty on administrative actions that are required to support resolution plans for complex cases. Works in collaboration with the Faculties and other University departments, student organizations, and other units that support students.

Organizational Status
Reports to Director Student Academic Support. Works cooperatively as a member of a team of Student Academic Services, playing an integral role in identification and case management of students of concern. Interacts with senior academic and administrative staff within the University, particularly in graduate programs and other student service units such as Centre for Accessibility, Student Support Services (Early Assist), Student Conduct and Safety, Student Housing, International Student Development, Enrolment Services, the Ombuds Office, Legal Counsel, Senate and other units related to graduate student success and well-being.

Work Performed
Complex Case Management - 90% 
Complex Case Management:
Manages large caseload of complex, highly sensitive and diverse graduate student/graduate program advising, particularly in relation to the intersection of academic progress and financial, personal and health difficulties which jeopardize student success, from initial consultation through to completion/resolution
Serves as a primary point of contact for graduate students, staff and faculty who seek assistance with addressing and advising on complex situations
Draws on policies, procedures, best practices and past precedents to determine best course of action
Collects and reviews relevant facts and evaluates multiple components pertaining to a graduate student case, drawing on knowledge of academic program and student wellness when making an initial assessment through a structured independent judgment process, and works with program and appropriate units to come up with a plan for support.
Formulates intervention plans based on detailed information and histories collected from all appropriate parties, often employing highly active listening, personal interviewing, and documentation retrieval activities.
Provides direction to students, staff and faculty on administrative actions that are required to support resolution plans for complex cases (e.g. leaves of absence, extensions to candidacy and program, alternative registration statuses, etc.)

Advising and Cross-Unit Coordination:
Provides comprehensive and direct advising, guidance, referrals and policy interpretations to graduate students, staff and faculty via in-person or remote meetings, phone, and email; escalates highly complex cases as appropriate to Associate Director and Director, Student Academic Support, and Assistant/Associate Deans or Dean and Vice-Provost as needed.
Advises students in navigating university systems and accessing campus and community support services.
Consults with Counseling Services, Student Health Services, Access and Diversity, International Student Development, Enrollment Services, Ombuds, UBC Legal, Student Conduct and Safety, Student Housing and other units regarding students of concern and liaise with these and other University departments to expedite resolution of problems
Develops and maintains relationships with graduate faculty, Department Heads, Deans.
Develops and maintains relationships with campus and community resources, in order to coordinate initiatives and supports for graduate students and to identify gaps.

Complex and At-Risk Student Support:
Serves as main G+PS liaison to the Managers, Student Support Services and Student Conduct and Safety teams within the VP Students office to coordinate and lead appropriate responses to Early Assist submitted for graduate students.
Reviews and follows up as appropriate with graduate students identified through the Early Assist system, as well as through police incident reports.
Draws on academic and student wellness knowledge when providing coaching support to the reach-out responder as appropriate to the nature of the concern and case complexity.
Provides additional support and coaching to staff, advisors, and/or faculty involved in the complex case management for at-risk students.

Policy Interpretation and Process Improvement:
Interprets university policy regarding students and recommends policy review if indicated.
Works closely with the G+PS Student Academic Services team to identify opportunities for improvements and best practices related to processing academic actions (e.g. leaves of absence, extensions to candidacy and program, alternative registration status, etc.).

Case Monitoring and Reporting:
Participates in regular case briefing meetings with the Managers, Student Support Services
Develops and maintains system to track progression and outcomes of complex cases, both to ensure they are adequately addressed and to assess demand for resources within G+PS and larger graduate community
Provides data, descriptions and summaries of complex graduate student cases for the use of the Director, Dean and other senior leaders on campus.
Manages accurate case records and prepares necessary reports.

Other duties commensurate with the skills and experience of the position - 10%

Consequence of Error/Judgement
This is a key senior administrative position responsible for managing highly sensitive situations involving graduate students at risk of non-completion of studies, including those involving mental health and interpersonal crises. Actions and decisions may be binding to the University and are crucial to the academic and personal welfare of students since they directly affect admission, academic progress, the right to continue in a program, and the determination of qualifications for graduation. Incorrect actions or decisions may damage the careers of students and lead to academic appeals or lawsuits.

Supervision Received
Reports to the Director, Academic Support; receives direction from the Dean and Vice-Provost and Associate Deans. Works independently within established case management practice guidelines, University policy, and Provincial privacy legislation. Works within a model of collegial consultation and collaboration. Work is reviewed for overall effectiveness.

Supervision Given
Provides functional direction to Student Academic Services team (M&P and CUPE staff) on administrative actions required to address complex student situations

Minimum Qualifications
Undergraduate degree in a relevant discipline. Minimum of four to five years of related experience, or an equivalent combination of education and experience

- Willingness to respect diverse perspectives, including perspectives in conflict with one’s own
- Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications
A graduate degree in higher education, counselling, social work, law or a related field, from a recognized university is preferred. Experience managing and collaboratively resolving complex administrative, interpersonal and personal conflicts highly desired. Experience managing response to crisis situations. Counseling and/or social work or similar case management experience preferred. Demonstrated skills in case management and dispute/problem resolution. Superior communication skills oral, written and presentation. Ability to demonstrate the highest level of tact, diplomacy, and strategic intelligence in facilitating dialogue and dealing effectively with difficult situations. Outstanding interpersonal skills. Proven ability to adapt and to work effectively in a multi-tasked environment under pressure with high volume of work and critical deadlines. Proven ability to think creatively and innovate solutions to organizational challenges. Ability to work effectively as a member of a team to facilitate team goals and encourage best effort amongst colleagues. Experience managing response to crisis situations and experience working as part of a case management support team. Demonstrated ability and commitment to serving the needs of a broadly diverse student population. Ability to work within and assist others in navigating through complex systems; understanding of mental health terminology and resources; strong knowledge of privacy guidelines and ability to communicate difficult/ sensitive information. Possession of personal attributes, including sophisticated communication skills, that facilitate teamwork and the development of effective working relationships with a wide range of students, faculty, and staff.