Student Support Coordinator - NYU London

NYU is committed to being a welcoming campus community that reflects and enacts the values of inclusion, diversity, belonging, equity and accessibility that inform academic excellence. We seek candidates who will not only enhance our commitment to these values, but whose experience, competencies, skills, and community engagement efforts contribute to diverse, equitable, inclusive learning and working environments for our students, staff, and faculty.

The Student Support Coordinator (SSC) is a student-facing role that provides individualized, non-academic support and helps strengthen community standards for a student community of 550–800 students. Reporting to the Student Support Manager, the SSC supports restorative conduct processes, case management for Students of Concern, and staff readiness for student-life-related emergencies. The SSC uses conduct, case management, and incident-response data to identify trends. These trends may include recurring incident types, repeat patterns of concern, peak periods of student distress, and transition-related challenges. The SSC helps improve outcomes such as timely connection to resources, consistent follow-up and resolution, completion of conduct outcomes, reduced repeat incidents, and student persistence and successful transitions.

35% Student Support Case Management

Provide outreach, assessment, support planning, referrals, documentation, and follow-up for assigned cases. Act as the deputy lead in Student of Concern Meetings.

• Coordinated care plans for all active Students of Concern, with documented goals, supports, and follow-up cadence
• Timely outreach and continuity (defined response standard; effective handoffs to internal/external resources; closed-loop follow-up).
• High-quality case documentation (risk indicators, actions taken, outcomes) in a consistent, auditable format.Trend brief (monthly/term) on presenting concerns, spikes, and escalation drivers in a de-identified and action-oriented manner.

20% Student Conduct Case Processing & Restorative Practices:

Support intake, preliminary review, routing, conferences/restorative resolutions (as trained), outcome documentation, and completion tracking. 

• Restorative resolution pathway as trained and according to NYU Standards embedded in each conduct process
• End-to-end case processing with clear timelines, complete records, and consistent communications to students via Advocate and related systems.
• Conduct insights report each term (repeat themes, prevention recommendations aligned to community standards).

10% Emergency Response Training & Preparedness 

Develop and deliver emergency-response training for Student Life and other designated NYU London staff; continuously review and support SSM in improving tools, protocols, and scenario-based practice. Provide on-call services as part of the departmental rota.

• Co-deliver standardized training modules for Student Life + designated NYU London responders (onboarding + refreshers) on relevant types of emergencies, misconduct, and relevant laws and policies.
• Develop and run scenario-based exercises (tabletops/role plays) with documented lessons learned and support the SSM in updating protocols based on insight as gained.
• Maintain a version-controlled emergency response toolkit (checklists, escalation pathways, documentation templates).
• Support Student Support Manager in tracking response readiness by monitoring training completion and response consistency indicators as determined by Department Leadership.
• Respond to the on-call duty phone as a member of the departmental rota. Lead urgency response while on call; collaborate with managers and senior leaders to respond to emergencies while on call. 

15% Proactive and Preventive Support
Consult on transition from NYU London to the portal campuses (e.g., transition to NYU/university experience, transition to New York, Shanghai, and Abu Dhabi Portal Campuses); contribute to targeted wellbeing/prevention programming.

• Implement transition support toolkits and support processes for key moments (arrival/landing, transition to NY, Abu Dhabi, and Shanghai) in collaboration with colleagues at the portal campuses
• Advise on inclusive community standards practices (staff guides for belonging, bias response routing, conflict navigation).
• Contribute to and implement support and prevention plans tied to identified trends (e.g., roommate conflicts, loneliness, anxiety, and substance misuse).
• Consultation cadence with Residential Life & Student Engagement teams, documented recommendations and follow-through.
• Contribute to and implement proactive and preventative programming in alignment with student trends and needs
• Shared, consistent triage and escalation protocols across Student Life, Academic Affairs, and other responders (clear roles and thresholds).
• Utilize available reporting systems and appropriate student data to inform prioritization and resource allocation.
• Faculty-facing support toolkit (referral pathways, early-alert guidance, student support best practices) delivered via Academic Affairs.
• Consistent process improvement each term (e.g., templates, SOP updates, alignment with NYU systems)

10% Systems, Data, and Cross-Campus Coordination 

Integrate NYU resources and data for scalable support; identify trends; contribute to reporting; collaborate with academic and the institutional research units, as appropriate, to share relevant practices and insights with faculty and other support staff.

• Shared, consistent triage and escalation protocols across Student Life, Academic Affairs, and other responders (clear roles and thresholds).
• Utilize available reporting systems and appropriate student data to inform prioritization and resource allocation.
• Faculty-facing support toolkit (referral pathways, early-alert guidance, student support best practices) delivered via Academic Affairs.
  Consistent process improvement each term (e.g., templates, SOP updates, alignment with NYU systems). 

10% General Student Life Team Support and Other Duties as Assigned

This position serves as a critical team member in the Student Life department as a whole. As such, a general attitude of a team approach to the work is critical. Duties not described above may be assigned to meet business need. Provide support to other teams within the Student Life department during high performance and peak periods of the semester, such as orientations, student arrivals, key events, or student departures. Provide cover for reception front desk as needed. Complete other duties as assigned by the Student Life Managers, Associate Dean of Students, or Deputy Site Director.

Required Education

• Bachelor’s degree (or equivalent combination of education and relevant experience).

Required Experience

•  2–3 years of relevant experience in higher education/student affairs or a related student-support setting
• Demonstrated success handling sensitive student situations with strong judgment and confidentiality (e.g., on-call/emergency phone triage, de-escalation of conflicts, support coordination of next steps, case follow-up).
• Experience advising, coaching, or guiding students (e.g., peer mentors, RAs, student workers). 

Required Knowledge, Skills, and Abilities

• Ability to assess the urgency of student support requests and escalate appropriately using established protocols and supervision.
• Strong documentation and process management skills (timely notes, tracking deadlines, consistent follow-through). 
• Conflict resolution/mediation and feedback skills to support students in a variety of situations, including through stress, conflict, emergency, and crisis situations.
• Demonstrated understanding of student development in relation to learning, relationship-building, and growth
• Ability to problem solve in a cooperative capacity.
• Integrity and ability to handle complex, sensitive, and confidential issues.
• Demonstrated commitment to equity, diversity, inclusion and overall culturally responsive practices.
• Ability to implement conduct/community standards processes and restorative practices under supervision.
• Availability for occasional evening/weekend work and participation in an on-call rota.

Preferred Experience, Skills and Abilities

• Familiarity with London and the resources available to support students in various situations, including local emergency support services
• Experience with and insight into the unique challenges and opportunities of living and studying abroad
• Experience of being on call outside of working hours, and/or being responsible for handling difficult or urgent calls from customers and resolving them professionally and expediently (with support wherever needed).Understanding of the academic and residential life expectations within the context of a U.S.-based institution.

Candidates must have the unrestricted right to work and live in the UK prior to appointment.

Further benefits include: 28 days annual leave pro rata, USS pension scheme and private medical insurance (optional)

Candidates should advise of any reasonable adjustments needed to participate in the application and interview processes.

NYU London is an equal opportunity employer committed to equity, diversity, and social inclusion. We strongly encourage applications from under-represented individuals in the profession, across colour, creed, race, ethnic and national origin, physical ability, and gender and sexual identity. NYU London affirms the value of differing perspectives on the world as we strive to build the strongest possible university with the widest reach.

NYU aims to be among the greenest urban campuses in the country and carbon neutral by 2040. Learn more at nyu.edu/nyugreen.

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