Job Description:

1.Position Summary

The Student Welfare Officer is responsible for promoting student wellbeing, welfare, inclusion and a positive university experience at HELP University. The role provides a first point of contact for students experiencing personal, social, financial, accommodation, adjustment or other non-academic difficulties that may affect their wellbeing, participation or ability to succeed at university. The officer coordinates appropriate support, provides initial guidance, manages welfare-related cases, and works closely with academic departments, counselling services, campus management, accommodation providers and external agencies where necessary. The position supports HELP University’s commitment to creating a safe, inclusive, supportive and student-centered learning environment for a diverse student population.

2. Key Responsibilities

• Welfare case management: Receive, assess, document and follow up on student concerns involving personal or social difficulties, financial hardship, accommodation, peer conflict, bullying, harassment or adjustment to university life.
• Safety and escalation: Recognise urgent risks; coordinate with Student Affairs, Security, Counselling Services and relevant teams; follow approved incident and safeguarding procedures; promptly escalate serious safety, medical or protection concerns.
• Wellbeing and referrals: Provide initial practical guidance, identify support needs and refer students to qualified counsellors, healthcare providers, financial aid, accessibility services or external agencies as appropriate.
• Programmes and engagement: Coordinate wellbeing campaigns, orientation and transition support, outreach and student feedback activities that strengthen inclusion, belonging and early help-seeking.
• Accommodation and practical support: Help students navigate housing concerns, roommate disputes, insurance enquiries and available university assistance, liaising with accommodation providers and relevant departments where appropriate.
• Complaints and conflict: Explain reporting channels, support suitable informal conflict resolution and refer formal complaints, disciplinary matters or investigations to the authorised university office.
• Records and improvement: Maintain secure, accurate case records; prepare concise reports on case trends and outcomes; recommend service improvements; and protect student information in line with applicable laws and university policies.

3. Qualifications & Experience

• Bachelor’s degree in Psychology, Counselling, Social Work, Education, Human Services or a related field.
• Typically 2–3 years’ experience in student affairs, student services, welfare, case management, youth support or a related role.
• Strong communication, interpersonal, organisation, documentation and stakeholder coordination skills.
• Good judgement, empathy, cultural sensitivity and ability to handle confidential and sensitive matters professionally.
• Proficient in Microsoft Office, digital case management systems and administrative reporting tools.
• Strong written and verbal communication skills in English; Mandarin & Bahasa Malaysia is an advantage.
• Experience in a private higher education institution or supporting international students is an advantage.

4. Key Competencies

• Student-centred service and empathy
• Case management and follow-through
• Risk awareness and escalation
• Conflict resolution
• Cultural sensitivity
• Confidentiality and integrity
• Programme coordination

5. Additional Requirements

• Willingness to work occasional evenings, weekends or university events when required, subject to university policy.
• Ability to respond to urgent welfare matters in accordance with approved escalation arrangements.
• Commitment to professional development in student welfare, safeguarding, crisis response and student experience.
• Understanding of relevant Malaysian higher education requirements and applicable privacy, disability and safeguarding obligations.
• Ability to maintain professional boundaries and refer specialist matters to appropriately qualified personnel.