Be Well: Stars of Student Support

When a student approached the front desk of the Office of Student Services, they were greeted with the same broad smile that coordinator Raul Figueroa gives to all visitors. They started chatting. At first, the student didn't mention needing help. As Figueroa made them more comfortable, though, it turned out that the visitor was concerned about a delicate topic—one that affected their status at Harvard.

"I found out that they needed a resource," Figueroa says. "So I connected them and encouraged them to talk to our director or assistant directors. It eases a student’s mind once they know there are actual resources they can use instead of going away empty-handed."

In fact, the student was so relieved that they asked Figueroa for a Post-it and something to write with, then emblazoned the note with five stars: "Great job! Will come back again!" they wrote.

Harvard Griffin GSAS students have long come to the school’s Office of Student Services (OSS) in room B-2 of the Student Center at Lehman Hall for help and support. Today, Figueroa is just one of the fresh new faces greeting them, making OSS a safe place to connect with resources that address both academic and personal concerns.

A Guiding Light

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Katie Mulroy, Director of Student Services

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Tony Rinaldo

"We are, in essence, the GPS for Harvard Griffin GSAS," explains Katie Mulroy, who took up her role as the director of student services in June 2023. Mulroy brings a wealth of experience from her previous position at Tufts University and a profound dedication to student well-being. "Our mission is to assist students facing academic or personal difficulties and help them navigate and connect to the resources they need."

Assistant Director Viviana Garcia Roqueta, who joined OSS in April 2024, emphasizes the significance of student autonomy. "Students should be the authors of their own stories," she says. "We offer guidance, but the decisions are ultimately theirs. Whether they need to talk through an issue or take action, we're here to support whichever path they choose."

A cohesive team working in unison, student services staff have different roles that meet the needs of the diverse Harvard Griffin GSAS community. Mulroy oversees operations and ensures that the team functions seamlessly. She also serves as a Title IX resource coordinator, helping lead the effort to address sexual assault and coercion on campus.

We are, in essence, the GPS for Harvard Griffin GSAS. 
—Katie Mulroy

Roqueta and her fellow assistant director Katia Chadaideh, PhD ’22, who joined OSS in January 2025, manage caseloads and provide ongoing support to students. While they work together, each brings unique experience and perspective to their role and has a distinct area of responsibility. Collaborating with the Office of Residential Life, Roqueta trains the school’s resident advisors in student support. Chadaideh is the force behind the peer mentorship program.

As his five-star review implies, Student Services Coordinator Figueroa is the office’s public face, welcoming students and signaling that OSS is an inclusive and supportive place for all who visit. "Each of us brings something unique to the table," says Chadaideh, who sees her graduate experience as an asset in understanding the challenges students face.

Anything but Typical

Ask any member of the student services staff to describe a typical day and they’re likely to respond with a friendly chuckle. Handling everything from routine inquiries to urgent crises, the office’s work is dynamic, something the team thrives on.

"We start our day by touching base with each other," Figueroa explains. "But things can change in a heartbeat. Some days are filled with project management tasks for upcoming events like Harvard Griffin GSAS Welcomes (new student orientation), while others involve more direct student engagement."

Mulroy says that much of the team’s work centers on helping students in crisis. A hospitalization, for instance, means coordinating with health services and ensuring the student's academics are minimally impacted. "We aren't first responders," she clarifies, "but we're the bridge to resources, ensuring students know we're there for them."

Despite the unpredictability, the team's commitment to communication and collaboration keeps them aligned and effective. Roqueta describes the importance of differentiating between emergencies and urgencies in enabling OSS to more effectively serve students: "It's crucial to allocate our time efficiently, especially since everything feels urgent in today's fast-paced world."

Terms of Success

Chadaideh says the OSS team wants to help students define success on their own terms—and then navigate the path to get there. Her colleagues agree. "Our office exists because there's a real need across the student community," Roqueta says. "We're here to support students through their challenges and to celebrate their achievements."

For Figueroa, success is creating an environment where students feel comfortable and supported. "When students know they can come to us, that's success. We're here to guide them and make their journey a little less daunting."

Like Figueroa, everyone at OSS has a story (or six) of times they've touched students' lives, whether through a small gesture or a big helping hand during a crisis.

"I remember a student came in visibly distressed," Garcia Roqueta recounts. "I offered her a cup of tea and the space to express her emotions. By the end of the meeting, she was calmer and even asked for a hug. Moments like that show the power of being present for students."

We're here to support students through their challenges and to celebrate their achievements. 
—Viviana Garcia Roqueta

Mulroy shares a story of a student who needed to take medical leave. "Seeing them come back, reintegrate, and flourish is immensely gratifying. It reminds us why we do what we do—to show students they are not alone and that there's always a path forward."

More Than Just Problem-Solving

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Raul Figueroa, Student Services Coordinator

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Photo by Tony Rinaldo

In fact, helping students realize they're not on their academic journey alone is one of OSS’s defining goals. "We don't solve every issue," Mulroy admits, "but we direct students to the right resources, ensuring they're empowered to make informed decisions."

The office not only helps with on-campus resources but also connects students with off-campus support, whether it's legal aid or mental health services. "Life happens beyond graduate school," Mulroy stresses. "We're here to support students through those challenges so they can focus on their studies."

Roqueta emphasizes breaking the stigma around seeking help: "It's not a sign of weakness. Seeking support is about being self-aware and aiming for growth. We're not just here for problems; we're here to cheer for successes too."

In that vein, Mulroy’s team wants students to know that OSS is not just a support center but also a vibrant and integral part of the Harvard Griffin GSAS community. With a commitment to holistic student development, OSS is an important ally in both academic and personal life. And, as Figueroa’s sticky note attests, the team’s steadfast presence often has a big impact on the lives of those who pass through its doors.

Looking for help or support? Drop by the Office of Student Services in room B-2 of the Student Center at Harvard Griffin GSAS. Better yet, schedule an appointment with staff on the office’s booking page. Whatever your concern, OSS is a great place to start.

This article was engineered and edited by Paul Massari. Draft copy generated by GPT 4.0.