The Resident Services Coordinator is responsible for the management of housing assignment administration. The coordinator will utilize a developmental, intentional, and comprehensive approach when creating and evaluating procedures and communications for the residential communities. Additional responsibilities include coordination of central office operations, housing procedures, and customer service initiatives. The coordinator is expected to provide exceptional service to students, parents, and the university community.
ESSENTIAL FUNCTIONS
Manage the daily operations of housing assignment administration for 4000+ students in residence halls and Greek chapter houses, including new student assignments (first year, transfer and exchange students), returning student assignments (room selection), summer housing, special accommodations (medical/ADA accommodations, special programs) and temporary student housing. Establish and maintain working relationships with the following offices related to housing assignments, billing questions and programs: Residence Life, Greek Life, First Year Experience, Student Advancement, Undergraduate Studies, Disability Resources, International Student Services, Real Estate/Triangle Management, Co-operative Education, Study Abroad, Financial Aid, Auxiliary Services, and Student Financial Services. Determine the appropriate student housing accommodation to meet the Americans with Disabilities Act (ADA based upon the recommendation from the office of Disability Resources. Take appropriate action for students with special circumstances (e.g., Junior Year Abroad, Cooperative Education, Professional Practicum, Washington Semester, International Exchange students, transfer students, students under academic action, medical accommodations, enrollment, or financial conflicts, etc.). (30%)
Create the process to conduct a timely and accurate census of the resident population at the beginning of each academic semester, for occupancy projections and university audit of room charges. Make recommendations about future technology upgrades and enhancements for use in the housing assignment and room selection projects. (10%)
Research and analyze occupancy, usage; identify trends, projections and forecasting needs in report form for management usage. (10%)
Maintain the housing assignment database system (StarRez) with up-to-date with accurate room designations. Responsible for the student billing process related to room charges and credits, damages, early arrivals, and late departure requests. Make recommendations about future technology upgrades and enhancements for use in the housing assignment and room selection processes. Review and determine housing release requests. Ensure that all factors are considered, established guidelines are followed, and fair/ consistent decisions are made (10%)
Respond and research complex email and phone inquiries from students, parents, families, campus partners, and external constituents to clarify policies, procedures and billing questions. (10%)
Serve as consultant with Residence Life and Greek Life staff in the mediation and resolution of roommate conflicts. Provide expert input about Greek chapter housing assignment policies and procedures in consultation with the associate director for university housing and the director of Greek Life. (6%)
Develop and implement departmental training for all levels of staff – professional, clerical, service, graduate and undergraduate – on the housing assignment process, policies, and procedures. (6%)
Work with the Office of Auxiliary Services in the administration of meal plan access and billing for students. (6%)
Responsible for the university-wide student check-in and check-out, transition periods and summer housing, coordinating with appropriate offices, external entities, and volunteers. Oversee requests for early arrivals, late departures, and special requests, including university athletic groups and new students for orientation events. (6%)
Develop and maintain departmental website related to assignment procedures and operations. Create and coordinate information, programs, and resources for prospective first year and transfer students, parents and families via admissions and First Year Experience Office. Create marketing materials and newsletters for all break periods, assignment processes and department operations (6%)
Serve as the primary on-call administrator rotation (evenings and weekends) for emergency assignment issues. (6%)
NONESSENTIAL FUNCTIONS
Perform other duties as assigned. (<1%)
CONTACTS
Department: Daily contact with the Associate Director, Assistant Directors, Customer Service Coordinator and Department Assistants for University Housing. Regular contact with the Director of University Housing and other departmental full-time, graduate, and undergraduate staff.
University: Regular contact with director, associate and assistant director, and residential community directors in residence life, Greek life, undergraduate studies, international student services, financial aid, disability resources, student advancement, first year experience, admissions, co-op office, study abroad, u-tech, housing facility services, office of student affairs, and other campus services departments (access services, auxiliary services, real estate/triangle management). periodic contact with staff at all levels in registrar’s office, undergraduate studies, and student financial services.
External: Regular contact with parents and families of prospective and current students.
Students: Daily interaction with undergraduate student employees. Daily customer service interaction with students.
SUPERVISORY RESPONSIBILITY
Provide secondary supervision of 2 to 3 central office undergraduate student assistants.
QUALIFICATIONS
Experience: 1 to 3 years of full-time experience preferably in housing, residence life or a similar type of fast paced and complex business environment required. Experience with StarRez preferred.
Education: Bachelor’s degree required. Master’s degree preferred in Student Development, Higher Education Administration, Business Administration, or related fields.
REQUIRED SKILLS
Excellent interpersonal, customer service, and conflict management skills. Must demonstrate a keen customer service orientation and the ability to collaborate with students, faculty, staff, and outside constituents in the planning and execution of processes.
Organizational skills and ability to complete tasks and projects by paying attention to details in a timely manner.
Ability to effectively listen and ascertain the needs of customers. Ability to interact with colleagues, supervisors, and customers face to face.
Comprehensive working knowledge of Microsoft applications (word, excel) and database computer programs.
Ability to meet consistent attendance.
Excellent business English skills (clear, concise, consistent messaging to multiple parties)
Demonstrated ability to learn and utilize varying technologies.
Demonstrated commitment to diversity and inclusivity and an awareness and appreciation for the diversity goals of the institution and the department.
WORKING CONDITIONS
General office conditions. Occasional weekend and evening hours are required. This position is eligible for the staff hybrid work program.
Diversity Statement
In employment, as in education, Case Western Reserve University is committed to Equal Opportunity and Diversity. Women, veterans, members of underrepresented minority groups, and individuals with disabilities are encouraged to apply.
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Reasonable Accommodations
Case Western Reserve University provides reasonable accommodations to applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the Office of Equity at 216-368-3066 to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicant will be made on a case-by-case basis.
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COVID Vaccination
Case Western Reserve University has implemented a COVID Vaccination policy requiring evidence of COVID-19 vaccination for all students, faculty and staff with an on-campus presence. Religious and medical exemptions may be provided in accordance with applicable federal and state laws. For more information go to: https://case.edu/equity/covid-19-accommodations. Applicants may contact the Office of Equity at 216-368-3066 /equity@case.edu for information regarding religious or medical exemptions as an accommodation.
