Assistant Director of Housing Operations

Salary/Position Classification

• $67,000 - $72,000 Annual, Dependent on Experience, Exempt
• 40 hours per week
• This position will work onsite at UND Grand Forks, ND campus

Purpose of Position

Reporting to the Director of Housing & Residence Life, the Assistant Director of Housing Operations will provide leadership to departmental administrative operations and service delivery. Housing & Residence Life oversees more than 25 residential facilities which accommodate approximately 3,000 residential students. As a member of the senior leadership team, the Assistant Director of Housing Operations will work with directing the room and apartment assignment processes, move-in/move-out processes, policy/procedure development, housing software initiatives, training/implementation of customer service standards, service center operations, mail/package services, housing key management, document retention, assessment, etc. This position will work collaboratively with the Housing staff and contribute to the achievement of departmental goals and priorities.

Duties & Responsibilities

• Occupancy Management
  • Oversee the administration of assignment processes for new and returning students in residence halls and apartments.
  • Provide leadership for the department’s housing management software system functions to ensure accuracy and efficiency.
  • Coordinate with legal counsel and other housing officials to review all contracts and leases.
  • Review, evaluate, and implement requests for exemptions from housing requirements, assignment changes, and cancellation of contracts/leases.
  • Coordinate the generation of reports on applications, occupancy, and demographics for internal and external distribution and usage as requested.
  • Develop and provide oversight of the comprehensive assignments experience including marketing and outreach to current and prospective residents, application, renewal, assignment, check-in/check-out processes, resident satisfaction and post occupancy follow up as needed.
• Administration
  • Communicate regularly with the senior housing leadership regarding duties, assignments, and responsibilities. Providing updates, seeking clarification or assistance as needed to ensure timely and accurate completion of assigned tasks.
  • Demonstrate and apply knowledge of compliance and regulatory requirements related to operations i.e., Fair Housing, Clery, FERPA, ACA, Title IX, etc.
  • Provide oversight of key inventory and Electronic Door Access systems for all on-campus housing facilities year-round and stay informed of new key inventory tracking systems and software.
  • Develop and manage processes to meet departmental goal of maximizing use of electronic and on-line service delivery, self-service options, recordkeeping, and administrative processes.
  • Provide leadership for the department’s housing management software system functions. Manage access for new users to all Housing software programs; audit processes regularly to ensure access privileges are current and appropriate security protocols are followed to all Housing related software.
  • Regularly audit processes and monitor training necessary to safeguard confidentiality and security of records.
  • Monitor, evaluate and implement changes to operational processes where needed to ensure best practices and high standards of service delivery.
  • Direct service operations including service centers, desk operations, mail services, etc.
  • Assist with planning and execution of opening and closing of all residential units including transition housing, semester break housing, and summer conferences.
  • Annually review polices and propose changes in support of departmental and University goals.
  •  Propose technology solutions which result in higher operational effectiveness and services to internal and external customers.
• Staffing/Supervision
  • Supervise the recruitment, selection, training, professional development, and evaluation of the housing operations team.
  • Ensure training and documentation on application and assignment policies and procedures, and usage of the housing management system and other departmental software.
  • Ensure Housing end-users receive instruction, information, and training materials for housing management software, conduct management software, and other related applications.
  • Annually review, update/revise, and execute training programs to remain current and comply with life-safety issues, university, and federal guidelines/mandates.
• Public Relations
  • Meet with current and prospective residents as needed to answer questions or resolve issues.
  • Work with supervisor and departmental marketing personnel in communicating important deadlines and related information to students, parents, and other constituents.
  • Consult with, advise, and interpret University Housing policies and procedures to staff, students, families, and public.
  • Greet and maintain high levels of customer services, addressing callers, students, parents, guests, co-workers, and University personnel in a friendly and helpful manner.
  • Follow up with students, parents and others as necessary to resolve assignment related issues.
  • Maintain working knowledge of campus resources and act as a liaison with other departments and offices.
  • Collaborate with other Housing staff members as required, participate as an active and supportive member of the Department of Housing.
  • Represent Housing on various campus committees as may be requested or assigned.
  • Establish collaborative working relationships with internal and external constituent groups or individuals.
  • Maintain professional contacts through ACUHO-I and other professional organizations.
• Budget and Finance Management
  • Develop and make recommendations for budget proposals for housing operation areas (salary, training, programming, travel, etc.) annually prior to rate development (November 1 annually).
  • Work with Director of Finance and Facilities to oversee budget expenditures by all staff within housing operations areas.
• Planning and Other Duties
  • Contribute and collaborate in departmental assessment and planning initiatives.
  • Serve as member of Housing Leadership Team and participate in strategic planning process and in establishing short- term, mid-term, and long-term goals.
  • Assist in preparation of Housing annual report as requested.
  • Perform related duties as directed or required that promote the goals and objectives of the department, Division, and University.
  • Serve in on-call duty rotation as requested or scheduled.

Required Competencies

• Demonstrated experience with process analysis and improvement.
• Knowledge and understanding of applicable regulatory requirements (FERPA, Clery Act, Title IX).
• Strong time management and ability to manage multiple projects and priorities.
• Demonstrated problem solving and process analysis skills.
• Excellent verbal, written and interpersonal communication skills.
• Understanding of student development and best practices in residential education.
• Ability to work collaboratively with people with a broad range of backgrounds
• Flexibility to work evenings, weekends, and respond to emergencies as needed.

Minimum Requirements

• Bachelor's degree in Higher Education Administration, Student Affairs, Counseling, or related field
• Two years progressively responsible positions in University residential life and housing administration or related field
• Three years of experience in residential life, student affairs, or related field.
• Two years of supervisory experience
• Successful completion of a Criminal History Background Check

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the US and to complete the required employment eligibility verification form upon hire. This position does not support visa sponsorship for continued employment.

Preferred Qualifications

• Master's degree in Higher Education Administration, Student Affairs, Counseling, or related field
• Experience using housing assignment software management systems in a college setting including assignment process, billing, and creating data reports.
• Previous experience managing complex administrative and/or technical systems or processes.
• Previous experience developing and presenting training materials and programs.
• Five years of progressively responsible positions within University residential life and housing administration or related.