Resident Services Coordinator

Resident Services Coordinator

Job no: 527828
Work type: Staff
Location: Humboldt
Categories: Unit 9 - CSUEU - Technical Support Services, Probationary, Full Time, Student Services, On-site (work in-person at business location)




Resident Services Coordinator

Department of Housing & Residence Life

Job #527828

First Review Date: Sunday, July 16, 2023

Open Until Filled

At Cal Poly Humboldt, bold hearts and open minds shape the future.

Founded in 1913, Cal Poly Humboldt began as a small college for teachers. Today Humboldt has grown into a comprehensive university with rigorous science and liberal arts programs. Designated a polytechnic in 2022, Cal Poly Humboldt provides hands-on, impactful educational opportunities that lead to meaningful, measurable outcomes for the individual, for the state, and the world.

Cal Poly Humboldt is proud to have nearly 6,000 students of all backgrounds spread across 61 majors, 13 graduate programs, and 4 credential programs — all of whom contribute passion and creativity within their fields and set the stage for a future grounded in equity and sustainability. Hands-on learning, inspired teaching, ground-breaking research, and thought-provoking creative activity happen daily at Humboldt.

Cal Poly Humboldt is a Hispanic-Serving Institution that strives to foster an inclusive and equitable community to support our students of diverse backgrounds. We are committed to achieving the goals of equal opportunity and endeavors to employ faculty and staff of the highest quality committed to working in a multicultural and multiracial community that reflects the diversity of the state.

Finding a better future is a task for the bold and open, the down-to-earth and visionary. Cal Poly Humboldt strives to cultivate these qualities in leaders, innovators, and scholars in every field.

(Job #527828) Administrative Analyst/Specialist l, Resident Services Coordinator, Salary Range: $4,170 - $7,545 monthly. Appointments are typically made at the beginning of the salary range. Salary is commensurate with qualifications and experience. This is a full-time, benefited, exempt, 12-month pay plan, permanent position with a one-year probationary period in the Department of Housing & Residence Life. This position comes with a premium benefits package that includes outstanding vacation, medical, dental, and vision plans, life insurance, voluntary pre-tax health and dependent care reimbursement accounts, a fee waiver education program, membership in the California Public Employees Retirement System (PERS), and 14 paid holidays per year. Additional benefits information can be found at https://hraps.humboldt.edu/employee-benefits.

Position Summary: Under the supervision of the Director for Housing & Residence Life, this position will serve as the Resident Services Coordinator. This position maintains, develops and trains a large student staff on all the Housing programs and policies. The position requires strong ability to lead a department of customer service and provide first response to students, families and staff for Housing and Residence Life inquiries & issues. The Resident Services Coordinator independently administers all these areas for Housing, while staffing and training for Fall, Spring and Summer, along with providing operational analysis, and developing recommendations and conclusions to continually improve upon service delivery for the department. The position manages a large student staff budget along with scheduling and payroll/timecard review. Additionally, the position plans and coordinates staff training meetings, provides emergency response and coordination, and works on Housing major event planning and coordination with Housing Management, including move-in and move-out processes with the student staff team.

Key Responsibilities:

60% - Overall Leadership of and Responsibility for Housing Desk & Mailroom Operations

Oversee, lead and coordinate operations for the Housing Desks and Mail Rooms

Responsible for large scale annual new student resident orientation project for move-in for both Fall and Spring, including the training of all Housing & Residence Life policies to Student Assistant staff, ensuring compliance and excellent customer service delivery

Ensure and be accountable for the smooth and efficient functioning of reception area(s) and mail room(s)

Understand, interpret, administer and train and enforce HSU, Housing and USPS policies and procedures

Analyze, update, develop, and implement changes as necessary to Resident Services policies and procedures

Troubleshoot most office administration problems

Review, resolve, make decisions and respond to customer service issues from students, families, and other customers

Coordinate pest treatment of rooms with residents, including laundry cards, instructions, and confirming times and room vacate periods

Be accessible after hours and weekends, when not taking leave time, to receive calls and texts from staff with questions

Hire, train, schedule, administer and lead 20-25 Resident Services student staff, monitor their performance of duties, take corrective action when appropriate, guide students through detailed analysis of situations, tasks, and processes, review and authorize monthly time sheets for student assistants, provide recognition, coaching and feedback, plan and lead mandatory monthly meetings for all student staff, administer written evaluations every 6 months and help facilitate leadership and development of students

Mail Rooms (Jolly Giant Commons & College Creek): Follow federal regulations regarding the disbursement and handling of USPS and other mail and package carrier items. Sort, distribute, forward and track mail for both current and former residence hall students and staff.

Housing Desks (Information Desk & Front Desk): Greet the public, answer phone calls, take messages, answer questions and emails, and refer students and visitors to appropriate staff members or other campus departments. Assist students with lockouts, rental references, maintenance requests, lost and found items, checking in & out equipment, and facilities used by residents. Act as a liaison between University Police, and Residence Life Team. Verbal and written articulation of license process, wait list, wish list, room assignments, request to vacate, and general housing policies. Perform clerical tasks: file, prepare mailings and documents, make photocopies, fax, and maintain database information. Administrative functions include, how to receive, screen and respond to visitors, telephone calls, email and mail, how to route maintenance requests, and initiate lock out and lost key and item checkout billing.

Oversight of the Summer Conference Desk operations and student duty staff; provide excellent customer service to conference guests and the campus community; assist student staff in developing their customer service skills; maintain a positive and helpful demeanor while working cooperatively with the Summer Conference staff, Housing staff, and conference groups; develop a close working relationship with Conference Coordinator and work with them to develop or enhance training staff materials/manuals; work with other staff members and be available to ensure seamless check-ins/outs of conference groups; be an on-call resource in case of an emergency. Hire, train, schedule, and supervise 6-9 summer student staff, which includes monitoring performance of duties; taking corrective action when appropriate; guiding students through detailed analysis of situations, tasks, and processes; review and authorization of monthly time sheets for student assistants; providing recognition, coaching and feedback; plan and lead mandatory monthly meetings for all student staff; administer written evaluations every 6 months and help facilitate leadership and development of students.

Emergency Response: Respond to emergencies and crisis situations. Train student staff on emergency response, processes and procedures, assist with annual emergency simulation, act as the point of contact for emergencies, work in a close partnership with UPD when the Housing Office is closed and respond to crisis situations.

15% - Back-up Cashier

Relieves the cashier for lunches, meetings, vacation, sick days and breaks by answering phone calls, taking messages, answering questions and emails about student accounts, processing payments, selling meal points, collecting and disbursing keys issued to employees by locksmith, selling parking permits, fax or mail information, referring students and visitors to the appropriate staff members or other campus departments

Maintains $100 cash drawer, balance and prepares daily deposit

Uses CBoard, CashNet, Peoplesoft and ID Flow to complete transactions.

15% - Administrative

Update and review housing materials as needed

Cultivate mutually supportive relationships with campus community

Coordinate with Housing divisions

Coordinate rental reference program with landlords and property management companies for residents

Attend staff meetings and participate in departmental planning efforts

Assist with the professional staff hiring process

Attend professional development programs when appropriate

Promote Housing Mission Statement

Serve as a point of contact for census work

Assistance evaluating proposed changes based on previous experience and historical knowledge of the department

Locate and implement software to increase productivity and replace aging systems in our customer service areas

Maintain a mastery of English grammar, punctuation, and spelling

Oversee and train staff in the use of the copy/fax machine and general office equipment; keep the Media center area orderly; assist in maintaining working order of the copier

Assist as a Backup to scheduling room reservations using 25Live

5% - Opening/Transition

Train staff on opening protocol, including but not limited to, planning, schedule of opening staff, presenting check-in material

Other duties and responsibilities as appropriate for the successful operation of Housing & Residence Life

5% - Other Duties as Assigned

Knowledge, Skills, and Abilities Associated with this Position Include:

• Working knowledge of and ability to apply standard theories, principles, practices, and techniques applicable to the program and/or administrative specialty to develop conclusions and make recommendations
• Thorough knowledge of policies, procedures, and outside regulations pertaining to the applicable program and/or administrative specialty
• Working knowledge of operational and fiscal analysis and techniques and budget policies and procedures
• Ability to take initiative and independently plan, organize, coordinate, and perform work in various situations where numerous and diverse demands are involved
• Skill in the research, development and evaluation of policies and programs, including skill in the collection, evaluation, and interpretation of data to develop sound conclusions and make appropriate recommendations
• Expertise in investigating and analyzing problems with a broad administrative impact and implications. Ability to anticipate problems and address them proactively
• Demonstrated ability to effectively interpret, organize, and present information and ideas in written or presentation form
• Ability to train others on new skills and procedures and provide lead work direction
• Demonstrated commitment and/or experience promoting and fostering a working (or learning) environment that is supportive of individuals from diverse backgrounds.
• Ability to communicate effectively with a diverse population.
• Ability to establish and maintain working relationships with staff, students, and faculty from diverse backgrounds.

Minimum Qualifications:

Entry to this classification requires general knowledge and skills in the Housing Operations and Residence Services, with a foundational knowledge of public administration principles, practices, and methods. This foundation would normally be obtained through a bachelor's degree and/or equivalent training and administrative work experience involving study, analysis, and/or evaluation leading to the development or improvement of administrative policies, procedures, practices, or programs.

Preferred Qualifications:

• Ability to perform the full range of work related to program and policy research, analysis, development, evaluation, and/or operational and fiscal analysis related to Housing Operations and Residence Service
• Experience with StarRez (Housing Software)
• Onity (Key Access Software)
• Nolij (Electronic Filing Software)
• Notifii (Mail Room Software)
• Filemaker and PeopleSoft
• Experience with scheduling student staff
• Customer service and/or hospitality background

Application Procedure: To apply, qualified candidates must electronically submit the following materials by clicking the Apply Now button:

Letter of Interest

Resume or Curriculum Vitae

Contact information for at least three professional references

Application Deadline: The deadline to submit application materials is 11:55 p.m. on Sunday, June 30, 2023.

Any inquiries about this recruitment can be directed to careers@humboldt.edu or Cal Poly Humboldt's Human Resources Office at (707) 826-3626.

Cal Poly Humboldt sits on the traditional homelands of the Wiyot people in what is currently called Arcata, CA. The Wiyot people call the area Goudi'ni (over in the woods). Cal Poly Humboldt was the first campus in the California State University system to offer a stand-alone major in Native American Studies.

Cal Poly Humboldt is committed to enriching its educational environment and its culture through the diversity of its staff, faculty, and administration. Persons with interest and experience in helping organizations set and achieve goals relative to diversity and inclusion are especially encouraged to apply.

Working in the state of California is a condition of employment for this position. Even if part or all of an employee's assignment can be performed remotely, the employee must maintain a permanent residence in the state of California. The employee must be able to accept on-campus work assignment, as assigned, and come to campus when needed.

CSU requires faculty, staff, and students who are accessing campus facilities to be immunized against COVID-19 or declare a medical or religious exemption from doing so. Any candidates advanced in a currently open search process should be prepared to comply with this requirement. The systemwide policy can be found at https://calstate.policystat.com/policy/9779821/latest/ and questions may be sent to hr@campus.edu.

Cal Poly Humboldt hires only individuals lawfully authorized to work in the United States. This position may be considered a “Campus Security Authority”, pursuant to the Clery Act, and is required to comply with the requirements set forth in CSU Executive Order 1107 a condition of employment.

CAL POLY HUMBOLDT IS NOT A SPONSORING AGENCY FOR STAFF OR MANAGEMENT POSITIONS (e.g. H1-B VISAS)

Evidence of required degree(s), certification(s), or license(s) is required prior to the appointment date. Satisfactory completion of a background check (including a criminal records check, employment verification, and education verification) is required for employment. Cal Poly Humboldt will issue a contingent offer of employment to the selected candidate, which may be rescinded if the background check reveals disqualifying information, and/or if it is discovered that the candidate knowingly withheld or falsified information. Certain positions may also require a credit check, motor vehicle report, and/or fingerprinting through Live Scan service. Failure to satisfactorily complete or adverse findings from a background check may affect the employment status of candidates or continued employment of current CSU employees who are being considered for the position.

Cal Poly Humboldt is committed to achieving the goals of equal opportunity and endeavors to employ faculty and staff of the highest quality reflecting the ethnic and cultural diversity of the state. Additional information about Cal Poly Humboldt can be found at www.humboldt.edu.

Cal Poly Humboldt is a Title IX/Affirmative Action/Equal Opportunity employer. We consider qualified applicants for employment without regard to race, religion, color, national origin, ancestry, age, sex, gender, gender identity, gender expression, sexual orientation, genetic information, medical condition, disability, marital status, protected veteran status, or any other legally protected status. Mandated Reporting: This position may be considered a “mandated reporter” under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.

Additionally, all CSU staff and faculty receive training annually on their obligations in responding to and reporting incidents of sexual harassment and sexual violence. You will be notified by email when you are required to take this mandated training.

Class Code: 1038
Publication Date: June 30, 2023



Advertised: 30 Jun 2023 Pacific Daylight Time
Application Closes: Pacific Daylight Time

To apply, visit https://careers.humboldt.edu/hm/en-us/job/527828/resident-services-coordinator



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