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Residential Operations Coordinator

American University
Washington, District of Columbia, United States
Salary Not Specified
Date posted
Apr 19, 2024

American University is a student-centered research institution located in Washington, DC, with highly-ranked schools and colleges, internationally-renowned faculty, and a reputation for creating meaningful change in the world. Learn more about American University


Residence Life Operations

Time Type:

Full time

Work Modality:

Hybrid 01 (On Campus 3-4 Days/Week)



Job Description:


The Residential Operations Coordinator (ROC) plays a pivotal role in the functioning of residential operations. The ROC oversees daily residence hall front desk operations, administrative support, student staff scheduling, and student staff supervision. The ROC ensures smooth coordination and execution of tasks related to residence hall front desks.

Essential Function:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Departmental Operations Support:
  • Desk Operations: Open and close front desks at the beginning and end of each semester and during break periods. Collaborate with Desk Coordinators and Assistant Director for Residential Operations and Finance (ADROF) for desk setup and operational support. Ensure the readiness of front desk binders, technology, and operational materials at all desks. Review, revise, and distribute the Desk Assistant employee manual, training materials, and presentations. Assess Desk Assistant training and other initiatives.

  • Desk Staff Scheduling: Responsible for all residential desk scheduling during the academic year, break, and holiday periods. Co-supervise approximately 200 Desk Receptionist and make hiring decisions, onboard and train new staff, coach and evaluate performance, and monitor time and attendance. Work with the Assistant Director of Residential Operations and Finance to address staffing issues and needs. Assist with the transition of the residential community desk from the academic year to summer conference. Lead processing payroll for student employees. Provide administrative support for residential community openings and closing.. Responsibilities include assisting with the, records management, and scheduling.

2. Professional and Student Staff Recruitment, Selection, and Training Responsibilities:
  • Participate as a member of the professional staff training in Professional staff training.

  • Provide support and assistance with Residence Life openings and closings based on departmental need.

  • Assist with the creation and implementation of student staff training for Resident and Desk Assistants.

  • Assist with recruitment of vacant professional and student staff positions within the department by serving on selection and recruitment committees, sitting in on interviews, and submitting candidate feedback.

  • Serve on 1-2 departmental committee designed to focus on departmental objectives, goals, and advancement of departmental priorities.

  • Process hiring and terminating student staff in accordance with university guidelines.

  • Coordinate with student staff regarding Federal Work Study eligibility and position assignments.

  • Assist with departmental recruitment, select, training for professional and student staff members. Provide administrative support with data collection, reporting and evaluation of professional and student staff recruitment, selection, and training committees. Review and revise residential desk staff manuals, design and distribute training schedules, compile assessment and evaluation data. Coordinate logistics and manage relevant data for student staff selection and ensure the prompt processing and follow-up on staff applications and employment agreements.

3. Communication and Documentation:
  • Maintain clear and consistent communication with staff regarding scheduling, policies, and procedures.

  • Ensure accurate documentation of timesheets, scheduling records, staff performance evaluations, and administrative logs.

4. Other Duties as Assigned.


Serving Customers:
  • Has sufficient knowledge of programs and services and helps customers enthusiastically; communicates well with customers and follows up as necessary; is always professional and represents the organization positively.

  • Builds strong relationships with customers; proactively reaches out to learn about customer goals and interests; stays aware of customer needs, concerns, and satisfaction.

  • Effectively manages customer expectations; does not promise things that they cannot deliver.

  • Resolve customer concerns in a calm, positive, and sensitive manner; makes customers feel valued and appreciated.

  • Responds promptly to customer questions and requests; takes responsibility for meeting customer needs.

Displaying Creativity:
  • Uses creativity appropriately to drive progress and encourages others to do the same; makes innovation a priority among team members; encourages reasonable and calculated risk taking.

  • Considers situations and problems from novel and diverse perspectives; views things differently from how others might approach them.

  • Develops imaginative ideas to drive the mission; comes up with creative, new ways of doing things.

  • Produces a wide range of ideas and suggestions when presented with a problem or challenge.

  • Questions existing assumptions and beliefs; encourages people to think of alternative ways of doing things.

Prioritizing and Organizing:
  • Manages time and attention based on what is the most important to achieve key goals and objectives; spends time on the things that matter most for achieving objectives.

  • Approaches work in an organized and systematic manner; effectively manages tasks, information, and requests; keeps track of their assigned activities and commitments; able to stay on top of lots of information and activities.

  • Assigns and communicates work priorities; lets people know what things are most important; recognizes that some activities are not as critical as others.

  • Identifies potential roadblocks or obstacles that may impact progress; takes steps to address and resolve problems before they occur.

Acquiring and Analyzing Information:
  • Consults the appropriate resources to obtain and/or analyze information. Asks the right questions to assess and interpret information received.

  • Collects information from a range of sources to assist and guide job activities; constantly updates their knowledge regarding relevant problems and topics.

  • Interprets and analyzes information, including instructions and guidelines, to make appropriate decisions.

  • Consults with others on problems and activities; reaches out to others to gather relevant information and ideas.

  • Demonstrates effective skills collecting and researching facts and information pertaining to their work; knows how to get the information needed to do their job.

Building and Supporting Teams:
  • Contributes to team performance by offering encouragement, assistance, and support to colleagues, fostering a collaborative and cohesive work environment.

  • Adaptability: Able to pivot responsibilities as departmental priorities shift.

  • Recognition: Expresses appreciation to colleagues for their contributions, acknowledging their efforts.

  • Teamwork: Offers to assist with departmental activities and initiatives, actively seeking ways to contribute to the team’s success.

Supervisory Responsibility:
  • Desk Coordinators (DCs):
    • Supervise and support student Desk Coordinators in their administrative tasks and desk training responsibilities.

    • Conduct regular check-ins, provide guidance, and address concerns as needed.

    • Oversee DC scheduling and performance evaluations.

  • Desk Assistants (DAs):
    • Supervise approximately 40-45 DAs to confirm adherence to departmental and University protocols and procedures.

    • Oversee job performance and hold accountability meetings if needed.

    • Troubleshoot issues, respond to concerns, and maintain open communication with front desks.

    • Monitor time, attendance, and manage timesheet approvals for DAs and DCs biweekly.

Position Type/Expected Hours of Work:
  • Full Time. This position has non-traditional hours. The schedule is Monday – Friday, 1:00PM to 9:00PM.

  • Specialist B.

  • Non-Exempt.

Required Education and Experience:
  • High school diploma or equivalent.

  • 1-3 year of relevant experience.

  • Experience working with student populations on college campuses.

Preferred Education and Experience:
  • Associate's degree or equivalent.

  • 1-3 years of relevant experience.

  • Ability to supervise student employees, including those with federal work study.

  • Student-centered orientation and commitment to helping students be successful and experience a sense of belonging.

Additional Eligibility Qualifications:
  • Diversity, Equity, and Inclusion: An ability to welcome, value, and affirm individuals of all identities and experiences, and a commitment to ensure they are understood, appreciated, and fully included in the university community.

  • Interpersonal Skills: Ability to relate well to and develop and maintain effective relationships with people from varied backgrounds and situations; demonstrate understanding, concern and empathy for others; effectively relate to people who are displaying hostility or distress; and respond appropriately to the needs and feelings of different people in different situations.

  • Organizational Skills: Ability to organize, carefully prepare, and review one’s own work to ensure completeness and accuracy; clarify priorities, expectations, and timelines; manage time effectively; set up procedures to ensure high quality of work and adherence to deadlines; and follow up with others to ensure that agreements and commitments have been fulfilled.

  • Technology: Skill using email, word processing, spreadsheet/ data analysis and presentation development software applications such as Microsoft Outlook, Word, Excel, and PowerPoint while preparing briefings, reports, and presentations.


AU offers a competitive benefits package including a 200% matching retirement plan, tuition benefits for full-time staff and their families, several leadership development certificates, and has been recognized by the American Heart Association as a fit-friendly worksite. Click here to learn about American University's unique benefit options .

Other Details
  • Hiring offers for this position are contingent on successful completion of a background check.

  • Employees in staff positions at American University must deliver their services to the university from either the District of Columbia, Maryland, or Virginia, or perform work on-site at the university.

  • Please note this job announcement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

  • American University is an E-Verify employer.

Current American University Employees

American University current employees must apply through their employee Workday account. If you are a current employee at American University, please log into Workday and select the Find Jobs report which will take you to our internal career listings.

Contact Us

For more information or assistance with the American University careers site, email .

American University is an equal opportunity, affirmative action institution that operates in compliance with applicable laws and regulations. The university does not discriminate on the basis of race, color, national origin, religion, sex (including pregnancy), age, sexual orientation, disability, marital status, personal appearance, gender identity and expression, family responsibilities, political affiliation, source of income, veteran status, an individual’s genetic information or any other bases under federal or local laws (collectively "Protected Bases") in its programs and activities.

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