The Associate Director for Housing Operations provides leadership and strategic vision to the housing operations area and is responsible for the comprehensive development and management of housing operations/occupancy management within the Department of Housing and Residential Education. The Associate Director for Housing Operations manages all housing, assignment, summer housing, summer conferencing, and billing functions for a residential program of 1,400 beds. Responsibilities include managing the housing occupancy database/software (StarRez), communication/marketing, and contract/billing processes. The Associate Director for Housing Operations supervises the DHRE operations professional and paraprofessional staff team and collaborates with numerous University units to cultivate safe and inclusive living learning communities for on-campus residents.
The position reports to the Director of Housing and Residential Education and serves on the Department of Housing and Residential Education (DHRE) Leadership Team. The position requires a positive attitude, excellent personal skills, an orientation toward team success, strong housing and residential life knowledge, and organizational skills.
Responsibilities include, but are not limited to:
- Serve as a member of the DHRE Leadership Team; develop and maintain mutually supportive and collaborative working relationships with residential education, housing facilities, and housing operations professional staff, as well as departmental student assistants, student leaders, and residents.
- Manage campus housing operations program for 1,400 beds located in traditional residence halls and apartment buildings.
- Develop a comprehensive, strategic, and predictive model to maximize on-campus student housing occupancy.
- Oversee the development, scheduling, and implementation of campus housing assignment processes and occupancy management functions, including, but not limited to, housing selection, housing assignments, room changes, and billing.
- Annually review and revise the Student Housing License Agreement in conjunction with the Director.
- Collaborate with Yotie Eats dining manager and DHRE Director annually on mandatory meal plan terms and conditions.
- Manage the housing contract cancellation process, including review of all requests and appeals.
- Prepare and maintain occupancy records, reports, and procedures pertaining to campus housing, including but not limited to designations, rates, maintenance records, occupancy reports, requests and approvals, changes, etc.
- Complete regular reports to DHRE, CSUSB leadership, and CSU Chancellor's Office for housing-related information such as application counts, occupancy numbers, demographics, etc.
- Demonstrate proficiency in DHRE housing software, related databases, and other means of maintaining accurate student and facility records; serve as the departmental system administrator (StarRez).
- Create and develop on-going training for professional and paraprofessional staff for use of DHRE housing software system and housing operations protocols/procedures.
- Direct housing processes, including, but not limited to, move-in/move-out, early arrivals, and break, transition, and summer housing.
- Collaborate with DHRE facilities and custodial teams for room/apartment readiness, availability, and turnover scheduling.
- Partner with Services for Students with Disabilities (SSD) for housing assignments for students with approved ADA housing accommodations and/or service and comfort animals; ensure students with approved animals are aware of and follow associated policies.
- Work with campus units such as Athletics, College of Extended and Global Education, Educational Opportunity Program, Honors, etc. for special population housing assignments.
- Contribute to the development of a department assessment plan.
- Assist with coordination, communication, and implementation of department emergency response plans and housing operations during campus emergencies.
- Ensure compliance with relevant codes, laws, and ordinances related to campus housing and housing in the State of California.
- Manage and provide staffing oversight to the DHRE Mailroom which provides mailing services and package pick-up to on-campus housing residents.
- Lead the DHRE summer conference/camp program and staffing model.
BILLING & FINANCE
- Work with Student Financial Services and Student Financial Aid regarding student rent charges, awards, adjustments, and balances.
- Ensure accurate and efficient collection of rent charges/outstanding balances.
- Apply mandatory meal plan charges to accounts of residents who live in Coyote Village.
- Meet with residents, potential residents, and parents/family members regarding housing costs, outstanding balances, financing on-campus housing, etc.
- Provide DHRE Leadership Team with financial scenarios to identify and set housing rates for the academic year, summer, camps/conferences, etc.
- Collaborate with DHRE staff to develop fiscal year operating budget including occupancy projections, space utilization, and revenue goals.
- Manage and coordinate the process to reserve and rent spaces within DHRE and the Coyote Commons, including rate setting and billing functions.
- Lead, recruit, train, supervise and evaluate a team of professional and paraprofessional staff to provide exceptional customer service to current and prospective residents, parents/families, etc.
- Facilitate weekly Operations Team meetings to provide staff direction, support, and professional development.
- Provide oversight to student assistant staffing program including front desk assistants, summer conference assistants, DHRE mailroom clerks, etc.
- Train and supervise staff to represent DHRE at open houses, orientations, and other public events.
COMMUNICATION & MARKETING
- Coordinate all housing communication to on-campus residents, prospective residents, parent/families, etc.
- Ensure housing processes, student housing license agreement language, billing information, etc. are communicated in an educational, customer service friendly manner.
- Engage with internal and external constituencies to provide clear understanding of student housing and residential education at CSUSB, and regular opportunities for feedback/assessment.
- Provide oversight, development, and content management to the DHRE website, www.csusb.edu/housing.
- Develop customer service policies and procedures to establish rapport with constituents and resolve concerns and questions.
- Lead marketing strategies to reach current and prospective residents and their parents/families including social media presence, website, publications, and mass mailings (paper and electronic).
- Coordinate DHRE marketing materials, promotional items, and recruitment opportunities/events to promote on-campus housing.
- Collaborate with DHRE staff in the creation and facilitation of virtual/in-person presentations, webinars, tabling events, and other activities to educate and encourage the on-campus housing experience.
- Provide excellent communication via written/electronic correspondence, telephone, and personal contact with students, parents/families, faculty, and staff.
- Provide functional supervision of entry-level DHRE professional staff on call while serving in Associate Director/Specialist on call rotation; liaising with the Director for Housing and Residential Education and/or the campus Senior Staff In Charge/CARE Team.
- Participate on University and Division of Student Affairs committees, selection processes, and state, regional and national conferences/organizations.
- Serve as a designee of the Director for Housing and Residential Education when needed.
- Perform other duties as assigned as a member of the DHRE Leadership Team.
Employment Status: Full-time, Exempt, At-will, included in the Management Personnel Plan (MPP).
Application Review Deadline: This position will remain open until filled. The initial review of applications will begin on June 15, 2022.
Statement of Commitment to Diversity
In our commitment to the furthering of knowledge and fulfilling our educational mission, California State University, San Bernardino seeks a campus climate that welcomes, celebrates, and promotes respect for the entire variety of human experience. In our commitment to diversity, we welcome people from all backgrounds, and we seek to include knowledge and values from many cultures in the curriculum and extra-curricular life of the campus community. Our commitment to work toward an environment that values diversity requires that we create, promote, and maintain activities and programs which further our understanding of individual and group diversity. We will also develop and communicate policies and promote values which discourage intolerance and discrimination.
The concept and dimensions of diversity are to be advanced and incorporated into every aspect of university activity, including student life, the curriculum, teaching, programs, staffing, personnel training practices, research, community services, events, and all other areas of university endeavor.
Dimensions of diversity shall include, but are not limited to, the following: race, ethnicity, religious belief, sexual orientation, sex, gender identity, gender expression, ability, socioeconomic status, cultural orientation, national origin, and age.
The implementation of the Commitment to Diversity will rest with the university as a whole. The president, in addition to a personal commitment and involvement, may use the University Diversity Committee, campus administrators, faculty, staff, and students as well as other members of the campus community to implement effectively the philosophy and intent of this statement.
A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered a position with the CSU. Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current CSU employees who apply for the position.
The person holding this position is 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.
California State University, San Bernardino is an 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, or protected veteran status.
This position may be "Designated" under California State University's Conflict of Interest Code. This would require the filing of a Statement of Economic Interest on an annual basis and the completion of training within 6 months of assuming office and every 2 years thereafter. Visit the Human Resources Conflict of Interest webpage link for additional information: http://hrd.csusb.edu/conflictInterest.html
This position adheres to CSU policies against Sex Discrimination, Sexual Harassment, and Sexual Violence, including Domestic Violence, Dating Violence, and Stalking. This requires completion of Sexual Violence Prevention Training within 6 months of assuming employment and on a two-year basis thereafter. (Executive Order 1096)