Assistant Director, Housing Assignments

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GENERAL DESCRIPTION

The Assistant Director, Housing Assignments, Access, and Accommodations provides direct oversight of all on-campus housing room related charges, changes, processes, and access related systems through entire academic year.  Directly supervises Assignments Coordinator and Manager, Housing Accommodations and Customer Care. Indirectly supervises housing central office support staff (including students) and serves in the on-call rotation for Assignments and Occupancy Management Unit. 

PRIMARY DUTIES AND RESPONSIBILITIES

• Showcase and articulate reports, tracking mechanisms, and raw data which highlight unit workload and output for internal and external stakeholders.
• Work directly with campus partners including but not limited to, Student Accounts, Canes Central, Access Control, Facilities and UMIT on business practices impacting daily unit operations. 
• Oversee occupancy verification/audit processes ensuring students reside in correct unit/room through entire academic year. 
• Provide frontline support after hours and on weekends beyond on-call rotation to complete time sensitive processes including but not limited to intersession term access, booking exports from StarRez, and other data systems related activities impacting student experience. 
• Present updates on Assignments and Occupancy Management topics during staff meetings as requested.
• Facilitate ongoing assessment of student experience validating positive on-campus experience.     
• Serve as primary manager, trainer, and troubleshooter for departmental Onity and CSGold access control systems in addition to processes connected within StarRez platform. 
• Communicate all start and end of term transitions with other HRL and university partners. 
• Coordinate with Conference Services on all summer operations related to unit including but not limited to placement of students, room occupancy/vacancy, and turnover. 
• Serve as the primary support for departmental access control, including training, troubleshooting, and preparation/upkeep of manuals for Access Systems (e.g., CSGold, ONITY, KeyTrak).
• Co-manage Central Office Front Desk Operations, including the NICE phone system.
• Assist in attending university-sponsored community events and programs that require Housing presence, including Admissions open house for prospective students and parents.
• Provide support/serve as a secondary point of contact to the Sr. Manager, Housing Accommodations, and Customer Care for special university populations.

PLANNING & PROGRAM DEVELOPMENT

• Create content for email correspondence and department website relating to assignments-related and student service areas
• Serve as department liaison with Office of Conference Services to ensure smooth transition between end of spring semester and start of summer along with end of summer and start of fall terms.
• Conduct training sessions on the StarRez platform for new hires and host regular seminars for employees.
• Develop and maintain training manuals for the Assignments team, covering business processes within StarRez, Salesforce, CaneLink, and other University software.
• Regularly review and update StarRez templates and processes, ensuring their organization and alignment with current business processes.

STUDENT SUPPORT, ADVISING, AND PROGRAMS 

• Ensure adequate and timely follow-up with students who fail to apply per university expectations and policies 
• Prepare the application processes for both Academic Year & Spring Only that combined will solicit close to 7,000 unique records annually 
• Create, manage, and assess the on-campus students room change process for more than 4,600 students. 
• Serve as primary coordinator of pack & store initiatives in cases where students leave abandoned property behind their departure from housing 
• Collaborate with campus partners regarding unique student circumstances as it pertains to entering or departing the university, and provide guidance to campus partners and/or students on next steps
• Develop and process initiatives to improve student experience and operational efficiencies through focus groups, surveys, and other qualitative assessments

ADMINISTRATIVE RESPONSIBLITIES 

• Liaison with divisional and departmental marketing and communications teams to tell our story and increase social media presence while highlighting the department
• Conduct ongoing training, workshops, and development activities for HRL professional staff on navigating housing systems, programmatic changes, and system enhancements 
• Maintain active role in proposing and executing edits to business practices withing StarRez and Portal X environments.
• Participate in meetings with internal and external IT constituents as it pertains to StarRez
• Must be familiar with and ensure compliance with various regulations, including the American’s with Disabilities Act (ADA), the Family Educational Rights and Privacy Act (FERPA), and the Health Insurance Portability and Accountability Act (HIPAA) along with being able to explain the application thereof.

FINANCIAL RESPONSIBILITY 

• Apply term-specific housing charges to student accounts, ensuring accuracy in billing and system processes.
• Respond to Elavon regarding merchant disputes, contesting charges/fees assessed to credit card holders' accounts.
• Execute follow-up procedures for mid-year inactive or withdrawn students.
• Serve as primary decision maker for student charge inquiries and appeals submitted through Salesforce and other university systems. 

KNOWLEDGE, SKILLS, ABILITIES (KSA)

• Knowledge of business and management principles.
• Ability to direct, manage, implement, and evaluate department operations.
• Ability to establish department goals, and objectives that support the strategic plan.
• Ability to collaborate with multiple university units. 
• Ability to anticipate, investigate, and analyze problems and address them proactively. 
• Ability to effectively plan, delegate and/or supervise the work of others.
• Ability to lead, motivate, develop, and train others.
• Experience with the StarRez housing management software and its various modules preferred.
• Experience with CS-Gold and/or ONITY access systems preferred
• Experience with Salesforce/Case Management programs preferred 

EDUCATION REQUIREMENTS

• Bachelor’s Degree in relevant field required

WORK EXPERIENCE REQUIREMENTS 

• Minimum 3 years of relevant experience; 5-7 years progressive professional experience in a college or university housing and residential life setting or similar applicable experience preferred.

The University of Miami is recognized as one of the nation’s premier research institutions and academic health systems and is among the largest employers in South Florida.

With more than 20,000 faculty and staff, the University is committed to excellence and guided by a mission to positively impact the lives of students, patients, and communities locally and globally.

We are dedicated to fostering a culture where every individual feels valued and empowered to contribute meaningfully. United by shared values, the University community works together to build an environment defined by purpose, collaboration, and service.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

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