Location: Baltimore, Maryland
Internal Number: 107650-en_US
We are seeking an Associate Director for Housing Operations who will be responsible for the oversight and management of all housing assignments for over 2700 residential students. This includes the housing assignment processes for incoming, transfer and returning students; yearly contract review and revision; contract enforcement; commuter exemption and cancelation review; the accommodations processes for both ADA and religious needs; meal plan assignments; room changes; and billing. The Associate Director supervises the assignments and residential mailrooms and associated staff, graduate intern and student staff.
*The Associate Director for Housing Operations reports to the Director of Housing Operations.
Specific Duties & Responsibilities
- Direct supervision of the Assistant Director for Housing Assignments and Mail Services Manager. Supervise and direct the daily operation of the assignments area. Hire, supervise, and onboard the Assignment and Mailroom teams. Provide coaching and mentoring as needed. Generate the daily/weekly/monthly workflows for staff on all housing assignment processes. Develop and manage the annual RSP /New Student Calendar.
- Oversee and manage all building assignments, initiate billing, and serve as the primary point of contact for all assignment issues including Commuters, Renewals, Leaves of Absence, Returners, Rising Sophomores, Athletes, International Students, Medical, Religious and ESA Accommodations, Incoming, First-Year Students, and Transfers and Summer Housing.
- Respond to any special housing requests or information needs.
- Direct the student assignments process in StarRez. Monitor applicant database via the StarRez Housing Portal, and provide reports related to occupancy. Maintain records of all housing space usage; generate statistical and historical data on housing assignments. Provide direction and recommendations in term of potential occupancy issues and proposed building renovations.
- Oversee the commuter exemption process for incoming and current students. Review and approve final appeals for students requesting to cancel their contract during the academic year. Confirm that students have completed their two-year residency requirement. Provide reports as needed to campus stakeholders.
- Supports the Financial Administrator in preparing and monitoring occupancy projections and housing revenue.
- Interact regularly with students, parents, and staff in resolve housing concerns in a timely period particularly during high peak Housing Operations periods. Works to identify housing alternatives when occupancy exceeds capacity.
- Lead staff on the integration of StarRez for the assignment processes. Work closely with the assignment team and other stakeholders to automate processes utilizing StarRez.
- Manages student billing of housing, meal plans, and other billing items through StarRez.
- Work closely with Student Disability Services and OIE in determining all medical, disability and religious accommodations for students living in university housing in. Manage the ESA contract process, compile the list, and distribute as needed. Develop timelines and communication to share with parents and students.
- Direct the Housing Contract annual revision process and make recommendations to the leadership. Interpret and enforce the housing agreement in matters concerning terminations of occupancy, roommate conflicts, rental obligations, cancellation deadlines, and other contractual concerns. Work closely with the Financial Team weekly in processing terminations and billing adjustments, including graduating seniors.
- Work closely with the Financial Administrator in preparing housing rates for the next academic year.
- Project housing space needs for new and returning students. Determine space for extended occupancy. Use historical data when determining space to be used for renewals, rising sophomores, LOAs, new students and returners, and for extended occupancy.
- Communicate housing information to campus partners on a regular basis to include Student Abroad, International Office, DOSL, Admissions, Orientation, Student Outreach and Support, Diversity and Inclusion, Religious and Spiritual Life, LGBTQ Life & Gender Identity, Athletics, WSE, Academic Advising, Student Accounts, Registrar, Financial Aid, Parent Programs and Alumni Relations, Dining, Residential Life, Student Conduct and LEED.
- Work effectively with a wide variety of constituent groups including students, university staff, faculty, academic and Homewood student affairs departments and other key campus partners in communicating vital information that support student success efforts.
- Develop, communicate and evaluate departmental philosophies, policies and procedures in a way that reflects changing student needs.
- Monitor all housing assignments email accounts and confirm responses are sent in a timely manner.
- Develop and direct all communication resources that impact students, including Housing website, social media platforms and promotional materials. Work closely with publishing vendors, University Branding team and printing suppliers regarding the development of marketing pieces. Oversee the Living at Hopkins website revisions process.
- Assist with the Move-In and Move-out Process. Automate the processes utilizing StarRez. Work closely with various campus partners. Supervise the Early move in process, coordinating dates with campus partners and developing communication to students; monitor and compile lists and rosters as needed.
- Direct and manage the Thanksgiving/Spring and Winter Break communications and registrations processes. Collaborates with campus partners to develop all communication to students, parents/family members, and staff. Respond to inquiries as needed.
- Work closely with the On-Call System and Student Outreach and Support in providing information and support to students in crisis.
- Collaborate with key offices to develop emergency plans for residential students. Identify open space during emergencies. Respond to after-hours emergencies that arise in the university owned buildings and follow-up as needed.
- Direct and manage the Fall and Spring RA Training activities for the Housing Operation Team.
- Oversee the mailroom operation. Determine staffing needs and work with Mailroom Manager in resolving issues and developing a sound customer service philosophy. Review and direct all policies and procedures related to the mailrooms.
- Develop and document Standard Operating Procedures for all assignments and mailroom processes.
- Direct and develop assessment tools when evaluating and debriefing housing operation and mailroom processes.
- Chairs and leads the nomination and recruitment process for the On-Campus Living Advisory Board to gain feedback about Housing, Dining, Residential Life, and Scheduling & Events policies from students residing in university housing.
- Represent department, division and university on various high level committees.
- Act on the behalf of the Director in their absence consulting with the Executive Director for On-Campus Living for clarification of policies. Serve in the secondary on-call duty rotation for on-campus incidents.
- Serve in the secondary on-call duty rotation for on-campus incidents.
Scope of Responsibility
- Knows and understands the formal and informal departmental goals, standards, policies and procedures, which may include some familiarity of other departments within the school/division. Demonstrates sensitivity to the interrelationship of both people and functions within the department.
Special Knowledge, Skills & Abilities
- Highly collaborative team player, who demonstrates a strong commitment to diversity and inclusion within the university community.
- Strong verbal and written communication skills that demonstrate the capacity to engage, persuade and inspire.
- Careful attention to detail, superior organizational skills, ability to work under pressure and meet deadlines, and to handle multiple projects simultaneously and autonomously.
- Strong problem-solving, management, and supervisory skills.
- A detailed understanding of complex university housing systems.
- Excellent customer service skills including working with students, parents, vendors, and members of the university community.
- Knowledge of ADA and ADAAA requirements.
- Experience with StarRez housing management system preferred.
- Ability to work in a fast-paced environment, standing for long periods of time and lifting of up to 50 lbs.
- Master's Degree in Student Affairs, higher education, college student personnel or other related field.
- Five years of progressive experience in housing operations/residential life, including professional staff supervision, management of housing assignments and room selection processes, as well as experience working with ADA, religious, and other housing accommodations processes.
- This position does not allow for education or experience substitutions.
Classified Title: Student Housing Manager
Working Title: Associate Director for Housing Operations
Starting Salary Range: $54,080-$74,390-$94,710 Annually (Commensurate with experience)
Employee group: Full Time
Schedule: M-F, 8:30 am - 5 pm
Exempt Status: Exempt
Location: Homewood Campus
Department name: Community Living Housing
Personnel area: University Student Services
The referenced salary range is based on Johns Hopkins University's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: https://hr.jhu.edu/benefits-worklife/
Please refer to the job description above to see which forms of equivalency are permitted for this position. If permitted, equivalencies will follow these guidelines:
JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.
**Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.
The successful candidate(s) for this position will be subject to a pre-employment background check. Johns Hopkins is committed to hiring individuals with a justice-involved background, consistent with applicable policies and current practice. A prior criminal history does not automatically preclude candidates from employment at Johns Hopkins University. In accordance with applicable law, the university will review, on an individual basis, the date of a candidate's conviction, the nature of the conviction and how the conviction relates to an essential job-related qualification or function.
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