General Information
| Job Description | BLANK AST 2 | Working Title | Resident Services Specialist |
|---|---|---|---|
| Job Code | 004723 | Grade | |
| Department Name | Housing Services - D01322 | Department Head | Robert Brumbaugh |
| Supervisor | Lisa Laws | Effective Date | 08/30/2021 |
Position(s) Directly Supervised
| Job Code | Title | FTE |
|---|
Department Custom Scope
| Under the general supervision of the Resident Services Building Manager (RSBM), the Resident Services Specialist (RSS) supports and maintains the daily business workflow at the Resident Services Office (RSO) of a Housing Services residential community; includes giving general guidance to student and temporary staff, as needed. The RSS assists the RSBM with the implementation of all processes and protocols related to resident and guest relations, as well as the effective inventory and coordination of residential resources, facility conditions, access, repair services, and parking protocol. The RSS maintains the accuracy of all residential records, assists with a variety of outreach services and activities, and is a liaison for all residential community service providers. The RSS also provides administrative support to the Assistant Director of Housing, Resident Services. |
Education & Experience Requirements
Education Requirements
| Degree | Requirement |
|---|---|
| Bachelor's degree or education equivalent to college level coursework in a related field. | Preferred |
Experience Requirements
| Experience | Requirement |
|---|---|
| 2 years of recent administrative experience in an office environment providing administrative support to management, staff, customers, visitors, etc. | Required |
| Recent experience in a customer service oriented environment responding to and meeting/exceeding the needs of the customer. | Required |
| Experience using Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). | Required |
| Experience providing extensive administrative support in a higher education environment to students, residents, staff and faculty. | Preferred |
| Experience with UCR Housing or related services. | Preferred |
License Requirements
Certification Requirements
| Certification | Requirement |
|---|
Educational Condition Requirements
| Condition | Requirement |
|---|
Key Responsibilities
| Description | % Time |
|---|---|
| Administrative Support Provides direct administrative and clerical support to the RSBM and Assistant Director of Housing, Resident Services. Assists the RSBM with the implementation and coordination of student staff recruitment activities, as well as training and development activities. Apprises the RSBM of issues, needs and potential problem areas in the residential community or RSO and recommends corrective actions. Determines appropriate systems to run queries and extract data to summarize information in regularly-occurring and ad hoc reports for the RSBM or Assistant Director of Housing, Resident Services. Attends regularly-scheduled team meetings and one-on-ones with management representatives. Maintains office supply inventory and purchases. Calculates and inputs routine resident or guest fees in the campus' student information system. Provides backup to other RSO's and to any Housing Services office area, as assigned. | 30 |
| Client Engagement (2 of 2) Assists with logistical and staffing assistance for Housing recruitment and retention events, campus outreach events, move-in and move-out activities, and ad hoc or VIP tours. Helps coordinate the implementation and promotion of the Housing Services care package program to current and new residents. In partnership with Hospitality Services, Resident Contracts, and Facilities Services, provides logistical and staffing support for the summer housing program, which serves Freshman orientation, Summer Session, Highlander Early Start Academy (HESA), summer conference programs, UCR athletes, international students, and students of early starting academic programs. Responsible for properly preparing the RSO for business in a timely fashion on a daily basis. | 25 |
| Client Engagement (1 of 2) Assists the RSBM with implementation of the daily business workflow and priorities to include providing direction to front-line student and temporary staff. Communicates established Housing Services policies and procedures, shares general information of the residential community, and resolves other inquiries for prospective residents, current residents, family members, faculty and staff, and community guests. Directs residents and visitors to appropriate resources for counsel regarding residential business concerns, disputes, appeals and penalties of an escalated or exceptional nature. Composes and distributes correspondence and reports for residents, resident families, faculty and staff that are grammatically-correct and consistent with current Housing Services policies and procedures. Coordinates the relocation, check-in and check-out processes, procedures and related forms for all residents. Responsible for the efficient distribution of all postal mail and packages delivered to the RSO. Accurately maintains all residential records under the auspices of the RSO, including adhering to the appropriate level of confidentiality. | 25 |
| Facility Resource Coordination Responsible for day-to-day auditing, tracking and coordination of facility resource usage, such as assigned department vehicles, residential equipment, conference/meeting rooms. Assists the RSBM with regular reviews of general interior and exterior facility conditions in the community, including all hard and soft goods furnishings. Responsible for the security and maintenance of the access resource inventory available at the RSO, for arranging residential facility access according to Housing Services policy and protocol, and for communicating access control policies and procedures for the community. Serves as a front-line liaison and access control point between Housing Services and external service providers, including but not limited to Residential Life; Facilities Services; laundry, pest control, paint, flooring, window covering and custodial vendors. Acts as a liaison for community move planning and coordination. | 20 |
Knowledge, Skills & Abilities
| Knowledge/Skill/Ability | Requirement |
|---|---|
| Ability to work in an extremely busy office environment with constant interruptions, busy phones and many walk-ins. | Required |
| Skill and ability to understand, interpret and/or apply the department's/university's policies and procedures to customers and requests. | Required |
| Skill in listening, anticipating and responding to the needs and/or requests of staff and customers. Ability to identify with the customers perspective and maintain a commitment to excellent customer service. | Required |
| Exceptional communication skills, verbal and written, and ability to interact effectively with departmental staff as well as campus and outside community members. Interacts with tact and diplomacy at all times. | Required |
| Ability to organize and prioritize workload to meet required deadlines and department objectives. Ability to organize tasks, documents, materials and systems with efficiency and accuracy. Skill and ability to maintain accurate record keeping with strict attention to detail. | Required |
| Skill in making appropriate job decisions following established policies and procedures, or practices within parameters of authority. Skill in researching questions and making appropriate recommendations, or making appropriate contacts for problem resolution. Skill in using professional and sound judgement to address issues or concerns. | Required |
| Ability to maintain confidentiality and sensitivity to all student and staff information, issues and/or matters at all times. | Required |
| Ability to sit, stand, walk, stoop, bend, kneel, climb stairs at frequent intervals throughout the work day to accomplish duties and tasks at hand; or with reasonable accommodation as appropriate. | Required |
| Ability to collaborate and/or serve as liaison or front-line contact between the department and internal/external service providers. Ability to support program coordination, event planning/coordination, outreach activities, etc. | Required |
| Ability to compose grammatically correct and accurate correspondence, memos, flyers, presentations, etc. Ability to generate reports on a frequent basis or ad hoc as needed. Ability to maintain the departmental master calendar. | Required |
| Proficient to advanced computer and technical skills. | Preferred |
| Knowledge of UC policies and procedures, protocols, systems, and other UC directives. | Preferred |
| Knowledge of UCR Housing Services' policies and procedures, protocols and systems. | Preferred |
Special Requirements & Conditions
| Special Condition | Requirement |
|---|---|
| Valid Drivers License | Required |
| Overtime | Required |
| Public Driving Record | Required |
| Employment and/or continued employment is contingent on passing a background check. | Required |
Other Special Requirements & Conditions
|
|
Level of Supervision Received
| General Supervision |
Environment
Working Environment
| Campus |
Other Requirements
Items Used
|
Physical Requirements
|
Mental Requirements
|
Environmental Requirements
|
Critical Position
| Is Critical Position: Yes |