Resident Services Coordinator

Jun 29, 2017
Institution Type
Four-Year Institution

Resident Services Coordinator

Humboldt State University

(Job #17-62) Administrative Support Coordinator I, Resident Services Coordinator, $2,846-4,619/mo. Appointments are typically made at the beginning of the salary range. This is a full-time, benefitted position with a one-year probationary period in the department of Housing & Residence Life.

Position Summary:
Under the supervision of the Associate Director for Business Operations, and with lead oversight by the Business Operations Coordinator, this position will serve as the Resident Services Coordinator and perform the following duties: oversee the student staff at the Housing Front Desk, Information Desk, College Creek Mail Room, and JGC Mail Room; ensure smooth and efficient functioning of reception areas and mail rooms; understand, interpret, explain, and enforce HSU, Housing and USPS policies and procedures; hire, train, schedule, supervise, and evaluate 18-25 Resident Services student staff in mail room procedures and regulations, emergency response, administrative functions, and customer service. This position will also serves as a back-up cashier.

Duties and Responsibilities:
Oversees and coordinates operations for the Housing Front Desk, Information Desk, College Creek Mail Room, and Jolly Giant Commons Mail Room. Ensure and be accountable for the smooth and efficient functioning of reception area(s) and mail room(s). Understand, interpret, explain and enforce HSU, Housing and USPS policies and procedures. Analyze, update, develop, and implement changes as necessary to Resident Services policies and procedures. Troubleshoot most office administration problems. Be accessible 24/7, when not taking leave time, to receive calls and texts from the staff.

Hire, train, schedule, administer and supervise 18-25 Resident Services student staff, monitor their performance of duties, take corrective action when appropriate, guide students through detailed analysis of situations, tasks, and processes, review and authorize monthly timesheets for student assistants, provide recognition, coaching and feedback, plan and lead mandatory monthly meetings for all student staff, administer written evaluations every 6 months and help facilitate leadership and development of students.

Mailrooms (Jolly Giant Commons & College Creek): Follow federal regulations regarding the disbursement and handling of USPS, UPS, OnTrac and Federal Express mail and packages. Sort, distribute, forward and track mail for both current and former residence hall students and staff.

Housing Desks (Information Desk & Front Desk): Greet the public, answer phone calls, take messages, answer questions and emails, and refer students and visitors to appropriate staff members or other campus departments. Assist students with lockouts, rental references, maintenance requests, lost and found items, checking in & out equipment, and facilities used by residents. Act as a liaison between University Police, Resident Life Coordinators, and Community Advocates. Verbal and written articulation of license process, wait list, wish list, room assignments, request to vacate, and general housing policies. Perform clerical tasks: file, prepare mailings and documents, make photocopies, fax, and maintain database information. Administrative functions include, how to receive, screen and respond to visitors, telephone calls, email and mail, how to route maintenance requests, and initiate lock out and lost key and item checkout billing.

Oversight of the Summer Conference Desk operations and duty student staff; provide excellent customer service to conference guests and the campus community; assist student staff in developing their customer service skills; maintain a positive and helpful demeanor while working cooperatively with the Summer Conference staff, Housing staff, and conference groups; develop a close working relationship with Conference Coordinator and work with them in developing or enhancing training staff materials/manuals; work with other staff members and be available to ensure seamless check-ins/outs of conference groups; be an on-call resource in case of an emergency. Hire, train, administer, and supervise 6-9 student staff, which includes hiring, training, scheduling and supervising; monitoring their performance of duties; taking corrective action when appropriate; guiding students through detailed analysis of situations, tasks, and processes; review and authorization of monthly time sheets for student assistants; providing recognition, coaching and feedback; plan and lead mandatory monthly meetings for all student staff; administer written evaluations every 6 months and help facilitate leadership and development of students.

Emergency Response: Respond to emergencies and crisis situations. Train student staff on emergency response, processes and procedures, assist with emergency simulation, set up perimeter, act as the first point of contact for emergencies, work in a close partnership with UPD when the Housing Office is closed and response to possible toxic substances.

Back-up Cashier: Relieves the cashier for lunches, meetings and breaks by answering phone calls, taking messages, answering questions and emails about student accounts, processing payments, selling meal points, collecting and disbursing keys issued to employees by locksmith, selling parking permits, fax or mail information, referring students and visitors to the appropriate staff members or other campus departments. Maintains $100 cash drawer, balance and prepares daily deposit. Uses CBoard, CashNet, Peoplesoft and ID Flow to complete transactions.

Administrative: Update and review housing materials as needed. Cultivate mutually supportive relationships with campus community. Coordinate with Housing divisions. Attend staff meetings and participate in departmental planning efforts. Assist with the professional staff hiring process. Support the university mission statement. Attend professional development programs when appropriate. Promote Housing Mission Statement. Serve as a point of contact for census work. Provide assistance in evaluating proposed changes based on previous experience and historical knowledge of the department. Locate and implement software to increase productivity and replace aging systems in our customer service areas. Maintain a mastery of English grammar, punctuation, and spelling.

Oversee and train staff in the use of the copy/fax machine and general office equipment. Keep the Media room orderly. Assist in maintaining working order of the copier.

Coordinate and execute the summer housing program for approximately 40-50 students. Update summer housing license materials yearly; create, update, and manage agreements between Housing and University offices for special summer housing programs. Process applications and room assignments through StarRez, provide correspondence to residents of moving logistics, room assignments, and payment information, work closely with the Housing Cashier on payments, create summer housing check-in packets, and invoice university departments for special summer housing programs. Coordinate with Dining Services regarding meal plans for summer residents. Ensure smooth transition between summer terms through coordination with maintenance and custodial services.

Opening/Transition: Compile, track and communicate the transition process between each semester for any room changes, early arrivals or special housekeeping needs. Ensure smooth transition between academic terms through coordination with maintenance and custodial services. Train staff on opening protocol, including but to limited to, planning, schedule of opening staff, presenting check-in material, process Collegiate Concepts rental information. Other duties and responsibilities as appropriate for the successful operation of Business Operations of Housing & Residence Life.

Programming: Coordinate, manage, and execute the annual pancake dinner event. This includes, but is not limited to, soliciting and managing 18-30 volunteer staff, creating publicity and coordinating with Dining Services. Assist in the planning and execution of the Preview Plus programming. This includes, but is not limited to, running several hundred background checks and determining what spaces can accommodate guest(s) and how many.

Minimum Qualifications:
This position requires an educational equivalent to a high school diploma, technical/ vocational program or their equivalent combined with several years of related office work experience.

Knowledge, Skills and Abilities:
  • Fully functional knowledge of and skill in standard office procedures and practices, as well as an ability to understand and operate in a variety of organizational structures.
  • A thorough knowledge of English grammar, spelling, and punctuation and be able to clearly communicate orally and in writing.
  • Knowledge of business mathematics beyond basic arithmetic.
    The ability to use and quickly learn new office support technology systems and software packages is also a prerequisite.
  • Word processing, database maintenance and a general ability to integrate technology in the work place is essential
  • Experience in supervising, hiring, scheduling, training and evaluating of staff
  • Thorough knowledge of English grammar, punctuation, and spelling
  • Thorough knowledge of customer service
  • Demonstrated ability to work and learn independently
  • Ability to interpret, apply, and explain a variety of complex policies, procedures, information, ideas and instructions
  • Ability to coordinate many different tasks, determine the relative importance of each, set respective deadlines, and complete projects accordingly
  • Thorough knowledge of office systems and ability to use a broader range of technology, systems, and packages
  • Ability to draft and compose correspondence and standard reports
  • Have a general understanding of the personal, social, and academic challenges encountered by college students and the ability to relate to college students
  • Ability to handle effectively a broader range of interpersonal contacts, including those at a higher level and those sensitive in nature
  • Ability to maintain cooperative working relationships in a team-oriented work environment
  • Ease in dealing with a diverse range of students, university personnel, parents and community members
  • Effective interpersonal and intercultural communication skills.

    Preferred Skills:
    Experience with StarRez (Housing Software), Onity (Key Access Software), Nolij (Electronic Filing Software), Notifii (Mail Room Software), Filemaker and PeopleSoft. Experience with scheduling student staff.

    Application Procedure: Please note that Humboldt State University now requires application materials to be submitted electronically. If assistance is needed, the Human Resources & Academic Personnel Services office (located in Siemens Hall room 212) has a computer station available and our front office team would be happy to assist you. Qualified applicants should submit electronically the following materials:

    Letter of Interest;
    HSU Employment Application at
    Resume or Curriculum Vitae;
    Contact information for at least three professional references

    Submission of the application materials should be sent as email attachments to

    Please include your last name and the job # (17-62) in the subject line of the email.

    Application Deadline: This position is open until filled. The first review of applications will be Tuesday, July 11, 2017

    HSU is committed to enriching its educational environment and its culture through the diversity of its staff, faculty, and administration. Persons with interest and experience in helping organizations set and achieve goals relative to diversity and inclusion are especially encouraged to apply.

    Human Resources
    Siemens Hall - Room 211
    Arcata, CA 95521-8299
    (707) 826-3626
    Fax: (707) 826-3625

    It is the responsibility of the applicant to provide complete and accurate employment information. Incorrect or improperly completed applications will not be considered for vacancies. Any reference in this announcement to required periods of experience or education is full-time activity. Part-time experience or education - or activities only part of which are qualifying- -will receive proportionate credit. In accordance with applicable Collective Bargaining Agreements, preference may be given to the campus applicants covered by these agreements. However, positions are open to all interested applicants, both on and off campus.

    Evidence of required degree(s), certification(s), or license(s) will be required prior to the appointment date. The successful candidate for a position at HSU is required to be fingerprinted through the Humboldt State University Police Department or their local law enforcement agency. The results of the fingerprint process must be received by the university prior to the candidate’s appointment. The cost of the fingerprinting is borne by the university.

    Humboldt State University is committed to achieving the goals of equal opportunity and endeavors to employ faculty and staff of the highest quality reflecting the ethnic and cultural diversity of the state. Additional information about Humboldt State University can be found at

    Humboldt State University is a Title IX/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, protected veteran status, or any other legally protected status.

    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.