Resident Services Manager (7375U) 27766 About Berkeley

At the University of California, Berkeley, we are committed to creating a community that fosters equity of experience and opportunity, and ensures that students, faculty, and staff of all backgrounds feel safe, welcome and included. Our culture of openness, freedom and belonging make it a special place for students, faculty and staff.

The University of California, Berkeley, is one of the world's leading institutions of higher education, distinguished by its combination of internationally recognized academic and research excellence; the transformative opportunity it provides to a large and diverse student body; its public mission and commitment to equity and social justice; and its roots in the California experience, animated by such values as innovation, questioning the status quo, and respect for the environment and nature. Since its founding in 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world.

We are looking for equity-minded applicants who represent the full diversity of California and who demonstrate a sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present in our community. When you join the team at Berkeley, you can expect to be part of an inclusive, innovative and equity-focused community that approaches higher education as a matter of social justice that requires broad collaboration among faculty, staff, students and community partners. In deciding whether to apply for a position at Berkeley, you are strongly encouraged to consider whether your values align with our Guiding Values and Principles, our Principles of Community, and our Strategic Plan.

Departmental Overview

Cal Housing is responsible for all applications, assignments, contracts, and billing for both single student and family university-owned/affiliated housing properties during the academic year and summer. Our mission is to provide the campus community with homes that provide a foundation for the successful acclimation to their academic UC Berkeley experience while meeting the departmental/divisional fiduciary expectations of high-level occupancy. Cal Rentals specifically assists its clientele in making informed choices concerning their living arrangements, and it also operates rental listing services for students, faculty, and staff. Cal Rentals serves as a bridge between the campus and the community at large, collaborating with the City of Berkeley housing officials and property owners. Cal Housing is situated within the larger RSSP cluster.

Residential and Student Services Programs (RSSP) is part of the Division of Student Affairs under the direction of the Associate Vice Chancellor/COO for Student Affairs. RSSP provides and manages student housing, custodial and maintenance services, renewal projects, self- operated dining services, campus ID card as well as early childhood & education services for students, faculty, and staff. RSSP also conducts a summer conference and year-round catering business. RSSP's annual revenue exceeds $160,000,000 and the department employs over 1500 career, limited, contract and student employees creating a "culture of care" for students, guests, customers and stakeholders.

Application Review Date

The First Review Date for this job is: December 18, 2021

Responsibilities

• Directs the work of the single undergraduate Cal Housing Coordinators, Customer Service Coordinator, and student clerks. Responsible for quality and quantity of work. Provides backup support to the Graduate and Family Student Housing Manager and their housing coordinator team members.
• Participates in the development and monitoring of policies and procedures for departmental operations.
• Participates as a member of Cal Housing's management team to advise on developing trends and changing students' needs vs business objectives vs system needs. Partakes in the development and monitoring of policies and procedures for department to minimize risk and achieve customer service and operational goals. Ensure adherence to policy, evaluate, recommend and implement changes providing equitable treatment of applicants and residents. Develop and maintain internal policy and procedures manual including process mapping and/or business process redesigning. Communicate policies, procedures and act as liaison to campus departments including B&PS, Fin Aid, Graduate Division, Residential Life, DSP, Basic Needs Center, etc. Generates, serves, and follows-up on issued termination notices. Annually administers RSSP Single Parent Grant and Sprouts Grant to eligible tenants.
• Collaborates with the Manager of Systems and Assignments to understand and provide enhancements for how clients are interfacing with systems. Analyses customer service problems while maintaining maximum occupancy. Maintains customer satisfaction by providing problem-solving resources.
• Following department, HR, campus and all compliance guidelines, oversees hiring, transfers, promotions, salary actions, terminations, performance management and budget recommendations. Selects, develops, and evaluates personnel to ensure the effective and efficient operation of the unit.
• May manage systems and procedures to protect departmental assets.
• Investigates and determines appropriate response to contract violations, seeks legal counsel, prepares and serves legal documents, and uses appropriate judgment to identify issues placing the University at risk. Responds to escalated tenant concerns. Monitors the ongoing eligibility of applicants and residents. Responsible for training and unit adherence to customer service, FERPA, ADA, NCAA, and California rental laws and guidelines. May appears in court as University representative. Monitors delinquent accounts and follows-up appropriately. Examines and verifies the graduation report for ongoing eligibility.
• Advises leadership on liabilities and maximizing asset protections, using data and examples.
• Works with campus partners to ensure students housing needs are met.
• Participates in the creation, maintenance and reporting of operational and budget processes, staff FTE, finance, human resources and space planning.
• Provides reports, statistical data, analysis and advice to support data driven decisions related to university housing. Responsible for contributing to the development of housing assignment strategies for immediate and long term goals. Manages all communication with single undergraduate student housing residents during phases of assignments, contracts, transfers, cancellations, terminations, and appeals.
• Responsible for ensuring the accurate and consistent communication on operational processes to residents as well as relevant campus partners. Establishes communication content and plan for subordinate staff to interact with students and campus partners on various topics including: operational issues (Facilities, Residential Life, UCPD); Student services (ex. Center for Support Intervention, FASO); and Campus priorities (ex. Housing Task Force, HSI). Ensures communications are consistent across multiple campus departments and are timed in coordination to manage misunderstandings and financial liabilities.
• Outreach, Recruitment and Marketing - Develop and implement marketing strategies to meet housing priority and maintain maximum occupancy. Develop outreach tools and comprehensive recruiting presentations; deliver speeches statewide to groups of prospective student and parents. Participates in outreach and recruitment events representing housing. This is an exempt position that will require some weekends and evening work during outreach season, move-in and Cal Day weekends (April, May, August). Some travel and overnight stay may be required to represent housing at recruitment events throughout California. Consult with General and Campus counsel about policy and contractual changes. Update contracts, publications, website and all communications with current information.
• Oversee facility tours provided to prospective students and families.

Required Qualifications

• Solid knowledge of (or can quickly learn) common organization-specific and other computer application programs to support administrative billing, tracking, customer service contact, etc. processes as well as strong desktop/mobile device skills for creating/analyzing/sharing word, spreadsheet, data base documents.
• Solid interpersonal skills including verbal and written communication, active listening, critical thinking, persuasiveness, advising, and counseling to effectively motivate others.
• Solid critical thinking and problem solving skills to quickly evaluate complex issues and identify resolutions.
• Strong customer service orientation, experience and skills working with the public clientele such as staff, faculty, families, students and parents. Includes demonstrated ability to diffuse and respond to customer concerns to avoid escalation of the problem.
• Demonstrated skills in employee supervision.
• Strong demonstration of an ability to support and contribute to a team.
• Solid organizational and time management skills to effectively manage multiple priorities. Attention to detail and the ability to multi-task with demanding timeframes.
• Knowledge of FERPA (Family Educational Rights and Privacy Act), American with Disabilities Act, Fair Housing Act, National Collegiate Athletic Association, and California rental laws/guidelines.
• Knowledge of local housing market trends as well as national trends in university housing policies and processes.
• Political acumen to understand complex organizational structure and how to navigate effectively in collaborative environment that must work across multiple RSSP units and with campus and external partners.
• Bachelors degree in related area and/or equivalent experience/training. Two+ years' experience in a University setting interacting with families, students, parents, faculty and staff in a customer facing unit.

Preferred Qualifications

• Solid knowledge of (or can quickly learn) the organization's processes, protocols and procedures with a focus on budget, account and fund management and / or personnel management.
• Solid knowledge of financial analysis and reporting techniques; human resources and risk management planning; accounting and payroll.
• Demonstrated skill in developing and providing public speaking presentations representing housing at university events.

Salary & Benefits

Annual salary will be commensurate with experience.

For information on the comprehensive benefits package offered by the University visit:

https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

How to Apply

Please submit your cover letter and resume as a single attachment when applying.

Diversity Statement

Please include, as part of your application a brief (1-2 paragraph) statement on your contributions to diversity, equity, inclusion, and belonging in your professional experience.

Advancing diversity, equity, and inclusion are fundamental to our UC Berkeley Principles of Community, which states that “every member of the UC Berkeley community has a role in sustaining a safe, caring, and humane environment in which these values can thrive.”



Conviction History Background

This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.

Mandated Reporter

This position has been identified as a Mandated Reporter required to report the observed or suspected abuse or neglect of children, dependent adults, or elders to designated law enforcement or social service agencies. We reserve the right to make employment contingent upon completion of signed statements acknowledging the responsibilities of a Mandated Reporter.

Equal Employment Opportunity

The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. For more information about your rights as an applicant see:

https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf
For the complete University of California nondiscrimination and affirmative action policy see:
http://policy.ucop.edu/doc/4000376/NondiscrimAffirmAct



To apply, visit https://careerspub.universityofcalifornia.edu/psp/ucb/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=U&FOCUS=Applicant&SiteId=21&JobOpeningId=27766&PostingSeq=1





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