Job Details

Job no: 511405
Work type: Staff Full Time
Location: UMass Amherst
Department: RL Operations
Union: USA/MTA
Categories: Administrative/Office Support, Facilities/Grounds

About UMass Amherst

UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts, and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.

Job Summary

This position operates with considerable independence to lead the 24/7/365 operation of the Facilities Operations Center. Primary responsibilities include supervision of the Operations Center with core activities related to residence hall and family housing emergency maintenance processing and card access system monitoring. Areas of responsibility include, but are not limited to dispatching field personnel; coordination of maintenance personnel callbacks; operations of communications equipment; and the production of logs and reports related to on-shift activity.

Essential Functions

  • Serves as the sole full-time administrative staff member on assigned second and third shift weekend and holiday duty. Responsible for evaluating all after-hours concerns received via phone and the online maintenance request system, and determining and initiating appropriate actions to remedy concerns. Remedies include the assignment of tasks to maintenance, custodial, and contractor personnel, determination of callbacks, and notification of affected residents and staff based on protocol.
  • Receives and relays maintenance trouble calls to personnel in the field; communicates request detail to appropriate personnel and agencies, including Facilities Operations, University of Massachusetts Police Department (UMPD), Physical Plant, Simplex and Environmental Health & Safety (EH&S).
  • Maintains manual and on-line service logs; produces and issues work orders using The Maintenance Authority (TMA), which is a Computerized Maintenance Management System (CMMS) database program. Performs data entry into the program as required.
  • Performs office coordination functions such as reception, referral, radio base station operation, office supply requisitions and cooperative office coverage in order to facilitate communications and support delivery of services.
  • Compiles activity and analysis reports related to residence hall and family housing maintenance using TMA.
  • Maintains manual and on-line service logs; produces and issues work orders using TMA and the CMMS database program.
  • Prepares and produces Maintenance and Operations correspondence, reports, charts, graphs, forms and financial data through the use of computers and associated software, calculator, photocopier, and other equipment.
  • Supervises and trains reporting student staff.
  • Collaborates in training new full-time staff on off-shift protocols and responsibilities.
  • Supports Clerk V and Facilities Operations Administrator as required.
  • As required, attends workshops, classes, or training sessions to advance skills and knowledge in areas such as computers, software/programs, management, interpersonal, and supervision skills.
  • Serves as a member of the Residential Life Facilities Operations team to develop, review and modify RLFO goals, policies, and priorities designed to enhance staff and operational effectiveness. Collects data for research projects and prepares reports for Clerk V and Facilities Operations Administrator.
  • Performs related work as required; attends appropriate staff development and skills training sessions as required.
  • Works shifts as assigned, including weekends and holidays.

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

  • High School diploma or equivalent.
  • Ability to work under pressure in a fast paced environment with ability to multi-task, think critically, and problem solve.
  • Extensive office experience to include knowledge of generally accepted offices practices and procedures, office management, supervision of staff, and the operation and application of various office machines.
  • Proficiency in the use of computers for word processing, spreadsheet applications, database management and data entry.
  • Ability to exercise sound judgement and discretion in the handling of confidential information.
  • Ability to understand and carry out oral and written instructions.
  • Ability to make mathematical computations and compile statistical reports accurately and with reasonable speed.
  • Ability to understand and communicate work related repair and maintenance information.
  • Ability to work independently.
  • Knowledge of business English, spelling and arithmetic.
  • Ability to supervise, assign, and review work of student staff, which includes the planning and assigning of work, and assessing of training needs.
  • Ability to organize, plan and complete work assignments with minimal direction.
  • Willingness to accept new projects or tasks.
  • Ability to work and communicate with diverse populations.
  • Time management skills.

Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

  • Knowledge and skills in personal computer use including the use of complex spreadsheets, database software and hardware and equipment.
  • Remain current with the changing software applications utilized by Residential Life Facilities Operations
  • Supervisory skills.
  • Knowledge of University, Residential Life and Student Affairs policies, procedures, and protocols.
  • Knowledge of the operations of a large, campus-based residential system.
  • Ability to utilize and apply technology resources, such as SPIRE, HR Direct, macros, and queries to facilitate and accomplish tasks.

Physical Demands/Working Conditions

  • Sitting, Standing, Typical Office Environment Activity

Additional Details

  • This position is classified as essential for all university emergency closings
  • Works shifts as assigned, including off-shift, weekends and holidays necessary to supporting a 24/7/365 operation.


  • 2 FTE Students

Work Schedule

  • Sunday-Monday 11PM-7AM, Tues-Thurs 3PM-11PM

Salary Information

  • Pay Grade 13 plus Shift Differential (2nd Shift)

Special Instructions to Applicants

Applicants must provide a resume and 3 professional references with their application.

UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, gender, gender identity or expression, age, sexual orientation, national origin, ancestry, disability, military status, or genetic information in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University. To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans. It is the policy of the UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.

Advertised: Dec 16 2021 Eastern Standard Time
Applications close:


The University of Massachusetts Amherst is one of the preeminent public research universities in America. Nestled in idyllic Amherst, Massachusetts—often called “The top college town in North America”—the campus is consistently ranked among the top public research universities in the nation, and offers a rich cultural environment in a rural setting close to major urban centers. 

As one of the nation's top public research universities – as measured by national and international rankings, academic citations, and research funding – the campus spends more than $180 million on research each year, demonstrating its contribution to the nation’s position as a technological and economic leader. The university works in conjunction with academic, government, and private partners to translate new knowledge and scientific discoveries into technical innovations and scholarly works that create opportunities for students, faculty and the public. 

Eight schools and colleges offer more than 85 undergraduate majors, 68 master’s and 48 doctoral degree programs, many counted among the top programs in the nation and world. UMass Amherst is also home to New England's premier honors college.

The 1,159 full-time faculty members are dedicated teachers and world-renowned researchers and the campus has regularly been listed among the top performers in terms of faculty awards. With over 24,000 students from all 50 states and over 70 countries, the student body is the most academically successful in the history of the campus. Students participate in 240 organizations, 21 NCAA Division I athletic teams, extensive intramurals, living-learning residence halls, community service, and internships. With one of the largest residential life systems in the nation, UMass Amherst houses approximately 12,000 students on campus. The university is enjoying a facilities renaissance, including new buildings in the sciences, the arts, and recreation. UMass Amherst is part of the Five College consortium with Smith, Mount Holyoke, Hampshire and Amherst colleges.

As an employer, the University of Massachusetts Amherst is a national leader in developing family-friendly policies, benefits and amenities designed to help faculty members develop both productive careers and satisfying personal lives. The university offers one of the nation’s most generous parental leave policies. The university is also part of the Academic Career Network, a regional consortium formed to serve dual-career couples and encourage greater diversity in the academy.


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