Reporting to the Associate Director for Housing Operations, we are seeking a Assistant Director of Housing Operations who will be responsible for managing processes related to all aspects of university housing including the incoming first-year assignments, the upper-class room Selection Processes, and housing accommodations in collaboration with Student Disability Services and Office of Institutional Equity. This position is also responsible for maintaining StarRez, the student housing portal, and generating statistical reports with a focus on space usage analysis and occupancy. This position will assist the Associate Director of Housing Operations in managing all tasks related to residence housing, including but not limited to, student assignments, billing, communications, housing policies and procedures, opening/closing processes, central office and residence hall operations, student portal and On-Campus Living website, managing data accurate data in StarRez, and communicating with students, parents & departmental partners and representatives. This full-time, 12-month, live-off positions serve in a secondary on-call duty rotation for on-campus incidents.

Specific Duties & Responsibilities

Housing Assignments

• Serve as department liaison with the Office of Undergraduate Admissions to retrieve all relevant information on the incoming first-year class, revise all publications and forms, and manage housing updates on the incoming student portal.
• Oversee the Room Selection Process including, but not limited to, creating a timeline for the Room Selection Process, creating weekly newsletters, oversight Room Selection Process events, and updating the JHU Events system to market RSP events.
• Compliance coordination: the incoming first-year and rising sophomore ADA and other accommodations placement process with the Office of Institutional Equity and the Office of Student Disability Services.
• Manage and maintain student housing application status, and contract submission process, match roommates/suitemates, and assign new students via the StarRez portal.
• Serve as a primary information source for current and prospective residents regarding housing options. Offer information regarding policies and procedures and advise students with changing housing needs. Handle special situations as they arise.
• Manage first-year and upper-class room selection processes’ wait lists. Maintain consistent communications with students on the waitlist regarding, changing needs, waitlist status, etc.
• Responsible for initiating contact and follow-up with non-registered student residents regarding housing ineligibility.
• Serve as the primary point of contact for students taking or returning from LOA, students academically dismissed, readmitted students, and students studying abroad. Manage all housing applications, assignments, and/or cancellations accordingly.
• Maintain keys and use of emergency temporary spaces.
• Work closely with the Residence Directors in Residential Life in the coordination of room changes during the academic year.
• Assists in managing upper-class housing assignments and contracts for students residing in university housing.
• Lead information sessions regarding the upper-classroom selection process, represent and explain the processes to students and parents, work with the LAN Administrator on the setup of the computer systems that support the process, and provide other general support as needed.
• Develop weekly assignment newsletters for incoming, upper-class, and transfer students to provide students with access to consistent and up-to-date information regarding the assignment process.
• Approve and ensure all room changes and assignment changes are processed correctly to Finance for student billing.
• Oversee and manage the Commuter Exemption policy process for residency requirements for first-year and secondary-year students. Update the residency requirement fulfillment for students.
• Work closely with the Associate Director of Residential Facilities, Assistant Director of Residential Facilities, and the Custodial Services Manager in the coordination of room preparedness.

Front Desk Management

• Oversee and manage the On-Campus Living’s daily operations (front desk coverage, telephone coverage) and assist the Student Housing Coordinator with the supervision of student staff.
• Oversee the student staff schedule and maintain front desk coverage during business hours and peak periods of On-Campus Living processes.
• Assist in the management of the main email address for On-Campus Living to confirm students, campus partners, and parents/family are receiving adequate responses promptly.
• Prepare drafts, templates, and information outlines for student staff and the Student Housing Coordinator to distribute via email, phone, and social media.
• Yearly update an On-Campus Living Student Staff Customer Service Guide to make sure the most recent information is being communicated.

Housing Operations

• Assist in managing the training of the On-Campus Living staff and campus partners on StarRez.
• Interact with students and parents, assess needs determine appropriate assignment adjustments, and manage the waitlist to respond to incoming first-year and rising upperclass room preferences.
• Ensure an accurate, up-to-date database (StarRez) and generate reports for management regarding the status of confirmations and space allocation for students.
• Assist in the preparation of On-Campus Living publications, including writing, editing, and taking photographs when needed. These publications include but are not limited to, the On-Campus Living website, Room Selection Process handouts, etc. Assist in the revisions and editing of student housing contracts.
• Correspond/interact with student residents regarding move-in and move-out procedures & requirements.
• Assist in updating Standard Operating Procedures (SOPS) to align with On-Campus Living processes.
• Interact with students and parents, particularly prospective and incoming students and their parents, on the phone, through email, in person, and at Admissions open houses; explain housing policy, procedures, and processes for obtaining space in University housing; discuss and respond to special needs and requests; troubleshoot and respond to problems and complaints.
• Actively participate in Opening and Closing processes, including, but not limited to being present to assist students and their families, and assist with the coordination of first-year student move-in, returning student move-in, and Closing processes.
• Assist in the management of the early move-in process for pre-orientation student groups, including drafting communication to the group coordinator, serving as a secondary point of contact for groups, maintaining accurate move-in data in StarRez, and running daily reports to notify On-Campus Living areas and campus partners of all early arrivals.
• Assist in creating occupancy statistics and other reports as needed.
• Assist in managing statistical reports & analysis on space usage & occupancy.
• Assist in the maintenance of the housing software, StarRez, including the layout of the housing portal, editing content, troubleshooting technical issues students encounter, adjusting deadlines, and allowing students to have access to additional content (e.g., commuter exemption form) within the portal.
• Serve as a Secondary-On-Call in the on-call rotation responding to student emergencies both on and off campus.

Supervision

• Direct supervision of the Student Housing Coordinator. Supervise and direct the daily operation of the Front Desk Coverage and assignments area. Provide coaching and mentoring as needed.
• Assisting the Student Housing Coordinator with Marketing and Communications for On-Campus Living.
• Guide the Student Housing coordinator on website management, social media strategies, and Room Selection Process (RSP) assessment surveys.

Scope of Responsibility

• Knows and understands the formal and informal departmental goals, standards, policies and procedures which may include some familiarity with other departments within the school/division. Demonstrates sensitivity to the interrelationship of both people and functions within the department.

Physical Requirements

• Ability to work in a fast-paced environment, standing for long periods of time and lifting up to 50 lbs.

Special Knowledge, Skills & Abilities

• Courteous with strong customer service orientation, the ability to multi-task, and work comfortably in a fast-paced, student-centered/diverse environment.
• Dependable with proficient attention to detail, strong communication and decision-making skills, must be flexible with the ability to adapt to change quickly. Able to exhibit maturity, professionalism, and sound judgment.
• Leadership, team builder, communicates effectively, knowledge worker, decision maker, strategic perspective, leverages resources (coaches and develops), demonstrates ethical behavior, maximizes team effectiveness, and supportive of change.
• Knowledge of federal laws, state laws, and mandates including the Family Educational Rights and Privacy Act (FERPA) and the American Disabilities Act (ADA).
• Ability to partner cross-functionally with other departments.
• Ability to collect, analyze, interpret, evaluate, and summarize data.
• Maintain the highest levels of confidentiality with all students' academic and nonacademic records.
• Able to demonstrate and support a philosophy of excellent customer service, and diversity & inclusion.
• Experience using a computerized maintenance management system.
• Microsoft Office Suite, SQL database, in addition to other software packages and computer skills as needed.

• Master's Degree in Higher Education/College Student Personnel or closely related field.
• Minimum of three years of experience in residence life/housing operations.
• Additional education may substitute for required experience, as permitted by the JHU equivalency formula.

• Experience with StarRez preferred.

Classified Title: Assistant Director Housing Operations 
Role/Level/Range: ACRP/03/MC  
Starting Salary Range: $48,000 - $84,100 Annually ($60,000 targeted; Commensurate with experience) 
Employee group: Full Time 
Schedule: Mon - Fri, 8:30am-5pm 
Exempt Status: Exempt 
Location: Homewood Campus 
Department name: ​​​​​​​Community Living Housing  
Personnel area: University Student Services