American University is a student-centered research institution
located in Washington, DC, with highly-ranked schools and colleges,
internationally-renowned faculty, and a reputation for creating
meaningful change in the world. Learn more about
American University
Department:
Housing
Time Type:
Full time
Job Type:
Regular
FLSA Status:
Exempt
Work Modality:
Hybrid 01 (On Campus 3-4 Days/Week)
Union:
Excluded
Job Description:
Summary:
The Associate Director of Housing Assignments & Communications
is responsible for managing the assignments, billing, and occupancy
record-keeping functions for all student housing, all
communications with campus residents and external stakeholders via
print, web, and social media outlets, management of the Housing and
Residence Life (HRL) Office Assistant program, and off-campus
housing resources and programming. This position has management
responsibility for all room assignments, room changes, and billing.
In addition, this position manages record-keeping related to
current and past occupancy figures and develops short and long-term
projections for management review. The Associate Director also has
responsibility for departmental functions, such as housing related
publications and processes, web and social media, and all other
methods of communications with student and external
stakeholders.
The Associate Director of Housing Assignments and Communication
will serve as a key stakeholder for other departments in relation
to housing. This includes other departments such as Admissions, AU
Central, the ASAC, and academic areas such as University College,
Honors, and Community Based Research Scholars.
The Associate Director of Housing Assignments and Communication has
additional responsibilities to act as a central point to creating
improvements through key performance indicator tracking and
assessment driven management. This will allow Housing to fine tune
the departmental website, Service Now, and StarRez end user
experience.
Essential Functions:
1.) Housing Assignments
Manages housing application and booking process for approximately 4,500 residents each semester in 13 residence halls and off-campus apartment buildings, as needed. Oversees processing of resident room changes, ASAC accommodations, withdraws, and cancel requests. Serves as one of the department’s primary contacts for students, parents, faculty, and staff on housing policy and assignment issues. Ensures all housing accommodations are assigned, billed, monitored, and audited. Manages housing…
appeals process; review appeals and determines outcome of appeal. Alongside Assistant Director of Housing Assignments, coordinates housing assignments for students approved for ADA accommodations. Responsible for the development of annual publications and communication to constituencies on housing application, assignment, and billing processes. This position serves as the key stakeholder with responsibilities, to act as a central point to creating improvements through the Housing website, Service Now, and StarRez end user experience.
2.) Staff Supervision
- Responsible for hiring, onboarding, training, and managing
staff on an ongoing basis. This includes providing regular
feedback, coaching, mentoring, and evaluating performance. Also,
identify and encourage participation in professional development
opportunities. This position oversees the Marketing and
Communications Coordinator and the Assistant Director of Housing
Assignments, with oversight of additional assignments staff and a
small team of student staff.
3.) Stakeholder Communications
- Creation and maintaining of website content and presence as
well as our social media presence. Work to develop our content
design web-based processes such as StarRez and Service Now and
create presentations at events for off campus students, new
admissions events, and recruitment events for housing.
- This position would be responsible for overseeing all
departmental communication and working to maintain a clear and
concise overall message coming from HRL. With the tracking of
tickets in key performance indicated areas this position will work
to create areas of development within the communication sector
ranging from room moves to construction notifications.
4.) Business and Systems Production Support
- Responsible for ensuring that departmental occupancy records
are maintained; develops reports on both a regular and as-needed
basis. Develops occupancy projections for review by the Director of
Housing and the Assistant Vice President. Makes recommendations on
changes to housing policies and procedures. Support applicable
enterprise systems by troubleshooting and addressing issues
affecting services provided to students, faculty, staff, and other
university clients. Assist in the rapid and thorough resolution of
systems anomalies (evaluate, document, and report issues to
supervisor). Assist in the implementation of “workarounds” when
system issues affect business needs or service delivery. Maintain
in-depth knowledge of all business processes in one or multiple
business areas. Perform integration testing and user acceptance
testing for system changes and upgrades. Assist end users in
understanding technology systems.
- This position will oversee the assessment of our housing
operations through surveys, focus groups, and data driven
application data. Modifications to our processes and policies
should be driven by data derived conclusions.
5.) Off-Campus Housing Support Services
- Supports and manages resources for students and other AU
community members looking for off-campus accommodations, including
our the off-campus resource portion of the departmental website.
Promotes the engagement of off-campus students with the AU campus
community when possible. Advocates for commuter students on issues
such as housing, transportation, and safety.
6.) On-Call Emergency Response/After Hours Responsibility
- This position will serve as a part of the on-call rotation and
provide on-call emergency coverage after hours for the resident
population. Respond to a variety of student needs and coordinate a
response network within the university as well as department.
Provide assistance with after-hours and weekend operational needs
as deemed appropriate. Support major division and university-wide
programs, including but not limited to, Commencement, Family
Weekend, Summer Send-Offs, Move-In, New Student Orientation, Family
and Supporters Orientation, Student Achievement Awards, and Eagles
at Night. As a member of the Division of Student Affairs, this
position may advise recognized student organizations as needed.
Serves as a member of the Division of Student Affairs Response Team
assisting with campus activism management.
Supervisory Responsibility:
- This position directly supervises 2 full-time staff, with
oversight of housing assignments, customer service, and marketing
and communication, as well as provides indirect supervision for the
overall assignments and communication team and a small team of
student front desk workers.
Competencies:
- Serving Customers.
- Prioritizing and Organizing.
- Championing Customer Needs.
- Evaluating and Implementing Ideas.
- Developing Plans.
- Evaluating and Implementing Ideas.
- Building and Supporting Teams.
- Managing Performance.
Position Type/Expected Hours of Work:
- Full-time position.
- 35 hours per week.
- May require non-traditional hours during peak operational
periods.
Salary Range:
- $70,000.00 - $80,000.00 annually.
Required Education and Experience:
- Bachelor's degree.
- 4 - 6 years of relevant experience.
Preferred Education and Experience:
- Master's degree or equivalent.
- 5 - 8 years of relevant experience.
Additional Eligibility Qualifications:
- Successful completion of a background check.
Other Duties:
- Please note this job description is not designed to cover or
contain a comprehensive listing of activities, duties or
responsibilities that are required of the employee for this job.
Duties, responsibilities and activities may change at any time with
or without notice.
Benefits
AU offers a competitive benefits package.
Click here to learn about American University's unique benefit
options .
Other Details
- Hiring offers for this position are contingent on successful
completion of a background check.
- Employees in staff positions at American University must
deliver their services to the university from either the District
of Columbia, Maryland, or Virginia, or perform work on-site at the
university.
- Please note this job announcement is not designed to cover or
contain a comprehensive listing of activities, duties or
responsibilities that are required of the employee for this job.
Duties, responsibilities, and activities may change at any time
with or without notice.
- American University is an
E-Verify employer.
Current American University Employees
American University current employees must apply through their
employee Workday account. If you are a current employee at American
University, please log into Workday and select the Find Jobs report
which will take you to our internal career listings.
Contact Us
For more information or assistance with the American University
careers site, email
theworkline@american.edu
.
American University is an equal opportunity, affirmative action
institution that operates in compliance with applicable laws and
regulations. The university does not discriminate on the basis of
race, color, national origin, religion, sex (including pregnancy),
age, sexual orientation, disability, marital status, personal
appearance, gender identity and expression, family
responsibilities, political affiliation, source of income, veteran
status, an individual’s genetic information or any other bases
under federal or local laws (collectively "Protected Bases") in its
programs and activities.
