Operations Manager – Student Accommodations and Support Services (SASS)

Job Summary

We are currently seeking skilled and team-oriented applicants for the following position: Operations Manager – Student Accommodations and Support Services (SASS)

The Operations Manager for Student Accommodations and Support Services will provide office oversight, student assistance, and budget management support. Reporting to the Director for Student Accommodations and Support Services, the Operations Manager plays a key role in supporting the services and outreach of EWU’s Student Accommodations and Support Services team and connecting students with the right resources across the University. This position will be responsible for advancing the vision and direction of Student Wellbeing and Support Services and the SASS Team through office management, budget management, managing the student intake processes, program development, program assessment, excellent service, and collaborating with programs and departments across campus as well as in the Cheney and Spokane communities with respect to student support, accommodations, and case management.

The SASS Operations Manager, under the guidance of their supervisor, will help oversee operational, administrative, and programmatic endeavors. Critical skills needed include sensitivity to and awareness of confidential information, ability to remain calm and think clearly when engaging with highly distressed students, friendly and welcoming demeanor, excellent time management skills, experience with accounting and budgeting, familiarity with graphic and web design, event coordinating, and ability to work in a dynamic and fast paced environment. This position contributes directly to the persistence and retention of students by supporting the work done by Student Accommodations and Support Services.

EWU is committed to supporting and promoting a workforce that is welcoming to all and encourages applicants of all backgrounds to apply for this position.

The salary for this position is $60,301.44 up to $70,000, where the hired candidate will begin within this range is dependent on education, experience, and skills.

In addition to salary, the university offers a comprehensive benefits package including health insurance and disability insurance and retirement. In addition, EWU offers generous vacation and sick leave accruals, 12 paid holidays per year and fringe benefits, such as tuition waiver for employees and eligible family members, discounted EWU sports tickets, full access to our campus workout facilities at a minimum fee and free transportation through STA buses. For additional information regarding insurance benefits please see our Benefits page: https://inside.ewu.edu/hr/benefits-briefing/benefits/insurance/

Required Qualifications

• Associate degree or equivalent experience
• Minimum two (2) years of progressively responsible administrative work experience; experience must demonstrate abilities in the following areas:
  • Work is beyond entry level tasks, and which is characterized by complexity, overlapping deadlines, and independent responsibility for outcomes
  • Communicate clearly and accurately, verbally and in writing, with a broad range of individuals at different levels of a large organization;
  • Effectively manage and track details of projects, priorities and deadlines;
  • Excellent planning and organizational skills;
  • Effectively work both independently and as a member of a team;
  • Handle projects independently, with absolute confidentiality and sensitivity to policies and procedures;
  • Provide administrative support, initiate and coordinate activities and follow up on related details;
  • Proven attention to detail and accuracy, ability to multi-task and manage deadlines;
• Two (2) years progressively responsible professional accounting and/or budgeting experience
• Two (2) years working in higher education setting in a support services capacity [Internship, volunteer, or related work that is commensurate with experience will be accepted.]
• Demonstrated ability to gather data, analyze, and prepare reports
• Proficient in professional written and verbal communication
• Ability to understand and apply applicable rules, regulations, policies, and procedures
• Strong computer skills, including experience with designing graphics, web content organization, data analysis, and mastery of MS Office Suite
• Demonstrated interest, ability, and/or experience promoting cultural humility, crisis care, student advising, universal accessibility, disability services, and/or diversity.
• Ability to act calmly and effectively in emergencies and when working with challenging students
• Ability to learn to adapt approach in interpersonal communication based on disability-specific needs
• Must be able to remain calm and think clearly and critically when interacting with highly distressed stakeholders. Distressed stakeholders could include individuals who are demanding, crying, yelling, and are behaving irrationally.
• Ongoing willingness to self-monitor own personal response to emotional stress and trauma permitting them to remain objective and effective in the role
• Familiarity with nondiscrimination laws, including the Americans with Disabilities Act
• Demonstrated ability to apply a responsive and flexible approach that is supportive of the needs including universal access of our students, faculty, staff and the public

Preferred Qualifications

• Bachelor’s degree from an accredited academic institution
• Five (5) years of progressively responsible professional administrative experience in student life, student affairs, disability services, or an equivalent combination of education, training, and experience.
• Demonstrated experience with EAB Navigate, AIM and/or Maxient
• Demonstrated experience with disability/accommodation services
• Demonstrated experience with supporting students in crisis
• Training or experience in: American Sign Language

Other Skills and Abilities

Core Competencies

• Professionalism
• Leadership
• Self-directed, and able to work with minimal supervision
• Able to work both collaboratively and independently
• Superior communication skills, verbal and written
• Organizational and analytical skills
• Discretion and confidentiality
• Appropriate exercise of independent judgment and delegated authority
• Demonstrated ability to actively think ahead, anticipate upcoming needs, and propose solutions
• Effective decision making

Job Duties

Office & Intake Management (70%)

• Oversee intake processes and team members by ensuring students have all necessary documentation before meeting with SASS case managers/team members
• Help monitor case management progress with the Student Accommodations and Support Services Team
• Assist with triaging student cases to prioritize the students in highest need are seen first
• Engage in low-level case management and help students connect with campus and community resources to support their needs
• Provide review and guidance, as needed, on student emergency fund requests
• Work with students on non-disability accommodation process (i.e., religious accommodations, etc.)
• Assist SASS administration with entering case notes into AIM; pulling data for analysis; and uploading letter and communication templates
• Develop and implement office procedures, policies, and systems
• Independently manage complex projects (e.g., operationalize a new program and issues, determine steps to completion, and successfully implement them)
• Stay current on processes for all Student Accommodations & Support services
• Assist in planning and coordination of outreach efforts as needed
• Monitor and maintain department equipment and materials inventory
• Assist with maintenance of department website and recruitment/marketing material
• Design, maintain, and upgrade department filing system including general office files, assessment, accreditation, and equipment and supplies inventory
• Exercise independent judgment and decision-making skills to resolve problems
• Develop and maintain documentation and databases to facilitate ongoing operations and special projects
• Maintain confidential scheduling and student information databases using AIM and MAXIENT programs. Input new students’ personal and demographic information as needed; input student appointment notes daily; track accommodation requests; input testing schedules; maintain inventory for adaptive technology and other supportive resources; develop and modify databases as needed; prepare data and charts for annual reports.
• Assist with intake forms; maintain confidential notes for students; file confidential student records; prepare and arrange confidential transfer of inactive student files to archives; prepare and arrange confidential destruction of student files older than seven years.
• Facilitate connecting students to the resources and support they need by responding to email; answering phones; updating forms; scheduling appointments; arranging outreach; collecting and logging receipts for budget reconciliation; resolving problems; answering questions; establishing procedures, etc.
• Respond to inquiries and complaints, assist students and others in accessing appropriate information and assistance as necessary.

Assistant to the Director for SASS (15%)

• Analyze problems and provide information, counsel and report to Director on actions
• Develop management reports that include historical reviews
• Evaluate administrative or procedural problems, and recommend solutions
• Represent the SASS as needed on campus committees
• Initiate and complete special projects including yearly assessment reports, as needed
• Serve as a policy resource, collect and distribute information
• Prepare and provide analysis of Maxient Reports
• Regularly attend staff meetings
• Coordinate administrative tasks
• Utilize delegated authority to make and implement plans, decisions, and commitments related to management policies and department business operations
• Interpret university and department policies

Budget Management (10%)

• Oversee the daily operation and management of SASS office space – including coordinating general office coverage and the provision of superior student support and service to visitors, mentoring and coaching front desk student staff, as needed.
• As needed and in collaboration with Student Accounting staff, develop and/or provide financial budget reports for SASS team as requested
• As needed and in collaboration with Student Accounting staff, support grant management including collecting grant data for proposals and decision-making, and reconciling grant budgets
• Establish and manage equipment maintenance and replacement plans
• Manage departmental purchasing cards
• Manage travel for staff, purchasing, and travel expense requests

University and Divisional Service (5%)

• Serve on division, University, and community committees as requested to support the work of SASS

Salary Information

The salary for this position is $60,301.44 up to $70,000, where the hired candidate will begin within this range is dependent on education, experience, and skills.

Special Instructions to Applicants

Submit your application materials through our online applications portal provided below. If you are unable to submit through the applicant portal, please contact Human Resources Services at (509) 359-2381.

To apply, visit https://jobs.hr.ewu.edu/postings/14615