Outreach Coordinator

Job Summary

Located in Salt Lake City, the University of Utah is a public, 4-year institution committed to providing exceptional academic and co-curricular experience for students and the University community. The “U” is a PAC-12 institution with over 33,000 students. Housing & Dining Programs (HDP) is home to over 5,000 students who live in a mix of historic and new construction, totaling 22 co-ed residence halls and 10 apartment buildings.

HDP continues to grow, with a 1,500-bed residence hall currently under construction on lower campus, slated to open in fall 2026. The University Housing Campus Master Plan calls for continued growth and construction to meet housing demand, with a stated goal of adding 5,000 beds over the next five years.

Reporting to the Assistant Director of Occupancy Management, the Housing Outreach Coordinator plays a key role in supporting communication and customer service operations within Housing & Dining Programs (HDP). This position manages the department's primary communication channels, including phone and email, and leads the development and delivery of outbound communications to students and families.

The role is responsible for ensuring clear, accurate, and consistent messaging across all stages of the housing experience, while providing high-quality support for complex or escalated inquiries. The Housing Outreach Coordinator works closely with teams across HDP and campus partners to assist students navigating housing processes such as applications, assignments, changes, and special requests.

This position contributes to a positive and responsive student experience by supporting high-volume communication cycles, maintaining messaging consistency, and identifying opportunities to improve communication and service delivery.

Responsibilities

Communications & Outreach

• Plan, coordinate, and execute outbound communication campaigns to students and families (e.g., housing deadlines, room selection, cancellations, billing, and key processes)
• Draft, review, and send communications from the main Housing & Dining Programs email account, ensuring accuracy, clarity, and consistency in messaging
• Manage communication timelines to support timely delivery of high-impact messages
• Tailor messaging for multiple audiences, including students, parents, and families
• Ensure consistency and accuracy in outbound communications by applying approved messaging and housing policy guidance
• Identify common questions and communication gaps and recommend updates to improve messaging effectiveness

Customer Service & Escalation Support

• Monitor and respond to inquiries through HDP's primary communication channels, including phones and the main email inbox, with a focus on complex or sensitive inquiries
• Ensure accurate, consistent responses and serve as a point of contact for escalated or sensitive inquiries requiring discretion and policy interpretation
• Route inquiries appropriately and collaborate with internal partners to support timely resolution
• Model exceptional customer service aligned with University of Utah and HDP values
• Identify recurring concerns and share observations to support service improvements

Administrative & Operational Support

• Maintain accurate electronic and paper records in compliance with FERPA and confidentiality standards
• Support administrative processes related to housing communications and service operations
• Assist with tracking communication activity and recurring inquiry themes to support operational awareness
• Maintain internal documentation and shared communication resources as needed
• Maintain a strong working knowledge of housing policies, procedures, and timelines to ensure accurate messaging
• Collaborate with internal partners (e.g., Accounting, Residential Life, Living Learning Communities, Dining) to ensure alignment in communications and referrals

Other

• Serve on departmental and/or campus committees.
• Other duties as assigned.

Work Environment

This position requires a consistent in-person presence on campus with a standard Monday-Friday schedule from 8:00 a.m. to 5:00 p.m., and occasional flexibility during peak operational periods.

Minimum Qualifications

Bachelor's degree in a related field or equivalency (one year of education can be substituted for two years of related work experience). Two years experience in collecting, organizing analyzing, and presenting data; and demonstrated human relations and effective communication skills required.

Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.

Preferences

• Experience developing or coordinating outbound communications (e.g., email campaigns, newsletters, or large-scale messaging)
• Proven ability to de-escalate conflict and deliver complex or sensitive information with tact and professionalism
• Experience working in a university or student housing environment
• Familiarity with housing operations, processes, and occupancy cycles
• Experience with housing management software (e.g., StarRez) or similar system
• Demonstrated ability to communicate effectively in writing, including drafting clear, concise, and audience-appropriate messaging
• Strong interpersonal, problem-solving, and customer service skills
• Ability to manage multiple priorities and maintain attention to detail in a high-volume environment