OPERATIONS AND ASSESSMENT SPECIALIST, Student and Desk Services

Job Description

Housing & Food Services (HFS) has an outstanding opportunity for an Operations and Assessment Specialist, Student and Desk Services.

This position supports assessment efforts of Housing and Food Services, system maintenance of Student and Desk Services software, and oversees reporting in Student and Desk Services. This position provides front facing customer services support through the Student Services office, Lander Regional Desk, and Oliver Regional Desk. This position supports HFS operations and ensures that Student and Desk Services activities conform to institutional, department, state and federal policies and/or regulations. SDS systems include, but are not limited to: StarRez Housing Management System (HMS), Student and Desk Services SharePoint sites, Card Access System (OnGuard), Mail Management Software (SCLogic), and department’s central email box.

Responsibilities

System Support (40%)

• Supports systems operations for the housing management database including application building and maintenance, system testing, system use, and training.

• Supports operations of systems which integrate with the housing management system including door programming, key management systems, mail management systems, and other integrations.

• Supports continuous improvement processes for housing management database including implementing new modules, making improvements to exist modules, and validating system integrations.

• Supports the quarterly transitions process from a systems, process, and communication perspective.

• Manages developing, documenting, maintaining user manuals and operating procedures for systems, and training users.

• Responds to and provides direct support for system issues reported by users.

• Coordinates on-going reporting by running weekly reports such as occupancy reports, housing demand reports, and alpha lists.

Reporting and data analysis (25%)

• Develops effective reporting tools and prepares routine reports weekly, quarterly, and annually.

• Identifies ways to maximize use of data in support of key activities

• Supports occupancy management and reporting strategies and ensure the timely and accurate production of housing reports, assessment and analytics.

• Assists with reviewing external and internal publications for accuracy and clarity

• Serves as a member of the HFS Assessment Committee.

• Provides training on Qualtrics, Tableau, and other assessment related department best practices.

• Supports analysis and report out efforts of department wide surveys and data collection.

• Supports analysis and report out efforts of Student and Desk Services surveys and data collection.

• Analyzes unit’s activities and trends and compares against best practices.

Customer Support (25%)

• Delivers customer service tasks and responsibilities including call answering, in-person assistance, email responses, and general administrative duties.

• Delivers desk services customer service efforts including mailroom support, front desk support, key management, and door programming.

• Positively supports and communicates with SDS staff and HFS units on customer service-related issues and ensure adequate support services are provided.

• Writes and sends email communications to students, HFS staff, campus partners and members of the public, including individual, bulk and merge emails.

• Provides consistent and courteous customer service via telephone, email and in person while enforcing all terms of the housing agreements.

• Resolves complaints from students, parents, University employees and the public.

• Adheres to UW branding guidelines, HFS style guide and Student Services communication standards.

General (10%)

• Maintains student privacy standards and confidentiality of information and records by adhering to FERPA guidelines and HFS policies.

• Communicates professionally, concisely, effectively and accurately with customers and employees both verbally and in writing.

• Coordinates projects in support of colleagues and managers.

• Maintains a clean, organized work area and promote environmentally sound systems and procedures.

• Uses software systems including the Housing Management System, SharePoint, Great Plains, Student Database and the Microsoft Office Suite.

• Be knowledgeable about HFS policies and procedures and support changes made by HFS management and administrative staff.

• Works independently without direction, follow through on all assignments and ensure work is complete, accurate and submitted in a timely manner.

• Supports all-department events including Spring move-out, Autumn move-in, Admitted Student Day, and other identified events.

• Attends special events and serve on Department and/or University committees as assigned.

• Performs other duties as assigned.

Supervision Received

Position works under general direction of the Assistant Director of Occupancy Management where work assignments are performed in accordance with guidance provided by supervisor. The employee coordinates, plans and organizes work, determines work methods and assists in determining priorities and deadlines. Completed work is reviewed in terms of the employee’s effectiveness, accuracy and timeliness in producing results.

Supervisory Responsibilities

N/A

IMPACT TO THE UNIVERSITY

• Maintain systems and processes that are compliant contributes to reduced liability.

• Accurate assessment of data and reporting related to occupancy management, student satisfaction, and programmatic success.

• Courteous, accurate, and timely communication with students and parents promotes a positive impression of the Department and the University.

• Decision-making may impact public relations for the University.

POSITION COMPLEXITIES

This position requires an understanding and recognition of the University’s complex and decentralized environment, and how to communicate and coordinate activities with multiple university units and systems. Systems impact record keeping and integrity of data regarding StarRez Housing Management system. Systems also impact Department relationships with students and campus colleagues. This position provides clear communication and customer service to a diverse student and staff population. Impacts decision-making has on reputations and relationships of the Department, Division, and University with visitors, prospective students, current students, their families, and the community. It is also responsible for supporting successful transitions of students during move-in and move-out period which has a direct impact on occupancy.

WORKING CONDITIONS

Regular Monday through Friday office hours with occasional hours required for special projects.

Minimum Qualifications

• Bachelor’s Degree or equivalent

Two years of full-time administrative experience.

• Experience or education that demonstrates the ability to quickly adapt to new software and web applications.

• Experience with front desk operations.

• Experience with assessment or data analytics.

• Excellent customer service and communication skills (in person, over the phone and in writing).

• Strong attention to detail.

• Ability to prioritize tasks in a complex business environment.

• Demonstrated success working both independently and within large, complex teams.

• Proficiency with PC including Microsoft Office Word, Excel, and PowerPoint applications, electronic mail, calendar scheduling and Internet.

Equivalent education and/or experience may substitute for minimum qualifications except when there are legal requirements, such as a license, certification, and/or registration.

Desired Qualifications

• Experience in a university housing or conference services office.

• Experience working with a housing software or housing management system, or a similar type of software.

• Experience developing training documentation and presentation materials for in-person and remote delivery.

Condition of Employment

• A satisfactory outcome from the employment verification and reference check processes is required prior to hire.

Compensation, Benefits and Position Details

Pay Range Minimum:

Pay Range Maximum:

Other Compensation:

Benefits:

Shift:

Temporary or Regular?

FTE (Full-Time Equivalent):

Union/Bargaining Unit:

About the UW 

Working at the University of Washington provides a unique opportunity to change lives – on our campuses, in our state and around the world.  

UW employees bring their boundless energy, creative problem-solving skills and dedication to building stronger minds and a healthier world. In return, they enjoy outstanding benefits, opportunities for professional growth and the chance to work in an environment known for its diversity, intellectual excitement, artistic pursuits and natural beauty. 

Our Commitment 

The University of Washington is committed to fostering an inclusive, respectful and welcoming community for all. As an equal opportunity employer, the University considers applicants for employment without regard to race, color, creed, religion, national origin, citizenship, sex, pregnancy, age, marital status, sexual orientation, gender identity or expression, genetic information, disability, or veteran status consistent with UW Executive Order No. 81.

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or [email protected]. 

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law.