Housing Services Coordinator

Date Posted: 06/25/2024

Req ID: 38252

Faculty/Division: UofT Scarborough

Department: UTSC:Student Housing & Residence Life

Campus: University of Toronto Scarborough (UTSC)

Position Number: 00056247

Description:

About us:

The University of Toronto Scarborough is a place of energy, enthusiasm and passion. Our commitment to inclusive excellence attracts the brightest learners, scholars and employees from around the globe. Our success has been made possible by the opportunity given to us by our Indigenous hosts to operate on their territory, and we cherish our continuing partnerships with these communities. The University of Toronto Scarborough is an exciting campus with unlimited potential. Join us on our journey.

The Department of Student Housing and Residence Life is committed to creating an inclusive and welcoming environment that is conducive to students’ personal and academic success. Our department is responsible for planning and directing all aspects of the University of Toronto Scarborough’s student residences in order to provide accommodations and a community that promotes the development of our students. We work collaboratively with student service professionals across the campus in order to provide a wide range of activities, services and supports to enhance the quality of student experience.

This search aligns with the University’s commitment to strategically and proactively promote diversity among our community members (Statement on Equity, Diversity & Excellence). Recognizing that Black, Indigenous, and other Racialized communities have experienced inequities that have developed historically and are ongoing, we strongly welcome and encourage candidates from those communities to apply.

Your opportunity:

Reporting to the Manager, Housing Operations and Administration, and as a key member of the Student Housing and Residence Life team, you will develop and oversee the day-to-day service delivery requirements and operational needs of customer service processes in residence, including mail delivery activities, informing contacts of maintenance work, service interruptions and other urgent notices, liaising with facilities staff to facilitate resolution of building issues, applying established standards to control the distribution of access to residence spaces, developing content and maintaining information on digital platforms to promote service offerings to internal and external clients, and responding to and resolving service complaints.

You will develop and coordinate services and procedures needed to deliver comprehensive reception services and responses to inquiries from students, prospective students, families, guardians, faculty, staff and landlords. This includes how students may apply to residence or conduct a search for accommodations off campus and how to approach and resolve issues that may occur during an on campus or off campus living experience. You will also recruit, train, and supervise reception staff to execute the delivery of high quality student service.

Your responsibilities will include:

• Resolving issues within the scope of the role and escalating problems as required (e.g. mail service issues, making referrals to other resources or services)
• Determining logistical details required for mail room and mail delivery activities
• Applying established standards to control the distribution of access to designated University spaces
• Liaising with facilities or caretaking staff to facilitate resolution of building issues
• Analyzing customer service procedures and making recommendations for improvements
• Developing content for marketing and/or promotional materials (e.g. promoting programs and services offered)
• Facilitating educational workshops and seminars (e.g. student-tenant workshops and training for student staff)
• Coordinating the recruitment process and training of casual staff

Essential Qualifications:

• Bachelor’s Degree or an equivalent combination of education and experience
• Minimum three (3) years of related experience coordinating effective operational administrative services in a residence or other post-secondary student service related area
• Experience with records management database systems (e.g. StarRez) and/or student information systems
• Experience with building access management systems (e.g. SALTO, Persona)
• Demonstrated experience developing content and facilitating information sessions
• Experience using web content management systems to maintain digital and social media platforms
• Demonstrated experience using databases to facilitate business processes by generating and analyzing data and reporting
• Experience supervising and training staff
• Strong interpersonal, problem-solving, mediation, analytical and organizational skills
• Strong leadership skills and customer-service focused in order to assist and work with students, parents and landlords
• Excellent presentation and communication skills (oral and written), in order to deliver effective workshops, market and promote services and write procedural documentation and processes
• Ability to be tactful, professional and sensitive while working with a diverse student population, in order to build trust and confidence, enhance the student experience and assist with varying needs and circumstances
• Strong proficiency with MS Office (Word, Excel, PowerPoint, Outlook), survey tools (e.g. Campus Labs), housing related databases (e.g. StarRez, Student Information Systems), web content management systems
• Strong attention to detail and ability to prioritize work, particularly during peak periods and to meet deadlines
• Must show evidence of a commitment to equity, diversity, inclusion, and the promotion of a respectful and collegial learning and working environment

Assets (Nonessential):

• Familiarity with the Residential Tenancies Act and Toronto’s rental housing market
• Knowledge of the University of Toronto Scarborough and its student services

To be successful in this role you will be:

• Approachable
• Communicator
• Possess a positive attitude
• Problem solver
• Resourceful
• Tactful
• Team player

Notes:

• A copy of the full job description is available upon request from the UTSC HR Office.

Closing Date: 07/07/2024, 11:59PM ET

Employee Group: USW 

Appointment Type: Budget – Continuing 

Schedule: Full-Time

Pay Scale Group & Hiring Zone: 

USW Pay Band 11 — $73,748 with an annual step progression to a maximum of $94,310. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol. 

Job Category: Hospitality

Lived Experience Statement

Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.

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