Associate Director, Housing Assignments & Communications

About this role

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 wi

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