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Job Description

• Oversees the UHS housing application process and ensures that systems and procedures support a positive student and family experience. This includes close collaboration with IT Systems, Enrollment Services, and Cal Poly Pomona Enterprises to streamline housing processes and maintain alignment with university operations. Key responsibilities include: Utilizing housing software (StarRez) to manage and improve the application process and user experience.
• Monitoring and analyzing occupancy levels, generating reports, and recommending strategies to achieve target goals.
• Evaluating and implementing new processes within the housing management system, including application functions, custom reporting, and tracking procedures.
• Coordinating check-in and check-out procedures in alignment with other departmental and campus-wide operations.
• Working with IT and Facilities on room readiness, access control systems and residential key processes.

• Manages contracting, assignments, and room selection processes to ensure timely, accurate, and transparent service for residents and campus partners. This role also supports specialized student populations and coordinates closely with academic and student support programs. Key responsibilities include: Coordinating the development, approval, and distribution of annual license agreements.
• Managing waiting lists, resident assignments, and rosters to support optimal occupancy.
• Reviewing and processing assignment change requests, exemptions, and cancellations, ensuring timely backfilling of vacancies.
• Supporting specialized housing needs by collaborating with Athletics, Renaissance Scholars, Disability Resource Center, Kellogg Honors College, and other partners.
• Serving as the primary point of contact for assignment-related inquiries from students, parents/families, and prospective students.

• Responsible for managing accounts receivable functions related to student housing fees, totaling approximately $40 million annually. This requires strong communication with students and families, as well as collaboration with Student Accounting & Cashiering Services and Financial Aid. Key responsibilities include: Coordinating the distribution of communications regarding housing confirmations, billing, meal plans, assignment notifications, and waitlist updates.
• Managing outreach to residents with enrollment or payment issues, and collaborating with university offices to verify student status. ⦁ Researching, analyzing, and reconciling account discrepancies in collaboration with Student Accounting & Cashiering Services and Financial Aid & Scholarships.
• Coordinating administrative holds and eviction processes when necessary.
• Supporting annual processes for room rate setting, occupancy projections, and revenue forecasting.
• Monitoring and reporting on revenue reconciliation for University Housing Services and Cal Poly Pomona Enterprises Dining Services.

• Serve as the primary point of contact for students, parents/families, and prospective students regarding all housing-related processes.
• Respond to a high volume of inquiries via email, phone, and in person with accurate, timely, and professional information.
• Provide regular communications about key UHS processes, including applications, assignments, move-in, move-out, waitlists, billing, and cancellations.
• Address a wide range of concerns, including complex or emotionally charged situations, with empathy, patience, and professionalism.
• Utilize strong problem-solving and conflict-resolution skills to de-escalate challenging interactions and ensure students and families feel supported and informed.

• Process Coordination: Partner with UHS Administrative Analysts and Administrative Support Coordinators to ensure consistent, efficient housing operations.
• Training & Communication: Provide housing information, presentations, and training to UHS staff/student leaders, campus partners, students, and parents/families. Document business processes and train staff and student leaders in housing systems and procedures.
• Cross-Functional Support: Serve as back-up for other Administrative Analysts as needed.
• Other Duties: Perform additional tasks as assigned to meet the operational needs of University Housing Services.

• Bachelor's Degree - or equivalent in a related field and
• Two years of relevant experience. Additional experience which demonstrates acquired and successfully applied knowledge and abilities shown above may be substituted for the required education on a year-for-year basis. An advanced degree in a related field may be substituted for the required education on a year-for-year basis.
• Foundational knowledge of housing operations and policies. Ability to analyze and address problems using reasoning and application of standard practices and procedures. Demonstrated communication and interpersonal skills to effectively present information in a clear and concise manner. Ability to follow guidelines and provide input and feedback as required and applicable. Ability to work independently as well as part of a team, with a student service-oriented approach. Flexibility to adapt to changing priorities and deadlines. Organizational skills to plan, organize, and prioritize work. Computer skills to appropriately use technology and relevant software packages as required. Working skills and knowledge of housing operations including housing operations systems, policies, procedures, laws and regulations, and best practices. Working knowledge of student organizations, collegiate policies, and communications. Strong organizational skills to plan, organize, and prioritize multiple projects and large operations. Strong analytical skills to assess operational efficiency and support budget management. Ability to provide lead work direction and training to students and housing support staff. Strong communication and interpersonal skills to work effectively in a diverse environment and effectively gain buy-in from students and parents. Proficiency in using housing operations software and/or related equipment.

• Outstanding writing, oral communication, and organizational skills; demonstrated experience with all major areas of the position; thorough knowledge of policies, procedures, and outside regulations pertaining to the administrative specialty; working knowledge of operational and fiscal analysis techniques; ability to take the initiative and independently plan, organize, coordinate and perform work in various situations where numerous and diverse demands are involved; ability to anticipate, investigate, and analyze problems and address them proactively; ability to work occasional weekends and evenings to meet customer needs; demonstrated success with supervising administrative support staff in a busy, high customer contact office.
• Previous experience with StarRez and Oracle PeopleSoft software applications.