Housing Operations Analyst

Posting Number: SS0588

Position Information

Division: VP, Students & Community Engagement

Department: Student Housing

Supervisor Title: Manager, Student Housing

Location: Comox Valley(CV)

Posting Type: Internal/External Posting

Position Status: Regular

Desired Start Date: 01/06/2025

Weekly work schedule: Monday to Friday 0830-1630

%: 100%

Pay Grade: N: (Interim) $36.45 - $38.76

Position Summary

Reporting to the Manager, Student Housing or designate, the Housing Operations Analyst (HOA) is responsible for on-campus housing admissions, assignments, and occupancy management for over 217 bed spaces. The HOA is responsible for the maintenance and effective utilization of all aspects of the StarRez housing management system, ensuring adherence to policies and optimizing occupancy to support the student experience.

The HOA develops and distributes housing-related communications, serves as a liaison for inquiries and updates, monitors and manages occupancy data, and ensures accurate reporting. The HOA will assist with hiring, training, and supervising student employees, and ensure the effective application of housing policies, oversee move-in/move-out processes, and respond to emergency situations following established protocols.

Position Competencies

• Job Knowledge
• Judgment
• Teamwork
• Planning & Organization
• Customer Service Excellence
• Communication & Interpersonal Skills

Duties & Responsibilities

Summary of Key Responsibilities (job functions include but are not limited to):

Housing Management System

• Serve as the primary administrator for the student housing management system, currently StarRez, and collaborate with other departments to maintain Colleague integrations.
• Work extensively with StarRez housing information system to set up and maintain modules and reporting.
• Troubleshoot issues expressed by users and administrators, communicating with and managing StarRez and IT tickets as necessary.
• Administer security settings and user access for department users and internal partner users, in accordance with established procedures.
• Manage the accuracy of information contained in the system by running periodic audits.
• Responsible for all annual administrative updates to the system including but not limited to updates to the application and admissions, billing and fee, facilities and student conduct information, and the student portal.
• Work with the Manager, Student Housing, to build fee and billing tables within StarRez to ensure smooth transfer of information.
• Perform detailed documentation of the occupancy management processes and provide opportunities to automate tasks where applicable.
• Analyze and implement technological systems and processes for all assignments and business processes in StarRez.
• Perform detailed documentation of the housing management system processes and recommend to Manager, Student Housing, where opportunities are to automate repetitive tasks.

Admissions and Assignments

• Under the general direction of the Manager, Student Housing, develop, implement, and evaluate annual and ongoing room selection/assignment processes for NIC Student Housing.
• Manage and coordinate all room assignments and changes in student housing and communicate/resolve problems in accordance with established procedures.
• Interpret and apply procedures and make decisions on assignments with attention to the student experience and maximizing occupancy.
• Communicate housing assignments and changes.
• Receive, coordinate, and oversee requests and bookings for space within student housing.
• Assist students and staff with concerns and policy interpretations; respond verbally and/or in writing to inquiries or concerns and resolve situations.
• Help to design and execute processes associated with checking into and out of assigned spaces in partnership with other campus partners, e.g., Facilities.
• Coordinate timelines and project plans for each application and admissions process.
• Manage student records in StarRez.
• Implement transfer requests and reassignment processes in coordination with the Manager, Student Housing.
• Coordinate the room cancellation/withdrawal processes.
• Coordinate the housing accommodation request process including collaborating with campus partners (for example, the Department of Accessible Learning Services) to ensure students are assigned and accommodated appropriately.
• Coordinate all early arrival and late stay processes.

Communications

• Coordinate all correspondence regarding housing admissions and assignments, fees, availability, and general questions regarding student housing to ensure students and partners receive accurate, up-to-date information.
• Participate in the creation and distribution of all departmental promotional materials and publications including but not limited to the website, departmental brochures, and the student housing handbook.
• Ensure accuracy of the student/family housing web page and communicate with prospective students as needed.
• Responsible for providing edits and up-to-date information on housing for other departments.
• Meet with students for a variety of reasons including but not limited to requests for changes for occupancy needs.
• Coordinate the administrative portion of move-in day for student housing.

Occupancy Management & Reporting

• Receive and review move-out requests, including the application of appropriate fees.
• Collect data about occupancy and communicate information to the Student Housing team.
• Exchange information with other campus partners whose work impacts occupancy (e.g., Admissions, Recruitment, Financial Services, etc.).

Leadership

• Assist with student employee hiring, training, scheduling, and accountability.
• Work with the Student Engagement team during campus events and activities.

Administrative Tasks and Other Related Duties

• Implement and enforce the policies outlined in the Housing Handbook, enhancing the community and safety within Student Housing.
• Staff the front desk within student housing as needed.
• Participate in planning and execution of move-in/move-out processes, working collaboratively with housing staff.
• Provide courteous and professional customer service to students on a year-round basis.
• Follow customer service and student development guidelines.
• Respond to voicemail and emails in a timely manner.
• Be knowledgeable of emergency response procedures and respond to emergency or crisis situations using documented procedures to assess and manage risk. Activate the Student Life Emergency Response System, when appropriate.
• Call-out hours outside of the College’s regular operational hours will be required during peak operational times.
• Perform other duties as assigned.

Required Education & Experience

• Bachelor’s degree in a related discipline.
• A minimum of (2) two years of experience related to occupancy management, housing or college admissions, or database management.
• Experience working in higher education or a similar environment, particularly in student housing or student life.
• Experience will include risk assessment and crisis management procedures.

Required Knowledge Skills & Abilities

• Proficiency in housing management systems, particularly StarRez, including module setup, troubleshooting, and reporting.
• Experience managing relational databases, such as Colleague, and performing data audits for accuracy.
• Advanced skills in configuring and maintaining system security, user access, and billing/fee tables.
• Ability to document, analyze, and recommend process improvements, including automation opportunities.
• Familiarity with technological systems for occupancy management and business processes, such as StarRez.
• Knowledge of room assignment processes, including student housing policies and procedures.
• Ability to interpret and apply housing policies while maximizing occupancy and enhancing the student experience.
• Skilled in managing requests for accommodation, early arrivals, late stays, and transfers.
• Experience coordinating with campus partners to address housing accommodation needs.
• Strong written and verbal communication skills for engaging with students, families, and campus partners.
• Proficiency in creating promotional materials, maintaining website accuracy, and ensuring effective messaging.
• Excellent customer service abilities, including conflict resolution and responding to inquiries promptly.
• Experience managing occupancy data and generating reports to inform housing operations.
• Ability to collaborate with campus partners, such as Admissions, Recruitment, and Financial Services, to optimize occupancy.
• Skills in training, scheduling, and managing student employees.
• Ability to work collaboratively with student engagement teams during events and activities.
• Strong organizational abilities for managing timelines, project plans, and move-in/move-out processes.
• Detail-oriented approach to enforcing housing policies, managing records, and ensuring safety within student housing.
• Capacity to respond to emergency situations and activate response systems as needed.
• High level of cultural humility and demonstrable intercultural experience.
• Demonstrated understanding and respect for Indigenous cultures, histories, and traditions for the combined 35 First Nations of the Nuu-chah-nulth, Kwakwaka’wakw, and Coast Salish traditions, on whose traditional and unceded territories the College’s campuses are situated.
• Ability to foster inclusivity and cultural safety for Indigenous students in housing assignments and accommodations.
• Experience working with Indigenous organizations or community partners to support culturally appropriate services and spaces.
• Knowledge of UNDRIP principles and their application in housing and student support services.
• Familiarity with housing-related accessibility practices and collaboration with services like Accessible Learning Services.
• Current Criminal Record Check which includes successful completion of a vulnerable sector check.
• Adheres to and actively promotes health and safety policies.
• Able to lift 20 kg.

Special Instructions to Applicant

Please scan copies of your transcripts into one document for attachment. If your transcripts are not available at the time of application, please attach a letter or certificate of confirmation from the educational institution.

Posting Detail Information

Posting Open Date: 12/13/2024

Posting Close Date: Open Until Filled