Assistant Director of Resident Services

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College Park, MD,US

Job Title: Assistant Director of Resident Services

Location: South Campus Commons, The University of Maryland in College Park, MD

Reports to: Associate Director

Salary: $47,000.00-$50,000.00 per year and a comprehensive benefits package

FLSA Status: Exempt

Summary

The Assistant Director of Resident Services is a full-time position, responsible for the management of three 24-hour service desks in an undergraduate student apartment community.  Duties include, but are not limited to, paraprofessional staff supervision, desk operation management, administration, staff development, key management, and customer service. Projecting a customer-focused and professional image through in-person, e-mail, and telephone interaction with all internal and external customers is essential.

Essential Duties and Responsibilities

  • Lives on site and participates in 24-hour emergency response rotation assessing the situation and with the best course of action.
  • Oversees the administration of customer service by supervising three 24-hour service desks.
  • Supervises three paraprofessional staff members and indirectly supervises approximately 60 student employees.
  • Provides supervision, training, and evaluation of staff.
  • Conducts regular performance reviews; holds staff accountable; and addresses complaints and resolves employee issues.
  • Plans and implements semi-annual training of student employees.
  • Coordinates the interview, hiring, and training of student employees.
  • Reviews and inputs all key, swipe, and improper check-out billing for residents.
  • Plans assign and direct workflow of staff.
  • Ensures that all service desks are staffed and schedules are updated and posted.
  • Coordinates with Resident Life regarding service desk needs.
  • Plans and leads weekly staff meetings with Community Assistant Supervisor staff.
  • Attends regularly scheduled meetings for Community Assistant staff members.
  • Reviews emergency information provided at the desk on a regular basis.
  • Conducts regular key audits at all three service desks.
  • Oversees the package log system.
  • Monitors equipment such as carts and swipes at the service desks.
  • Ensures that the service desks have adequate supplies.
  • Communicates with residents via email as needed.
  • Implements comprehensive Community Engagement plan, in collaboration with other staff members.  This includes activities at the desks, social media posts, and other resident outreach.
  • Oversees the request and distribution of Sabbath Keys for residents.
  • Manages resident building access via the access control security system.
  • Coordinates the move-in process with the Associate Director and Assistant Director team.
  • Assists with integral processes including move-out, turn, leasing, and move-in.
  • Contacts appropriate staff and reports to the service desk in times of emergency.  
  • Provides administrative function for day-to-day site operation.
  • Serves in a front line, on-call rotation with four other Professional Staff members.
  • Develops a working knowledge of South Campus Commons operations.
  • Coordinates documentation and communication for the Emotional Support Animal and Service Dog in Training review/approval process.
  • Manages the student staff development budget and the budget for desk supplies.
  • Maintains regular office hours Monday thru Friday.

Work Hours:
Monday-Friday 8:00 am – 5:00 pm and serving on a 24-hour on-call duty rotation. 

Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The work environment is mid-to-high paced.  The noise level in the work environment is usually moderate. 

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to walk, climb stairs and reach with hands and arms. The employee is occasionally required to stand and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and distance vision. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience Required:
Bachelor’s degree in related field and at least three years related experience and/or training.   Two years of related experience may be substituted for a degree.

Skills Required:
Language Skills  Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.  

Mathematical Skills -Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability – Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.  Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills – To perform this job successfully, an individual should have knowledge of Microsoft Word, Excel, and Outlook.

Other Skills and Abilities – Ability to operate basic office equipment including photocopier, fax, and telephone.  Basic typing and computer skills.


Other Information

Salary commensurate with experience. Competitive benefits package, including health benefits, dental benefits, vision coverage, and 401K.

Applicants must be able to pass a pre-employment background check and drug screening.

If you are unable to apply because of incompatible assistive technology or a disability, please contact recruitment@cocm.com. We will make every effort to respond to your request for assistance as soon as possible.