Assignment Coordinator

Job Summary

The Assignment Coordinator oversees the coordination of residence offers and room assignments within student housing properties, managing workflow processes to ensure maximum occupancy across all Student Housing residence areas. With a focus on optimizing processes and leveraging advanced technology (Student Housing Database), this role manages complex administrative tasks, advises prospective and current residents, parents, and guardians as well as the UBC stakeholders. The Assignment Coordinator is an integral member of the Residence Admissions and Assignments team and actively contributes to initiatives that support the student residence experience under the direction and vision of Student Residence.

Organizational Status
Reports directly to the Manager Residence Administration or Assistant Manager, Residence Assignments and Administration and operates within the overarching guidance of the Associate Director, Residence Admissions and Administration.

Work Performed

Admissions and Assignments

• Oversees the coordination of room assignments and residence offer process across the Student Housing Inventory, giving priority to students with accessibility requirements, vulnerable student populations, and other identified priority groups.

• Reviews Centre for Accessibility (CFA) recommendations for priority housing requests, collaborating with CFA advisors as necessary to accurately convey information about the student housing inventory, ensuring fulfillment of student accessibility needs.

• Oversees transfer and cancellation requests, requests including communication departmental policies and of procedures. Regularly reviews these processes and makes recommendations to update/change to maximize efficiency.

• Ensures the provision of accurate information, guidance and direction on issues related to residence admissions, and eligibility, provide support and advising for new residents moving into residents outside of the regular contract periods.

• Responds to complex inquiries related to student housing policies and procedures.

• Investigates eligibility violations and takes appropriate action, coordinating with other relevant departments or units where necessary (eg. Faculty Academic Advising Units, Enrolment Services, Centre for Accessibility).

• Oversees the coordination of reviewing and processing subletting applications and communicates application outcome.

Data Management

• Generates and analyzes vacancy reports, monitors waitlists, implements processes to optimize occupancy and provides valuable insights into occupancy trends.

• Oversees the coordination of residence cancellation requests, assesses requests and provides recommendations for associated cancellation fees.

• Compiles and interprets complex statistical reports, including student- fee related reports, follows up on student housing fee arrears implementing payment plans and providing student financial assistance referrals where necessary.

• Assists in the maintenance of databases, ensuring that table data is accurate and up-to-date.

• Utilizes the advanced features of Student Housing Database for effective navigation and management of student residence assignments.

• Serve as a resource for colleagues, offering support and troubleshooting assistance related to the Student Housing Database.

Fee Payments and Refunds

• Co-ordinates the workflow process of all student housing and meal plan fee payments.

• Follows up on arrears and makes appropriate decisions to terminate contracts for non-payment.

• Follows up on student housing fee arrears (approx. 10-15% of monthly rental income) and delivers progressive reminder notifications and contract termination notices when necessary.

• Oversees the coordination of student housing fee arrears and coordinates with Residence Front Desk Supervisors to deny room access to residents whose accounts are in critical arrears.

• Negotiates deferments of student fees and monitors compliance.

• Coordinates student sponsorship payment process, in applicable cases.

Customer Service

• Delivers student-centered services and thorough advising to prospective and current residents, as well as parents and guardians. Offers accurate information on various complex topics, such as residence admission processes, eligibility criteria, student housing fees, and procedures for contract cancellation.

• Addresses resident concerns and complaints with tact and discretion, conducting investigations and gathering information from other student housing units (e.g., Residence Life, Facilities, and Building Services) to effectively resolve complex issues for which no formal policy, procedure, or precedence exists.

• Reviews appeals for priority access or special services, contract exemptions and eligibility issues.

• Communicates unfavourable information in person and in writing in a sensitive and diplomatic manner.

• Makes referrals to relevant on-campus and off-campus resources and support, as appropriate.

• Listens effectively and empathically and can understand the situation being presented.

Other Duties as Required

• Liaises with internal and external colleagues, as necessary and appropriate.

• Provide coverage for other assignment coordinators during breaks, holidays, and as otherwise required.

• Attends staff meetings and any scheduled training, as directed, to develop relevant knowledge and skills.

• Assists with additional administrative tasks as required, under the directive of their Manager, the Manager, Residence Administration, or Associate Director Residence Admissions and Administration.

Consequence of Error/Judgement
Interactions with Assignment Coordinators directly affect the quality of the residents’ experience. Poor performance including inaccurate or uncaring service affects the reputation of the department and may have negative consequences for students looking to access services. Position involves a great deal of independent decision-making and requires a high level of initiative, tact and judgement. Failure to perform to specific performance standards can result in not meeting deadlines, the loss of revenue due to unnecessary vacancies, and loss of public relations with internal or external colleagues and clients.

Supervision Received
Works independently with minimal supervision in the performance of daily tasks, under the Assistant Manager, Residence Assignments & Administration or Manager Residence Administration receives instructions on new assignments, but is required to complete recurring tasks and assignments independently.

Supervision Given
Provides formal training to new assignment coordinators and may oversee training of student employees. May oversee the work of Student Employees.

Minimum Qualifications
High School graduation, plus two year post secondary diploma, plus four years of related experience, or an equivalent combination of education and experience.

- Willingness to respect diverse perspectives, including perspectives in conflict with one’s own

- Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

- Related experience working in a Student Service environment an asset
- Knowledge of the UBC | Vancouver campus desirable
- Ability to communicate clearly and effectively verbally and in writing - Demonstrates ability to diffuse situations by utilizing active listening, remaining calm and in emotional control when customers are anxious, frustrated, or angry

- Exercise tact and discretion when discussion problems and eliciting information that is sensitive or confidential in nature

- Ability to maintain accuracy and attention to detail.

- Demonstrates ability to effectively use word processing, spreadsheet, database, and email applications at an elevated level (e/g/ Outlook, MS Word, MS Excel, Adobe Acrobat, PowerPoint)
- Ability to perform work in accordance with established procedures and practices requiring initiative to plan and complete recurring assignments independently and handle frequent interruptions.

- Prioritize, multi-task and work effectively under pressure to meet deadlines

- Work effectively independently, with minimal supervision, and assess where support is needed in a team environment

- Exercise judgment and initiative in problem resolution within a team environment

- Ability to adapt to new and changing systems