Type of Appointment: Full Time, Probationary
Job Classification: Housing Operations Professional II
Anticipated Hiring Range: $3,879 - $4,500 per month
Work Schedule: Monday- Friday; 8am-5pm
THE DEPARTMENT:
As a department within the Division of Student Affairs, University Housing Services (UHS) is responsible for delivering a comprehensive student housing experience, which includes operations in residential life, business operations, facilities management, conference services, and information systems. The department has an annual operating budget of approximately $30 million, makes $2 million in annual capital improvements, and houses over 2,800+ students. The department has approximately 50 full-time professional staff persons and is complemented by a student staff of approximately 200.
DUTIES AND RESPONSIBILITIES:
Application & Process Management
- 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.
Assignments & Contracting Management
- 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.
Accounts Receivable
- 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.
Communication & Customer Service
- 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.
General Responsibilities
- 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.
QUALIFICATIONS:
- 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.
PREFERRED QUALIFICATIONS:
- 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.
Out of State Work
The California State University (CSU) system is a network of twenty-three public universities providing access to a quality education through the support of California taxpayers. Part of CSU’s mission is to prepare educated, responsible individuals to contribute to California’s schools, economy, culture, and future. As an agency of the State of California, the CSU’s business operations almost exclusively reside within California. The CSU Out-of-State Employment Policy prohibits hiring employees to perform CSU-related work outside California. For more information, go to the California State University Out-of-State Employment Policy.
Background Check
Cal Poly Pomona will make a conditional offer of employment to final job candidates, pending the satisfactory completion of a background check (including a criminal records check). The conditional offer of employment may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. In determining the suitability of the candidate for the position, Cal Poly Pomona will give an individualized assessment to any information that the applicant submits for consideration regarding the criminal conviction history such as the nature, gravity and recency of the conviction, the candidate’s conduct, performance or rehabilitation efforts since the conviction and the nature of the job applied for. For more information, go to the California State University Background Check Policy.
CSU Classification Salary Range
This position is part of the CSUEU bargaining unit 9. The CSU Classification Standards for this position are located on the CSU Classification Standards website. The CSU Salary Schedule is located on the CSU Salary Schedule website. The classification salary range for this position according to the respective skill level is: minimum $3,879 and maximum $7,488 per month. Please refer to the anticipated hiring range for the appropriate salary rate for this particular position.
Employment Eligibility Verification
Cal Poly Pomona hires only individuals lawfully authorized to work in the United States. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. For more information, go the I-9 Acceptable Documents website.
University Driving Requirement
Positions that require driving for university business by using a personal or state vehicle must comply with the Authorized University Driver Policy. Driving records are monitored and evaluated by the Risk Management Department. The Risk Management Department evaluates a good driving report based on the following criteria. The driver must: 1. Have a valid California or other State Driver’s license. 2. Have no more than 3 motor vehicle violations or been the cause of 3 accidents in a 12-month period (or any combination of 3 thereof) 3. Not have more than 3 DMV Points, if their license is Class C or, 4. Not have more than 5 DMV Points, if their license is Class A, B, or C with endorsements. For more information, go to the Authorized University Driver Policy.
Conflict of Interest
This position is a “designated position” in the California State University’s Conflict of Interest Code. The successful candidate accepting this position is required to file financial interest disclosure forms subject to state regulations. For more information, go to the Conflict of Interest policy.
Child Abuse/Neglect Reporting Act (CANRA)
The person holding this position is considered a “mandated reporter” under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment. Read more at the California Child Abuse and Neglect Reporting Act policy.
Security & Fire Safety
In compliance with state and federal crime awareness and campus security legislation, including The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, California Education Code section 67380, and the Higher Education Opportunity Act (HEOA), Cal Poly Pomona’s Annual Security Report and Annual Fire Safety Report are available for viewing at the Cal Poly Pomona’s Annual Security Report and Cal Poly Pomona’s Annual Fire Safety Report.
Pay Transparency Nondiscrimination
As a federal contractor, Cal Poly Pomona will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. For more information, see the Pay Transparency Nondiscrimination Provision poster.
Reasonable Accommodation
We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact the ADA Coordinator by email at ADACoordinator@cpp.edu. For more information, go to Employment Notices.
Equal Employment Opportunity
Consistent with California law and federal civil rights laws, Cal Poly Pomona provides equal opportunity in employment without unlawful discrimination or preferential treatment based on race, sex, color, ethnicity, or national origin. Our commitment to equal opportunity means ensuring that every employee has access to the resources and support they need to thrive and succeed in a university environment and in their communities. Cal Poly Pomona complies with Title VI of the Civil Rights Act of 1964, Title IX of the Education Amendments of 1972, the Americans with Disabilities Act (ADA), Section 504 of the Rehabilitation Act, the California Equity in Higher Education Act, California’s Proposition 209 (Art. I, Section 31 of the California Constitution), other applicable state and federal anti-discrimination laws, and CSU’s Nondiscrimination Policy. We prohibit discriminatory preferential treatment, segregation based on race or any other protected status, and all forms of discrimination, harassment, and retaliation in all university programs, policies, and practices.
Other Notices
For other important employment notices, we invite you to visit Cal Poly Pomona’s Employment Notices web page.
