UA Resident Services Coordinator

BLANK AST 3 (004722)

UCPath Position ID: 40113807

Position Description History/Status

For Reference ONLY - PeopleAdmin JA Number:

601249

Approved Date:

9/4/2024 10:23:02 AM

Date Last Edited:

9/4/2024 10:22:59 AM

Last Action Effective Date:

8/1/2023

Organization Details

Business Unit (Location):

LACMP

Organization Code:

5000O

Organization:

ADMINISTRATIVE VICE CHANCELLOR         

Division Code:

5901D

Division:

ADMINISTRATION                         

Department:

317500 - UNIVERSITY APARTMENTS

Position Details

UCPath Position Number:

40113807

Position Description ID

164671

UC Payroll Title:

BLANK AST 3 (004722)

Personnel Program

Professional and Support Staff (PSS)

Salary Grade:

STEPS

Job Code FLSA:

Non-Exempt

Union Code (Collective Bargaining Unit):

CX: Clerical & Allied Services

Employee Relations Code:

E: All Others - Not Confidential

Employee Class (Appt Type):

2 - Staff: Career

Full-Time Equivalent (FTE)

1

SUPERVISION

UCPath Reports to Position Number:

40194370

Reports to Payroll Title:

ADMIN SUPV 1

UCPath Department Head Position Number:

40043252

Department Head Payroll Title:

ADMIN MGR 2

CLOSE SUPERVISION - Indicates that the incumbent is assigned duties according to specific procedures. Work is checked frequently, and in addition there may be formal training.

POSITION SUMMARY

In conjunction with management of University Apartments, the incumbent will coordinate apartment allocations with Housing Assignments Office preparation and completion of move-in/out processes and paperwork, track tenant information, monitor occupancy, move-in and move-out dates to ascertain compliance with University requirements and contract agreement provisions. Work at the University Apartments Resident Services office reception/functions and monitor quality of service, making sure that customer service standards are met and contact with the public is reflective of operating policy. In conjunction with management, train new staff. Monitor the workflow of the Resident Services Office daily so that priority assignments are completed in a timely manner. Maintain Keywatcher and keycard inventories and issuances in accordance with University policy. Walk the complexes and report safety/security concerns to facilities and management. Mediate individual, tenant-tenant and tenant-landlord disputes by holding formal mediation meetings and regularly interpreting/enforcing UCLA policy as it applies in individual circumstances or work with Residential Life for those issues that are referred to their office for mediation, etc. Complete other duties, as assigned.

At UCLA Housing & Hospitality Services (H&HS), you become part of UCLA's tradition of excellence by providing quality housing, dining, and hospitality services to student-residents, faculty, staff, and campus visitors. We believe there's more to a job than simply being employed. In addition to competitive salaries and comprehensive benefits and retirement plans, H&HS team members enjoy significant opportunities for professional and personal growth in a supportive work environment. No matter what your role, you will join more than 2,600+ H&HS team members who understand that our motto Hospitality First! means that a warm, gracious attitude makes a difference in the lives of the people we serve.

APARTMENT ALLOCATIONS AND REPORTING

A1. In Coordination with Housing Maintenance prepare and/or coordinate the move-in process using the appropriate reports. A2. Monitor Occupancy, move-in and move-out dates to ascertain compliance with university requirements and rental agreement provisions. A3. Prepare paperwork and updates of database, miscellaneous charges, and coordinate move-ins/outs (as appropriate for tenants. (E) A4. Coordinate tours of the apartment complex, including vacant units, for prospective tenants, when possible. A5. Review reports of units for which Notices of Intent to Vacate (NITV) have been recieved and ensure there is an associated ready date for a new tenant to move in. (E) A6. Ensure all tenants are informed of contract end dates and move-out process and work collaboratively with Housing Maintenance to ensure timely readiness of units, including preparation of both vacant units and assigned incoming units. (E)  A7. Maintain and monitor Progress report on a daily basis. (E)  A8. Coordinate with Housing Assignments Office any tenant transfer and cancellation requests for tenants wishing to change their status. (E) A9. Serve tenant(s) with 3-day notices and 30- or 60-day notices to initiate the unlawful detainer process. Follow up occupancy checks as warranted. Attend court actions, as warranted. (E) A10. Respond to special requests, as needed. (E)

20%

TENANT AND PUBLIC RELATIONS

B1. Explain options and counsel tenants, as appropriate, housing policies and procedures, rules and regulations at move-in and advise of consequences should violations occur. (E) B2. Respond to all tenant inquiries timely whether by telephone or email or department within 24-hours as to receiving the tenant inquiry and provide a reasonable timeframe for resolution such as 72-hours should additional information from management be required. (E) B3. Communicate with residents by initiating posting notices and bulletins for apartment distribution. (E) B4. Address inquiries and complaints from tenants regarding property management and consult with Housing Maintenance on all maintenance concerns. (E)   B5. In conjunction with Residential Life, establish tenant responsibility for negligence and initiate damage charges, as required. (E) B7. Meet with individual tenants and members of the general public, as necessary, to efficiently assist in the management of University Apartments operations. (E)  B8. Interact cooperatively and diplomatically with large numbers of culturally diverse tenants, many of who English is a second language. Provide excellent customer service by consistently maintaining a cheerful demeanor, greeting residents, and responding timely and in an appropriate manner. (E)   B9. In conjunction with Residential Life, work with individual tenants to explain and/or enforce adherence to the University Apartments Rules and Regulations. (E)  B10. Investigate all tenant concerns or complaints and make recommendations and/or take action to resolve the situation, including referring to Residential Life for resolution. For potential cases that may escalate, communicate information to University Apartments management as appropriate. (E)   B11. Establish working relationships with Housing Assignments Office and Accounts Receivable team members to ensure the effective and timely flow of information. (E) B12. Maintain positive relationships with all tenants at all times. Contact tenants intermittently for customer service to initiate customer feedback and report/work with Housing Maintenance to resolve any discovered issues that may arise. (E) B13. Train and assist other team members (including students) to explain the move-in and move-out processes, information regarding the complex and the Residential Life program. (E) B14. Maintain a friendly, polite, and knowledgeable communication style towards tenant/public and campus officials both over the phone and in-person.

20%

SPECIAL PROJECTS & COMPUTER SYSTEMS

SPECIAL PROJECTS E1. Assist University Apartments management with special projects, as required. Other duties as assigned by supervisor. (E)  COMPUTER SYSTEMS E2. Utilize assigned software programs to maintain information and report issues as needed. (E) E7. Assist with information to improve property management reports regarding assessment of building walks, renovation reports, inventory and damage forms, etc. (M)

10%

PROPERTY MANAGEMENT

PROPERTY MANAGEMENT C1. Walk, assess, and monitor common areas and report any concerns/issues to Housing Maintenance and Custodial team with work orders and follow up with Housing Maintenance for completion. (E) C2. In conjunction with Residential Life, during regularly scheduled building walks, address any Rules and Regulations violations by sending letters/warnings to residents. (E) C3. Assist Custodial Supervisor in assessing furniture control including inventory, where applicable. (E) C4. Collaborate with Housing Maintenance on pre-inspections and final move-out inspections of apartments when vacated and coordinate with Housing Maintenance to determine damage charges for vacating tenant. (E) C5. Inspect all apartments prior to occupancy to ascertain apartment is ready for incoming resident. Report any issues or concerns to Housing Maintenance for timely completion. (E) C6. Regularly use UCLA vehicles to travel from University Apartments to other off/on-campus locations to transport of people for meetings/trainings/events, equipment and/or materials as needed between University Apartments Locations and/or Off-Campus Offices and Main Campus. (E)  F3. Prepare and process the Move-Out Notification or Miscellaneous Charges, whichever is required, including all damage charges (including non-return of key cards, mail keys, parking hang tag, and garage opener, etc.) and pro-rated rent and send to Housing Services within five business days of the move-out. (E) F4. Ensure that all move-ins/move-outs for students are checked out of StarRez. (E) F5. Ensure all residents with an academic year contract are out within the established timeframe in order to provide housing for incoming residents. (E) F6. Work a variable schedule when necessary, including after-hours and some weekends when operationally needed. (E)

ACCESS CONTROL C7. Issue electronic key cards and maintain the designated number of apartment key card(s) and mail keys consistent with University and departmental policies. (E)  C8. Run key expiration reports and ensure that tenants' key cards that are to expire are notified thirty-days in advance. Send correspondence to tenants and ensure follow up with new key issuance. (E) C10. Complete/reconcile a quarterly inventory of the Keytwatcher. (E) C11. In conjunction with management and Housing Maintenance, take steps to order and replace key cards, mail keys, garage gate openers and/or locks, as needed, to maintain the integrity of the access control inventory. (E) C12. In conjunction with IT, timely enter and delete tenant names in building entry system (Sentex) as new tenants move-in and move-out, respectively. Download and upload data to appropriate building. C13. In conjunction with IT, troubleshoot tenant issue with inquiry if tenant name is not working on Sentex and report to Housing Maintenance for appropriate work order completion. Follow-up that resolution is completed and report to management, as warranted. PARKING C14. Oversee/assign and complete/reconcile parking spaces in each building that tenants are assigned according to designated schedule and report parking occupancies/vacancies to management. Ensure that no assignments are made without tenant providing a copy of tenant vehicle registration. (E) C15. Assess, monitor, and distribute parking hang tags with garage openers to tenants with parking assignments. Order new parking hang tags and openers, as needed. (E) C16. Walk parking garages/areas and assess vehicles with hang tags. Help direct parking enforcement activities and correspond with tenants if parked illegally or not in assigned space. Put notices on vehicles without appropriate parking hang tags. Report to UCPD as needed. (E)

30%

OFFICE DUTIES

Work at lobby reception desk when needed.  Monitor seasonal workflow daily so that priority assignments are completed in a timely manner. (E) D4. Perform administrative office duties; create, develop, and compile correspondence and reports including: 1. Management-tenant correspondence (E) 2. Preparation of campus forms (E) 3. Assigned projects, utilizing various software applications: Word, Excel, Access, StarRez, InfoView, and Maximo, as required (E) 4. Vendor/contractor correspondence, as warranted (E) 5. Email correspondence (E) D5. Assist in providing support to properties outside assigned area on an as-needed basis in the event of planned or unplanned absences. (E) D6. Maintain consistent communication with supervisor regarding move-ins, tenant information, issues, concerns, etc., and resolutions, when applicable. (E)

20%

•

Performs other duties as assigned.

•

Complies with all policies and standards.

•

Complies with the University of California, Los Angeles (UCLA) Principles of Community.

•

This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.

QUALIFICATIONS

Bachelor's Degree

Preferred

2-3 years

demonstrative administrative assistant experience

Required

And

Working knowledge of Landlord-Tenant Law and an understanding of eviction procedures as they relate to campus policies and procedures. Ability to make oral, group, or one-to-one presentations for the purpose of providing information explaining policies and procedures and answering questions. - Can be trained

Preferred

Typing skills to prepare business correspondence and reports with speed and accuracy. Keyboard by touch.

Intermediate level skills in operating Personal Computer or workstation including working knowledge of Microsoft Office applications: Outlook, Excel, Word, Access, Internet Explorer, and various database programs.

Skill in reading documents written in standard English (e.g., All administrative policy manuals and rental agreements). Skill in writing grammatically correct routine business correspondence.

Required

Skill in operating a 10-key calculation by touch.

Skill in establishing alpha/numerical files.

Required

Ability to mediate tenant conflicts and provide recommended alternative solutions to management for consideration.

Skill in interacting diplomatically with the public in a high volume continuous public contact setting and the ability to determine what type of information is needed by residents and applicants and to transmit information in terms they can understand

Ability to maintain equanimity in the face of resistance, indifference, or hostility.

Understanding of broadly recognized assumptions and theories about what types of organizational and personal behaviors and responses constitute quality customer service.

Knowledge necessary to communicate University Apartments policies to tenants and applicants, consistent with management and administrative directives; ability to identify customer needs and expectations and respond within administrative guidelines.

Required

Skills in interacting with persons of various social, economic, and educational background to convey information for various purposes and in different contextual settings.

Skill in working as part of a team, collaborating with colleagues.

Ability to establish and maintain cooperative working relationships with persons of various social, cultural, economic, and educational backgrounds.

Required

Skill in performing with frequent distractions. Skill in completing heavy workload within established time frames. Skill in analyzing information, problems, situations, practices, or procedures: define the problem or objective - identify relevant concerns or factors - identify patterns, tendencies and relationships - formulate logical and objective conclusions

Required

Skill in prioritizing assignments to complete work in a timely manner when there are: - changes in assignments - changes in workload - competing requirements - heavy workload

Skill in working independently and identifying potentially more effective methods of work operations.

Required

Working knowledge of accounting forms, policies and procedures, and ability to process forms required to accomplish various accounting transactions; mathematical skills sufficient to compute and summarize figures and check accuracy of invoices, ledger

Working knowledge of accounting principles and the ability to apply them to accounts payable and the budget process. - Can be trained

Preferred

Knowledge of standard business letters, campus memos, and campus forms in order to prepare such materials with speed and accuracy. - Can be trained

Preferred

Must have and maintain a valid California Driver's License in order to drive a University vehicle.

Required

SPECIAL REQUIREMENTS AND/OR CONDITIONS OF EMPLOYMENT

Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.

Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment.

Age Requirement: Candidate(s) must be 18 years or older to be eligible to be hired.

Driving Record: The position is subject to the California DMV "Pull Notice System" and continued employment is contingent upon proof of a satisfactory driving record.

CANRA: The position is designated as a mandatory reporter under CANRA. The employee must sign the "Statement Acknowledging Requirement to Report Child Abuse".

20%

University Apartments to other off/on-campus locations

LOCATION AND PHYSICAL, ENVIRONMENTAL, MENTAL (PEM) REQUIREMENTS

Environment and Work Location Information

Environment Type:

Non-Clinical Setting

Location Setting:

Other University Setting(s)

Location:

University Apartments South

Standing/Walking

X

X

Sitting

X

X

Bending/Stooping

X

X

Squatting/Kneeling

X

X

Climbing

X

X

Lifting/Carrying/Push/Pull 0-25 lbs

X

X

Lifting/Carrying/Push/Pull 26-50 lbs

X

Lifting/Carrying/Push/Pull over 50 lbs

X

Physical requirements other

X

Chemicals, dust, gases, or fumes

X

X

Loud noise levels

X

X

Marked changes in humidity or temperature

X

X

Microwave/Radiation

X

Operating motor vehicles and/or equipment

X

X

Exposures other

X

Sustained attention and concentration

X

X

Complex problem solving/reasoning

X

X

Ability to organize & prioritize

X

X

Communication skills

X

X

Numerical skills

X

X

Mental demands other

X

X

Classification 3:  Position in which exposure to blood, body fluids or tissues is not part of the position description. The normal routine task involves no exposure to blood, body fluids or tissues and the employee can decline to perform tasks which involve a perceived risk without retribution.