Department: Student and Ancillary Services 

Job Type: Continuing

Full-time/Part-time: Full Time (>=1249 hrs/year) 

Campus: Waterloo 

Reports to: Administrative Manager, Residence

Employee Group: WLUSA 

Application Deadline: September 10, 2024

Requisition ID: 8433 

Wilfrid Laurier University is a leading multi-campus university that excels at educating with purpose. Through its exceptional employees, students, researchers, leaders, and educators, Laurier has built a reputation as a world-class institution known for its rich student experience, academic excellence, and global impact. With a commitment to Indigenization and commitment to equity, diversity, inclusion, Laurier’s thriving community has a place for everyone.

Laurier has more than 21,000 students and 2,100 faculty and staff across campuses in Waterloo and Brantford, as well locations in Kitchener and Milton. The university is committed to providing an inclusive workplace, a flexible work policy and employing a workforce that is reflective of local and national demographics. Our locations are situated on the traditional territories of the Neutral, Anishnawbe, and Haudenosaunee peoples. We recognize the unique heritages of Indigenous peoples and support their intentions to preserve and express their distinctive Indigenous cultures, histories, and knowledge through academic programming and co-curricular activities. Laurier’s Centre for Indigegogy is one example of how Laurier honours Indigenous knowledge.

Position Summary 

Reporting to the Administrative Manager, Residence the Residence Administrator is responsible for the day-to-day administrative functioning of the Residence Office. This position is responsible for performing a full range of frontline duties, as well as providing efficient administrative support to the Department of Residence. 

The Residence Office is the first point of contact in the Department of Residence. The Residence Administrator acts as a welcoming and compassionate resource for residents and stakeholders, providing that critical first impression. This position requires extensive knowledge and understanding of all facets of residence policies and processes. It also requires an understanding of university-wide policies and procedures, in order to ensure that accurate and timely information is disseminated. Through daily contact with students and parents, the Residence Administrator has a direct influence on customer service and satisfaction. 

Strong communication skills are a must as the incumbent is asked to deal with a wide variety of customer service situations, which at times can be very challenging. There are periods throughout the work cycle where this position must be able to empathize and de-escalate situations involving students and parents. 

The Residence Office also acts as a “triage centre” for many students, both prospective and current. The Residence Administrator must have the ability to recognize the situation through active listening, and direct students to the appropriate resource, either within the Department or the University. 

The Residence Administrator is accountable for the management of all aspects of the residence key inventory and distribution process. In addition, this position is responsible for maintaining conference keyboards throughout the school year ensuring that keysets are kept up to date. The Residence Administrator also supervises two full-time seasonal student positions from May through August each year.

Accountabilities 

Customer Service 

Acts as main point of contact for the Department of Residence: 

• Respond to general enquiries via email and phone from students, parents and visitors about residence, application process, timelines and procedures 
• Interact with a diverse student population, providing students with support and direction throughout the application and room assignment process. These interactions may involve providing students with information on eligibility requirements, gender inclusivity options, processes related to medical or disability-related residence needs as well as problem solving one-of-a-kind scenarios
• Act as a conduit between students and Residence Admissions 
• Provide customer sensitive support related to residence waitlists and other exceptional circumstances 
• Liaise with campus partners, including OneCard Office, Parking & Transportation Resources, Conference Services and Special Constable Service on residence student matters and logistics regarding residence rooms. 

Administrative: 

• Responsible for the management of the residence key inventory, including the recordkeeping of all key codes, the distribution and collection of residence keys at check-in and check-out, and processing key replacements and lock changes 
• Liaise with several property management companies for various leased residence buildings to report issues with door codes and locks, order additional keys to maintain stock, and initiate door code and lock changes 
• Assist in the administration of the Early Room Set-Up program for selected residence buildings, including the preparation of daily room set-up schedules for each station and tracking of completed student room set-ups 
• Ensure the smooth operation of the residence student move-in process through the careful administration of early move-in lists and preparation of key envelopes, including the tracking of parking permit and residence linen pick-ups 
• Process residence room switches and withdrawals, including appropriate notification to various stakeholders and updating of permissions for OneCard access to residence buildings 
• Support end of term check-out processes, including the preparation of check-out bags and student key labels for all residence communities, and the distribution of check-out information to all residence students 
• Responsible for the maintenance of conference keyboards throughout the school year, ensuring all loaned keys are re-hung and keys for lock changes are updated, allowing for a smooth transfer of keys to Conference Services at the start of the conference season in May 
• Process room bookings for the King Street Residence Boardroom 
• Provide students with proof of residency letters, as required 

Financial 

• Create and distribute invoices to students for damages and cleaning 
• Administer charges for residence key replacement and lock changes as required 
• Review residence fee charges on student accounts in response to student inquiries and provide clarification re debit and credit activity 
• issue income tax receipts, upon request, for students residing in non-traditional residence accommodations 

Marketing and Communications 

• Assist in review and updating of marketing and recruitment materials, including website content
   
• Organize summer tour rooms and keysets, ensuring that spaces are cleaned, staged and ready for start of tours in May and are dismantled in August 
• Staff information booths at student recruitment events, such as Open Houses, Tour+ Day and Headstart sessions, as required 
• Participate in information session for ambassadors as well as residence webinars, as required 

Reporting Relationships 

2 Seasonal Residence Office Student Assistants 
(student employees who work full-time in the Residence Office from May through August). 

• This position will assist the Administrative Manager, Residence in hiring two students for the Seasonal Residence Office Student Assistant positions. 

• This position is responsible for supervising the day-to-day activities of the two student staff. 

• This position will provide training to the students on various tasks and work processes throughout the course of the summer. 

• This position will provide ongoing advice and support to the student staff as required, and in particular when students are navigating difficult conversations with students and parents about residence placements and the room assignment process. 

Qualifications 

• Minimum high school diploma plus one (1) year post secondary school and one (1) to two (2) years related experience 
• Well-developed organizational and time management skills with proven ability to set priorities, meet deadlines, and handle multiple tasks, frequent interruptions and periodic pressures 
• Proven ability to work independently and with minimal supervision, and to take initiative 
• Demonstrated compassionate and considerate customer service skills, with a commitment to service excellence and to representing the department with a high degree of professionalism 
• Excellent interpersonal and communication skills, both written and verbal, with a proven ability to handle and de-escalate difficult situations with discretion, tact and diplomacy 
• Proven ability to supervise student staff and enhance their performance through mentorship and coaching 
• Understanding of basic accounting, with demonstrated ability to accurately analyze and interpret debit and credit activity on accounts
• Demonstrated sensitivity to current student issues such as gender neutrality, mental health, sexual violence and the like. 
• Proven record of accuracy and attention to detail in a fast-paced multitasking environment 
• Strong computer proficiency, including Word, Excel, PowerPoint as well as Banner Student; intermediate Excel skills and familiarity with COUNT, COUNTIF and VLOOKUP functionality would be an asset 
• Willingness to work some evenings and weekends, as required 

Compensation

Level: C

Range: $33.72 to $35.66 per hour with an annual step progression on anniversary date up to $38.55 per hour.

Considerations for new hire step placements include, qualifications and length/depth of required experience, relevant market rates for similar jobs, internal equity, and estimated learning curve in starting the job.

Hours of Work:

This is a full-time, continuing position. The normal hours of work are 8:30 am to 4:30 pm, Monday to Friday. Flexibility in hours will be required, including evening and/or weekend work due to programming and events. When possible, the manager will adjust the work schedule so that no more than 35 hours are worked in a week.

Wilfrid Laurier University endeavors to fill positions with qualified candidates who have a combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier's Employee Success Factors.

Equity, diversity and creating a culture of inclusion are part of Laurier’s core values and central to the Laurier Strategy. Laurier is committed to increasing the diversity of faculty and staff and welcomes applications from candidates who identify as Indigenous, racialized, having disabilities, and from persons of any minority sexual and gender identities. Indigenous candidates who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Office of Indigenous Initiatives. Candidates from other equity deserving groups who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact Equity & Accessibility. We have strived to make our application process accessible, however if you require any assistance applying for a position or would like this job posting in an alternative format, please contact Human Resources. Contact information can be found at careers.wlu.ca/content/How-to-apply/

Should you be interested in learning more about this opportunity, please visit www.wlu.ca/careers for additional information and the online application system. All applications must be submitted online. Please note, a resume and cover letter will be required in electronic form.