Program Support Supervisor 2

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or status as a protected veteran. For more information regarding Evergreen's non-discrimination policies or to report discrimination, please visit the Affirmative Action and Equal Opportunity webpage at www.evergreen.edu/equalopportunity or contact the Affirmative Action and Equal Opportunity Officer at (360) 867-5371, Room 3102 Library Building, 2700 Evergreen Parkway NW, Olympia, WA 98505.

• Oversee and lead the front office team, including organizing daily workflow, prioritizing and delegating tasks, and planning and administering necessary training and evaluation.
• Supervise one full-time staff member and up to ten student staff members by recruiting, hiring, training, scheduling, providing work direction, evaluating performance, and addressing performance issues.
• Foster a positive customer service-oriented working environment that serves as the first point of contact for residents.
• Lead recruitment, hiring, and onboarding for front office professional and student staff, including position postings, interviews, candidate selection, and training.
• Develop and maintain onboarding materials, work schedules, and staffing coverage plans that keep the front office consistently staffed across the academic year and breaks.

• Oversee, plan, organize, and coordinate large RAD events, such as opening/closing, summer/fall move over, June Clean Up, etc.
• Manage a small budget to support the needs of the Housing Front Office.

• Act as the primary Power User in StarRez (or other bookings software) and provide assistance, leadership, and training to other system users.
• Ensure the room assignment and booking system portal function properly.
• Test new versions of the housing application system and make changes to the process graph.
• Understand, write, and use StarQL (an SQL like StarRez language).

• Serve on the RAD leadership team.
• Assist in developing the RAD one, two, five, and ten year plan and updating Housing policies, agreements, and contracts.

• Operate as the point of contact between OIT and RAD in relation to work orders submitted by residents.
• Delegate or collect data related to the work order and relay information to OIT.
• Coordinate technology purchases for RAD with OIT and the Purchasing and Contracts office.

• Coordinate entry of residential spaces with outside contractors and other campus partners.
• Work with Conference Services, Reslife, and Facilities to plan and coordinate the summer and academic year conferences.

• Serve in the backup on-call duty rotation to support the on-duty Residential Life staff by being available as an after-office hours resource in crisis/emergency situations.
• Make decisions in emergency situations affecting the health and welfare of up to 1,000 residents and 3,000 students.
• Serve as requested by the Director as the departmental representative on college committees, such as the Evergreen Safety Committee or Risk Assessment Review Team (RART).

• Manage the room assignment lifecycle in StarRez, including applications, room and roommate matching, waitlists, room changes, and room placement.
• Maintain occupancy accuracy and produce occupancy/vacancy reporting used for capacity planning and projections.
• Administer housing and meal-plan adjustments.
• Coordinate and communicate with campus partners and residents each quarter for nonregistration and/or nonpayment.
• Assist in residential lockouts when necessary.
• Oversee and provide administrative support to Residential Life and RAD Facilities work unit as needed.
• Oversee the security and access control of the card reader system for the front doors of the Res-halls.
• Issue key cards, manage database of residential population, and submit lock changes when needed.

• Manage small student staff programs, such as sustainability, Environmental Health and Safety, Mailroom, and other campus partnerships in Housing as deemed necessary by the Director.
• Oversee the hospitality program supporting Res-hall TVs, work with Residential Life to display movies related to programing, perform regular weekly checks on each TV and work with campus partners to maintain network security and the physical condition of each piece of equipment.

• Manage the retention, security, and disposition of RAD records, including applications, agreements, resident files, and access/key logs in compliance with FERPA and Washington State records retention schedules.
• Ensure front office practices comply with FERPA and accommodation requirements in the handling of resident requests, and records.
• Administer housing agreements, contracts, and policy documents and support their annual review and updates.

• Coordinate and/or oversee resident-facing communications for front office processes (assignments, check-in/out, deadlines) across email, the housing portal, and signage.
• Support assessment of the residential experience through satisfaction surveys and occupancy/service reporting that informs departmental planning.

• Skill in supervising, including hiring, training, assigning work, evaluating, addressing performance issues, and supporting professional growth.
• Ability to analyze, improve, and document procedures and implement change management to adopt new technologies or services.
• Skill in working collaboratively and effectively in team environments and across significant differences.
• Strong project management skills, including ability to plan, execute, evaluate, and document process improvement projects.
• Skill in and ability to use and leverage technology, including Microsoft 365 and RAD specific programs, such as StarRez, including system administration, testing, troubleshooting, and training.
• Excellent organizational skills and attention to detail with a high level of accuracy.
• Ability to handle multiple tasks requiring a high degree of accuracy and attention to detail and prioritize competing demands.
• Ability to anticipate high-volume periods and adjust procedures and staffing accordingly.
• Ability to employ analytical and creative problem-solving and establish and follow through on systematic courses of action for self and others.
• Knowledge of higher education issues, policies, practices, and support systems for students and staff.
• Ability to work in the backup on-call duty rotation and respond to after-hours crisis and emergency situations in an effective and timely manner.
• Ability to maintain a high degree of confidentiality and comply with FERPA.
• Excellent interpersonal, customer service, and public relations skills.
• Ability to establish and maintain good working relationships with other areas and staff on campus.
  

• Three years of program leadership and administrative experience, preferably in a higher education and/or housing setting.
• Two years of supervisory experience.

• Must provide proof of identity and employment eligibility within three days of beginning work.
• This position is part of a bargaining unit and covered by the Classified collective bargaining agreement.
• Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.
• Prior to an official offer of employment, a Declaration Regarding Sexual Misconduct form must be submitted to the college per RCW 28B.112.080. The college will contact current and past employers to verify this information. Applicants who provide inaccurate information in their declaration will be disqualified and, if the inaccuracies are discovered after the applicant has been hired, it shall be grounds for termination.
• Must meet the eligible driver requirements: 1) Valid U.S. driver's license, 2) 18 years old or older, 3) Two or more years of fully licensed driving experience, and 4) Clean driving record with none of the following within the past 2 years: Any suspension/revocation of license for reckless driving, hit and run, leaving an accident scene, failure to appear, DUI or other vehicle-related felony; or for multiple traffic offenses (2 moving violations/infractions in 12 months/3 moving violations/infractions in 24 months) resulting in a Conditional Status driving record or subsequent suspension/revocation of license.
• Must be available to work a standby schedule which includes nights, weekends, and holidays and be able to respond to after-hours calls within 30 minutes after having received them.