Manager, Residence Admissions - Queens University

The Housing and Ancillary Services team manages 5,000 student beds in 18 residence buildings, as well as off-campus housing properties, three dining halls, retail foodservice locations and the Donald Gordon Centre, a year-round conference facility. Residence buildings also provide temporary accommodations for the summer conference, events and tourism markets. Revenue and services from these units support vital student life programs and contribute to the University’s learning environment.

Queen’s Residence Life and Services is committed to providing an experience aimed at fostering the educational and personal growth of its residents. The Queen’s Residence Life and Services staff team is dedicated to the development of the whole student, promoting diversity, accountability, independence and success in a broader learning environment.

Reporting to the Director, Residence Life and Services, the Manager, Residence Admissions is responsible for the full-cycle admissions process for the university’s residences. The incumbent is accountable for admitting over 5,000 students annually and manages complex considerations including accommodation of special needs, balancing the concerns of students and their supporters and liaising with departments and administrators across the University to meet individual and departmental objectives.

The Manager, Residence Admissions is accountable for leading the development, enhancement and maintenance of admissions systems, software, processes and policies, working closely with other partners within Housing & Ancillary Services and across the University to ensure alignment with the University’s strategic admissions priorities.

As part of the Residence Life and Services Leadership Team, the Manager, Residence Admissions is knowledgeable in student development theory, and is an advocate for student learning and development to ensure a holistic student experience. This position supports the Residence Life and Services goal of fostering a living and learning environment that celebrates diversity, maintains mutual respect for the dignity, rights and well-being of others, promotes positive student engagement, and is safe – mentally, emotionally, and physically – for all.

The Manager, Residence Admissions serves as a member of the Housing and Ancillary Services senior leadership team.

Note: The schedule for this position requires travel and flexibility to work outside normal working hours.

KEY RESPONSIBILITIES:

• Lead the planning and execution of strategic plans, goals, and priorities for occupancy management, in collaboration with the Director, Residence Life and Services.
• Operationalize the strategic direction of programs by setting expectations for staff and providing leadership and guidance in program implementation.
• Manage the admissions process including scheduling, communication, room assignments, lotteries, accommodations, room changes and the provision of related information.
• Plan and forecast for future occupancy needs; perform data analysis and make recommendations based on data.
• Strategic oversight of available bed spaces and leads processes when closures, conversions, etc. are required.
• Ensure that the residence admissions process is consistent with both internal and external policies and procedures, particularly those of the Office of the University Registrar (OUR).
• Lead the development of student facing residence application process, liaising with H&A IT Services and the OUR to meet requirements, lead annual review of residence application and admissions process and make recommendations for the following cycle.
• Represent the department at recruitment events and activities, on and off-campus; coordinate residence engagement at events, prepare and deliver presentations and organize tours of residence.
• Act as the main point of contact for Undergraduate Admission and Recruitment, including providing training to recruiters and tour guides.
• Communicate extensively with families and students in high stress, sometimes volatile situations.
• Manage all medical and other special considerations for residents pertaining to room placement.
• Process and reconcile residence fees and related charges; post annual fee schedules.
• Update and maintain residence website and content on other social media platforms.
• Identify opportunities for continuous improvement; recommend changes to policy and/or procedures. Develop and implement changes to support successful programming.
• Identify key performance metrics, aligned across initiatives to evaluate programming and inform recommendations for new or improved programs or service delivery.
• Produce reports, documents and presentations for decision-making, planning and communication purposes.
• Maintain accurate records and analyze data as required.
• Liaise to identify, build, and maintain relationships with internal and external partners in order to support effective programming.
• Provide and/or facilitate crisis and disaster response often in conjunction with other University and Residence senior staff.
• Support students and the community by responding to difficult issues and situations that arise in residences, related to issues such as gender, mental health, misbehaviour, transitional and financial.
• Represent Residence Life and Services as required on committees and working groups at the university.
• Plan, prioritize and manage the work of employees, providing strategic and tactical advice, guidance and coaching. Identify the need for staff resources, participate on staffing committees, and make effective recommendations regarding employee selection.
• Manage performance by establishing performance standards, reviewing and evaluating performance and conducting formal performance reviews on an ongoing basis.
• Assess staff training and development needs, and ensure that employees receive training required to improve and sustain successful performance.
• Investigate, address and resolve employee/labour relations issues, including disciplinary matters. Make decisions or effective recommendations on matters involving possible discipline, discharge and probationary termination.
• Refer students to appropriate resources as required.
• Undertake other duties and special projects, as assigned.

REQUIRED QUALIFICATIONS:

• Undergraduate degree required; graduate degree would be considered an asset.
• Minimum 5 years relevant experience
• Demonstrated managerial experience and ability to coach professional and student staff to successful outcomes, preferably in a unionized environment
• Demonstrated aptitude and experience working with people with diverse perspectives and backgrounds, upholding the principles of equity, inclusion and healthy communities.
• Experience conducting evaluation and assessment; skills in strategic analysis
• Demonstrated technical proficiency and/or understanding of a variety of computer software and website applications, including proficiency with various databases; ability to adapt to changing technology
• Demonstrated experience managing and responding to crisis/emergency situations.
• Satisfactory Criminal Records Check and Vulnerable Sector Screening required.
• Consideration may be given to an equivalent combination of education and experience.

SPECIAL SKILLS:

• Managerial, advising, and leadership skills to promote a positive environment
• Ability to work independently and collaboratively in a team environment
• Ability to problem-solve, exercise discretion and know when to escalate to senior leadership
• Excellent oral and written communication skills – with staff, student staff, students and parents
• Demonstrated research and/or program assessment and evaluation skills, including the ability to generate analysis and reports;
• Knowledge of occupancy management
• Sound judgement, tact, and ability to maintain composure in stressful situations
• Strong organizational and time management skills
• High level of skill in assessing and resolving complex, multi-faceted situations
• Commitment to diversity and inclusivity; intercultural knowledge and skill to effectively interact and provide leadership in a diverse working environment
• Ability to recognize and handle confidential information in an appropriate manner
• Ability to leverage and adapt to evolving technology and systems
• Emergency response and crisis management skills

DECISION-MAKING:

• Daily operational decisions based on policies and procedures and aligned to strategic objectives
• Determine content, structure and delivery methods for training and communication
• Provide input towards financial planning
• Determine when changes need to be made to policies and procedures and amends as appropriate
• Make decisions regarding most appropriate actions during crisis management, resolution of difficult interpersonal conflicts; and judgement as to whether a sensitive situation requires the involvement of the Director, Residence Life and Services
• Determine strategy and methods for maintaining strong and positive working relationships, including identification and engagement of appropriate stakeholders and partners.
• Determine work priorities to meet competing demands on time.
• Assess the nature of questions or problems and determines the best approach to resolve, escalating only the most complex issues
• Determines content and format for communication materials including presentations, reports and correspondence. Decides optimal method for distribution
• Make recommendations regarding the planning, execution and viability of continuing or discontinuing programs based on assessments and evaluation.
• Evaluate job candidates and make effective recommendations on suitable hires.
• Make decisions and/or effective recommendations regarding transfers and promotions.
• Evaluate employee performance and decide on appropriate training or coaching to address lack of proficiency in carrying out responsibilities, or remedial action for staff disciplinary situations.
• Assess investigation outcome of grievances and make effective recommendations on appropriate course of action or next steps on grievances.
• Make effective recommendations on level of discipline up to discharge and probationary termination.

Please apply online at:
https://clients.njoyn.com/CL4/xweb/xweb.asp?clid=74827&page=jobdetails&jobid=J0426-0783&BRID=EX447534&SBDID=21474&LANG=1.