New England HERC

OUR CAMPUS: Suffolk University Madrid is the University's European branch and an extension of our main campus, located in the heart of Boston, Massachusetts, one of America's historic learning centers. Suffolk Madrid enrolls about 110-150 students who primarily come the United States as well as Spain and other European Union countries, Asia and Latin America. Suffolk Madrid's intimate size and student-centered philosophy allow us to provide close attention to each individual. Our professors work closely with students to guide their academic progress and keep them on the right course to achieve their academic goals. We help our students adapt to life in Spain--on campus, in their housing arrangements, through carefully planned excursions--and guide them in the development of intercultural communication skills that will stay with them throughout their lives.

The position combines providing quality housing for students; maintaining a safe, healthy and living environment while ensuring that students' rights are protected and University behavior standards are enforced.

DUTIES AND RESPONSIBILITIES:

1. Student Housing duties:

General tasks:

- Housing placements: reception of student profiles & preferences and housing requests, assigning student housing

- Orientation and arrival day: info session on housing--rules & regulations, issuing keys & getting students settled

- Maintenance of housing database, growing network and available housing options including homestays, residence halls and apartments

- Managing contracts for housing vendors

- Solving housing incidents in a timely manner

- Gathering feedback and data to create reports on housing

- Manage and report on housing budget: control and tracking of payments and budgets for housing department, including damages and additional fees

- End of term: managing student exit, venues inspection, keys collection, reimbursement of housing deposits, student left luggage.

Customer satisfaction:

- Providing high customer satisfaction: tracking touchpoints that influence customer satisfaction; reviewing housing evaluations; acting quickly to resolve housing incidents and issues.

- Interface w/ students: infractions of contract (disciplinary), responding to minor issues (repairs), roommate problems, etc.

1. Student Conduct duties:

- Respond to alleged violations of SUMC Community Standards

- Interview students involved and investigate the incident

- Make a determination of student responsibility for the incident

- Impose sanctions appropriate to the violation of rules

- Conduct follow-up with students and administration to ensure that sanctions have been completed

- Maintain all records of the incident, all communication regarding the incident, and documentation related to the incident

- Perform follow-up with any victims of the incident, including medical follow-up, providing counseling services, or peer mediation

- Prepare documentation of incidents for the Suffolk legal team, as necessary

- Make decisions as a team in conjunction with the Student Affairs Office

1. Other responsibilities:

- Participate in and supervise student activities as requested.

- Help with the preparation of the Orientation sessions for students when they arrive on the Madrid campus.

- Participate in Madrid Campus welcome trips at the beginning of Spring and Fall semesters.

- Participate in weekend trips, as needed.

- Fill in as receptionist as needed

- Handle SUMC emergency phone on rotation. The incumbent is one of five or six employees on the emergency phone weekly rotation who will respond to emergencies. This involves taking the emergency phone overnight and responding to calls after normal Campus hours and on weekends and holidays.

- Other responsibilities as assigned

MINIMUN REQUIREMENTS:

- BA and 7-10 years of relevant experience.

- Must be bilingual, with strong English skills.

- Excellent organizational, communications and interpersonal skills.

- Applicant should be familiar with Microsoft 365 and should be comfortable with all the functions therein.

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KNOWLEDGE, SKILLS AND ABILITIES:

- Ability to maintain confidentiality of records and information.

- Strong problem-solving skills.

- Demonstrates operating principles of communication and teamwork.

- Ability to work under pressure.

- Ability to multi-task and maintain organization.

- Have a sensitivity and concern for others as individuals, as well a personal and professional commitment that goes beyond outlined responsibilities.