Program Support Supervisor 2

The Evergreen State College Portal•Olympia, WA

About The Position

The Program Support Supervisor 2 oversees front office operations and staff for Housing, including workflow, recruitment, onboarding, training, scheduling, performance evaluation, and staffing coverage. The position provides a customer-service-oriented first point of contact for residents and coordinates large RAD events, manages a small front office budget, and supports Residential Life and RAD Facilities work units. The role is the primary StarRez (or other bookings software) Power User, ensuring the room assignment and booking portal operates properly, testing system updates, maintaining process graphs, and using StarQL. It manages the room assignment lifecycle, occupancy reporting, housing and meal-plan adjustments, and resident communications about assignments, check-in/out, deadlines, registration, and payment. The position serves on the RAD leadership team and supports long-range planning, policy and agreement updates, technology coordination with OIT, facilities access coordination, and conference planning. It participates in backup on-call emergency support and may make decisions affecting residents’ health and welfare. Other duties include access-control and key-card administration, student staff programs and campus partnerships, hospitality support for residence-hall TVs, records management and compliance, and assessment of the residential experience.

Responsibilities

Lead the front office team by organizing daily workflow, prioritizing and delegating tasks, and planning and administering training and evaluation.
Supervise one full-time staff member and up to ten student staff members, including recruiting, hiring, training, scheduling, directing work, evaluating performance, and addressing performance issues.
Foster a customer-service-oriented front office that serves as the first point of contact for residents.
Lead recruitment, hiring, and onboarding for professional and student staff, including postings, interviews, candidate selection, and training.
Develop and maintain onboarding materials, work schedules, and staffing coverage plans across the academic year and breaks.
Oversee, plan, organize, and coordinate large RAD events, including opening and closing, summer/fall move over, and June Clean Up.
Manage a small budget supporting the Housing Front Office.
Serve as the primary Power User in StarRez or other bookings software and assist, lead, and train other system users.
Ensure the room assignment and booking system portal functions properly; test new versions of the housing application system and update the process graph.
Understand, write, and use StarQL.
Serve on the RAD leadership team and assist with the RAD one-, two-, five-, and ten-year plan and updates to Housing policies, agreements, and contracts.
Act as the OIT-RAD point of contact for resident work orders; collect or delegate data and relay information to OIT.
Coordinate RAD technology purchases with OIT and the Purchasing and Contracts office.
Coordinate residential-space entry with outside contractors and campus partners.
Work with Conference Services, Reslife, and Facilities to plan and coordinate summer and academic-year conferences.
Serve in the backup on-call rotation, supporting on-duty Residential Life staff after office hours in crisis or emergency situations.
Make emergency decisions 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.
Manage the StarRez room assignment lifecycle, including applications, room and roommate matching, waitlists, room changes, and room placement.
Maintain accurate occupancy information and produce occupancy and vacancy reports for capacity planning and projections.
Administer housing and meal-plan adjustments.
Coordinate and communicate quarterly with campus partners and residents regarding nonregistration and/or nonpayment.
Assist with residential lockouts when necessary.
Provide administrative support to Residential Life and RAD Facilities work units as needed.
Oversee security and access control for residence-hall front-door card readers; issue key cards, maintain the residential population database, and submit lock changes as needed.
Manage small student staff programs, including sustainability, Environmental Health and Safety, Mailroom, and other Housing campus partnerships as assigned by the Director.
Oversee the residence-hall TV hospitality program, coordinate with Residential Life on programming-related movies, conduct weekly TV checks, and work with campus partners on network security and equipment condition.
Manage retention, security, and disposition of RAD records in compliance with FERPA and Washington State records retention schedules.
Ensure front office practices comply with FERPA and accommodation requirements when handling resident requests and records.
Administer housing agreements, contracts, and policy documents and support their annual review and updates.
Coordinate or oversee resident-facing communications about front office processes across email, the housing portal, and signage.
Support assessment of the residential experience through satisfaction surveys and occupancy/service reporting for departmental planning.