Coordinator, Information

Job Summary

Located in Salt Lake City, the University of Utah is a public, 4‑year institution committed to providing exceptional academic and co‑curricular experience for students and the University community. The “U” is a PAC‑12 institution with over 33,000 students. Housing & Dining Programs (HDP) serves over 5,000 students who live in 22 co‑educational residence halls and 10 apartment buildings. HDP continues to grow with a 1,500‑bed residence hall under construction, slated to open in fall 2026.

The University Housing Campus Master Plan calls for adding 5,000 more beds over the next five years.

Reporting to the Assistant Director of Occupancy Management, the Housing Outreach Coordinator is a central leader within the HDP operations team, overseeing the department’s primary communication channels, supervising a student staff team, and ensuring clear, accurate, and compassionate communication across all stages of the housing experience.

The coordinator works closely with teams across Housing & Dining Programs and campus partners to support students navigating housing processes such as applications, assignments, changes, and special requests. The role ensures consistency in messaging, supports high‑volume communication cycles, and contributes to a positive and responsive student experience.

Communications Oversight

• Manage and monitor HDP’s primary public‑facing communication channels, including phone lines and the main email inbox
• Ensure timely, accurate, and student‑centered responses to inquiries
• Serve as an escalation point for complex questions from student staff and frontline service areas

Customer Service & Student Staff Supervision

• Recruit, train, schedule, and supervise a team of approximately 10 Housing Ambassadors, including 1‑2 Lead Ambassadors
• Develop onboarding materials and knowledge‑sharing resources to support student staff success
• Facilitate regular one‑on‑one and team meetings to provide guidance, support, and accountability
• Deliver ongoing coaching and feedback to ensure a high standard of customer service
• Support student leaders, especially in escalated service situations
• Communicate professionally with students, parents, and families, representing HDP positively
• Model exceptional customer service aligned with University of Utah and HDP values, and assess feedback to improve the student experience
• Act as a knowledgeable resource on campus services, supporting a diverse student population, including international students
• Maintain accurate electronic and paper records in compliance with FERPA and confidentiality standards

Process Knowledge & Student Support

• Develop and maintain a comprehensive understanding of housing policies, procedures, and exception processes
• Assist students in navigating housing‑related processes such as room selection, cancellations, meal plan changes, and special requests
• Communicate housing updates and decisions clearly and compassionately, including complex or sensitive outcomes
• Collaborate with internal partners (e.g., Accounting, Residential Life, Living Learning Communities) to ensure accurate information and appropriate referrals

Other

• Serve on departmental and/or campus committees
• Other duties as assigned

Bachelor’s degree in a related field or equivalency (one year of education can be substituted for two years of related work experience). Two years of experience in collecting, organizing, analyzing, and presenting data; and demonstrated human relations and effective communication skills required. Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.

• Proven ability to de‑escalate conflict and deliver difficult messages with tact and professionalism
• Experience working in a university or student housing environment
• Knowledge of housing operations and occupancy management best practices
• Experience with housing management software (e.g., Star Rez)

This position may require the successful completion of a criminal background check and/or drug screen.

Veterans’ preference is extended to qualified…