92nd Street Y

  • Residence Liaison Associate

    Posted Date 4 weeks ago(12/28/2018 10:01 AM)
    ID
    2018-1597
    Department
    92Y Residence [14]
  • Position Summary

    The Residence Liaison Associate (RLA) will function as the main point of contact for 92Y Residents, responsible for ensuring a positive guest experience through community and camaraderie, health and safety, guidance and welfare.  The job holder also will liaise with security staff, facility operations and services, all 92Y departments for collaborative projects and programs, and as part of the team provide support for day to day operations of Residence Office.

    Essential Functions

    • Conducts regular orientations for all newly arrived residents to ensure familiarity with policies and procedure of 92Y Residence and to build rapport with residents.  
    • Maintains significant presence on floors with residents and arranges regular floor meetings to address residents’ issues/concerns and assess rooms for health & safety issues. Manages postings on floors and monitors referencing office closures, maintenance issues, activity reminders, etc.
    • Surveys residents’ experience regularly.
    • Gathers information for digital publication, social media platforms, Development and Marketing purposes by collecting interesting resident profiles, stories and photos of events and activities, etc
    • Processes resident rent payments, guest passes and incidentals utilizing Hotel Management Software and addresses Sebco-My Magic Pass related issues.
    • Liaises with groups’ and individual’s needs for classroom, event space, 92Y tickets and programs.
    • Addresses all policy infractions with appropriate action(s) in a timely manner with proper documentation and follow-up plan for file, resident(s) involved and all necessary parties.
    • Consults with Residence Director, Associate Director, 92Y Director of Security, sponsoring school or any other stakeholder for support in disciplinary issues.
    • Serves as one of three, along with Residence Director and Associate Director, as first responders in emergencies involving Residents.
    • Responds to inquiries or complaints, including those of a sensitive and confidential nature. Acts as mediator for resident disputes and a resource for resident inquires.  Provides follow up reports of all incidents to Director & Associate Director.
    • Covers operational duties outside of Residence office standard operating hours as needed i.e. late /unexpected arrivals and emergency issues. Reviews Residence Security log daily to be aware of/take actions on issues that occurred overnight.
    • Collaborates with 92Y Centers to enhance 92Y Residents’ experience including working with Marketing and Social Media departments to develop community for residents on social media platforms; 92Y’s Box office to facilitate resident ticket events and unique programs; Health and Fitness to arrange residents’ exclusive events in May Center and other programs created and coordinated on site, as residents’ interests, talents and enthusiasm dictate.
    • Arranges for repairs and maintenance to take place in a timely and efficient manner to reduce the impact on resident’s stay. Submits weekly maintenance request reports to Building Operations for completion.
    • Cultivate programs that contribute to 92Y’s mission and vision of giving back.
    • Performs other related duties as assigned.

    Education, Skills and Experience

    • Bachelor’s degree required but master’s degree in Higher education or related field preferred.  
    • Residence life experience at the Resident Director level preferred
    • Trained and experienced in crisis management and conflict resolution relating to but not limited to areas of difficult conversations, behavioral aberrations, substance abuse, depression, self-harm, “911” emergencies, etc
    • Demonstrated commitment to high level quality customer service accompanied with the ability to drive results.
    • Excellent interpersonal communication skills with the ability to deal positively and effectively with inquiries or complaints from residents, parents, etc.
    • Demonstrated ability to organize, prioritize and execute responsibilities in the face of conflicting priorities or unexpected situations.

    Hours of work:

    40 hours per week, Tuesday to Thursday, 12 noon to 9 PM, Friday 11 AM to 8 PM and Saturday 10 AM to 7 PM. May be required after hours to respond to emergencies / resident issues.

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed