Position Description

Position Title: Reports to: Responsible for: Evening Support Officer (UCA) Residential Life Manager The ESO has four parts to their role. This person is: 1. the key first contact for residents within the Village, the person who can help residents get their daily needs met particularly in the early evening (Administration) 2. responsible for ensuring the UCA community is safe, secure and relatively peaceful; maintaining control over excessive noise and disruptive behaviour; working with CLV staff, university staff and other authorities in the evening and night (Pastoral Care) 3. to ensure that there is timely and effective support to residents and staff after-hours at all sites, and to ensure that all critical incidents are controlled (After Hours/ Emergency Pastoral Care). 4. Out of hours support for Residential Assistants in all aspect of their role mentor and direction. Residents and students UCA staff, particularly RAs and Ilam Office staff University staff, particularly security Campus Cop and other police Emergency services Neighbours July 2011

Liaises with:

Date:

1. Key Performance Indicators

Administration > Establish positive relationships with external and internal stakeholders > Ensure systems are working correctly, in conjunction with the Finance and Accommodation Team and the Residential Life Manager > Communicate with students > Handling inquiries from residents and visitors > Processing of payments within StarRez > Support with Administration tasks as directed from the Finance and Administration Team > Recovery and collect of current outstanding debt, working with the Finance and Accommodation Team > Incident reporting writing and communication with Residential Life Manager on critical incidents and damage Pastoral Care > UCA Village is safe, secure and relatively peaceful > Residents and visitors keep noise to a reasonable level and behaviour reasonably
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> Residents from all cultures and backgrounds trust the RSO > Emergency situations are dealt with well > Partnership relationship exist with university staff and other authorities around
maintaining a safe, secure and relatively peaceful Ilam Apartments After Hours/ Emergency Pastoral Care > Live on site (where applicable) > Support residential staff members in dealing with behaviour and incidents after hours > Support residential staff teams on duty rounds on busy nights > Become the key staff member in respect to any critical incidents until the relevant emergency service arrives > Attend after hours events
2. Main Activities

Administration Jobholder is accountable for 1

Jobholder is successful when

Student enquiries and support Communicate with students Handling inquiries from residents and visitors to the Hall in person, on-line and by telephone Receiving payment of fees and incidental charges from residents Preparing and issuing to keys to residents of the Village, and charging in accordance with policy and procedures. Check in all groups and individual visitors to the Village ensuring that all records are accurate and payments have been received Record all feedback and forward to the appropriate personnel in the Village Administration systems Ensure systems are working correctly, in conjunction with the Accommodation Services Team and the Community Manager Operate the mail system for residents delivery of parcel on evenings where possible Collection of debt within current residents Risk Management Feedback from residents and other customers (eg parents) indicate queries are responded to within the required timeframes. Payments are received and receipted, with the correct information being passed to the Finance and Accommodation Team within the required timeframes. Calls are answered professionally and referred correctly. Students are fully informed about all aspects of resident life and relationships with Village staff are positive.

Systems are implemented effectively and are followed. Mail system is effective, with residents receiving their mail correctly and in a timely manner.

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In conjunction with Residential Life Manager and Facilities Manager, implement risk framework to ensure enquiries are handled appropriately and quickly Customers and Stakeholders Establish positive relationships with external and internal stakeholders Liaise with other agencies and university sections as required to respond accurately and in a timely manner to resident queries, Personal Accountability Carry out work with integrity Use initiative to resolve issues and find solutions Adhere to the requirements of OHS legislation, Privacy and other legislation that impacts on your employment

Systems are implemented effectively and are followed.

Excellent working relationships with internal and external stakeholders. Feedback on surveys is positive and complimentary.

Seen as a positive contributor to the community. Fully accountable for all aspects of role, and will proactively work to resolve any performance issues. Actively supports and complies with company policies and legislative requirements.

Pastoral Care

a)
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UCA is safe, secure and relatively peaceful Engage with students to build trust with all residents from all cultures and backgrounds so that information is shared and compliance more easily attained. Share time with residents on a friendly and supportive basis providing pastoral support Patrol Ilam to develop relationships, identify possible problem areas and intervene early to minimize the risks of problems. Deal with any noisy or disruptive people including by referring to UC security, UC proctor and police. Act as Site leader in the event of an emergency until more senior staff arrive Work with RAs to ensure they have the space and tools to do their role effectively Work with UCA partners in UCA Ensure good communications with UC Security and student support staff Engage with neighbours, police and other stakeholders to ensure good relationships

> > b) >

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After Hours/ Emergency Pastoral Care where applicable Jobholder is accountable for Live in support Live on or adjacent to the Halls (with your family if applicable) in accommodation supplied by CLV NZ and keep the accommodation clean and tidy

Jobholder is successful when Accommodation is kept clean and tidy, and there are no inappropriate activities taking place Residential staff members feel supported Residents know that the Live in Support
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Jobholder is accountable for

Jobholder is successful when Manager is active in the community after-hours Residential Life Manager and Residential Life Coordinator are well briefed on any incidents or behaviour to enable them to follow up appropriately Critical incidents are handled appropriately Attendance at community events after hours Duty phone is answered promptly

Ensure there are no activities that take place in the residence that could be seen as not fitting for a senior staff member, and could bring the company into disrepute Support residential staff members in dealing with behaviour and incidents after hours Establish a random pattern of afterhours attendance in the community Support residential staff teams on duty rounds on busy nights Become the key staff member in respect to any critical incidents until the relevant emergency service arrives Report any incidents and behaviour to the Community Manager or Coordinator for follow up Attend after hours events Be available on the after hours duty phone

Risk Management In conjunction with Community Manager, implement a risk framework for areas of responsibility. Ensure compliance with relevant OSH legislation for areas of responsibility Customers & Stakeholders Establish positive relationships with external and internal stakeholders Liaise with other agencies as required Personal Accountability Provide positive leadership and role modelling to staff, and residents Adhere to the requirements of OSH and other relevant legislation Use initiative to resolve issues and find solutions Carry out work with integrity

Risk framework is implemented. Company H&S procedures that affect area of responsibility are followed.

Feedback from external and internal stakeholders is positive. Agencies work effectively with the Live In Support Manager

You are: Recognised by others as a leader within the UC Accommodation team. Work within company policies and legislative requirements. Contribute proactively and positively to the organisation.

Note The performance standards are provided as a guide only. The precise performance measures for this position will need further discussion between the jobholder and manager as part of the performance management process.
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3. Key Skills

> Excellent customer service, particularly student and/or accommodation focused

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Competent in a range of software packages including Microsoft Word, Excel and Outlook Knowledge of computerized systems, basic accounts, administration processes Good written and verbal communication skills, phone and face to face manner, able to positively influence internal and external stakeholders relationships Initiative in problem solving, receptive and open to new ideas and can adjust and respond accordingly A cool head under pressure Controlling student behaviour through negotiation, good relationships and apt use of authority Supervising or managing others. Dealing with critical incidents

1. Key Job Competencies > > > > > > > > > > > > Excellent verbal and written communication skills including the ability to relate to people from diverse backgrounds. Empathy towards students and an understanding and acceptance of the types of issues that both New Zealand and International students may face An out-going personality Ability to document and communicate information accurately, clearly and in a timely fashion. Demonstrated ability to work as part of a team. Able to work alone or with others in a busy environment Commitment to the delivery of services with a customer focus. Ability to manage time effectively and prioritise a range of tasks. It is an advantage to have knowledge of the University of Canterbury Communication skills that promote positive relationships with stakeholders Negotiating and conflict resolution skills. Ability to handle pressure, with a hands on, can do attitude

2. Personal attributes > > > > > > > > Highly motivated with strong leadership skills Outcome focused Able to work independently Strong communicator and influencer Innovative Organised and efficient Flexible Strong attention to detail

3. Qualifications Formal qualifications

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> Applicants must be able to demonstrate they have the skills, competencies and personal attributes to do the role well. A qualification can help to demonstrate that ability but is not essential.

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