Manages all aspects of the Private Certified Housing (PCH) program while serving as a liaison between University Housing staff and a wide range of campus, community, and Private Certified Housing partners. Thinks strategically about opportunities to improve the perception, visibility, and effectiveness of the Private Certified Housing program and, when appropriate, makes policy and process recommendations to the Associate Director. It is critical this position navigate complex and politically sensitive environments with professionalism and poise on campus, within the Champaign Urbana community, and among Private Certified Housing owners and managers. Serves as a primary contact for prospective and current students throughout the year and ensures staff have the tools and resources necessary to provide exceptional customer service. Manages large, complex data structures and contractual processes. Supports an integrated, team based office environment by providing functional leadership, guidance, and support to staff on a daily basis. Provides coverage and support to the Housing Information Office in the absence of the Customer Engagement Manager.
Duties and Responsibilities
Communications & Community Relations
- Applies advanced communication skills when working with a large and varied audiences; demonstrates excellence in communication and the ability to work effectively in a professional and collegial manner with supervisors, peers, customers, and partners.
- Maintains regular communication with Private Certified Housing owners/managers, Greek house corporations and fraternal advisors to advise and inform them of Certified Housing standards; analyzes trends within special populations and recommends process improvements as appropriate.
- Facilitates regularly scheduled meetings and seminars.
- Advises Private Certified Housing owners and managers, serves as a resource, and refers them to appropriate campus or community partners for support.
- Coordinates and facilitates required paraprofessional (student) staff training for Private Certified Housing units at the beginning of the fall and spring semesters; collaborates with University Housing staff and campus partners to ensure training content is comparable.
- Manages a multi channel communication plan for PCH, including basic website maintenance, social media, email communications, newsletters, and print materials using Adobe, Webtools, Adobe Express, WordPress, or similar tools; coordinates with third party vendors to request and implement website updates.
- Develops and implements creative strategies for outreach and dissemination of Private Certified Housing options and standards.
- Represents University Housing at outreach and recruitment events for students and families throughout the year, including large scale presentations (500+ attendees) and smaller question and answer sessions.
- Collaborates effectively with housing staff to understand and promote housing options that best meet individual student needs.
- Advises students on campus housing options, including University owned residence halls, University owned apartments, and Private Certified Housing units.
- Exercises sound judgment in navigating politically sensitive relationships, situations, and conversations with campus, community, and customer stakeholders.
- Works cooperatively with Private Certified Housing owners and managers, Residential Life, Family & Graduate Housing staff, and Student Affairs staff and faculty to establish, promote, and encourage consideration of all housing options.
Administration & Operations
- Supervises the Housing Representative – Private Certified Housing by assigning and reviewing work, providing training and guidance, and facilitating feedback and performance evaluation in accordance with University Housing and Civil Service policies.
- Coordinates administrative functions related to Private Certified Housing, including occupancy reporting, administration of the inspection program, enforcement of Certified Housing standards, documentation of policies and procedures, and maintenance of databases and inventories.
- Administers the Certified Housing process for campus using high level problem solving and multi-tasking skills to resolve complex issues, anticipate needs, and meet deadlines; manages strategic planning initiatives and recommends improvements to business procedures.
- Establishes, directs, and coordinates the safety, building inspection, and food safety programs to ensure all Private Certified Housing facilities are inspected and required corrections are completed each academic year.
- Administers the reciprocal agreement between University Housing and Private Certified Housing units, including establishment and regulation of agreement terms.
- Coordinates and communicates contractual details for PCH City Inspection intergovernmental agreements; secures purchase orders through appropriate channels; reviews and processes invoices, responds to inquiries, and leads collection efforts related to University Housing reimbursement.
- Serves as a leader within the Housing Information Office by providing functional expertise, guidance, and support to staff; assists with complex situations or questions related to Private Certified Housing and leads resolution of escalated concerns in coordination with Housing Information Office leadership.
- Promotes a positive work environment through effective collaboration, communication, and partnership among staff under the direction of the Associate Director of Housing Information & Marketing.
- Resolves general and escalated housing contract issues, policy questions, and appeals via phone, email, and in person communication with students, parents, family members, faculty, and staff, ensuring compliance with FERPA guidelines; exercises complex decision-making skills when addressing dissatisfied customers.
- Maintains and enforces deadlines related to contracts and policies; demonstrates strong organizational skills, including the ability to prioritize responsibilities, meet stringent deadlines, and manage urgent or unexpected matters.
- Manages the operation of related databases and web-based systems and provides comprehensive training and support to end users; utilizes Microsoft Office applications (Word, Excel, PowerPoint) to complete daily operational tasks; recommends operational and strategic system improvements.
- Oversees weekly First Year Live On Requirement communications to first year students from May through September and from October through January, supporting compliance with Student Code 2-201; refers students approaching non-compliance to Community Standards & Safety Education.
- Evaluates First Year Live On Requirement exemption waiver requests, renders timely initial decisions, records outcomes in appropriate systems, and collaborates with the Connie Frank Care Center on appeals.
- Conducts a joint annual market review of on campus, off campus, and designated benchmark housing properties with the Assistant Director of Operations & Leasing for Family & Graduate Housing; presents findings to the University Housing Occupancy Management Team.
- Bachelor’s degree.
- A total of one (1) year (12 months) in education, training and/or work experience in housing operations or administration.
- Demonstrated experience delivering public presentations and/or managing group communications.
- (Note: Master’s Degree in an area consistent with the duties of the position may be substituted for one (1) year of work experience.)
- Master’s degree.
- Full time experience leading, managing, or supervising staff.
- Experience effectively using technology including databases, Microsoft Office, website maintenance tools, social media platforms, and design tools such as AI assisted platforms, Adobe, Adobe Express, WordPress, or Webtools.
- Experience supervising and training staff.
- Experience working with Private Certified Housing at the University of Illinois or a comparable third-party private housing relationship.
- Customer service skills and the ability to provide accurate information and guidance to colleagues and customers.
- Ability to exercise sound judgment and decision making in a highly political and complex environment. Strong attention to detail and data accuracy.
- Knowledge of University of Illinois business policies and procedures.
- Ability to provide leadership and oversight within an integrated team environment while independently managing responsibilities with minimal supervision.
This is a 100% full-time Civil Service 5002 - Program Coordinator position, appointed on a 12-month basis. The expected start date is as soon as possible after 8/3/2026. The Budgeted salary range for the position is $57,000 to $63,000. The pay offered to the selected candidate will be determined based on factors including (but not limited to) the experience and qualifications of the selected candidate including equivalent years in rank, training, and field or discipline; internal equity; and external market pay for comparable jobs.
For more information on Civil Service classifications, please visit the SUCSS web site at https://www.sucss.illinois.gov/pages/classspec/default.aspx.
- Applications must be received by 6:00 pm (Central Time) on July 22, 2026.
- Apply for this position using the Apply Now button at the top or bottom of this posting. In order to be considered as a transfer candidate, you must apply for this position.
- When submitting your application, include a cover letter, resume, and the names, phone numbers and email addresses of three (3) professional references.
- Applications not submitted through https://jobs.illinois.edu will not be considered.
- If required by the position, transcripts or other documentation of credentials are to be provided no later than the first day of employment.
- For further information about this specific position, please contact University Housing - Human Resources at careers.illinois.edu
- For questions regarding the application process, please contact 217-333-2137.
- Sponsorship for work authorization is not available for this position.
At the University of Illinois Urbana-Champaign — the state’s flagship public university and one of the world’s leading research institutions — every staff member helps shape what’s next. Founded in 1867, Illinois is home to a vibrant community of 59,000 students from all 50 states and 129 countries, supported by 15 colleges and instructional units, more than 20 research institutes, and one of the most comprehensive student service ecosystems in the nation. Whether you’re empowering first-generation students, fueling breakthrough innovation, or strengthening communities across Illinois and beyond, your work here has a far-reaching and deeply meaningful impact. The university offers a highly competitive benefits package designed to support your well-being, growth, and financial security. Join a top 10 public university that has launched over 330 startups and continues to redefine excellence — where the Illinois Value Proposition ensures that your contributions are recognized, your potential is nurtured, and your career can thrive.
Champaign-Urbana
Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position; however, all employment decisions will be made by a person.
This position is intended to be eligible for benefits. This includes Health, Dental, Vision, Life Insurance, a Retirement Plan, Paid time Off, and Tuition waivers for employees and dependents.
The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify.
Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Accommodations may also be requested on the basis of pregnancy, childbirth, and related conditions, or religion. Requests may be submitted through the reasonable accommodation portal, or by contacting the Office for Access & Equity at 217-333-0885, option #1, or [email protected].
Requisition ID: 1036317
Job Category: Professional and Administrative
Apply at: https://jobs.illinois.edu
