University of Waterloo

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Residence Facility Coordinator

Residence Facility Coordinator

Requisition ID 
Job Category  
6465 - Housing & Residence
Job Status 
Regular Full-Time
Hiring Range 
$40,264 - $50,330

More information about this job


The Residence Facility Coordinator is the key contact for all facility and security related issues within UW Residences. This role providesinitial assessment for all issues arising within the UW Residences, and is responsible for coordinating and prioritizing the many details that go along with the daily operation of a residence facility. This position ensures that work orders are responded to in a timely and efficient manner and coordinates with all other appropriate stakeholders to ensure that the immediate and long term solutions are identified and resolved.


Evaluation and Assessment

  • First point of contact when issues/concerns arise relating to UW Residence facilities, including safety/security issues
  • Responsible for addressing and triaging all reported facility issues; which includes investigating and assessing risk as necessary, occurrence documentation and communicating suggested courses of action based on proficiency and historical/community knowledge
  • Collaborate with appropriate service from other departments on campus/contract companies to coordinate short term and long term solutions to reported issues

Operations Management: Maintenance

  • Responsible for administration of the department’s work order system, HoME (Housing Management Enterprise) including data accuracy and integrity, coordination of program updates, database management, and working toward continuous improvement
  • Track workflow of work orders and requests, utilizing data to ensure services are completed in a timely manner; reviewing data for pattern and trend analysis, and other metrics as appropriate
  • Understand the key systems and manage access control (hard key and electronic access) at ground level

Analysis and planning

  • Responsible for planning out the cyclical tasks associated with maintenance processes such as EOT/SOT, December lockdown, Move In, and regular maintenance projects
  • Assist with the unit’s spring term plan to accommodate preventative maintenance needs in conjunction with other unit initiatives (spring term cleaning, capital plans, move outs, allocations, etc)
  • Analyze trends from breakdowns, room condition cards and make recommendations for preventative measures for known and anticipated issues to the manager/RFMT

Customer Service

  • Provide excellent customer service to all stakeholders (including students and staff), often during more urgent facility issues matters that require quick/concise communication as new information promptly develops
  • Ensure timely response and follow through to make sure issues are resolved to client satisfaction
  • Work closely with other Housing and Operations teams to ensure collaboration, sharing of best practices, and identification of new improvements and efficiencies while minimizing the impact on students.
  • Initiates and manages all incoming and outgoing communication related to facility updates/repairs, including follow up on work orders, occurrence report/inspection documentation, collaboration of services, with all stakeholders impacted
  • Elevate customer service by creating and maintaining service memos, providing communication of immediate shutdowns and changes in services, email responses, qualifying issues etc

Fiscal Management

  • Ensuring the residence facilities and the services within are well preserved and replacements/repairs are planned and coordinated with those impacted
  • Provides input to the budget for future considerations from relevant data resources
  • Responsible for all fiscal transactions and decisions with work/repairs/replacements up to 300K per community
  • Works with Purchasing Department to order replacement appliances and to work through new service agreements or requests for new quotes/purchase when required

Operations Management: Safety and Security

  • Responsible for management of all key related functions, including audits, permit and lockbox administration
  • Attends scheduled safety walks (two per year). Responsible to satisfy all required departmental safety initiatives including administering inspections, hazard reports or implementing work orders/reviews as a direct result of the safety walks/audits
  • Responsible for assisting with planning, developing and implementing new safety/security processes as they become relevant to facility needs
  • Participate in the creation of emergency/security plans in consultation with the Assistant Manager


  • College Diploma in Office Administration, Business Administration or related discipline or equivalent combination of education and/or experience required
  • Minimum of 1 year experience performing duties related to the above mentioned key accountabilities in an office work environment
  • Demonstrated experience with customer relations, record keeping, facilities management, purchasing and/or scheduling work management
  • Demonstrated ability to work in a fast paced environment
  • Valid class G driver's license with a good driving record; must be insurable
  • Working knowledge of facilities maintenance and operations and/or Residence/Student life background and knowledge of the UW community and culture a definite asset
  • Experience using HoME or other work order systems. Strong computer skills to operate various technical computer systems. Proficiency in Microsoft Office software to include Word, Excel, PowerPoint and the Internet
  • MS Word - Intermediate, Excel - Intermediate, and experience with HoME
  • This role may require some overtime at the end and start of terms, including evening and weekend work