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Co-ordinator, External Services

Department: Housing and Residences Effective Date: May, 2010


40 hr/wk /wk8:00am-4:30 pm.

Reports to: Manager, External Services

General Accountability

The Co-ordinator reports to the Manager, External Services to assist with the effective delivery of well maintained and clean residence facilities. The incumbent is part of a team who works together to ensure each student resident receives outstanding customer service while providing each student with a safe and comfortable residence living environment.

Nature and Scope

Also reporting to the Manager, External Services are casual contract cleaners. The Co-ordinator is accountable to the Manager for providing support in the delivery of all accommodation services from external services. In general external services are activities and services provided to students that are not under the direct stewardship of the Department. 

External accommodation services include graduate student housing and visitor accommodation. Columbia Lake Village-North (CLV – N) is a townhouse community for students with families and single graduate students. The community provides a safe and comfortable environment for people of all ages. It is a very diverse community with students and families from all over the world. International diversity is embraced and celebrated.

The incumbent assists with the delivery of a cleaning and maintenance services program for CLV – N, a 250 unit townhouse complex that is owned and operated by Reids Heritage Homes (external service provider). Effective and thoughtful co-ordination of this program is an important provision of service between the tenant and the external service provider on matters including: co-ordination of the preparation of residences for move-out and occupancy; repairs and facilities management; and supervision and interaction with tenants on all matters pertaining to physical care and maintenance of their townhouse unit. The nature of this diverse clientele requires a variety of start and end dates to their occupancy and necessitates a clear and thoughtful approach to maximize service opportunities and customer service.

The incumbent assists with the provision of all cleaning, maintenance, furnishings and amenities at units that are reserved for visitors to UW. These include 1 apartment above Health Services for short stay guests and 7 one and two-bedroom apartments located off campus for visitors staying longer periods. These units are fully equipped and offer executive accommodation. Occupancy and start and end dates can vary considerably and require the manager to be thoughtful in planning cleaning and maintenance schedules.

The Co-ordinator is also responsible to assist with room and suite inspections, assessment of fines and damages and recommended course of action. Partnerships with external service providers, desk services and residence life staff, among others, are crucial to successfully provide service, support and resources to students.

 The Co-ordinator, External Services must be knowledgeable of provincial regulations pertaining to Residential Tenancies Act.

The Co-ordinator’s responsibilities are team oriented and as such, the incumbent must develop and maintain productive working relationships with other staff in the Department, the University and external services providers. The incumbent must possess maturity, patience, good judgement and the ability to respond to numerous requests and questions. Excellent oral and written communication skills are essential.  The incumbent demonstrates a good working knowledge of word processing software (Microsoft Word), spreadsheet applications (Excel) and residence management software (RMS). The incumbent is expected to function with a high degree of independence, accuracy and attention to detail.

Statistical Data

Townhouse unit turnover, annual                                120

Visitor apartment turnover, annual                             110

Operating budget                                                                    $125k

Furnishings and equipment budget                             $15k

Specific Accountabilities

Record Keeping


Key Control



End of term and monthly vacating inspections



Keep informed of changes to legislation as it affects the North Community, and ensure that all legal requirements are met in issuances of notifications.

Working Conditions

Much of the time is spent sitting in a comfortable position with frequent opportunity to move about. Located in a comfortable indoor area, there is frequent need to give close attention to written material and information given verbally to students, parents and co-workers. There is a demand for thoroughness and accuracy. The work is varied.

Unit inspections occur at end of term. These inspections require the incumbent to be outside and travelling between buildings in fall, winter and spring and in all types of weather conditions.

There are deadline pressures particularly at the end of each academic term. The incumbent is expected to be available to work overtime.