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UC SAN DIEGO HOUSING A Year in Review 2015–2016
UC SAN DIEGO HOUSING A Year in Review 2015–2016
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ACRONYMS/ TERMS 4-1-1
HOUSING BY THE NUMBERS
CAMPUS & COMMUNITY PARTNERSHIPS
NEW PROJECTS, PROGRAMS & STREAMLINED PROCESSES
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AWARDS
FINANCIAL/ EFFICIENCY HIGHLIGHTS
MAJOR EXPECTATIONS
CAREER/ PROFESSIONAL INVOLVEMENT
HDH & SUSTAINABILITY
STAFF ADDITIONS & CHANGES
2015-16 Executive Summary
EXECUTIVE DIRECTOR OF HOUSING SERVICES
Jana Severson The Housing Services Division of UC San Diego’s department of Housing • Dining • Hospitality is an amalgam of service providers all dedicated to giving our customers excellent care as we implement programs that strive to support the academic mission at UC San Diego. This report is intended to outline our major accomplishments and innovations during the Fiscal Year 2015-2016. It provides information about our organization, metrics, partnerships, current programs, professional development, staffing, and recognitions. Central to all of these things are our core values of customer care, employee support, and operational excellence. I hope you find this report informative and insightful.
DIRECTOR OF MARKETING AND COMMUNICATIONS PRINCIPAL ADMIN ANALYST, SUPERVISOR
David A. Decaro ASSISTANT TO THE EXECUTIVE DIRECTOR ADMIN ANALYST
Sarah P. Law
SUSTAINABILITY COORDINATOR ADMIN ANALYST
Krista Mays EXECUTIVE DIRECTOR ASSOCIATE DIRECTOR
Jana L. Severson BUILDING SERVICES DIRECTOR ADMIN BUILDING MANAGER
PHYS PLT ADM AST
Jeffrey L. Wadell
ADMIN SPECIALIST, SUPERVISOR
Elizabeth Cardenas ASSOCIATE DIRECTOR OF SPHA ASSOCIATE DIRECTOR
Rebecca S. Otten
ACRONYMS/TERMS 4-1-1 Our Housing report may reference some unfamiliar terms, acronyms, and abbreviations. Please take a look at the list below for further explanation:
THE VILLAGE
ARCH
ICRA
Transfer Student
Graduate, Staff, and family
Inter-College Residents
Community located on the
specific Housing located
Association- plans social, cultural,
north end of campus.
on and off campus.
and educational events for residents in the 7 residential areas.
NRHH
ECONAUTS
National Residence Hall Honorary
Group of sustainably-minded
Hydration stations locations
(NRHH) organization advocating
students that hold educational
that offer free water to those
for the interests and welfare
and recreational events
with a reusable container.
of residence hall students.
furthering the “green” message.
The Preuss School UCSD is a charter middle and high school for low income students who hope to be the first in their families to graduate from college.
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UC SAN DIEGO HOUSING A Year in Review
UC SAN DIEGO HOUSING A Year in Review
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HOUSING BY THE NUMBERS The department of HDH boasts several different types of communities, including Residence Hall suites and Apartments for undergraduate residents; A Transfer-specific community of apartments located on the northwest corner of campus; single apartments on campus for graduate or professional students; as well as several communities off-site for graduate students, staff, and their families. As demand for Housing continues to grow, HDH steps up to build more space—including the newest graduate community, Mesa Nueva, which will feature single and family living apartments.
THE ARCH TEAM HOSTED Activities-monthly breakfast gatherings, professional development workshops, and physical activities like soccer, hiking, yoga and meditations. TOTALS INCLUDE: MESA & OMS / 82 events / 3875 attendees RITA / 39 events /1576 attendees SGA / 34 events / 670 attendees COAST / 29 events / 258 attendees LJDS / 22 events / 1472 attendees
MESA/OMS team setup up an additional emergency hospitality suite (2) to house displaced residents, creating a welcoming environment and saving approximately
THE VILLAGE LEASING TEAM
THE VILLAGE RESIDENCE LIFE provides DAILY student programming and support for 2000 residents.
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UC SAN DIEGO HOUSING A Year in Review
HOSPITALITY & CONFERENCE SERVICES
BUILDING & CUSTODIAL SERVICES COMPLETED
- Conferences - Orientations - ICA - Guest Housing - Shared summer Research Housing - Check-Inn
Partnered with POP to order and install
2000 new bike racks across all
housing facilities.
Custodial and Custodial Building Maintenance
- Summer Session & Programs
related work orders.
SUSTAINABILITY SUMMER CONFERENCE occupancy increased from 23% in 2014 to 30.8% in 2015.
HDH HYDRATION LOCATIONS
OVERALL
PRODUCE IS
SEAFOOD FROM
SUSTAINABLE
PURCHASED WITHIN
MONTERREY GOOD
FOOD
250 MILES
OR BEST CATEGORIES
reduced 677,568 bottles of water which is equal to 9.3 TONS of plastic and equivalent to approximately 1.4 MILLION gallons of
students reached thru
water consumed via refills in HDH areas.
EcoNaut RA presentations.
VILLAGE GAME ROOM upgrades included a new ping pong table which Undergraduate
was checked out on average
related Contracts processed ARCH Contracts processed
general email
SUG Waitlist
account emails
offers accepted
answered
UC SAN DIEGO HOUSING A Year in Review
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MAJOR EXPECTATIONS AKA, What we are excited about! ARCH Opening of Mesa Nueva, July of 2017! Graduate Housing ranging from studios to
2- and 3-bedroom apartments. Community Improvement- refresh Coast Community Room (TV, rug, mini kitchen) and additional
exterior furniture. Community Improvement- new pool furniture at Lebon Pool to support new BBQ install. Renovating and renaming Café Vita to “The Lounge @ OMS”, with added exterior seating program. A RCH Centralized Leasing Office specific website to help further our support for the communities by
properly directing inquiries and providing relevant information on demand. Creation and implementation of ARCH resident annual satisfaction survey. A RCH Connect programming assessment and identify graduate student success indicators. Work with Marketing to create new digital newsletter on website that can be update on a regular basis to
keep information current for residents.
BUILDING AND CUSTODIAL Furniture renewal at East and West Village Towers. Implementation of asset management tracking system.
Establishing a formalized Building and Customer Services Onboarding Program for new and newly promoted staff; the program is being designed to bolster divisional mission, vision, and goals while standardizing training and performance expectations. Residential Services & Housing Allocations team is upgrading to Mercury 3.0, a new RMS front-end for Admin Users, which redesigns current business operations and provides additional functionality and customization options.
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UC SAN DIEGO HOUSING A Year in Review
ALSO: P ursue mechanism for customers to make
contract prepayments only via credit card. Coordinate with Cashier’s manager to
streamline the Housing prepayment coding in compliance with internal control for deposit/prepayment reconciliation process.
THE VILLAGE Refocus on theme communities and
creating new goals and objectives. New measuring of effectiveness for
programming initiatives. Continue to make more ergonomic
study spaces and upgrade lounge areas so students are able to plug in and utilize mobile devices.
UC SAN DIEGO HOUSING A Year in Review
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HDH & SUSTAINABILITY Our sustainability team works with Housing, Dining, Maintenance, campus partners, and more to help meet UC San Diego’s goal of being a zero-waste campus by 2020. By educating staff and residents, buying locally, installing / switching out old bulbs for LED lighting, and updating maintenance software and systems, we are diligently working our way toward a green future.
GREEN STEPS FORWARD Updated Village and ARCH Mailrooms to run on same software as Student Mail Services. The system reduced paper usage in Mailroom by 85%! Added solar powered USB charging benches at the Village. We are the first university to host the Soofa bench!
COLLEGES ROCK HUNGER 2800 lbs & $200 cash was donated during CRH in 2015. Through our arrangement with the SD Food Bank we were able to ensure that while the food would be used immediately for SDFB needs the cash equivalent would be put into the Triton Food Pantry’s account for their future use.
FOOD SCRAP 184 tons of pre-consumer Food Scrap was diverted to composting through our food scrap composting program. This brings our Food Scrap program total to 1317 tons of food scrap diverted since we started in 2010.
MOVE-OUT PROGRAMS 21 tons of materials were donated to the DAV thru Undergraduate move out. ERC won the Donation Drive competition for the first time donating the most in the first 10 days of move out season.
FOOD RECOVERY NETWORK This year brought the development of the Food Recovery Network, which was conceived by EcoNaut
Samantha Forrest and Dining Student Luke Vickery. The FRN works with Dining to divert perishable edible food to local charities, primarily Urban Street Angels (homeless youth). To date, FRN has recovered: 1,040 lbs of food from HDH facilities
118 lbs from the Farmer’s Market
10 tons of non-perishable food went to the
500 lbs of expiration sensitive foods went to the
Triton Food Pantry
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UC SAN DIEGO HOUSING A Year in Review
SD Food Bank
MORE FUN FACTS:
HDH exceeded the campus
21.81% of our Food Purchases
goal of 20% sustainable food
were Local / Sustainable.*
*L ocal = less than 250 miles. Increases 22.59% using a 500 mile
by 2016.
definition of local.
LED lights installed at Mesa
HDH hydration
Eliminated 4.01 acres of turf
represent an approximate
stations helped
at Sixth, Marshall, Mesa, and
annual cost savings of
avoid 7.84 tons
Coast apartments = 750,555
of plastic bottles
gallons water saved per year.
needing to be recycled.
Installed
No Salt No
6370
Waste water
watermiser
softeners at
flo restrictors,
Canyon Vista
a calculated savings of 23 million gallons/year.
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CAMPUS & COMMUNITY PARTNERSHIPS HDH works in tandem with campus partners, as well as outside organizations, to maintain our mission of supporting the University and our customers. Our Housing, Dining, Marketing, Conference, and Sustainability teams promote and represent HDH across campus and beyond through orientations, seminars, conferences, presentations, and community events. HDH has worked to ensure the success of Triton Day, Preuss School events, The Walk to Cure Diabetes, New Transfer Workshop Series, new community garden projects at Sixth and Mesa, and more. ARCH partnered with the Office of Student Conduct to implement use of Advocate for processing conduct, resulting in a consistent process for all housing residents. The Residential Success and Community Development unit trained ARCH staff on conduct practices as well as how to handle care and concern situations.
ARCH also collaborated with a variety of campus representatives to build strong relationships for the benefit of serving students: Lighting Walk
Up on the Roof Party
SOM/SOP luncheons
Graduate department
presentations, orientations Meet and Greets Triton Food Bank
and resource fairs A nnual Walk the Block Party
Committee Wednesday Workshop H DH on the Move Block Party
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Committee
Beach Clean up
HDH Safety Committee
SAGE Event
HDH SMAC Committee
UC SAN DIEGO HOUSING A Year in Review
TRANSFER-STUDENT PROGRAMMING Worked with all colleges to host a Welcome Week Transfer Reception. Supported ACTA (the All Campus Transfer Association) with dedicated office space year-round and several
important programs like Know Your Orgs and a Housing Info Session for those students moving off campus.
Dr. Mohan Paturi and Summer Session Office on the
Continued partnerships with
International Center: webinar presence
( July 2016).
Academy & SPIS summer programs. Veterans Assistance Office: incoming and Worked with
Emily Kawahara at the
International Students & Program Office
returning student outreach and billing account assistance.
for Triton Edge (students participating as traditional summer housing students).
Jacobs School of Engineering ( Jacob’s Scholars):
prepayment account assistance. Worked on the Time Warner Committee for the
transition to digital for the on-campus students and bulk billing for our ARCH facilities. E AOP Office: Comienza con un Sueno and
C AL-SOAP: (May 2016) Incoming
student outreach. Financial Aid: Incoming student outreach.
UC Prep (March, July 2016) K-12 outreach. Admissions: Incoming Frosh Chancellor’s Office: Chancellor’s Associate
and Transfer Outreach.
Scholars Program and Chancellor’s Scholars ( July 2016) Year-round assistance and outreach.
HOUSING / SUSTAINABILITY & ECOGROUNDS 2015/16 brought the partnering between the EcoNauts and EcoGrounds to create a pilot Ambassador program. EcoNauts were trained on how sustainable coffee & tea are grown & processed so they could share that info with residents at events. EcoGrounds donated nearly 75 gallons of coffee & tea for events. EcoGounds made a deeper connection with UCSD as well by pledging to donate $.15 for every pound of Triton Blend sold at UCSD including Markets, Dining, Catering & Medical Centers.
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NEW PROJECTS, PROGRAMS & STREAMLINED PROCESSES A large part of our customer service and commitment to residents/customers involves re-examining our processes, educating and training our staff, and being responsive in a timely manner. Over the course of the year, we have included more education and training throughout the department, streamlined management, enhanced safety measures, and continued sustainability. Conference Services was renamed Hospitality and Conference Services to encompass the wider range of service options now available.
NEW BUSINESS PROCESSES ADDED INCLUDE Additional Housing/Identity Housing
Applications for the 3 Host Colleges Accept/Decline Applications
Admin Mercury Templates for College
Residential Life Offices Housing Admin and Additional Summer Housing
Applications (Student Employee, Academy/SPIS) New Summer Portal and UG Housing
Interest List Portal
Eliminated monthly electricity billing at the
Rita, saving approximately 16-24 labor hours of Move-Out Template, RA/HA Online
administrative time per month and less paper usage.
Housing Contract Several departments have been working with Information Technology (IT) to streamline processes and update technology. ARCH has introduced a new database, assisting with apartment turnovers and waitlist updates, eliminating non-interested placeholders. The Village is now using eRezLife, accessing real-time cross-referenced information that is critical in crises response situations, students of concern, and overall supervision. Undergrad Housing & Res Life have created a new SharePoint form for data collection, including a new Mercury template for easy viewing/updates in RMS, a New Payment Plan template for students to adjust their payment plan, and “information only” templates for students to access during big processes. The new Hospitality and Conference Services website debuted, with a greater emphasis on visual story-telling, and an organized, intuitive framework for information. Internally the department added a new CMS (customer management software) to the mix of systems to begin tracking all conference client inquires and build a qualified client list for future outbound sales and marketing opportunities.
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UC SAN DIEGO HOUSING A Year in Review
OTHER PROGRAMS IMPLEMENTED: Implemented new Laundry Account exclusive to residents only. New process created to provide ARCH applicants the ability to apply for Housing with
a specific roommate. Residential Services & Housing Allocations built the acceleRATE Summer Housing Self-Selection
process for acceleRATE students to select into their space for summer Housing (session I and II) Updates and revisions completed of ARCH AA II/III Training Manual used for onboarding of new
staff and as a reference guide for current staff. In support of the ARCH CONNECT model, Community Engagement Sessions were conducted at all
ARCH Properties by the community Resident Relations Coordinators. The Residential Success and Community Development staff created a survey in the spring utilizing the info received during the engagement sessions to assess the satisfaction of the ARCH residents. The Village Transfer Success scholar community relaunched with new goals and objectives. Upgraded seating in Village Tourmaline Study Lounge which is very popular amongst residents. Added couches with USB outlets to the Village Residential Services Lobby allowing students to have
another space to use in the Village for studying or lounging. Began assessment on the following Village areas for programming effectiveness: Sun God Programming
SUCCESS Programs
Triton Transfer Day
Theme Communities
Tunnel of Oppression
Established focus groups of residents from ERC, Village, and Marshall to assess their needs for
move-out so HDH could fulfill needs in a difficult move out year. Re-created Student Affairs Bootcamp into a workshop series, Working with Students, to train HDH
employees on student affairs fundamentals. Developed new Guest Experience survey to replace the previous paper version to be more
sustainable and derive information that is more targeted and timely with the update of new questions and sections on the survey. Building and Custodial extended the Flex Team model to our Off-Campus Custodial Team in
an effort to better serve customers and satisfy apartment turnovers. They also initiated an Asset Manager Cross-Training Opportunity which will serve to develop, implement, and maintain a formal BCS inventory system for furnishings and equipment. They also launched the Deliver Clean Savings project with Waxie. The partnership is designed to
improve logistics, eco-efficiency, training, and cleaning techniques throughout the operation. Early implementation has resulted in SKU reduction, specific item cost savings, and ordering efficiencies.
UC SAN DIEGO HOUSING A Year in Review
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CAREER/PROFESSIONAL INVOLVEMENT HDH is supportive of training and evolving our staff so that we can provide the utmost service to our customers and be more efficient in our work practices. Our staff attends and presents at national conferences, holds trainings on site, has created internal training/trainee programs for interdepartmental growth, and participating in UC San Diego sponsored programs. Examples include:
ARCH UC Grad and Family Housing Conference
Conference and took a Mindfulness class
held at UCSB Vaishakhi Executive Leadership Certificate Program WACUHO WACE Conference in Long Beach
Desai attended NASPA’s Mid-level
Conference Anthony
Keen completed Work-Leader
Laboratory; was reappointed to a leadership Leadership Advance: Design Thinking at UCSD
position with in NASPA’s Region VI Advisory Board as Knowledge Community Coordinator;
Lean Six Sigma: Green Belt held at UCSD Extension
served on the conference planning committee for NASPA’s Western Regional Conference; and
Hosted Red Folder trainings with Dr. Monique Crandall
attended annual NASPA conference – attended transfer student specific sessions.
Residential Success and Community Development Rexanne Paola Henao, Leasing Consultant, was admitted
as UCSD Transfer student! She has successfully
Bowman Anderson completed
Supervisor 101 training and ACUHO-I Assessment Certificate
completed her first academic year as a full time UCSD student while being a full time HDH employee.
Yvonne
Hernandez Friedman completed the
ACUHO-I Assessment Certificate Susan
Berry attended annual ACUHO-I
HOUSING ADMINISTRATIVE SERVICES Marlene
Bochene attended the Rady School of
Management Leadership Program hosted by
Sabrina
Wong attended the NACCU Conference
in April 2016
SMAC and attended the ACUHO-I Business Ops Conference in October 2015.
James
Her attended the Blackboard Spring
Training in March 2016 and the NACCU PaChia
Vue attended the ACUHO-I Business Ops
Conference in October 2015
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UC SAN DIEGO HOUSING A Year in Review
Conference in April 2016.
RESIDENTIAL SERVICES & HOUSING ALLOCATIONS Team attended onsite Crystal Reports Training – Beginning
& Advanced in Fall and Winter Quarter. Stacy
Travis attended the Rady School of Management
Leadership Program hosted by SMAC.
BUILDING AND CUSTODIAL SERVICES Five BCS employees participated in the Funds-for-You educational
program. Four managers and one Sr. Custodian were awarded funds for their professional development. Two Sr. Custodians participated in the UC San Diego Work Strong
program which focuses on individuals with work injuries to strengthen and reduce re-occurring injuries. Created and implemented a Summer Assistant Residence Hall
Manager Cross-Training Opportunity for eight existing staff members including seven Sr. Custodians and one Custodial BMW. Supported and encouraged staff to participate in department
programs such as: English as a Second Language program (ESL), Pain Free Program, and various work safety trainings.
UC SAN DIEGO HOUSING A Year in Review
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STAFF ADDITIONS & CHANGES Created the Strategic Partnerships and Housing Allocations Division, which includes
Administrative Services, Associated Residential Community Housing, Conference Services, Residential Services and Housing Allocations, and the newly created area for Residential Success and Community Development. The Village Residential Life team hired an ACUHO-I intern for Summer 2015; 2
academic year graduate assistants from the MA Postsecondary Education program to assist with Student Success Mentor programs and academic initiatives; and 5 Student Success Mentors (SSMs). A RCH: filled the Associate Director vacancy, created Central Lease Office, and hired
additional student employees to extend office hours at OMS, Rita and SGA. Custodial Operations re-organized its division to include a new Flex Team concept—
one Flex Team per two campuses. The Flex Team is back-up support to maintaining our facilities, keeping the surrounding grounds well maintained, and works to reduce the need for temporary staffing. The reorganization required the addition of 3 new Assistant Residence Hall Managers and 3 Laborer positions. The Village staff now works with the Night Custodial Crew to manage cleaning
at the 15th Floor Conference Room, The Bistro, and the Village Market. Building and Custodial blended operations with the ARCH Custodial Teams to better
align custodial services across all of Housing: Added one new Assistant Residence Hall Manager and three additional Sr. Custodian
to the Night Crew Operation to move towards 24 hours a day - 7 days a week custodial presence. Added an Assistant Residence Hall Manager and seven Sr. Custodian positions to
create the Off-Campus Flex Team. Added two additional Laborer positions to assist with work order completion and
special projects for the Village and Off-Campus Flex Teams.
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UC SAN DIEGO HOUSING A Year in Review
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UC SAN DIEGO HOUSING A Year in Review
AWARDS Academy/SPIS
Hernandez Friedman & Rexanne Bowman Anderson honorary members of
SMAC Continuum/Leadership
NRHH – National Residence Hall Honorary.
H DH Collaborates Teams
Yvonne
Development Program Bannister Family House Coast Parking Permit Program
Yvonne
Hernandez Friedman C/LSA Vice Chair
& representative to UCSD Staff Association.
ARCH CES Program Team ARCH Community Video Grads and Grub Event (Movers and Shakers)
Rexanne
Bowman Anderson WACUHO
Executive Board-Member at Large South.
Regular Session and Dining Dollar Journal
Automation
Hosted graduation celebration for former
foster youth. ACUHO I Award - Ariel won the New Professional
Award which provides her the opportunity to
Awarded NACURH Of The Month Travelling
attend the ACUHO-I conference in Seattle, WA.,
Award for most quality OTMs submitted over
along with a $1,000 conference credit.
the past year.
E xemplary Employee Nomination Saabrynah was a finalist in the HDH
Awarded NACURH NRHH Chapter of the Year
for 2016.
Exemplary Student Employees of the Year, being awarded a $350 cash award. Nathan was nominated and invited to awards
ceremony with Chancellor. NRHH – National Residence Hall Honorary Staff
ICRA Executive Board Member,
Brian Loh was
awarded a Silver Pin by the PACURH Director, the highest honor awarded to a student in the region. Brian
Loh was also awarded a Certificate of
Member for March 2016 went to Vaishakhi Desai,
Excellence by the PACURH Associate Director for
Village Assistant Director of Residence Life.
providing excellent support to him in his role.
2016 HDH Sustainability Award to Village
Residence Life staff.
Windi
Sasaki was awarded the Golden Louie
pin by the SAACCURH Regional NRHH Advisor. This pin is awarded for providing support and
Rezzie Outstanding Cultural Program (Staff) for
assistance to this advisor.
Tunnel of Oppression.
UC SAN DIEGO HOUSING A Year in Review
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FINANCIAL/EFFICIENCY HIGHLIGHTS It is our duty to remain fiscally efficient and responsible to best benefit our customer. Many of our processes were streamlined and made available online this year. Highlights include:
TOTAL 2015-16 BILLING
TOTAL 2015-16 PAYMENTS RECEIVED/COLLECTED
$140,532,431
$142,933,077
ARCH: $24,846,088
ARCH: $24,914,799
College UG and Village: $115,686,343
College UG and Village: $118,018,278 * *Includes prepayment for returning students’ future contract.
E-checks: 14,749 e-checks
Western Union
totaling $6,950,050 towards
Transactions: 1,020
Housing Prepayments.
(Growing method of payment)
AR Aging: Total Aged Balance
SUG Housing had an overall
at $264,784.93 representing
occupancy rate of 97% for the
0.0018% of 2015-16 Housing
2015-16 academic year. On
and Dining Plan Charges.
par with previous years.
Consolidated ARCH Communities increased average occupancy by 1/4% to 97.60% in FY-2016 over FY-2015, in conjunction with vacating a portion of North Mesa and temporarily holding some of LJDS units for a possible undergraduate overflow, which was not needed in the end.
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UC SAN DIEGO HOUSING A Year in Review
ARCH FY 2015/16: RAR - Under budget by $154,191 or 11% SGA - Over budget by $1,099 or 1% COAST- Under budget by $180,021 or 104% MESA - Over budget by $104,442 or 4% OMS - Over budget by $109,427 or 9%
Complete utilization of programming and activities budget allocated for Village Residence Life.
Developed a 3-year Business plan for Hospitality and Conferences Services that includes new future direction for year-round meeting rooms, Guest Housing and Meeting Planning Services as well as the current mix of Summer Conference offerings.
In collaboration with Financial Budget and Management, revisited how HCS handles all our financial processes including year-end closing to wrap up May 31 instead of June 30 so that all conference business/revenue can be pulled together for a complete summer.
UC SAN DIEGO HOUSING A Year in Review
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