Make a difference
The Manager, Tenancy Management is responsible managing and monitoring the full scope of tenancies for the region, including access and support services for tenants who are at risk of losing their home or who require additional supports to achieve housing stability.
In this role, you will provide leadership to the region’s Supervisor, Tenancy Management. You will identify, plan and execute initiatives to improve housing stability for tenants facing increased vulnerability to eviction, and make recommendations to senior management. You will also contribute to development and management of strategic plans at the regional level for tenant and non-tenant parking as well as rental arrears and litigation.
This is your opportunity to bring your values around creating quality homes in vibrant communities where people are proud to live and work to this role. Let’s work together to achieve our vision.
What you’ll do
Report to the General Manager
Manage through established strategic plans and metrics, as identified in the Operations Agreement and developed by the General Manager/Chief Operating Officer, (i.e: pests, in unit inspections, common spaces, etc) and align standards with work breakdown structure and hours to complete tasks to ensure optimal staffing levels
Provide strategic advice and guidance on tenant access and support issues
Manage the community housing program administration functions including vacancy management, tenant/non-tenant and employee parking, eviction prevention and rent determination
Manage the Rent Geared to Income (RGI) review process pertaining to rent calculation
In collaboration with the General Manager and other staff across regions, manage the accessibility strategy and related processes
Provide strategic advice and guidance on rent issues, including arrears and litigation
Ensure compliance with applicable by-laws, standards and legislative requirements including Residential Tenancies Act, Housing Services Act, etc ).
Provide advice and expertise on matters relating to services and local partnership development, particularly those tenants at risk of losing their housing including those with mental health or substance use issues, diminished capacity, physical or intellectual impairments, literacy or language barriers, a history of street homelessness, frail or isolated seniors and adults with special needs
Implement and monitor tenant support partnerships, initiatives, systems, policies and procedures
Coordinate the ongoing evaluation of local tenant support partnerships and services; work with other business units to document data for evidence-based decision-making and business plan development
Coordinate creative partnerships and joint service planning in collaboration with other managers, supervisors, and staff across service pillars and regions
Coordinate with local LHINs and other funders to identify gaps in services to tenants and to generate new sources of funding
Manage a team of union and non-union staff (Tenant Services Coordinators, Community Services Coordinators, Clerks) to deliver service that meets the established standards, metrics and targets
Coach and train staff ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning. Build and nurture a culture of tenant-centric performance excellence through communication, coaching and fair/equitable treatment of staff; promoting a safe, respectful, diverse and inclusive workplace.
In collaboration with Human Resources, contribute to the resolution of labour relations matters including discipline, grievances and union partner relationship management
Manage the budget and ensure service delivery is tied to the budget
Prepare or support the preparation of funding proposals, business cases and resource development activities in support of tenant support initiatives
Prepare regular reports and updates on tenant support activities
Prepare timely reporting of performance measurement statistics and identify areas that are below standard along with implementing plans to address improvement
Lead process improvement initiatives and demonstrate a strong commitment for improving the overall tenant experience
Act as a key liaison among local staff, community partners, elected officials, tenants and others
Appear at the Landlord and Tenant Board in support of legal steps being taken with respect to specific tenant cases
Adhere to established Human Resources policies and procedures
What you’ll need
Completed post-secondary education in Property Management, Business Administration, Operations Management, Social Services, Health, Community Development or in a relevant discipline
Approximately 5 years of progressive work experience in property management, social services, health, community development or related area
Direct experience in a clinical, supportive housing, personal support, or community-based health setting is an asset
Demonstrated business operations experience involving managing large budgets, developing metrics and standards, and aligning standards to work breakdown structures
Proficient in strategic planning, development of business plans, creation of needs analysis, and implementation of process improvements to manage more effectively the full scope of the tenancy
Experience with annual rent reviews and knowledge of market rent strategies and principles
Demonstrated experience in the coordination of support services, preferably in a housing context
Knowledge of the principles, practices and techniques related to the delivery and coordination of tenant and community programs including services for mental health and addictions, seniors, individuals with a history of homelessness and people with special needs
Experience with partnership development, management and evaluation
Knowledge of the network of health and mental health resources in Toronto, including community-based mental health, supportive housing, community care and long-term care providers
Understanding of anti-oppression, human rights, equity and recovery frameworks and proven ability to work effectively with a diverse and vulnerable client population
Ability to communicate effectively with a diverse tenant population in difficult situations and resolve sensitive issues
Strong listening, verbal communication, writing, conflict resolution and presentation skills
Ability to understand complex tenancies and the issues that affect those with social and economic vulnerability, diverse in age, race, sexual orientation, culture and ability
Experience working and managing staff in a unionized environment
Knowledge of applicable legislation including Residential Tenancies Act, Occupational Health and Safety Act, Human Rights Code, Ontario Building Code, Fire Code, Labour Relations Act, Social Housing Reform Act, etc
Commitment to providing high quality tenant/customer service
G-License and own vehicle is an asset to travel to various buildings
Once you apply, we’ll review your resume and contact you if we believe your skills and experience will make you successful in the role. If you are selected to move forward, the process will include one or more interviews and/or assessments and reference checks.
In addition to a competitive salary and a rewarding career where you can truly make a difference, we offer a comprehensive benefits package that meets the various needs of our diverse employees, including:
Three weeks paid vacation and two personal days
Defined Benefit Pension Plan
Health and Dental Benefits including Healthcare Spending Account
Employee Assistance Plan
Maternity and Parental Leave Top Up
Fitness Membership discount
Annual Tuition Reimbursement
Please note: This temporary position may be extended or become permanent in order to meet business needs. If this occurs, the position may not be reposted.