Manager, Tenancy Administration

Ottawa Community Housing - Ottawa, ON (30+ days ago)

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Reporting to the Senior Manager, Tenancy Administration and working out of an assigned Area Office, the Manager, Tenancy Administration is responsible for the quality, responsive and efficient delivery of tenancy administration services and office administrative processes and functions. The Manager oversees rent and income reviews, unit rentals, the collection and resolution of tenant debts and the delivery of services that support successful tenancies. The Manager plays a central role in shaping a positive tenant experience and the delivery of a high standard of customer service. The Manager oversees the operation of the assigned work unit, including managing financial resources and providing overall supervision and direction to assigned staff and driving continuous improvement.

Manages the marketing, allocation and leasing of vacant units to eligible individuals in accordance with statutory requirements, relevant policies, procedures and targets
Manages processes related to tenancy administration, including income reviews, rent calculations, transfer requests and appeals, and internal reviews
Manages effective collections processes and the proactive prevention and resolution of tenant debt related to rent, utilities, maintenance and other charges
Manages the delivery of tenant support services that promote successful tenancies, including access to information, supports and assistance in the community
Manages tenancy administration activities related to the re-development of the housing portfolio, including tenant relocations, moving incentives and supports and unit allocations
Manages processes and decisions related to the termination of tenancies and approves the escalation of matters to the Landlord and Tenant Board
Monitors, reports on and provides recommendations regarding at-risk tenancies
Monitors occurrences and ensures timely response to contacts and follow-ups
Monitors, investigates and ensures the response to tenant inquiries and complaints, referring to other resources as required and ensuring appropriate documentation and timely follow-up
Engages tenants and provides information, education and support on a range of community and corporate issues, initiatives and activities, contributing to a positive tenant experience through effective and compassionate tenant interactions and the delivery of a high standard of customer service
Oversees the review and handling of claims of fraud, waste and misuse, assigning staff to review claims, escalating significant claims and ensuring appropriate documentation
Oversees the delivery of front office reception and telephone services and the procurement and control of supplies, furniture, services and inventory for the Office
Ensures ongoing monitoring and updating of OCH’s housing management system
Liaises with internal and external stakeholders on community issues and events
Supports the coordinated response to incidents with broad community impacts
Supports the development, implementation and adherence to policies and procedures
Reviews, monitors and makes decisions for the allocation of subsidies based on registration and program constraints including the removal of subsidy
Ensures cross functional collaboration between staff including the identification and sharing of best practices
Liaises with and acts as the main point of contact for designated partner agencies, ensuring the appropriate review and response to requests
Supports the preparation of and manages assigned budget, monitors expenditures, ensures the timely validation and approval of expenses, and ensures costs are controlled
Provides leadership and overall management of staff within areas of responsibility, including assigning, monitoring and evaluating work, setting work plans, priorities and expectations, coaching, developing and motivating staff, and ensuring effective service delivery
Identifies, plans for and manages human resources needs for assigned area of responsibility, including hiring, termination, discipline, investigations and grievances
Manages the effective and efficient operation of areas of responsibility, monitoring, reporting and adhering to targets and performance indicators, and driving continuous improvement
Oversees the effective procurement and management of contractors, consultants and suppliers that support the delivery of services
Manages collaborative and results oriented relationships, acting as a respectful, courteous and professional representative of OCH with all work related contacts
Participates in management team meetings, departmental and corporate workgroups, committees and initiatives as identified
Works in collaboration with other staff in a team approach to service delivery
Ensures the timely investigation, response to, and documentation of all workplace incidents
Ensures that own work and the work of all staff aligns with OCH values, interests, plans and objectives
Ensures that own work and the work of all employees is carried out in accordance with applicable health, safety and privacy legislation, policies and procedures, and all other legislation, policies and procedures relevant to area of work

A typical candidate will have the following qualifications and experience. Exceptional candidates with different qualifications will be considered at the discretion of the employer if demonstrated experience, knowledge and ability warrant.

Completion of a post-secondary program in public administration, social science, social work, or a related field
A minimum of five (5) years of related experience, including experience with the management of operations and experience managing a team of staff
Experience working in extremely dynamic environments and managing multiple and changing priorities
Experience working with vulnerable communities and populations with complex needs
Experience working in the housing sector is an asset
Experience managing staff in a unionized environment is an asset

Demonstrated knowledge of processes related to tenancy administration
Knowledge of project and time management practices to efficiently administer several projects and deal with competing priorities
Knowledge of community resources and networks relevant to the needs of tenants
Knowledge of partnership development
Knowledge of conflict resolution and mediation strategies
Knowledge and understanding of social housing programs and RGI rent policies is preferred
Knowledge of OCH policies and procedures related to tenant selection, placement, and internal transfers
Knowledge of debt collection procedures
Knowledge of Landlord Tenant Board rules, practice directions, and guidelines
Knowledge of Word, Excel, PowerPoint, Outlook, database applications and other standard corporate software
Understanding of the diverse needs, abilities and social, economic, cultural and other factors present in OCH tenant communities
Understanding of the values, vision and mission of Ottawa Community Housing and a commitment to support those objectives
Knowledge of applicable health and safety legislation, including the rights and responsibilities of workers and supervisors
Must be familiar with all applicable statutory requirements, policies, procedures and guidelines relevant to area of work
Mediate disputes and resolve delicate situations with tact and diplomacy
Ability to identify and implement ongoing business process improvement
Ability to work in a dynamic environment that requires flexibility and creativity, and to manage the resulting stressors
Effective client service and collaboration skills, including ability to develop and sustain successful relationships with internal and external stakeholders
Ability to develop and lead cross-departmental and inter-agency functional teams
Proficient in the use of information technology such as mobile devices and computer systems in the performance of work

The core competencies to effectively perform in this position are Delivers Great Service, Builds Strong Work Relationships and Puts Learning to Work.

The leadership competencies to effectively perform in this position are Leads People, Leads Strategy and Leads Results.

It is expected that these behaviours are demonstrated up to and including the specified level for each competency. Click here for the full competency profile.

Delivers Great Service

Builds Strong Work Relationships

Puts Learning to Work




Leads People

Leads Results

Leads Stratefy




Oral fluency and reading and writing abilities in English are required
Oral fluency, reading and comprehension abilities in French is required

Satisfactory Criminal Records Check
Must have a valid Class “G” drivers license or equivalent and provide a personal vehicle for business use
OCH is committed to providing accommodations for people with disabilities. If you require an accommodation, please notify Human Resources and we will work with you to jointly address your needs.