What we offer
In addition to a competitive salary and a rewarding career where you can truly make a difference, we offer a comprehensive package that meets the various needs of our diverse employees, including:
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Ability to participate in inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities;
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Minimum four (4) weeks of paid annual vacation days, increasing with years of service;
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Four (4) paid personal days;
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Defined benefit pension plan with OMERS, includes 100-per-cent employer matching;
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Health and dental benefits, including a health spending account available upon your start date;
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Employee and family assistance program;
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Maternity and parental leave top up (93% of base salary);
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Training and development programs including tuition reimbursement of $1500 per calendar year.
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Fitness membership discount;
This job also offers the opportunity to work from home as part of a hybrid work arrangement. This arrangement will allow you to work some days at a TCHC work location and the rest of the time from home. The amount of time required to work at a TCHC work location is flexible, while considering operational and service delivery requirements.
Make a difference
Reporting to the Director, Operations Planning and Program Services, the Manager, Tenancy Management, Centralized Services and Supports is responsible for developing systems, training and leadership tools to support the 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. The role is also responsible for providing leadership to the region’s Tenancy Management teams and for identifying, planning and executing initiatives to improve housing stability for tenants facing increased vulnerability to eviction, and to make recommendations to senior management. This role also contributes to development and management of strategic plans for the tenancy management pillar for tenant and non-tenant parking as well as rental arrears and litigation.
What you’ll do
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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
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May manage a team of union and non-union staff to deliver service that meets the established standards, metrics and targets
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In collaboration with Human Resources, contribute to the resolution of labour relations matters including discipline, grievances and union partner relationship management
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Provide strategic advice and guidance on tenant access and support issues
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Manage the community housing program administration functions including vacancy management, tenant/non-tenant and employee parking, eviction prevention and rent determination
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Manage the Rent Geared to Income (RGI) review process pertaining to rent calculation
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In collaboration with the Director, Operations Planning and Program Services and other staff across regions, support the accessibility strategy and related processes
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Provide strategic advice and guidance on rent issues, including arrears and litigation
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Ensure compliance with applicable by-laws, standards and legislative requirements including Residential Tenancies Act, Housing Services Act,etc ).
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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
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Implement and monitor city wide tenant support partnerships, initiatives, systems, policies and procedures
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Coordinate the ongoing evaluation of centralized tenant support partnerships and services; work with other business units to document data for evidence-based decision-making and business plan development
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Coordinate creative partnerships and joint service planning in collaboration with other managers, supervisors, and staff across service pillars and regions
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Manage the budget and ensure service delivery is tied to the budget
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Prepare or support the preparation of funding proposals, business cases and resource development activities in support of tenant support initiatives
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Prepare regular reports and updates on tenant support activities
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Prepare timely reporting of performance measurement statistics and identify areas that are below standard along with implementing plans to address improvement
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Lead process improvement initiatives and demonstrate a strong commitment for improving the overall tenant experience
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Leading training curriculum and train staff ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning
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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
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Manage and lead Tenancy Communication emails and communications to tenant service coordinators
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Adhere to established Human Resources policies and procedures
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Support HOMES sustainment work and best practices, by proactively working with IT and local teams to troubleshoot issues and ensure participation by necessary tenancy management resources in the solution development and testing
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Proactively identify where process changes or new process will impact the configuration, data or reporting in HoMES and ensure that recommended changes are brought forward well in advance of process implementation.
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Develop/ lead training on Tenancy Management related issues connected to HOMES including the updating of training material and communications
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Proactively connect with colleagues and mangers to understand emerging longer term needs of the HoMES solution and document those emerging needs in the form of business requirements and outcomes expected
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Organize and manage, in partnership with ITS, the participation of tenancy management staff as required in the testing of enhancements, upgrades, reports, or any changes to HoMES even if not initiated by tenancy management
What you’ll need
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Completed post-secondary education in Property Management, Business Administration, Operations Management, Social Services, Health, Community Development or in a relevant discipline
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Minimum 5 years of progressive work experience in property management, social services, health, community development or related area
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Demonstrated business operations experience involving managing large budgets, developing metrics and standards, and aligning standards to work breakdown structures
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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
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Experience with annual rent reviews and knowledge of market rent strategies and principles
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Demonstrated experience in the coordination of support services, preferably in a housing context
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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
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Experience with partnership development, management and evaluation
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Direct experience in a clinical, supportive housing, personal support, or community-based health setting an asset
What’s next
Once you apply, we’ll review your resume and cover letter to determine if your skills and experience match the qualifications for the role. Only qualified candidates will be contacted to move forward in the hiring process. If you are contacted, the process will include an interview, written/practical test, and reference check.
INDS
