Are you passionate about creating safe, welcoming communities where seniors can thrive? We are seeking a Tenant Relations Lead to support our Independent Living communities by building positive resident relationships, navigating complex tenancy matters, and helping ensure residents have the supports they need to live well. This is an opportunity to make a meaningful impact while working as part of a collaborative and compassionate team.
JOB SUMMARY
This temporary position supports the Independent-Living Team by focusing on tenancy administration, compliance and day-to-day operational continuity during a maternity leave period. The role works in close partnership with the Assistant Manager, who will hold responsibility for team leadership, while this position focuses on core tenancy responsibilities.
The Tenant Relations Lead will carry out their duties in accordance with the Canadian Baptists of Western Canada (“CBWC”) Statement of Faith and CBWC Cultural Statement. They always maintains the highest quality of customer service, and treats all stakeholders with kindness, patience and respect.
Core Outcomes:
- Effective resolution of tenant concerns and complaints
- Consistent and compliant tenancy processes across the full tenant lifecycle
- Reliable support and backfill for tenancy operations (including Coordinator functions)
- Accurate oversight of vacancy, intake, and unit management
- Clear and consistent communication with residents
- Timely identification and escalation of tenancy-related risks
- Strong adherence to privacy and confidentiality standards
KEY RESPONSIBILITIES
Tenancy Leadership & Escalations
- Lead resolution of tenant conflicts, complaints, and complex tenancy issues escalated from frontline staff
- Oversee and support the full tenancy lifecycle from intake to move-out
- Support and backfill the Tenant Relations Coordinator, ensuring continuity of daily tenancy operations
- Apply consistent interpretation of tenancy policies, agreements, and procedures
- Support advanced tenancy processes, including: coordination related to formal notices or escalated matters, and preparation for tenancy‑related proceedings where applicable
- Identify recurring issues and support improvements to tenancy practices and consistency
Compliance and Tenancy Administration
- Support tenancy administration, as needed
- Oversee and approve rent increases and income verification processes
- Ensure compliance with housing agreements, tenancy policies and organizational expectations
- Ensure appropriate handling of confidential resident information and compliance with privacy legislation and organizational policies.
- Identify, escalate, and mitigate tenancy-related, compliance, and privacy risks
Unit Tracking & Vacancy Management
- Lead oversight of unit tracking and vacancy management, including: coordinating turnover processes with internal teams, and supporting timely occupancy decisions
- Collaborate with relevant teams to ensure efficient and accurate transitions
Financial & Administrative Oversight
- Approve and oversee cash float processes
- Support accuracy, accountability, and documentation in tenancy‑related administrative processes
Resident Communication & Coordination
- Oversee communication to residents regarding unit access and preventative maintenance, and tenancy compliance and potential breaches
- Triage and coordinate with health authorities and external care organizations
- Ensure communications are clear, consistent, and appropriately documented
Tenant Support & Referrals
- Maintain awareness of resident well‑being
- Identify residents who may benefit from additional support
- Coordinate referrals to chaplaincy or other internal supports, as appropriate
Cross-Team Collaboration
- Work closely with: Assistant Manager (alignment and escalation support), Tenant Relations Coordinator (frontline coordination)
- Liaise with, Building Services, Finance and Chaplaincy
- Participate in team check‑ins and shared tracking systems
PROFESSIONAL QUALIFICATIONS
Education & Experience
- Experience in tenancy management, property management, or housing operations
- Demonstrated experience managing tenant conflict, complaints, and escalations
- Experience applying policies, compliance requirements, and risk‑based decision‑making
- Familiarity with tenancy legislation and compliance frameworks
- Experience in administration, documentation, and process coordination
- Preferred experience in non‑profit housing or seniors housing environments
- Preferred experience working with diverse or vulnerable populations
Skills & Abilities
- Strong judgment and decision‑making skills, particularly in complex or sensitive situations
- Excellent conflict resolution and de‑escalation skills
- High level of accountability and attention to detail
- Strong organizational and systems thinking skills
- Ability to identify risk and take proactive action
- Clear and professional communication skills
- Ability to work both independently and collaboratively across teams
- Strong understanding of role boundaries and escalation protocols
Pay: $55,000.00-$65,000.00 per year
Benefits:
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care
Experience:
- Customer service: 2 years (preferred)
- Property management: 1 year (preferred)
Language:
- Cantonese (preferred)
- Mandarin (preferred)
Work Location: In person
