City : Toronto

Category : East, Central & West Regions

Industry : Real Estate and Rental and Leasing

Employer : Toronto Community Housing Corporation

Please Note:

An Eligibility List will be created from this competition and will be in effect for up to six (6) months for future Temporary and Permanent Tenant Service Coordinator positions that may become available.

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:

• Ability to participate in inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities;
• Minimum three (3) weeks of paid annual vacation days, increasing with years of service; 
• Four (4) paid personal days;
• Defined benefit pension plan with OMERS, includes 100-per-cent employer matching;
• Health and dental benefits;
• Employee and family assistance program;
• Maternity and parental leave top up (93% of base salary);
• Training and development programs including tuition reimbursement of $1500 per calendar year;
• Fitness membership discount.

Non Hybrid Eligible Job: This position requires the incumbent to be on-site everyday and does not offer the opportunity to work from home.

Make a difference

Want to help grow our communities?  At Toronto Community Housing, we pride ourselves in developing Toronto’s neighbourhoods and helping our residents succeed.  We are searching for dedicated and passionate Tenant Service Coordinators to join our team and help the communities of Toronto thrive! We put our tenants first. We strive to be tenant-focused, collaborative, fair, respectful, accountable, solution driven, and proactive in everything we do.

Reporting to the Supervisor, Tenancy Management or Supervisor, Tenant Services, the Tenant Service Coordinator will provide a wide range of administrative and clerical support services required in the day-to-day management of a social housing portfolio in a manner that supports TCHC’s tenant focused culture. The Tenant Service Coordinator is expected to be self-motivated and function independently on a wide range of landlord and tenant activities.

What you’ll do

• Actively support, promote and assist in implementing Toronto Community Housing’s Community Management Plan (CMP) initiatives to: connect, support and engage tenants, maintain and create good quality and safe housing and ensure strong core business practices
• Prepare a variety of routine correspondence and reports; examples include: tenant complaints, 24 hour access letters, move out acknowledgements, annual rent receipts, confirmation of tenancy, tenant charge letters, Social Housing Reform Act (SHRA) letters, etc.
• Perform leasing duties such as preparation and signing of leases; may also be required to show vacant units
• Conduct leasing interviews in accordance with policies and procedures using the Tenant and Applicant Waiting List (TAWL) and Housing Management System (HMS)
• Match prospective tenants and transfers with vacant units, according to placement procedures, and offers units
• Creatively market vacant units to minimize vacancy losses
• Respond and resolve telephone, counter and mail inquiries on a wide range of tenancy matters including, but not limited to, rental accounts, parking, legal matters, transfers, etc.
• Coordinate tenant legal processes including initiating termination notices for tenant arrears/breaches of Residential Tenancy Act (RTA)
• Negotiate and monitor repayment agreements in accordance with the Eviction Prevention Policy
• Collect rental arrears and attends Tribunals as required
• Maintain an effective electronic and manual record keeping system for business practices including: vacation schedules, tenant files, attendance, accounts payable documents, Housing Service Act (HSA) documents and legal documents, etc.
• Provide services to a diverse community respecting TCH’s policies and procedures including: Anti-Ableism, Human Rights and Fair Access, Code of Conduct and Conflict of Interest. etc.
• Maintain effective relationships with agencies, neighbors, social groups, legal clinics, tenant leaders and elected tenant representatives
• Participate in community development activities, initiatives and outreach to relevant groups including cultural, racial, sexually diverse, special needs, mental health and homeless groups
• Network with other Toronto Community Housing staff, Office of the Commissioner of Housing Equity , tenants and communities on community health issues and participates in tenant meetings as required
• Perform rent assessments in accordance with Housing Service Act (HSA) guidelines and advises tenants.
• Utilize computer systems as an essential job tool including HMS/TMS, TAWL, Portfolio Database, Electronic Mail, Intranet, EasyTrac, Web based Time Entry System (WTES) and Bank of Montreal on-line (BMO), etc.
• Process rent payments for incoming customers, processes batches for bank deposits, promotes and administers pre-authorized rental payments, maintains and administers petty cash, etc.  
• Perform accounting functions related to accounts receivable and accounts payable
• Produce financial reports that reflect the activities of the Operating Unit
• Attend meetings and prepares minutes and agendas
• Perform other related duties as assigned

What you’ll need

• Minimum 3 years’ experience in a progressively responsible clerical/administrative position with an emphasis on front-line customer service
• Demonstrated experience in preparing routine correspondence, memoranda and reports
• Ability to recognize situations that require intervention, for example mental health issues, and refer to the appropriate staff/agency for follow up
• Must demonstrate a commitment to providing a high level of tenant/customer service and respecting diverse cultures
• Ability to communicate effectively with a diverse tenant population in difficult situations and possess skills required to handle problems effectively in response to complaints and requests for services
• Excellent interpersonal skills required to interact with tenants, applicants, staff, tenant representatives, external agencies and the general public
• Ability to work cooperatively as a team member
• Must be able to meet deadlines with conflicting priorities and work independently with minimum supervision
• Ability to travel to various Toronto Community Housing work locations
• Working knowledge of data based financial and client systems in a computerized environment
• Demonstrated ability to make calculations accurately and working knowledge of financial procedures
• Knowledge of various Housing Programs and legislation including: Residential Tenancy Act, Occupational Health & Safety Act, Eviction Prevention Policy, the Human Rights Code, HSA, SHRA, etc.
• Demonstrated initiative in responding to challenging situations and must be able to organize, prioritize, and manage a heavy and constant workload
• Ability to use various software packages that support the business practices
• Ability to learn and apply marketing techniques to meet local vacancy needs
• Ability to work flexible hours
• Ability to work independently
• Decision-making skills

What’s next

Once you apply, we’ll review your resume and contact you if your skills and experience match the qualifications for the role. If you are selected to move forward, the process will include one or more interviews and/or assessments and reference checks.

Candidates for unionized positions must score a minimum of 70% to pass any interview or assessment and be considered for the next stage of the recruitment process. Successful candidates will be determined based on score and where applicable, union seniority. Note: not all candidates who score 70% or higher will automatically proceed to the next stage of the recruitment process as this will be dependent on the number of candidates and number of available roles.