Tenant Services Coordinator, Supportive Housing
Full-Time, Permanent (Benefitted)
London, Ontario
- Application Deadline: May 29, 2025 -
The Tenant Services Liaison works with landlords, community partners, tenants and CMHATV Housing teams to improve the quality of life for individuals participating in Supportive Housing (SH) programs. They work to maintain good relations with SH clients and landlords, and supports the upkeep of the property management system. Duties will include working with the team and/or client on eviction prevention where possible, represent CMHATV at the Landlord and Tenant Board when needed, tenant/landlord communication, coordination of maintenance requests, processes related to the Residential Tenancies' Act and Occupancy Agreements, support to the Program Managers, and liaising with Support Services. This role also provides oversight to the properties where tenants reside to ensure compliance standards are met (ie. fire code).
Successful candidates must have a Police Vulnerable Sector Check completed in the last six months. Interested applicants who reside in the City of London and are in need of a Police Vulnerable Sector Check (PVSC) are encouraged to apply for one as soon as possible as PVSCs in the City of London are currently taking approximately 2 weeks to be processed and offers of employment cannot be made without receipt of a PVSC.
Consider revitalizing your career and making a difference in your community by joining our team!
WHAT WE'RE OFFERING:

• What you'll be making - $31.76 to $35.84 per hour
  • The above are initial rates; with grid increases as per policy
  • Internal staff members will be placed on the appropriate grid based on their current rate of pay, up to Level 8 of the grid
• When you'll work – Monday-Friday 8:30am-4:30pm
• What your benefits will be – After a 90-day waiting period, will be enrolled in extended healthcare benefits
• Your pension plan – Immediately enrolled in the Healthcare of Ontario Pension Plan (HOOPP)

HOW YOU WILL BE MAKING A DIFFERENCE:
Support and Supervision of Direct Service Team:

• Assists Manager with organizing and directing the day-to-day work of staff, including assigning program tasks and distributing work amongst staff members as it relates to tenancy concerns or eviction prevention of organization tenants
• Travels to assigned program sites for the purpose of checking-in with staff and tenants on a regular basis as it relates to tenancy
• Fosters cooperative working relationships with landlords, clients and staff to contribute to a culture of mutual respect
• Manages and resolves conflict skillfully and in adherence to the Relationship and Communication Principles established for the program
• Consults with Manager to address performance issues
• Builds relationships with staff members to support collaboration, well-being, program improvement, and a positive work environment
• Shares feedback with staff members in a manner that is constructive, respectful, and client-centered
• Acts as a resource to staff members regarding challenging clients, clinical approaches, and program concerns; works collaboratively with staff members to develop solutions as it relates to tenancy
• Completes observations of staff work and supports professional consultations, as needed
• Ensures effective and timely flow of information amongst staff members, as well as to and from the Manager and Director
• Respects and acknowledges the contributions, opinions and expertise of all team members
• Utilizes effective conflict management skills
• Supports decision-making and flow through of communication the Manager and/or Director
• Provides direction in emergency situations; assists the Manager with providing appropriate debriefing and supportive follow-up

Operations:

• Oversees tenancy challenges, problem solves issues and provide guidance around program concerns and direction
• Builds relationships with landlords and community partners as they relate to tenancy agreements and housing partnerships
• Ensures program consistency and ensures services are delivered with compassion, inclusiveness and accountability in a welcoming environment
• Reviews Health and Safety inspections on quarterly basis and work with Property Services and/or staff to identify areas of concern
• Reviews maintenance procedures and logs to ensure problems are addressed properly and in a timely manner
• Ensures that Tenancy Agreements are accurate, current, and are consistently provided to tenant
• Acts as a resource to landlords in preparing documented remediation plans to facilitate compliance with program standards, with reasonable timelines for compliance
• Works collaboratively with landlords to resolve identified concerns, escalating to the Manager when necessary
• Provides direction in emergency situations; assists the Manager with providing appropriate debriefing and supportive follow-up
• Conducts scheduled on-site visits to assigned organization units to ensure units and buildings are consistently maintained and operated in compliance with health, building and fire safety laws, as well as municipal housing standards
• Supports decision-making and flow through of communication the Manager and/or Director
• Provides consultation to other Managers within the Supportive Housing Department as needed

Administrative and General Responsibilities:

• Ensures program is conforming to accreditation standards
• Ensures Health and Safety Committee duties are carried out, as required
• Provides solutions for any questions related to documentation
• Addresses any site concerns regarding the physical property (internal and external) and reports concerns to Property Services Department, as appropriate
• Completes statistics, as required specific to the program area
• Works with staff to ensure financial documentation and documentation related to clients is completed and submitted, as per organizational requirements
• Assists the program and organization in the day-to-day implementation of property related policies and procedures
• Keeps the tenant files up-to-date; and assist the Program Managers to maintain a filing system for documentation related to Tenant Services
• Collects all annual fire inspection reports, fire equipment supplier reports, equipment supplier (including preventative maintenance and equipment service reports) for proper record keeping
• Gathers any public health unit reports, Ministry of Labour reports or any other authorized municipal, provincial or federal inspection reports for follow-up, initiating changes, and for proper record keeping
• As required, assists with unit inspections to determine compliance with Fire Code and Property Standards; when needed, makes recommendations for and carries out follow-ups on items arising from unit inspections. As required, and in consultation with the Program Manager, coordinates and/or carries out move in and move out inspections
• Working with the Program Managers, reviews potential new tenants and their placement in open units; coordinates and/or carries out the showing of vacant units to potential tenants, oversees signing of lease agreements, as well as ensures that preparations of a unit are completed for turnover
• Develops and prepares program review reports (quarterly) to review compliance with standards, including safety and security issues, and make recommendations to the appropriate Manager to ensure resolution
• As assigned by the Manager, collects such documentation and data as is necessary to maintain ongoing compliance with accreditation standards, where applicable, and to support compliance reporting to funders
• In consultation with the Program Manager, follows up on rental arrears, set payment agreements with tenants and follow up as needed
• In consultation with the Program Manager, prepares and serves Notices of Eviction in accordance with the Residential Tenancies Act, 2006 (RTA) or proceedings in alignment with an Occupancy Agreement
• Ensures that information and files are prepared for Landlord and Tenant Board tribunal hearings.
• Keeps apprised of legislative changes to the Residential Tenancies Act, 2006 (RTA), Occupancy Agreements and other relevant legislation
• Collaborates with the Risk Management team to develop and apply a risk management framework to the ongoing monitoring of standards within CMHATV housing
• Develops reasonable timelines for resolution, and ensures follow-up is being undertaken
• Follows up on incident reports, when required
• Completes other required documentation (e.g. leave management, education requests, travel claims, expense claims) within the required time frames
• Takes on special assignments or participate on committees, as requested
• Completes statistics for the program as required
• Other duties as required

Communication and Mediation:

• Communicates and mediates with tenants, support staff (internal and external), systems staff, landlords and the community at large to assist the tenant to maintain the housing of their choice. (Eviction Prevention Interventions)
• Works in conjunction with outside contractors such as Paralegal Services when eviction is necessary
• Will represent the organization at the Landlord Tenant Board when needed
• Provides input to Managers on complaints or concerns registered by tenants and landlords about partnership with the organization to aid in the ongoing review and improvement of the program and stakeholder relationship
• Meets regularly with Managers to share information and problem-solve ways to address and resolve housing issues
• Investigates complaints and formulates action plans to address them while ensuring to enlist the collaboration of all stakeholders involved; reports any serious tenant concerns to the appropriate Manager and appropriate organization staff member, ensuring confidentiality
• Participates in tenant – landlord dispute meetings and contributes to a fair resolution of tenancy issues
• Ensures tenants and support staff understand the Residential Tenancies Act, 2006 (RTA) or their Occupancy Agreement as it applies to them. As needed, develops and implements educational initiatives for support staff
• Provides advice/guidance to tenants, supports staff (internal and external), landlords/owners regarding Thresholds Homes and Supports' housing policies and property management practices

WHAT YOU'LL NEED TO APPLY:
Police Vulnerable Sector Check Requirements
Successful candidates must have a Police Vulnerable Sector Check completed in the last six months. Interested applicants who reside in the City of London and are in need of a Police Vulnerable Sector Check (PVSC) are encouraged to apply for one as soon as possible as PVSCs in the City of London are currently taking approximately 2 weeks to be processed and offers of employment cannot be made without receipt of a PVSC.
We require the following qualifications:

• University undergraduate degree or college diploma in human services, health and safety, law, business field of study
• Valid “G” driver's license and access to a vehicle to carry out job duties

We prefer the following qualifications:

• One to three years of work experience in the area of compliance, license reviews, accreditation, or property management, or other employment relevant to the duties of the position
• Minimum of three years' experience working in a housing related field
• Experience working in the mental health and addictions field and / or long-term care
• Demonstrated experience in negotiating and mediating difficult circumstances in a proactive manner
• One year of experience in Property Management in such areas as Eviction Prevention, Conflict Resolution, Negotiation and appearing at Landlord and Tenant Board tribunal hearings
• Experience working with people with mental illness and/or addictions and/or working in a social services field
• Knowledge of the Residential Tenancies Act and Occupancy Agreements
• Knowledge of current mental health treatment practices, crisis and suicide intervention skills training
• Knowledge of harm reduction approaches related to addictions
• Demonstrated applied knowledge of Residential Tenancies Act, 2006 (required), as well as one or more of the following:
  • Occupational Health and Safety Act (OHSA)
  • Building Code Act, 1992
  • Fire Protection and Prevention Act, 1997
  • Personal Health Information and Protection Act, 2004
  • Smoke Free Ontario Act
• Knowledge of community resources
• Knowledge of WHMIS, fire, health and safety procedures
• Current CPR and First Aid Certification First Aid/CPR
• Bilingual both official languages, preferred; préférence sera accordée aux candidats qui sont compétents dans les deux langues officielles du Canada

INTERNAL APPLICANTS: To be considered as an internal applicant, current staff members are reminded to apply using their @cmhatv.ca or @slwar.ca email address.
Get your application in by – May 29, 2025:
Our recruitment process allows us to learn about your previous work experience, your qualifications and your commitment to fulfilling our vision. While we appreciate the interest of all applicants, only those individuals being considered for a position will be personally contacted by someone from the interview team.
We welcome and encourage applications from all members of our community including persons of any gender, gender identity, gender expression, or sexual orientation, persons with disabilities, Indigenous persons, and members of visible minorities. If you require accommodations related to a disability at any point during the recruitment process, please contact [email protected]

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