Tenant Navigator

The Tenant Navigator is a relationship-centred role dedicated to the Nch'ḵay̓ residential rental real estate portfolio. Acting as a trusted liaison between the Property Management and Community Development teams and Indigenous applicants and residents, the Tenant Navigator supports fair, respectful, and culturally grounded housing experiences from application through tenancy. The role blends hands-on tenant support with process oversight, helping ensure that processes outlined in the Indigenous Leasing and Tenant Support Strategy are applied consistently, and that the lived experience of Squamish and Indigenous residents continually informs how Nch'ḵay̓ manages its rental communities.

This role requires sound judgment, discretion, and a steady, empathetic presence in emotionally difficult situations, balanced with a clear understanding of tenancy law, organizational policy, and risk management. The Tenant Navigator is expected to bring a consistent lens of community engagement, Squamish values, and risk awareness to every aspect of the role.

Key Responsibilities

Portfolio Focus

• Nch'ḵay̓ residential rental real estate portfolio, developing a strong working knowledge of its properties, applicants, and resident population.

Liaison Between Teams and Residents

• Serve as the primary point of connection between the Property Management teams, the Community Development team, and Indigenous applicants and residents when escalation is required within the rental portfolio.
• Build and maintain trusted relationships with residents and applicants, ensuring their voices, questions, and concerns are heard and routed to the appropriate internal team.
• Support clear, culturally attuned communication between residents and internal teams, reducing miscommunication and building confidence in the housing process.

Indigenous Applicant Approval Matrix

• Guide the property management and leasing teams through the Indigenous Applicant Approval matrix, ensuring the process and underlying policies are applied consistently and correctly on every file.
• Work toward the goal of maximizing housing outcomes for Squamish Nation members and Indigenous applicants, while maintaining process integrity and fairness.
• Identify and flag gaps, inconsistencies, or barriers in the application and approval process, and recommend improvements.

Escalated and Difficult Resident Issues

• Provide front-line support on escalated or difficult resident matters, acting as a calm and knowledgeable resource for both residents and staff.
• Assist residents facing financial hardship related to rent payment by connecting them with appropriate resources, payment options, and internal supports.
• Help residents navigate administrative burdens and barriers (documentation, applications, renewals, and related processes) that may otherwise put their tenancy at risk.
• Support the Property Management team on matters involving Indigenous residents in breach of their lease agreement, ensuring responses are fair, proportionate, and consistent with policy and the Residential Tenancy Act.
• Lead or support conflict prevention and resolution efforts between residents, or between residents and staff, using mediation and de-escalation approaches suited to the situation.

Home-Based Business Program Support

• Assist Indigenous residents in understanding and successfully participating in any applicable Home-Based Business program, including eligibility, requirements, and ongoing compliance.
• Act as a resource and advocate for residents pursuing home-based business opportunities, connecting them with relevant internal or external supports as needed.

Tracking, Reporting, and Continuous Improvement

• Track and document resident interactions, escalations, and outcomes in a consistent and orgaized manner.
• Prepare regular reports and provide feedback and recommendations on livability, community relations, and engagement outcomes among Indigenous residents.
• Identify trends and recurring issues across the portfolio and recommend practical improvements to policy, process, or programming.

Community, Cultural, and Risk Lens

• Apply a consistent lens of community engagement, Squamish values, and risk management across all aspects of the role.
• Support a housing environment that reflects and respects Squamish Nation culture, protocols, and community priorities.
• Bring forward risk considerations (financial, reputational, relational, or legal) to leadership and the Steering Committee in a timely manner.

Key Relationships

• Director, Asset Management (co-reporting)
• Director, Community Development (co-reporting)
• Indigenous Leasing and Tenant Support Steering Committee (liaison)
• Property Management and Leasing teams
• Community Development team
• Indigenous applicants and residents of Nch'ḵay̓ rental properties

Qualifications

Education & Experience

• Minimum High School Diploma required; post-secondary education in social services, human services, housing, business administration, or a related field is an asset.
• Minimum of 3 years of experience in housing, property management, tenant support, or community relations, ideally within or serving Indigenous communities.
• Working knowledge of British Columbia's Residential Tenancy Act (RTA) and its practical application to residents and landlords.
• Must have a property management license through the BCFSA, or be able to obtain a license successfully within 18 months of being hired.

Knowledge, Skills & Attributes

• Demonstrated understanding of, and respect for, Squamish Nation culture, values, and community protocols; direct experience working with Indigenous communities is strongly preferred.
• Strong conflict prevention, mediation, and de-escalation skills, with the ability to remain calm and impartial in emotionally charged situations.
• Sound judgment and discretion when handling sensitive financial, administrative, and personal matters.
• Excellent interpersonal, written, and verbal communication skills, with the ability to build trust across diverse stakeholders.
• Comfortable working independently and exercising initiative, while knowing when to escalate matters to leadership or the Steering Committee.
• Proficiency with Microsoft Office and property management or CRM software.
• Valid BC driver's licence and ability to travel regularly between Head Office and residential properties.

Working Conditions

This position is based out of Nch'ḵay̓ Head Office, with regular travel required to residential rental properties across the portfolio. Occasional evening or weekend availability may be required to respond to resident issues, attend community events, or support Steering Committee activities.