Competition #2024-567-HHSManager, Tenant Ombudsperson and Engagement (2024-567-HHS)Employment Type:Permanent Full-Time, (Non)-Bargaining Unit Work Hours:35 hours/weekWork Setting:Hybrid - Opportunity to Work Remotely after Orientation & Training PeriodSalary:$70,000 - $80,000Application Deadline:March 3, 2025 by 11:59 pm
Program Overview – Housing & Homelessness Services
WoodGreen's Housing & Homelessness Services Unit is a social housing provider to the hard to house population made up of low-income seniors, individuals, and families. Many of the tenants have additional complex barriers and conditions such as physical disabilities, mental health, and trauma from recent experiences with homelessness. Building Services is responsible for preventative and emergency maintenance for owned, leased, and managed properties, including janitorial, grounds keeping and security. The program is responsible for preparing residential suites for new occupants, supervising and carrying out upgrades to offices and properties, providing physical support to programs and services, and ensuring all applicable codes, standards, and policies are met and adhered to.
What You Will Do
Tenant Engagement

• Facilitate tenant meetings (monthly, quarterly, townhall) for regular engagement with tenants and to announce and manage special projects.
• Develop and coordinate community programs and activities that enhance tenant well-being, such as community events, barbeques, and holiday parties.
• Initiate the creation, distribution, collection and analysis of tenant surveys.

Complaint Investigation and Resolution

• Establish a procedure for a tenant, or prospective tenant, to submit a complaint beyond the existing site management team.
• Receive, review and assess complaints from tenants, prospective tenants, or community members, concerning polices, actions or procedures within the Housing operations.
• Investigate issues impartially by gathering facts, interviewing relevant parties, and reviewing pertinent documents.
• Analyze complaints to determine if there has been a violation of rules, policies, or procedures, or legislation.
• Facilitating resolution between parties involved in complaints, through informal discussions, negotiations or recommendations.
• Provide guidance and advice to complainants and relevant parties on possible solutions.
• Advocate for fair treatment, ensuring complaints are handled in a timely and unbiased manner.

Reporting and Recommendations

• Prepare and present detailed reports on findings, highlighting systemic issues, individual grievances and suggesting improvements.
• Provide recommendations on how to improve policies, practices and procedures to prevent future complaints or issues.
• Maintain confidentiality in sensitive matters while ensuring transparency where appropriate.

Advisory and Resource Role

• Serve as a resource to tenants by explaining rights and responsibilities, process and available solutions.
• Avise Housing Operations on best practices for addressing complaints and improving tenant service, compliance, internal processes.
• Act as a resource to provide training to tenant-facing staff on tenant relations and conflict management.

Monitoring and Follow-up

• Monitor the implementation of any recommended changes or resolutions to ensure that outcomes are satisfactory.
• Follow-up with complainants to confirm complaints have been addressed and resolved fairly
• Prepare consolidated reports to nature of the complaints and resolutions to identify trends and areas for improvement for operational management team.

Promote Fairness and Accountability

• Work to maintain and improve tenant trust by ensuring that complaints are handled without bias and in accordance with established laws, regulations, and ethical standards.
• Maintain independence and impartiality in all investigations and resolutions.

What You Bring to the Team

• Bachelor's degree or Diploma in Social Work, Law, Public Administration, or related field.
• 3-5 Years experience in tenant relations, conflict management, or ombudsperson role, preferably within a housing or community service environment.
• Communication Skills – Strong verbal and written communication skills to effectively investigate, and report on complaints.
• Analytical Thinking - Ability to analyze complex issues, policies, and situations to determine the best course of action.
• Conflict Resolution – Skill in mediating conflicts and facilitating dialogue between parties with opposing viewpoints.
• Ethical Judgement – High level of integrity and adherence to ethical standards in managing sensitive and confidential information.
• Problem Solving - Ability to propose creative and effective solutions to prevent recurrence of issues.
• Organizational Skills – Capable of managing multiple cases, ensuring that complaints are resolved in a timely manner.
• Legal and Regulatory Knowledge - Understanding of the Residential Tenancies Act, Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act, RentSafe TO Apartment Building Standards, Occupational Health and Safety Act, Smoke-Free Ontario Act and other relevant legislation.
• Grounded in the Values of Diversity, Equity and Inclusion - ability to interact with and build trust with individuals from diverse socio-economic, cultural, educational, gender-identities, sexual orientation, religious, and ages.

WoodGreen is an equal opportunity employer. We are committed to providing an inclusive and barrier-free selection process and work environment. If contacted in relation to an employment opportunity, please advise our People & Culture representatives at [email protected] of the accommodation measures required. Information received relating to accommodation will be addressed confidentially.

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