Competition #2025-322-HHSManager, Tenant Ombudsperson & Housing Operations (2025-322-HHS)Employment Type:Permanent Full-Time, Non-Bargaining Unit Work Hours:35 hours/week (M-F 9am-5pm)Work Setting:Hybrid - Opportunities to work remotely after orientation & training periodSalary:$65,000 - $75,000Application Deadline:July 7, 2025 by 11:59 pm
Program Overview – Language Programs, Community Programs
This position is responsible to the Director, Housing Operations and will be responsible for providing recommendations on policies and procedures, and providing training to front-line staff, to promote equitable and support practices as it pertains to the Housing Operations. The position will also lead efforts to improve tenant satisfaction, address tenant complaints, and ensure policy compliance. They will receive, investigate and address complaints from tenants in our operations. The role is designed to ensure fairness, accountability, and transparency.
In addition to the Ombudsperson and Engagement responsibilities outlined above, the Manager will be responsible for housing operations at a defined subset of WoodGreen-managed sites. These responsibilities are structurally separated from the Ombudsperson role.
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.
• Contribute to strategic initiatives, special projects, and broader Community Programs unit goals.

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.

Housing Operations

• Manage all aspects of assigned properties: property & tenancy management, maintenance, business transactions & community development & safety
• Ensure high standard maintenance services & quality assurance inspections
• Ensure that vacant units are turned-over, marketed & rented in a timely fashion, including repairs are completed on time
• Provide oversight of operational budget, including managing receivables (rent collection & other fees) & expenditures
• Accomplish financial goals and report periodically on financial performance, including filling vacancies, rent reviews & arrears, customer service & tenancy compliance through mediation or legal adjudication.
• Provide coaching, training & supports for staff, including performance management & direction.
• Responsible to ensure regular communication to all tenants in the building.
• Ensure regular staff meetings and provides direction and support regarding program issues, team building and crisis response.
• Ensure the organization's policies and procedures are carried out in the operation of the Housing programs.

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.
• Strong verbal and written communication skills to effectively investigate, and report on complaints.

What Will Set You Apart

• Ability to analyze complex issues, policies, and situations to determine the best course of action.
• Skill in mediating conflicts and facilitating dialogue between parties with opposing viewpoints.
• High level of integrity and adherence to ethical standards in managing sensitive and confidential information.
• Ability to propose creative and effective solutions to prevent recurrence of issues.
• Capable of managing multiple cases, ensuring that complaints are resolved in a timely manner.
• 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.
• 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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