London & Middlesex Housing Corporation
Tenant Services Manager
1299 Oxford Street East, London, ON
Who We Are: At London & Middlesex Housing Corporation we believe that housing is the foundation of a better tomorrow. LMHC provides 3,282 housing units across 32 properties for more than 5,000 people. Those who call LMHC home are a diverse cross-section of low-income individuals including families, seniors, adults, and new Canadians.
LMHC Mission: We provide and maintain homes in a safe and supportive environment to meet the needs of the people we serve in our communities.
LMHC Vision: We envision healthy homes and communities in London & Middlesex. Leading by example, LMHC will help make a difference and positively impact lives using housing as the foundation.
Accountable | Accessible
Respect | Responsive
Equity | Excellence
PURPOSE OF THE JOB:
Under the direction of the Director, Tenant Services, the Tenant Services Manager willsupervise, support and coordinate staff and will manage in a tenant focused and respectful way, all tenancy issues in the administration of a large Rent-Geared-to-Income (RGI) social housing portfolio, consistent with the new organizational Strategic Plan.
KEY DUTIES RESPONSIBILITIES
·Identify team/departmental needs and requirements and manage related plans, activities and service delivery for assigned communities.
·Provide daily front-line tenant services in our buildings and communities, including hands on direct involvement in managing and addressing all issues that arise.
·Carry out annual and individual unit inspections and follow-up on the results.
·Investigate complaints in conjunction with the Community Relations Workers. Including the gathering of evidence from security systems, London Police Service, London Fire Department Services and other sources. Create and implement resolution plans where appropriate to prevent legal action and monitor results.
·Attend Sheriff evictions. Engage de-escalation strategies and engage the use of external resources to provide supports.
·Monitor, evaluate and manage the operation of the assigned work team and provide overall supervision and direction to assigned staff to drive continuous improvement.
·Sign off on move-out records etc. to ensure compliance with benchmarks, policies, procedures, acts and laws.
·Recommend and implement departmental policies and procedures.
·Develop, monitor and evaluate team/departmental processes and workflows to encourage cohesiveness and ensure effective service delivery.
·Manage and oversee the business activities of the RGI program delivery, including liaison with external stakeholders as related to RGI administration.
·Coordinate and oversee appropriate resolution and facilitate tenant retention.
·Oversee the preparation and service of eviction notices in conjunction with the Legal Services Coordinator, in accordance with the Residential Tenancies Act. Provide direction to Legal Services Coordinator on expected outcomes and attend Landlord & Tenant Board hearings when required.
·Coordinate with tenants and tenant groups to resolve problems and deal with emergencies. Liaise with other agencies such as Canadian Mental Health, Association, Addictions Services, Children’s Aid Society, London Fire Department as well as London Police Services.
·Participate in interdepartmental management meetings and contribute to improvements in emergency preparedness and planning, and effective implementation of the emergency response plan.
·Put forward annual budget requests for general operations and capital expenditures.
·Participate in the rotational on-call requirement for the after-hours answering service and respond to emergencies such as floods, fires, and illegal acts.
·Participate in internal and/or external committee work.
·Provide support to the corporate office and/or other portfolios as required.
·Perform other related activities, as necessary or as assigned.
QUALIFICATIONS AND SKILLS REQUIRED:
·A post-secondary education in a related field, or Property Management certification (e.g. CIH, IHM, etc.)
·A minimum of five (5) years of related experience, including experience managing staff.
·Knowledge of legislation and laws regarding Landlord and Tenant issues and building/property codes, including, Residential Tenancies Act, Housing Services Act, Ontario Fire Code, Municipal Property Standards Act, Local By-Laws, etc.
·Experience managing staff in a unionized environment is an asset.
·Able to deal with people sensitively, tactfully, diplomatically and professionally at all times
·Communication and interpersonal skills, including verbal and written skills (e.g. for formal reports) and ability to persuade.
·Collaborative, able to build and maintain good relationships with other departments, key business partners and government agencies.
·Understanding of the diverse needs and abilities, socio-economic factors, and cultural diversity present in LMHC communities and workplace.
·Knowledge of risk management, safety and emergency preparedness and response.
·Advanced critical thinking and problem-solving skills.
·Ability to appropriately prioritize projects with competing objectives and effectively manage multiple priorities and deadlines.
·Some situations require the Tenant Services Manager’s extended presence or attendance outside of core working hours.
·Certification in WHMIS, First Aid and CPS is an asset.
·Valid driver’s license and use of personal vehicle for business purposes.
WE CARE PHILOSPHY:
The incumbent contributes and supports the overall culture and working environment of the agency by:
·Working knowledge of cultural, social and demographic patterns relating to vulnerable priority populations.
·Knowledge of and commitment to harm reduction and low barrier service.
·Committed to work in an interdisciplinary, diverse setting.
·Understanding of and sensitivity towards the belief systems of other groups, the complexity of those facing poverty and in need especially as they affect their mental health and behaviour.
·Commitment to non-violent crisis intervention, de-escalation, and supporting tenants.
·Strong work ethic and positive team attitude.
·Demonstrating knowledge and valuing of client’s life situation.
·Working with diverse communities with sensitivity, creativity, innovation, language and cultural understanding in a non-judgmental manner.
This position will require the incumbent to work in a seated position for part of each day for administrative requirements, with minimal lifting requirements. Standing and walking are also necessary each day for visits to building sites, inspections & meeting with tenants. There is some exposure to dust, dirt, odours, noise and temperature. Other exposures, when entering buildings or units, may be unknown; caution must always be exercised. The incumbent may be required to deal with individuals, including alone or in close confines, who may be potentially dangerous and / or exposed to rudeness or profanity. This position deals with a tenant base including those with mental health, addiction and other issues. Interruptions are constant throughout the day due to email, telephone calls and others. Travel is required within the City of London and County of Middlesex.
POLICE RECORDS CHECK and VULNERABLE POSITION SCREENING:
This position requires incumbents new to LMHC to submit a current Police Records Check and Vulnerable Position Screening from their local police service. A current LMHC employee who is the successful candidate for this position must also provide this document unless it is already on file and not more than two years old.
SALARY & BENEFITS:
$65,299.88 - $82,690.48 with comprehensive health benefits and a defined benefit pension plan.
Here's your chance to bring your knowledge and expertise to our team and contribute to providing better homes and better neighbourhoods. When submitting your cover letter and resume, be sure to tell us about your skills and qualifications that are a match to those specified in the job posting.
A cover letter and resume must be received by 4:30 p.m., January 12, 2019. Late applications will not be considered.
Please send your cover letter and resume to the attention of:
Kevin Crowder, CHRL
Human Resources Manager
London & Middlesex Housing Corporation
1299 Oxford Street East, Unit 5C5 London, ON, N5Y 4W5
The London & Middlesex Housing Corporation (LMHC) is committed to equity in employment. Our goal is a diverse, inclusive, and barrier-free workplace that reflects the communities we serve.
We will provide reasonable accommodation to applicants with disabilities at all stages of the hiring process in accordance with the Ontario Human Rights Code and theAccessibility for Ontarians with Disabilities Act, 2005. Please advise if you require an accommodation during the selection process.
Thank you for your interest in the London & Middlesex Housing Corporation!