Advisor, Tenant Services

Job Summary

Reporting to the Manager, Halton Community Housing, the Tenant Services Advisor will be responsible for managing a portfolio of over 500 residential and commercial rental units for Halton Community Housing Corporation (HCHC), including the supervision of one Tenant Services Coordinator.

Duties & Responsibilities

• Works proactively to build credible relationships with internal and external partners to deliver corporate requirements, maintain the HCHC portfolio, and meet customer service expectations.
• Directly responsible for rent collection, which includes proceeding with legal action associated with the termination of tenancies, repayment agreements and minimizing rental arrears through ongoing review and monitoring of receivables reports including regular contact with tenants. Attend Landlord and Tenant Board hearings and Sheriff evictions, as required.
• Provides leadership and management of staff resources including the hiring and selection process, supervision, staff development, coaching and mentoring.
• Provides guidance, training, motivation and performance evaluations to Tenant Services Coordinators.
• Investigates, mediates as required, provides guidance and initiates appropriate tenant referrals to the Tenant and Community Supports Specialist and human service agencies for tenants who require assistance.
• Supports and leads community development and tenant engagement initiatives.
• Provides support to the Housing Services management team.
• Acts for the Manager, Halton Community Housing, as required.
• In coordination with Facilities Services, ensure HCHC properties are maintained at an optimal level with regular monitoring and annual unit inspections.
• Accountable for administering HCHC’s supportive housing agreements with various human service agencies on a regular basis.
• Recommends changes to procedures and in-house policies and identifies, develops and contributes to the formulation of new policies and procedures relating to tenant and staff relations and budgeting that will benefit HCHC’s operation.
• Supports processing insurance claims and risk management: coordinating services with internal and external parties as required.
• Participate and professionally represent HCHC at various levels: tenant, regional and community committees, new initiatives, training, workshops and conferences.
• Performs other duties as assigned.

Skills & Qualifications

• The successful candidate will hold a Bachelor’s Degree in Social Work, Business Administration or a related field.
• Five (5) years of progressive experience in the residential property or tenancy management field.
• Sound knowledge of the Ontario Fire Code, Occupational Health & Safety Act, Ontario Human Rights Code, Housing Services Act, Residential Tenancies Act, Condominium Act (as it relates to rental housing), social service programs, income assistance programs and legislation including legal/court and Landlord and Tenant Board processes.
• Knowledge of and commitment to the principles of Equity, Diversity and Inclusion.
• Good understanding of finance for the purpose of managing operating budgets and addressing accounts receivable and accounts payable issues. Problem-solving, decision-making, and excellent written and verbal communication skills.
• Strong interpersonal skills to work in a team environment with internal and external stakeholders.  
• Strong computer skills in YARDI Voyager; Microsoft Word, Excel, and Outlook.  
• An equivalent combination of education and experience will be considered.
• Working knowledge of SAP and Siebel.
• Certificate in Property Management is preferred.
• Thorough working knowledge of policies, principles and procedures involved in the administration of the rent-geared-to-income program including entitlement and rent calculation.

Working/ Employment Conditions

Working Conditions

• Travel will be required to different sites throughout Halton Region’s four municipalities (Oakville, Burlington, Milton, and Halton Hills) often in inclement weather to monitor services to sites including tenant programming, compliance with legislation, and annual unit inspections. Incumbent must provide their own transportation.