Manager of Tenant Services

7 days ago

Sudbury, Ontario, Canada City of Greater Sudbury Full time

Section:
Tenant Services

Division:
Housing Operations

Department:
Community Development

Initial Reporting Location: 10 Elm Street

Job Status:
Permanent position

Affiliation:
Non union

Hours of Work: 70 hours bi-weekly

Shift Work Required:
No

Range of Pay:
Group 13 - $3,851.40 to $4,533.90 bi-weekly (effective April 1, 2024)

The start date will follow the selection process.
This position is not eligible to work remotely.

Main Function:

Manage the administration of the rent-geared-to-income (RGI) program for a complex portfolio of rent geared to income units and Rent Supplement Program units, including revenue collection, security services, resolution of tenant issues, contract administration and Housing Services Act and Residential Tenancies Act compliance.


Characteristic Duties:
Under the general supervision of the Director of Housing Operations.

  • Review existing business processes and systems and remove any barriers to ensure effective business delivery.
  • Develop and implement policies and procedures, monitor results, ensure compliance, and recommend changes as required.
  • Administer the use of the Yardi property management software and ensure proper and effective use of the system.
  • Prepare the Tenant Services budget for review and approval and monitor to ensure that expenditures and rent revenues are within the budgetary limits.
  • Administer the Rent Supplement Program, including negotiating landlord rents and approving damage claims and keep Director of Housing Operations apprised.
  • Ensure the efficient administration of the Tenant Services Department by developing and implementing new business practices, in consultation with the Director of Housing Services.
  • Monitor the tenant services budget and revenues throughout the year and analyze any major variances with recommendations for corrective action.
  • Develop and maintain liaison with tenants, official groups, agencies, and government departments, and advance the interests of Greater Sudbury Housing Operations (GSHO) through representation at meetings, promotions, and other events.
  • Review, approve, and reconcile funding requests by tenant groups for social and recreation funding.
  • Ensure that staff delivers the Provincial social housing and rentgearedtoincome subsidy programs under the Housing Services Act in an effective, fair, and equitable manner.
  • Develop, maintain, and revise the department program delivery work plans on an ongoing basis.
  • Review and approve staff decisions with respect to loss of subsidy, tenant evictions, appeals, and complaints.
  • Conduct performance appraisals, attend, and represent GSHO at grievance hearings, assist in the collective bargaining process, interpret the collective agreement.
  • Assist with screening, interviewing, orienting, training of job applicants.
  • Establish and sustain a relationship with the Union that is based on mutual respect and professionalism.
  • Resolve any difficulties that may arise and respond to any complaints from the tenants, Service Manager, and the public regarding the GSHO policies and procedures.
  • Provide support to Property Managers on legal action, including evictions, through the Landlord and Tenant Board.
  • Ensure the collection of approximately $7,200,000 in annual rental revenues.
  • Review and investigate cases of alleged fraud and income and/or family composition misrepresentation and enforce the rentgearedtoincome eligibility requirements of the Housing Services Act.
  • Chair the Internal Review Committee dealing with internal applicant and tenant complaints and provide written decision to the complainant.
  • Ensure compliance with Landlord and Tenant Board orders and mediated agreements, operational policies, and all Social Housing Notifications with respect to RGI administration and Housing Services Act requirements.
  • Manage the annual tenant lease renewal process and ensure compliance.
  • Participate in the management on call rotation after office hours.
  • Respond to major emergencies after office hours.
  • Provide management coverage during staff shortages as the result of strikes, lockouts, union unrest, etc.
  • Collaborating with corporate security personnel regarding security services and video surveillance, review requests and procedures.
  • Develop and maintain a thorough working knowledge of CGS's Safety Manual and the applicable Provincial Legislation listed therein.
  • Perform other related duties as required.

Qualifications:

Education and Training:

  • University degree in a related discipline (e.g., Social Services, Business) from a recognized University with Canadian accreditation.
Additional educational initiatives to expand competencies.

Experience:

  • Minimum of five (5) years of related experience in a large unionized and highly diversified organization including administration and supervision of a social program/portfolio or property management including some supervisory experience.

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