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Housing Administrator

3 months ago

Ottawa, Canada Ottawa Community Housing Full time

**SCOPE OF POSITION**:
The Housing Administrator reports to the Manager, Tenancy Administration at an assigned Area Office and plays a key role in delivering and supporting a positive tenant experience. The Housing Administrator works as an integral member of the Office team and is responsible for providing a range of tenancy and rent administrative functions, including front office reception services, required activities for new and vacating tenants, the annual income and rent review processes, the resolution of tenant debt matters, parking, transfer requests, and the updating and maintenance of all records for assigned OCH properties.

**SUMMARY OF DUTIES AND RESPONSIBILITIES**:

- Acts as the first point of contact for a wide range of inquiries to the OCH Office, including providing front office reception services
- Receives and responds to calls and complaints from tenants and the public, documenting calls that require follow-up and directing to appropriate staff or other resources as required
- Receives and processes rent payments in accordance with OCH policies and procedures
- Administers tenant parking, including maintaining waiting lists and preparing and sending required correspondence
- Calculates and adjusts RGI rents for tenants whose income has changed following receipt of appropriate documentation
- Leads the annual income review process, including calculating RGI rents, gathering and verifying required information, and completing required tenant notices and follow-ups
- Works as part of a team and supports the proactive prevention and resolution of tenant debt matters
- Completes all correspondence related to tenancy and rent administration, including supporting the preparation and delivery of notices to tenants as required
- Completes all required activities for new tenancies, including preparing all required documentation, the signing and clear explanation of leases, collecting first month’s rent, and providing keys and information packages
- Receives claims of fraud, waste and misuse, and gathers, reviews and documents information in accordance with policies, procedures and guidelines
- Ensures that tenants are advised of the opportunity to request an Internal Review of decisions as required by the Housing Services Act
- Reviews and prepares documentation and attends hearings for Internal Reviews related to rent administration, including rent increases and removal of RGI assistance
- Administers and programs tenant key fobs, including the updating of all required systems and documentation
- Ensures the timely update and maintenance of physical and electronic records, including records related to tenants, tenancies, housing, rent, parking, complaints, and transfer requests
- Provides information to tenants on obtaining RGI assistance and forwards the information to the Social Housing Registry in accordance with statutory requirements and established policy
- Identifies households that will lose RGI assistance and escalates to Tenant Service Manager
- Receives and processes notices of termination from tenants, including preparing and sending acknowledgement letters that confirm the legal notice requirements for outgoing tenants
- Reviews vacating tenants’ files, verifies and advises tenants of any amounts owing, and forwards files for debt collection activity as required
- Archives former tenant files in accordance with established policies and procedures
- Identifies households who are over-housed in accordance with legislation and policy and facilitates their placement on the Registry waiting list and/or internal transfer list as appropriate
- Receives and documents tenant transfer requests, maintains internal waiting list, and identifies priority if appropriate in accordance with the established internal transfer priority categories
- Ensures that all rent increase notices for market rent tenants are mailed out in accordance with statutory requirements and established policy
- Prepares and updates identified monthly and ad hoc reports
- Prepares and updates intercom and fire safety lists for identified buildings
- Promptly reports all workplace accidents or incidents and unusual or dangerous work conditions
- Represents OCH in a professional manner and treats all work related contacts with respect and courtesy
- Contributes to a positive tenant experience and collaborates with other staff in a team approach to client centered service delivery
- Works in alignment with OCH values, interests and strategic objectives
- Performs work in accordance with applicable health, safety and privacy legislation, policies and procedures, and all other legislation, policies and procedures relevant to area of work

**QUALIFICATIONS/EXPERIENCE**:

- Successful completion of Grade 12
- A minimum of three (3) years’ experience working with the public providing customer service, preferably in a residential rental housing context, or working with vulnerable populations
- Successful completion of trainin