Tenant Services Manager

3 weeks ago


Cambridge, Canada Cambridge Non Profit Housing Corporation "Housing Cambridge" Full time

**HOUSING CAMBRIDGE**
780 King Street East, Cambridge, ON N9H 3N9

**CAMBRIDGE KIWANIS HOUSING**
Unit A - 350 Linden Drive, Cambridge, ON N3H 5N

Cambridge Non-Profit Housing Corporation, also known as Housing Cambridge is a non-profit housing corporation with a dedicated team of board members, volunteers and staff committed to strengthening individuals, families, neighbourhoods and communities through the provision of safe, quality, affordable homes. We operate an inclusive workplace environment in which employees take responsibility for their actions and performance, demonstrate integrity, respect and courtesy, contribute to organizational outcomes, and are committed to providing the highest quality of service.

**SATELLITE COMMUNITY HOMES IS SEEKING A FULL TIME TENANT SERVICES MANAGER**

**JOB TITLE**:Tenant Services Manager

**CLASSIFICATION**:Level 3

**COMPENSATION**: Annual salary range $61,877.21 - $71,368.28 + comprehensive benefits

**REPORTS TO**:Executive Director

The Tenant Services Manager will assist the Executive Director with preparation of the annual operating budget and other annual reports related to tenants, tenant selection, tenant satisfaction and tenant demographics.

**JOB REQUIREMENTS**

**1. Tenancy Administration**

**a) General**:

- Maintain Tenant files in an orderly manner and in compliance with the RGI Delegation Agreement, organizational and Service Manager policy and the Housing Services Act (HSA)
- Provide regular reports to the Executive Director on arrears, chargebacks, unit turnover, targeting plan, vacancies and other relevant information regarding tenancy administration
- Maintain designated software database(s) completing regular data integrity checks, performing annual system updates (i.e. utility changes, market rent increases, unit thresholds)
- Establish appropriate communications systems to maintain effective Tenant relations
- Ensure that the Non-Profit’s rules and regulations are respected by the Tenants and their guests
- Address Tenant complaints related to their right to the reasonable enjoyment of their unit on a timely basis, using a progressive discipline approach and any appropriate means available under the Residential Tenancies Act
- Under the direction of the Executive Director, initiate a competitive hiring processes as required for Tenant services Staff including interviewing and selection, job descriptions, orientation and training, and performance management, including annual performance reviews, in order to build and sustain a high-performance team
- Identify training needs and performance improvement plans for Tenant Services employees

**b) Tenant Placement**
- Administer the Tenant selection process in compliance with the housing provider targeting plan and the Housing Services Act
- Select Tenants for RGI and designated Below Average Market Rent (BAMR) units using the Community Housing Access Centre (coordinated access) waiting list in compliance with the Housing Services Act, working with the maintenance team to ensure vacancy loss is minimized and units are turned over in a timely manner
- Prepare offer letters and gather income verification forms for prospective rent geared-to-income and market rent Tenants
- Oversee the administration of all leases, renewal of leases & terminations of leases, using the lease as approved by the Board of Directors
- Oversee the preparation and issue Tenant Handbooks at lease signing
- Work with the Staff team to coordinate the moving in and moving out of Tenants of the portfolio so as to result in a minimum of disturbance to the portfolio or its
Tenants
- Establish and maintain project vacancy lists for market rent units and units where the housing provider is not required to select through coordinated access, working with the maintenance team to ensure that vacancy loss is minimized and units are turned over in a timely manner
- Maintain an internal transfer list and co-ordinate the Tenant Transfer Policy as approved by the Board of Directors
- Track internal transfers using designated property management software

**c) Rent Collection and Subsidy Administration**:

- Provide supervision to the Tenant Services Coordinators
- Complete initial RGI calculations for all geared-to-income Tenants prior to move
- in and review and approve calculations completed by the Tenant Services
Coordinators annually thereafter
- Review market rents annually and present recommendations to the Executive
Director in preparation for the annual budget process
- Oversee the administration of market rent increases as required under current legislation
- Oversee all aspects of rent collection, including, arrears reporting and any required Landlord Tenant Board (LTB) action
- Co-ordinate legal and LTB related matters pertaining to Tenants such as the addressing of Tenant complaints with the Non-profit’s paralegal and issuing N5’s
- Attend the Landlord Tenant Board as required
- Overseeing and tracking the forwarding of bad



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