Maintenance Enquiry Clerk

2 weeks ago

Toronto, Canada Toronto Community Housing Full time

Job #:
**6397**
- Division:
- Vacancy Type:
**Full-time Permanent**
- Affiliation:
**Union: CUPE 79**
- Contract Length:
- Grade:
**TCHC 3**
- # of Vacancies:
**1**
- Salary/Hourly:
**27.47/hour**
- Work Details (Days/hours):
**35 hours per week, Monday-Sunday**
- Posted Date:
**7/18/22**
- Existing or New:
**Existing**
- Deadline to Apply:
**Make a difference**

The Client Care Centre requires a Maintenance Enquiry Clerk to provide support and emergency response services to TCH’s Operating Units (OU) and their communities on a 24 hours a day, 7 days a week operation. You will acknowledge, dispatch, file fire signals, receive, prioritize and respond to telephone calls from residents, staff and vendors in need of emergency maintenance information, as well as regular maintenance calls.

**What you’ll do**
- Monitors fire alarm signals by liaising with Alarm Monitoring vendor(s) by recording information received, recording information relating to security and fires and reviewing all trouble signals
- Receives and documents all fire alarm signals not related to testing, provides information on appropriate address of fire and advises Shift Lead of any life safety maintenance requests
- Responds to telephone requests for access to vendor key boxes at residential sites by allowing access remotely
- Contacts the appropriate community staff (and/or security staff) to inform of fire signal and advises Shift Lead of signal and action taken
- Ensures that all fire signals in TCH buildings are operational at all times and that those undergoing testing are monitored and reset appropriately
- Responds to telephone requests for general information regarding TCH services and available social services and refers more complex calls to the appropriate staff
- Obtains all pertinent information from callers requesting maintenance work in order to prepare accurate work orders for maintenance staff (e.g. for water or heating problems obtains information regarding the type of tank/furnace; determines the correct service company to contact)
- Receives elevator emergency, maintenance and repair calls; confirms validity of call with maintenance and security staff; prepares and updates work orders on Support Magic; contacts elevator contractor for elevator call-outs
- Identifies urgency of calls such as gas leaks, no heat during winter months, elevator problems, leaky taps, lockouts, fire alarms, broken windows, plugged drains and toilets and broken appliances; documenting and assigning requests to Maintenance Dispatch as required
- Responds to complaints or problems and ensures tenant/client satisfaction through follow-up
- Acts as back-up support for in-bound calling as needed
- Updates lists, reports, correspondence and memorandums as required

**What you’ll need**
- Ability to learn fire code and Underwriters’ Laboratories of Canada policies, procedures, standards and related computer systems
- Experience utilizing Support Magic is considered an asset
- A superior commitment to excellent customer service
- Prior dispatch experience in an emergency services setting such as police, fire (Life Safety), EMS or security preferred
- Proven experience in providing a welcoming, respectful and accessible climate (or service to) for a diverse population (age, race, language, gender, sexual orientation, culture and disability)
- Good organizational skills, with an emphasis on multi tasking and rapidly assessing and shifting priorities
- Proven experience as a good responsive listener that can explain and answer questions in a clear, respectful way
- Excellent interpersonal skills and ability to maintain professional demeanour under very stressful situations
- Ability to recognize situations that require intervention including emergencies, racist behaviour and mental health issues (and refer to appropriate staff/agency)
- Sensitivity to social and economic issues that affect marginalized TCH communities
- Ability to recognize, diffuse and resolve potential conflicts in a respectful, sensitive and amicable manner

**What’s next**

**Please note, TCHC has a mandatory vaccination policy wherein staff are required to be fully vaccinated against COVID-19 with the exception of employees with approved accommodations.

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