Tenant Services Coordinator

3 weeks ago

Waterloo, Canada Region of Waterloo Full time

**Our Story**:
Committed to fostering opportunities for current and future generations, the Region of Waterloo is an inclusive, thriving and sustainable region of connected rural and urban communities with global reach. Our mission is to serve, engage and inspire, by delivering quality services to a diverse population of 630,000+, while creating a healthy, collaborative environment of learning, respect and innovation.

This is a place where employees are valued and recognized for their talents and contributions to our success. Our employees take pride in making a difference in people's lives through the work that we do. We are looking for people like you to help make it happen.

**Duties/Responsibilities**:
Services a portfolio of tenants and landlords, including tenants who are vulnerable or at-risk of losing tenancy or subsidy.

Answers questions from landlords, current/prospective tenants, community agencies, the public, and other staff. Supports and advises tenants on requirements to maintain subsidy and tenancy. Works with internal and external stakeholders to connect tenants with supports to prevent evictions.

Confirms and determines initial and ongoing subsidy eligibility per policy and legislation. Follows up on, verifies, and processes paperwork for tenant change of circumstance notifications. Completes annual reviews and rent calculations/adjustments based on income/family changes. Verifies, identifies, and follows up on issues and documentation.

Removes subsidy when tenants are no longer eligible, and notifies landlords, tenancy support specialist, or agencies as appropriate. Notifies landlords and tenants regarding eligibility decisions (including subsidy and rent amounts) and the appeals process. Advises regarding alternative housing program options and additional services to support tenancy. Assists applicants to complete internal review forms and advises on documentation requirements. Participates in the internal review process by providing information on eligibility decisions.

Monitors and maintains legal agreements between landlords and the Region, and prepares correspondence. Tracks expiry dates and forwards to management for renewal. Notifies management when landlords cancel agreements. Prepares agreements for below average market rent units, per contracts developed by others. Prepares contract/agreement addenda, including updated calculations. Calculates and issues payments, and forwards to Finance for payment. Prepares, verifies, and forwards detailed monthly statements. Tracks, reconciles, and reports same.

Receives and resolves queries from landlords and tenants (excluding co-ops and non-profits) (e.g., rent, amount owing, property standards, damages). Refers tenants to internal and external supports (e.g., Ontario Works, health and social service agencies, crisis centres, legal aid) and refers to tenancy support specialists or community engagement specialists for follow-up. Refers complex cases and non-financial issues to tenancy support specialists and community engagement specialists and for advice/support regarding escalated disputes (e.g., property management, residential tenancies legislation). Recommends to supervisor reimbursements to landlords (e.g., damages, accessibility modifications) per authorized limit.

Processes applicant/tenant placements, priority status requests (e.g., domestic abuse, medical), and maintains transfer waitlist. Coordinates transfers, move-ins, and move-outs. Interviews prospective/current tenants to ensure information is current, processes/verifies documentation, and makes offers of accommodation or referrals to landlords. Completes documentation for lease agreements, move-outs and transfers, and notifies internal stakeholders.

Creates, maintains, and inputs applicant, tenant, and landlord files, records, and information.

Prepares paperwork for tenancy support specialists as it relates to landlord and tenant board hearings. Charges relevant fees to tenant accounts.

Sets up arrear payment schedules and agreements for adjustments with landlords, and monitors and follows up on same, referring to supervisor as required. Prepares monthly cheque requisitions for pick-up and reports (e.g., arrears).

Determines if landlord-proposed rent increases comply with legislation and program guidelines. Prepares related addenda to contracts/agreements and sends notifications.

Holds funding waitlists for programs outside those maintained by the community housing access centre.

Performs initial inspections of some properties/units being offered by landlords to ensure program suitability (e.g., deficiencies, compliance with program requirements, basic property standards and building and fire codes). Recommends approving properties/units to facilities management staff.

Prepares and maintains contracts/agreements with agencies (e.g., mental health supports).

Receives and processes payments (e.g., rent, rental arrears, miscellaneous charges). Prepares monthly b

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