Manager, Tenancy Support

2 months ago

Ottawa, Canada Ottawa Community Housing Full time

Join us at Ottawa Community Housing, where we are more than a home to about 33,000 tenants across approximately 15,000 homes. As Ottawa's largest social and affordable housing provider, ranking second largest in Ontario and fourth largest in Canada, we're committed to enhancing tenant well-being through partnerships with local service providers and support agencies.

At OCH, diversity and equal opportunities are at the core of our workplace culture. We strive to mirror the vibrant communities of our city and have been honoured as the National Capital Region's Top Employer every year since 2018.

WE ARE PROUD BECAUSE EVERY DAY WE MAKE A DIFFERENCE

Together, we're transforming tenants' lives by
“providing more than a home, because we care”.

What we offer

Joining OCH means making a meaningful difference every day. We provide opportunities to positively impact your community in multiple ways. Recognizing that our employees are the cornerstone of our organization, we offer a comprehensive and competitive compensation and benefits package, flexible work options, professional development opportunities, health and wellness programs, and more.

Manager, Tenancy Support with OCHC:
As the Manager, Tenancy Support you will provide leadership and promote the delivery of quality service to tenant communities, including through effective partnerships and stakeholder relationships, information exchange, standardization and enhancing services and programs offered.

As a Manager, Tenancy Support, some of the things you will do include:

- Manages the planning, delivery and evaluation of tenant support services and related plans and approaches that promote successful tenancies, access to information, and supports and assistance, including for higher needs tenants and at-risk tenancies
- Manages the development, implementation and ongoing administration of policies, processes and tools that drive standardization, accountability, role clarity and continuous improvement
- Undertakes assessments to identify stakeholder needs, opportunities and capabilities and leads the development and implementation of related plans and strategies
- Engages with partners and other stakeholder, and seeks out and facilitates new opportunities for the delivery of services and programs in support of successful tenancies
- Negotiates, supports the implementation, and measures the effectiveness of agreements with support agencies
- Assesses, recommends and supports the coordinated delivery of learning activities and education materials and the sharing of best practices within the team
- Monitors, reports on and provides recommendations regarding at-risk tenancies
- Supports the resolution of escalated issues and ensures the response to tenant inquiries and complaints and delivery of a high standard of customer service
- Ensures the development, collection, analysis and reporting of data related to service delivery and outcomes
- Supports the preparation of and manages assigned budgets, monitors expenditures, ensures the timely validation and approval of expenses, and ensures costs are controlled
- Provides leadership and overall management of staff within areas of responsibility, including assigning, monitoring and evaluating work, setting work plans, priorities and expectations, coaching, developing and motivating staff, and ensuring effective service delivery
- Identifies, plans for and manages human resources needs for assigned area of responsibility, including hiring, termination, discipline, investigations and grievances
- Manages the effective and efficient operation of areas of responsibility, monitoring and reporting on adherence to targets and performance indicators, and driving continuous improvement
- Oversees the effective procurement and management of contractors, consultants and suppliers
- Manages collaborative and results oriented relationships, acting as a respectful, courteous and professional representative of OCH with all work-related contacts

As a Manager, Tenancy Support, you can look forward to:

- A hybrid workplace with unique and ever-changing work tasks every new day
- Opportunities for growth and career development
- Using your expertise to help bring positive changes to communities that need it the most

What you bring:
Education & Experience:

- Completion of a post-secondary program in public administration, social science, social work, or a related field
- A minimum of five (5) years of related experience, including experience managing a team of staff
- Experience working with vulnerable communities and populations with complex needs
- Experience working in the housing sector is an asset
- Experience managing staff in a unionized environment is an asset
- Knowledge of community resources and networks relevant to the needs of tenants
- Knowledge of intervention, conflict resolution and mediation strategies
- Knowledge of partnership development
- General knowledge of evaluation methods
- General knowledge of Lan

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