Supervisor, Tenant

**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.

**Our Team**:
In Housing Services, we believe that communities thrive when everyone has a place to call home. This vision guides our every decision. We serve community members experiencing homelessness, housing instability, and housing affordability challenges in Waterloo Region. We are a Service System Manager, funder, and service provider.

**The Opportunity**:
Supervises the delivery of housing services and supports to the community and tenants of Waterloo Region Housing. This includes access to housing through the housing waitlist, delivery of housing subsidies, and the provision of housing through Waterloo Region Housing. Supervises the development and implementation of policies for services delivered.

Supervises tenant and community relations, tenant management, and tenant placement for Waterloo Region Housing (WRH) programs, ensuring clients are well supported in obtaining and maintaining tenancy in WRH owned units, co-ops, non-profits, or with private landlords. Acts as a liaison with community partners and agencies to support tenants and their tenancy. Supervises rent assistance programs for clients and landlords, including establishing and maintaining rental agreements with landlords, and financial/accounting processes. Collaborates with Facilities regarding property management/ operational maintenance, security, safety, and capital asset management in the interests of tenants and the community.
- Supervises Tenant Services Coordinators, Tenant & Community Relations Specialists, OW Caseworkers, Housing Access Coordinators, administrative staff, an Administrator of Funding & Contracts, and students.
- Represents client services on special projects and committees related to tenancy management, relocations, finance, and purchasing; reviews and recommends changes to policy and procedures to enhance client services. Co-chairs Waterloo Region Advisory Committee.
- Supervises the preparation and implementation of legal agreements with private landlords, community housing providers, and community agencies, per legislation and regional programs. Oversees initial rent and rent increases/reductions. Authorizes payment of subsidies under each agreement, approves and ensures monthly subsidy payments. Addresses serious contractual infractions, including initiating termination of contracts as required.
- Supervises the intake, processing, eligibility, and maintenance of the housing waitlist, ensuring compliance with relevant legislation and local policies. Liaises with community agencies to facilitate referrals, provide information regarding available services/supports, and deliver presentations and training/education regarding waitlists, including terms/conditions and priority populations.
- Administers policies and procedures related to rent charges, rent calculations, and placement criteria for housing programs, as determined by the Housing Service Manager.
- Develops and supervises the administration of service agreements/contracts for supportive services for housing programs. Ensures terms and conditions are met, and implements corrective actions, as needed.
- Supervises the development and implementation of strategic tenant management practices and plans to prevent evictions and support tenant quality of life, including integration with internal resources and partners (e.g., OW). Resolves escalated tenancy matters.
- Supervises tenant engagement strategies, including tenant social enterprises and economic development programs. Reports on tenant and community advisory boards/councils, and other tenant led initiatives. Develops opportunities for private/public agreements, including service and use of space agreements. Meets with tenants, tenant groups, and community agencies to coordinate tenant services, as required. Provides overall support to tenants with the goal of stabilizing tenancies and maintaining housing.
- Prepares reports for management, other departments, community groups, and agencies (e.g., trends, needs/demand surveys, turnover rates, vacant units, arrears).
- Collaborates with Facilities to ensure building maintenance and safety standards are met; issues and contractual infractions are addressed; and compliance with service level agreements. Collaborates with Facilities regarding capital improvements, and maintenan