Tenant Engagement and Services Supervisor

Toronto Seniors Housing Corporation (TSHC) provides subsidized rental housing in a state of good repair for approximately 15,000 low
- and moderate-income seniors in 83 buildings across the city. Our mandate is to enable TSHC tenants to age at home in comfort and dignity with access to programs and services and with a voice in their community. With a focus on the unique needs of seniors, we are committed to being a leader in the delivery of quality, affordable housing for seniors. Our commitment includes engaging and collaborating with our tenants, our staff, and our partners towards providing excellent service for the well-being of tenants.

We are a values-based organization committed to respect, inclusion, accountability, and innovation. Do you enjoy working as part of a team with a passion for providing excellent service? If so, consider this opportunity with Toronto Seniors Housing Corporation where you can make a difference.

In addition to training and career opportunities, we offer a comprehensive compensation package including:

- Health and dental benefits.
- Defined benefit pension plan.
- Three (3) weeks paid vacation, increasing with years of service.
- Four (4) personal days each year
- Employee & family assistance plan.
- Maternity and parental leave top-up benefit.
- Tuition reimbursement program.
- Fitness membership discount.

Toronto Seniors Housing Corporation (TSHC) is focused on ensuring access to services and integrated supports for seniors’ tenants to realize successful tenancies and allow seniors to age in place. Reporting to the Regional Operations Manager, the Tenant Engagement and Services Supervisor will provide leadership, supervision, mentoring and coaching to TSHC staff within the region including the Seniors Services Coordinators, Tenant Service Administrators as well as Region Clerks. The position will be accountable for addressing and supporting the resolution of complex social tenancy management escalations and will also identify, establish and monitor community partnerships that improve tenant and community well-being as part of the Integrated Service Model. The position will lead a team to ensure effective tenancy management, access to social/health supports for tenants through partnerships with health and community agencies and tenant engagement activities.

**Responsibilities**
- Provide leadership, supervision, mentoring and coaching to Seniors Service Coordinators, Tenant Services Administrators and Region Clerks on Seniors Housing policies, procedures, legislation, codes, systems, practices, and operational requirements with a strong commitment to improving the overall tenant experience._
- Lead and supervise staff roles in their day to day job functions to ensure they are addressing the housing retention needs of vulnerable tenants within a tenancy management framework. In particular, leads staff team to address the needs of tenants with mental health or substance use issues, diminished capacity, physical or intellectual impairments, literacy or language barriers, a history of street homelessness, frail or isolated seniors.
- Coach and mentor to ensure policy, procedure and legislative compliance.
- Builds and supports a culture of tenant centric customer excellence.
- Lead regular team meetings and individual staff supervision meetings.
- Developing annual training plan to develop staff competencies.
- Identify and create performance plans.
- Monitors and manages the delivery of administrative services including arrears collection, vacancy management, rent subsidy administration, and eviction prevention management.
- Proactively manages emerging services issues and escalations that negatively impact Seniors Housing tenants, property, and/or the broader community.
- Owns the primary management role among tenants, acting as the first line of managerial support; fielding and responding to complex tenant issues, escalations and complaints; coordinate effective resolution, response actions and follow up on service failures to prevent future occurrences in collaboration with other divisional management teams
- Supports crisis response at the regional level and corporate level in collaboration with other divisional management teams.
- Leads process improvement initiatives to improve the quality, cost and tenant experience of community services through audit of service delivery (staff and community partners); identifies areas for change
- Acts as a representative and negotiator for tenants and Seniors Housing Unit in relevant forums with strategic service partners, city shareholders and external stakeholders in the broader community, to support and address complex tenancy management issues.
- Conducts audits, monitoring and evaluation of policy and procedure compliance at the regional level._
- Ensures compliance with applicable bylaws, standards and legislative requirements including but not limited to rent geared to income administration, residential tenancies act, Ont