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Tenant Services Coordinator

2 weeks ago

Kitchener, Canada Region of Waterloo Full time

Tenant Services Coordinator

**Job Number**:1389

**Job Type**: 1 Permanent Full Time position, and 1 Temporary Full Time position (up to 12 months)
**Temp Contract Length**: Temporary Position is up to a 12 month duration
**Location**:20 Weber St, Kitchener
**Job Category**: Health Care and Social Assistance
**Number of Positions**:2
**Department**: Tenant and Management Support
**Division**: Community Services
**Hours of Work**: 35
**Union**: CUPE 1883
**Grade**: CUPE 1883 Grade 011
**Salary Range**: $37.47 - $42.44**About Us**

The Region of Waterloo is a thriving, diverse community committed to fostering opportunities for current and future generations. Home to over 674,000 residents and expected to grow to nearly one million by 2051. Guided by our 2023-2027 Strategic Plan, “Growing with Care,” we focus on equity, inclusion, and sustainability. Our mission is to provide essential services that enhance the quality of life for all residents, while our core values emphasize caring for people and the land we share. Join us and be part of a team dedicated to making a meaningful difference in our community.

Dish with One Spoon Wampum:
- Waterloo Region is part of the Dish with One Spoon wampum, a treaty guiding our commitment to:
- Recognizing our shared humanity and land
- Taking only what we need
- Leaving some for others
- Keeping the dish clean
- This agreement underpins our vision, mission, and core values, and reinforces our dedication to meaningful reconciliation and equity.- The Role
- Approves and determines rent subsidy for tenants in region-owned and non-region owned housing. Monitors and maintains legal agreements between landlords and the Region, and arranges for and reconciles rent supplement payments to landlords.
- Supports and advises tenants and landlords on requirements to maintain subsidy and tenancy, and contacts stakeholders to initiate client-centred supports for tenants who are vulnerable and at risk of eviction. Removes subsidy when tenants are no longer eligible. Selects, interviews, and matches applicants to units and landlords.
- 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 documentati