Tenant Services Coordinator

Job Description:
**POSITION PURPOSE**:
Reporting to a Property Manager, is responsible for preparing annual lease renewal packages and calculating rent increases, adjustments and rent-geared-to-income; maintaining direct payment process for tenants; processing and maintaining rental records; and coordinating tenant placement activities, lease-up of vacant units and move in of tenants; processing requests from tenants and operations staff for maintenance repairs and services; responding to tenant and public inquiries and providing timely customer service; and providing administrative and clerical support to the Property Manager/Supervisor.

**MAJOR RESPONSIBILITIES**
- Prepares lease renewal packages for tenants and ensures all eligibility documents required to calculate rent-geared-to-income are provided (e.g. employment income, social assistance benefits, pensions, etc.); follows up with tenants, employers and agencies, to clarify information and/or obtain further documents and information as required; refers suspected misrepresentation of income by tenants to the Property Manager/Supervisor.
- Calculates rent increases, decreases and adjustments for the assigned portfolio, obtains necessary approvals and inputs into systems.
- Initiates, maintains and balances direct payment process for tenants, ensures tenants complete the pre-approved forms and forwards to applicable financial institution.
- Assists in the negotiation of rent supplement agreements, drafts addendums to the same, ensures the proper monthly reconciliation of landlord statements and accurate and timely rent supplement deposits.
- Coordinates unit turnover repairs with staff and contractors conforming to operational delivery standards; identifies and coordinates move in schedules with prospective tenants.
- Maintains and updates waitlists in accordance with the Housing Services Act (HSA) and the Regional Municipality of York.
- Co-ordinates tenant placement activities including but not limited to lease-up of vacant units, marketing vacant units, qualifying applicants and move-in of tenants in order to minimize rent loss and ensure an orderly turnover of unit within the timelines specified; prepares leasing package, arranges leasing appointments, maintains record of move-outs, move-ins and transfers to update tenant records.
- Receives requests for maintenance repairs, prepares work orders and coordinates work with the contractor(s).
- Responds to inquiries from tenants, contractors, suppliers, social agencies and the general public regarding overall property management policies, procedures, processes, and to explain rent-geared-to-income policies and rent calculations.
- Performs other duties as assigned, in accordance with Branch and Department objectives.

**QUALIFICATIONS**
- Successful completion of a Post-Secondary Diploma in Business Administration, Social Sciences or related field or approved equivalent combination of education and experience.
- Minimum three (3) years’ experience in a social services, social housing, or related field, including administrative and financial responsibilities.
- Satisfactory Police Criminal Background Check.
- Valid Class “G” drivers licence and reliable vehicle for use on corporate business.
- Ability to complete mandatory annual training.
- Knowledge of basic accounting principles and practices to process accounts payable and balance rental payments.
- Mathematical and analytical skills to review and assess documentation and calculate rents.
- Good knowledge of legislation, policies and procedures governing the management and administration of social housing.
- Demonstration of Departmental competencies, including flexibility and adaptability, accountability, strategic thinking, creativity, and collaboration.
- Knowledge of social programs such as Canada Pension, Old Age Pension, Ontario Works, Ontario Disability Support Program, investment vehicles such as RRSP, annuities and stocks to evaluate and confirm information relevant to tenant income and rent calculations.
- Excellent interpersonal, customer service, organization and time management skills, including oral and written communication skills.
- Knowledge and demonstrated ability in corporate core competencies including customer focus, communication, collaboration and personal ownership.