Job Id #31168: Supervisor, Tenant Services

Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason
- ** Job ID #31168 - Supervisor, Tenant Services (2 Vacancies)**:

- **Union**: Non Union
- **Job Description ID #**: XXXX**:
**Internal applicants from CityHousing Hamilton will be given first consideration**.**
- External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.

CityHousing Hamilton, the third largest social housing provider in the Province of Ontario, provides affordable rental housing for the citizens of Hamilton. In support of CityHousing Hamilton’s mission statement which is: “We provide affordable housing that is safe, well-maintained, cost effective and supports the diverse needs of our many communities.”

Reporting to the Manager Tenant Services, the Supervisor, Tenant Services is responsible to ensure the effective service delivery of rent collection, rent calculations, tenant placement eviction prevention efforts, and connecting tenant to supports and referrals through internal and external stakeholders.

**GENERAL DUTIES**

Supervises the Tenant Services team, responsible for establishing priorities and delegation of duties to staff, ensuring maximum utilization of human resources.

Interprets and ensures compliance with the Housing Services Act, 2011, Residential Tenancies Act, 2006, Ontario Human Rights Code, Ontarians Disability Act, Employment Standards Act, Privacy and Confidential Act.

Designs, recommends, and implements plans and strategies to improve effectiveness and efficiency. Sets above average standards and leads by example.

Receives and responds to staff enquiries of a more complex nature and provides direction.

Supervises and inspects performance of the Tenant Services team by closely monitoring Key Performance Indicators (i.e. files, rent calculations, vacancies, customer services, etc.) for the Tenant Administration Team.

Participates and recommends changes on policies, procedures and business processes that may impact CityHousing Hamilton standards of service delivery and/or customer service.

Supports the Manager, Tenant Services with timely investigation, response and resolution to inquiries and complaints received from City Council, Hamilton residents, other City Departments, and community housing stakeholders pertaining to various tenant administration issues.

Provides direction, leadership and coordination of teamwork; motivates and encourages staff to achieve high levels of performance and productivity. Fosters a work environment which supports customer service, innovation and quality of service.

Offers opportunities to facilitate employee growth and development. Responsible for the hiring, orientation, training coordination, scheduling, attendance management, discipline and performance evaluations of employees. Coaches staff through support and guidance for staff development as required.

Respects and protects the confidentiality of tenant information as well as all other information that is sensitive in nature to the operations of CityHousing Hamilton.

Documents, monitors, tracks and communicates issues and their resolution to the Manager, Tenant Services.

Interprets and ensures compliance with the Occupational Health and Safety Act, W.H.M.I.S., applicable provincial/federal Act /Standards and Union Agreements.

Maintains up to date knowledge of current techniques, trends and developments affecting all areas of supervisory responsibility and operational requirements.

Forecasts work plans and budgets, prepare business cases, proposals, written reports, and presentations for Manager.

Liaise with the public, elected officials, consultants, stakeholders, and other level of government and regulatory bodies on issues relating to the direct responsibilities of this position.

Represent respective area in labour relations issues including participation in labour management and grievance meetings.

Respond to emergency afterhours situations on a rotation basis.

Represents respective area in labour relations issues including participation in labour management and grievance meetings.

Ensures employees are provided with and use the appropriate equipment, material and/or procedures required to perform the assigned duties.

Ensures that all employees perform work in accordance with applicable Health & Safety legislation and all City of Hamilton corporate and department policies and pro