Lead Tenant Support Worker

**WHO ARE WE?**

Vancouver Native Housing Society’s mandate is to provide safe, secure, and affordable housing. Although our original and ongoing mandate is to focus on the housing needs of the urban Aboriginal community, we have expanded our operations to include housing solutions for seniors, youth, women at risk, persons living with mental illness and the homeless and homeless at-risk populations.

Our culture provides the opportunity for employees to enhance our mandate, embrace indigenous culture, work with partners and stakeholders to develop and execute programs and initiatives for the betterment of residents, and make a difference in the community.

**LEAD TENANT SUPPORT WORKER**

The **Lead Tenant Support Worker** reports to the Supportive Housing Building Manager and is responsible for monitoring the general wellbeing of tenants as well as Tenant Support Worker team members, dealing with daily tenant management and administration tasks for residents, addressing routine challenges when working with marginalized and at-risk populations, and maintaining a respectful and supportive environment for all residents, staff, and visitors.

**Key Duties and Responsibilities**
- Executes management tasks including conflict and risk management, tracking dependencies and milestones, and communication of overall tenant and case management status
- Proposes solutions when faced with new and complex problems, even where little or no precedent exists, while considering the needs of all collaborative groups
- Leverages resources outside one’s own team to solve problems and achieve resultsProposes potential solutions when faced with challenges, even where little or no precedent exists
- Builds strong partnerships with third-party community supports and service providers
- Works closely with senior management and IT leads to manage the transition of large-scale paper-based processes to an online format
- Monitors schedules, deadlines, and deliveries to ensure tenant-related commitments as well as management directives are executed on time
- Manages the frontline staff to ensure the respect, safety, and security of tenants, staff, and visitors are maintained within the policies, procedures, and philosophy of the supportive housing department and Vancouver Native Housing Society
- Works with the Property and Supportive Housing Manager to ensure that Tenant Support Workers execute all program plans
- Works with the Property Manager and Supportive Housing Building Manager in recruiting and hiring frontline staff as well as training, scheduling, and coaching these employees; communicates job expectations and plans, monitors, appraises, and reviews job contributions; plans and reviews compensation actions as well as enforces policies and procedures
- Achieves operational objectives by contributing information and recommendations to strategic plans and reviews; prepares and completes action plans; implements production, productivity, quality, and customer-related standards; completes audits; determines system improvements; implements change
- Directs and manages staff to monitor the tenants' ability to maintain their suite and, when required, makes arrangements with support agencies for the resources needed to fulfill their obligations as a tenant and/or community member
- Works to empower all tenants to develop and maintain healthy choices and practices
- Works with the various VNHS staff memebers as well as external partners in delivering the mandate of safe and affordable housing to vulnerable and marginalized populations
- Completes a variety of administrative functions and assists with the administration of tenant funds and information as directed by the management team, including but not limited to Warning Letters, arbitration packages, and case management
- Attends monthly staff meetings, tenant meetings, and additional program and community meetings as directed
- Liases with Vancouver Native Housing support staff in relation to residents' health and well-being and works with the team of staff to ensure tenant concerns are dealt with in a respectful manner
- Ensures a safe and caring environment by responding to emergency issues, sharing information, and supporting others respectfully within the parameters of the Personal Information and Privacy Act and related agency policy
- Documents interactions with tenants and service providers, maintains statistical data, and completes both individual and personnel files
- Provides support and direction to Tenant Support Workers, tenants, volunteers, and/or community placements
- Updates job knowledge by participating in educational opportunities; reads professional publications; participates in professional organizations and participates in training outlined by the Supervisor and/or Senior Management
- Ensures a safe environment by performing duties such as: reporting unsafe conditions, incidents, and/or behaviors, dealing with emergencies in accordance with guidelines, an