Job Id #31236: Tenant Services Coordinator

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 #31236: Tenant Services Coordinator (8 vacancies)**:

- **Union**: CUPE 5167
- **Job Descript**ion ID #**:
Reporting to a Supervisor, Tenant Services, the Tenant Services Coordinator (TSC) is responsible for providing a high-quality tenant experience through the provision of tenant services and supports.

The TSC is the primary point of contact for tenants throughout their tenancy and is focused on building relationships with tenants to ensure they have access to the services and supports they need to thrive. The TSC supports the tenant from the point of initial tenancy (lease signing and acclimating them to the community and available resources) and throughout by understanding the tenant’s needs and vulnerabilities. The TSC provides direct support and assistance, manages difficult tenant issues with appropriate sensitivities and tact. Responsible to coordinate access and referrals to appropriate internal staff or third-party supports when needed.

**GENERAL DUTIES**

Provides tenant support and manages individual tenant cases. Provides conflict resolution or mediation, develops personal safety plans with the Community Safety Liaison (CSL).

Conducts tenant needs assessments, referrals to internal resources, community programs or services and other interventions as required.

Responsible for tenant complaint resolution within their portfolio as per CHH’s Complaints Policy. Follows up on tenant complaints and incidents of anti-social behavior. Meets with households and refers to Community Wellbeing team and/or escalations for legal action. Actions charge backs to tenants when tenant damage has occurred.

Proactively identify tenants in need of supports or additional resources and makes initial referrals to available resources, including local health agencies, food security, counselling, home care, etc.

Identifies tenants in need of more intensive or time-dedicated supports for referral to the Intensive Case Workers or community resources. Follows up with community organizations as required, e.g. CAS, hospitals.

Leads in coordinating responses to tenant inquiries and/or responds promptly and collaboratively to assist with the resolution of tenant issues escalated to leadership. Responds to parking complaints in coordination with Building Service Coordinator.

Organizes and participates in regular internal integrated meetings to ensure tenants’ issues are being identified, addressed, and resolved across all teams in CHH.

Ensures tenants are aware of their rights to review certain processes and the legal resources available to them through community legal clinics for Landlord Tenant Board (LTB) matters.

In coordination with Building Services Coordinator, responds to By-Law Violations including trespasses, and serious incidents by calling emergency services as necessary.

Works on-site with office hours, conducts home visits and annual unit inspections.

Supports the tenant through the lease signing or transfer process and provides orientation to the community, organizational structure and supports available to the tenants.

Assists tenants with coordination of move-in with Building Services Coordinator.

Supports tenants with requests for unit modifications or transfer requests.

Creates and delivers tenant communications including letters and notices.

Works with Tenant Administration Representative to identify and follow up with households who have rental arrears following approved eviction prevention policies. Responsible for collecting arrears.

Maintains accurate tenant files and logs/records all actions taken in applicable systems (Northgate, Asset Planner, etc.) Prepares monthly reports and control sheets.

Ensures strict confidentiality of all information received. Ensures all information is accurate and up to date.

Deals with family and follows up with Power of Attorney or Next of Kin as required upon death of a tenant. Ensures file is closed.

Assists Community Wellbeing team, as needed, in supporting tenant or community engagement events and activities.

Works with Paralegals to inform legal notices and legal escalations to LTB.

Authorizes and attends evictions for arrears and social incidents. Provides community information to departing tenants. Attends Landlord and Tenant Tribunal as required.

Works in accordance with the provisions of applicable health and safety legislation and all City of Hami