Resident Services Coordinator

**Reports to**: Manager of Resident Services

**Compensation**: $25.21-$27.32 per hour

**Schedule**:8:30am-4:30pm, Monday-Friday (75 hours bi-weekly)

**Organizational Focus**:
Pacifica Housing has been providing safe and affordable homes for almost 35 years. We are a rapidly growing organization dedicated to meeting the housing and support needs of our community. As such, we are committed to building our fast-growing team with a culture that supports our people and reinforces our core values of authenticity, leadership, respect, and social justice.

Pacifica is proud to be a Certified Living Wage Employer by The Living Wage for Families Campaign.

**Key Responsibilities**:
The Resident Services Coordinator supports the Manager of Resident Services in meeting effective operation and prudent management of our residential properties with a resident-focused approach.

1. Contributes to ensuring a high occupancy rate by:

- Arranging viewings with potential residents and following up with prospective renters;
- Completing the move-in process with new residents;
- Taking early preventative action when a resident is struggling or failing to meet their tenancy responsibilities;
- Collaborating with other departments to support housing security and stabilization efforts to minimize evictions; and
- Completing the move-out process, updating the required data-bases and collaborating with maintenance and supportive housing staff as required to ensure an expedited suite turnover process takes place.

2. Tenancy Management and Resident Communication:

- Timely response to resident communication including complaints and inquiries;
- Records and maintains resident unit files in Yardi (property management software), and hardcopy including all tenancy related records;
- Prepares and delivers resident correspondence including but not limited to warning letters and notices to end tenancy;
- Works with residents to create and track payment plans as required and that chargeback procedures are followed;
- Ensures appropriate and effective communication takes place with residents, provide responses where required, including as a direct liaison with residents and external stakeholders as required;
- Works with the Finance Department to ensure timely collection of rent and tracking of accounts receivable; and
- Prepares evidence and documentation to be submitted for and participates in hearings at the Residential Tenancy Branch (RTB) and represents the Society in RTB proceedings.

3. Performs a variety of administrative functions including:

- Undertaking move-ins/move-outs and unit showings;
- Processing rent/subsidy changes as per BC Housing guidelines;
- Implementing rent increases in accordance to RTB requirements;
- Ensuring tenancy agreements are up to date and adequately protect Pacifica Housing;
- Providing monthly reports to the Manager of Resident Services on internal housing statistics;
- Follow up on reports from property inspections and maintenance visits that indicate any action needs to be taken by the resident in order to comply with their tenancy agreement;
- Cross-training with coordinator positions in other departments; and
- Perform other related duties as required including providing vacation and other coverage to Pacifica Coordinators as required.

**Requirements**:

- Please note that a combination of experience and education may be considered. _

**Education**:

- Secondary school graduation
- Certificate or diploma in Office Administration

**Experience**:

- A minimum of 2 years related property management experience.

**Knowledge, Skills and Abilities**:

- Strong organizational and time management skills
- Demonstrated conflict resolution skills
- Knowledge of the Residential Tenancy Act
- Ability to operate as part of an interdisciplinary team
- Proficient in MS Office programs including Word, Outlook and Excel
- Knowledge of Yardi Property Management software an asset

**Additional Criteria for Role**:

- Completion of a Criminal Record Check is required before employment commences.
- Must have valid driver’s license and access to a reliable vehicle with a minimum of $2 million liability ‘business class’ insurance.
- Current basic First Aid Certificate.

**Benefits**
- A mission driven and meaningful working environment.
- Competitive salary from a Certified Living Wage Employer.
- Minimum six (6) percent vacation accrual rate for all permanent staff
- Excellent benefits package for full-time employees (includes extended health and dental, life insurance, and more).
- Competitive employer RRSP contributions.
- Employee assistance program.
- Wellness time.
- Career development and internal advancement opportunities.
- Organization and individual training opportunities.
- Social committee that includes robust team building and staff social events.
- Dog friendly offices.
- Pacifica Housing advises all employees, contractors and volunteers of the risk of violence, injury and harm that is present in