Rental Officer

**About Centretown Citizens Ottawa Corporation (CCOC)**

CCOC is a community-based, tenant and member-directed, non-profit housing organization whose mission is to create, maintain and promote housing for low and moderate-income people. We value diversity, collaboration, inclusive and open decision-making, innovation, creativity, and sustainability.

**Summary**
The Rental Officer works as part of a team and is responsible for coordinating the ongoing leasing of assigned buildings, managing tenant related matters, administering associated rental activities, providing liaison with custodians, The Registry, social agencies and other community partners.

**Responsibilities **(this is not an exhaustive list)

1. Coordinates the ongoing leasing of assigned building in consultation with Facilities, Finance and other Rental staff by:

- Receiving move-out notices from tenants and ensuring move-out letters and tenant questionnaires are sent out;
- Consulting with Rental Director to confirm market and subsidized status;
- Informing custodians of upcoming vacancies, move-ins and maintenance work;
- Coordinating with tenants and custodians the viewing of units by prospective tenants;
- Coordinating move-out/in dates in consultation with the tenant and Operations Managers;
- Checking CCOC’s transfer waiting list for tenants as units become vacant for appropriate placement;
- Coordinating the Lease Signing/Orientation sessions with new tenants, delivering the information at the sessions and ensuring the information is always up to date and relevant.

2. Manages tenant related matters at assigned buildings by:

- Responding to complaints from tenants in a timely manner and providing written documentation on complaints and action taken. Advising the Rental Director of any situation/problem where additional intervention and/or legal action may be required;
- Where complaints are complex and involve multiple departments, working with other departments to coordinate responses to complaints; problem-solving relating to possible changes in practices or procedures;
- Evaluating challenging tenant behaviour and history to assess potential risk to others and/or property; consult with the Rental Director to problem solve and together devise an action plan and strategy;
- Carrying out regular on-site visits to assigned buildings to ensure curb appeal and reporting situations requiring attention to the Rental Director and the Operations Managers;
- Identifying and implementing marketing and advertising strategies for assigned buildings in consultation with the Rental Director. Coordinating marketing and social media strategies with the Communications Officer where appropriate.

3. Assisting with Lease Renewals by:

- Ensuring proper income verification and other required documents are received;
- Calculating rents and imputing revised rents and updating tenant files;
- Verifying rent calculations completed by other Rental Officers to ensure that subsidy guidelines and regulations are respected and reviewing monthly Rent Supplement claims to verify data.

4. Administering parking by:

- Coordinating parking rentals including assignment of parking, maintaining files, data entry and keeping custodians apprised of all parking changes;
- Keeping an up to date waiting list of parking requests;
- Preparing parking leases and arranging for their signing;
- Coordinating the monitoring of tenant and visitor parking and issuing notices to those in violation of CCOC parking policies and authorizing ticketing and towing, as required; and
- Informing tenants and non-tenants of parking rate increases.

5. Administers associated rental activities by:

- Updating the CCOC website, including the posting of vacancies;
- Compiling Rental statistical data for applicable funding bodies, CCOC Committees and Departments;
- Having current knowledge of the social housing environment, including legislation and market trends in order to provide excellent customer service to applicants, co
- workers, community partners and to participate on local workgroups and Committees;
- Participating as a panelist, when required, on the City of Ottawa Internal Review Panel.

6. Provides liaison with The Registry, Community Partners and the broader community by:

- Updating the Registry database on all applicant activity and all discussion with applicant that relates to housing need/requirements;
- Contacting Registry staff to discuss database issues or additional information required and dialogue with the Rental Director;
- Reporting to the Rental Director on problems with the database or other concerns;
- Providing information to non-tenants regarding The Registry and subsidized housing;
- Referring tenants to appropriate community partners and other agencies for support;
- Advising and consulting with community partners on tenant-related and housing support issues;
- Participating in case management meetings with tenants and their support agencies for complex issues.