Housing Liaison

**About Us**: HomeSpace Society is a leading organization dedicated to providing affordable housing solutions to low-income individuals and families within our community. Our mission is to create safe and sustainable housing opportunities while fostering a sense of belonging and community. We are seeking a dedicated and organized Office Administrator to join our team and help us achieve our mission.

Reporting to the Senior Property Manager, the Housing Liaison is accountable for managing the day-to-day activities with residents within their assigned HomeSpace portfolio and building strong relationships with residents and agency partners. HomeSpace’s current portfolio consists of over 34 owned properties containing 903 units placed in locations throughout Calgary.

The Housing Liaison is a vital member of the Property Management Team and balances the unique needs of residents while establishing strong working relations with our partnering agencies. The Liaison provides continual education to residents of lease obligations and achieves those resident successes through consistency, recognition, dignity, and respect.

**Key Responsibilities**:
Working with other members of the Property Management team and various stakeholders, the Housing Liaison is responsible for:
**Customer Service and Relationship Management**:

- Professionally and courteously respond to all resident inquiries, feedback, complaints, or concerns in a timely manner.
- Ensure a high level of tenant relations is maintained through respectful contact when conducting unit inspections and appointments.
- Professionally and courteously maintain ongoing communications with agency partners regarding resident relations and reply to agency partner concerns.
- Participate in discussions focused on education around unit care and upkeep, the Residential Tenancy Act, house rules, Property Management policies, and engage residents to foster their unit as their home.
- Maintain engagement strategies to motivate and reward resident progress.
- Maintain focus on enhancing the overall resident experience. Address residential breaches where required in a professional and dignified manner.

**Administration, Reporting, and Resident Support**:
**Move-Ins**
- Showing vacant units to potential residents.
- Conduct signing of lease, addendums
- Uploading all documents in Yardi
- Review resident policies and the Welcome package with residents.

**Unit Inspections and Reporting**
- Complete quarterly unit inspections and provide monthly reporting on unit conditions to agency support partners.
- Collaborate with agency partners where tenants require additional support.
- Complete maintenance requests when repair needs are observed on unit inspections.
- Conduct additional unit inspections where required to support a tenancy support plan.

**Lease Renewals**
- Ensure lease renewals are signed by residents prior to expiration date.
- Where unit care is a stipulation for possible lease renewal offer, complete additional unit inspections prior to lease offer renewal.
- Initiate notices when required and follow up as required.

**Rental and Arrears Collections, Reporting**
- Collect overdue rental payments on direct tenancy held leases.
- When required, meet with residents to set up an approved payment plan arrangement.
- Notify Property Manager of any tenancy non-compliance or default notices that may lead to loss of housing.

**Resident Notices and Resident Correspondence**
- Prepare notices and other resident correspondence.
- Assist residents with completion of maintenance requests as per maintenance request policy.
- Input notes into Yardi.

**Move-Outs and RTDRS Filing**
- Schedule and conduct move-out inspections.
- Complete move-out file and submit it to the Resident Services Coordinator.
- Preparation of tenancy files that are required to be submitted to the RTDRS by the Resident Service Coordinator.

**Administrative Duties**
- Full updating of Tenancy Lease information in the property management software database including:

- Ongoing tenancy activity
- Unit inspection report documentation,
- Attachment of all tenancy documentation and notices.
- Update Tenant Welcome Packages and support with tenancy policy or housing regulation updates.
- Ensuring Yardi is always up to date.

**Skills and Qualifications**
- 5+ years’ experience working in progressively responsible positions in a client-facing non-profit housing environment is an asset.
- Property Management and Leasing experience would be an asset.
- Direct experience working with vulnerable populations would be an asset.
- Must work cooperatively with others in a strong team environment; demonstrate flexibility in organizing and undertaking work to effectively complete jobs in a timely manner.
- Show a high degree of initiative, discernment, and resourcefulness.
- Exhibit excellent communication and relationship building skills.
- Must be able to approach difficult situations with respect and dignity.
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