Tenant Services Worker

_**Job Description**_

Under the supervision of the Tenant Services Manager, this position is responsible for providing a wide range of administrative and clerical support services required in the day-to-day management of social housing portfolios.

**Qualifications**
- _STANDARD SPECIFICATIONS_: Requirements are representative of minimum levels of education, knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.

**Education**

**Essential**:

- Post-secondary diploma in Community Development, Social Work (SSW,
- BSW), Sociology, Addictions Counselling, and/or another related HumanServices field is required
- RGI Certification is an asset
- First-Aid certification is an asset
- Possess a valid Ontario drivers licence and a reliable vehicle
- Must pass vulnerable sector screening

**Knowledge**
**Essential**:

- No experience required
- Experience with clerical and administrative duties
- Knowledge of various Housing Programs and legislation including: Residential Tenancies Act, Occupational Health & Safety Act, Eviction Prevention Policy, the Human Rights Code, HSA, AODA etc.
- Basic keyboarding and word-processing skills
- Advanced knowledge of Microsoft Office, particularly Word
- Working knowledge of property management and/or case management software
- Working knowledge of office equipment; phone, printer/photocopier/scanner, fax machine, etc.
- Demonstrated experience in preparing routine correspondence, memoranda and reports.
- Demonstrated initiative in responding to challenging situations and must be able to organize, prioritize, and manage a heavy and constant workload

**Skills and Abilities**
**Essential**:

- Excellent interpersonal and communication (written & verbal) skills required to interact with tenants, applicants, staff, tenant representatives, external agencies and the general public
- Ability to communicate effectively with a diverse tenant population in difficult situations and possess skills required to handle problems effectively in response to complaints and request for services
- Ability to recognize situations that require intervention and refer to the appropriate staff/agency for follow-up
- Demonstrates a commitment to providing a high level of tenant/customer service and respecting diverse cultures.
- Excellent administrative and organizational skills with the ability to multi-task
- Ability to type and write letters, reports, etc. using proper format, grammar and spelling
- Ability to make calculations accurately and working knowledge of financial procedures
- Ability to use various software packages that support business practices
- Ability to meet deadlines with conflicting priorities
- Ability to work independently as well as part of a team
- Ability to work evenings and/or weekends as required
- Ability to travel to various Barrie Housing work locations

**MAJOR DUTIES AND RESPONSIBILITIES**:
**Housing Support Duties**

**1. **Responsible for actively supporting and promoting successful tenancies by connecting, supporting and engaging tenants.

**2. **Handles tenant complaints.
**3. **Matches prospective tenants and transfers with vacant units, according to internal transfer policy and procedure, and offers units in collaboration with the housing team.
**4. **Conducts leasing interviews in accordance with policies and procedures using the centralized RGI wait list, when required.

**5.** Processes RGI calculations (i.e. move-ins and change of income), as required.
**6. **Assists the Tenant Services Manager to coordinate tenant legal processes including initiating termination notices for tenant arrears/breaches of Residential Tenancies Act (RTA).
**7. **In collaboration with the Tenant Services Manager monitors repayment agreements and follows through on next steps when necessary.
**8. **Collects rental arrears and attends Landlord and Tenant Board as required.
**9. **Performs rent assessments (in accordance with HSA guidelines) for review by the Housing Manager and once approved, advises tenants.
**10. **Prepares landlord/tenant notices and submits notices to Tenant Services Manager for review and approval.
**11. **Sends over housed/under housed notices.
**12. **Maintains internal transfer list.
**13. **Performs annual unit inspections.
**14. **Maintains effective relationships with external agencies, neighbors, social groups, tenant leaders and elected tenant representatives.
**15. **Provides services to a diverse community respecting Barrie Housing's policies and procedures including: Anti-Discriminatory, Human Rights and Fair Access, Code of Conduct and Conflict of Interest. etc.

**16. **Participates in community development activities, initiatives and outreach to relevant groups including cultural, racial, sexually diverse, special needs, mental health and homeless groups.

**17. **Liaises with other Barrie Housing staff, tenants and communities on community healt