Team Lead, Housing

**Job title**:Team Lead, Housing - Admin Education and Support Services

**Department**:Housing

**Reports to**:Housing Manager

**Hours of work**:10:00 a.m. to 6:00 p.m.

**Job purpose**

The Team Lead, Housing - Admin Education and Support Services reports to the Housing Manager and is responsible for assisting with the coordination of the day-to-day operations of the Department and co-leading the functions associated with the Administration, Education, Resource Area and Support Services delivered by Housing.

The incumbent will keep abreast of the workflow to identify issues, improve processes, and problem-solve with clients accessing housing services and staff to ensure the highest level of service. The incumbent will also work with staff to address complex cases that have been escalated by staff. The Team Lead will delegate to and monitor tasks assigned to their teams.

The incumbent will also develop, implement, and oversee a suite of support services that will be delivered in person and remotely. This includes a year-round ID Clinic and Tax Clinic, Life skills workshops, and information sessions on topics identified by and relevant to clients’ housing success. As well as manage a resource area that securely and confidentially, allows clients to participate in online appointments to improve their economic and housing stability.

**Company Overview**

**Duties and responsibilities**
- Using a client-centered, anti-oppression, anti-racism, trauma-informed and strength-based approach, and in partnership with the Housing Manager, assist with the implementation of program objectives and action plans to meet the mandate and goals of the Housing department and CDCD’s strategic plan.
- Coordinate the day-to-day operations of the Housing Department to ensure programs, year-round support services and resource area are operating efficiently and is designed to meet clients’ needs in a bias-free and client-centred environment.
- Ensure the necessary equipment is readily available and fully functioning in the resource area.
- Work with the Housing Manager to ensure the organization meets the target numbers for service delivery and utilizes all necessary tools and resources to operate effectively in a results-driven environment.
- Review workflow, space design and improve processes to maintain established service standards and customer service excellence.
- Ensure all necessary tools and resources are available to staff and utilized to operate effectively in an outcome measurement environment. Ensure data accuracy and integrity is maintained department-wide, particularly in HIFIS.
- Prepare program records, narrative and statistical reports as required.
- Design, facilitate, coordinate and evaluate, educational sessions on tenant rights, life skills training or other information that will assist with the clients’ housing retention and overall well-being.
- Offer input into the annual capital and operating budgets/forecasts and funding/revenue sources.
- Model effective team leadership to all staff by fostering an environment that is welcoming and inclusive where everyone contributes to continuous innovation and improvement.
- Effectively and professionally direct, support, motivate and coach staff.
- In collaboration with the Manager, coordinate the on-boarding process for new team members and participate in their orientation and training.
- Maintain confidentiality and privacy protection for both the landlord and tenant.
- Facilitate bi-weekly check-in meeting with Team members.
- Explore and recommend opportunities for professional development and learning from peers as team members share best practices, discuss complex cases, and receive feedback on their approaches.
- Backfill for Team Leads when they are absent.
- Conduct holistic client intake, assessment, case planning, service follow-up, referral and advocacy.
- Provide support to clients by assessing possible multi-disciplinary needs, including housing, income support, emotional counselling, safety and protection, and legal.
- Assist potential clients and determine the appropriate housing response to a household’s request for support services and accommodations to resolve their housing needs.
- Assist clients to maintain their housing (eviction prevention) or assist clients to find other housing wherever and whenever possible.
- Assist clients to secure income support wherever and whenever possible.
- Administer the Housing Client Satisfaction Survey at 3, 6, and 12-month intervals. Analyze and report on the data, which will be used to support clients’ progress and inform program development and improvement.
- Process program-related invoices and receipts to maintain proper financial** **reporting.
- Promote a positive workplace culture through agency committee membership and actively participate in departmental activities.
- Ensure activities comply with the Landlord and Tenant Board, Residential Tenancy Act, Social and Employment laws, includi