Supervisor, Tenancy Management

Job #:

10070

Division:

Operations

Vacancy Type:

Full-time Permanent

Affiliation:

Non-Union: Management & Exempt

Contract Length:

Grade:

07

1

Salary/Hourly Range:

$104, $125,688.15

Hiring range/wage:

$104, $115,214.14

Work Details (Days/hours):

36.25 hrs per week

Posted Date:

11/7/25

Existing or New:

Existing

Deadline to Apply:

11/21/25

What we offer

In addition to a competitive salary and a rewarding career where you can truly make a difference, we offer a comprehensive package that meets the various needs of our diverse employees, including:

• Ability to participate in inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities;
• Minimum three (3) weeks of paid annual vacation days, increasing with years of service;
• Defined benefit pension plan with OMERS, includes 100-per-cent employer matching;
• Health and dental benefits;
• Employee and family assistance program;
• Maternity and parental leave top up (93% of base salary);
• Training and development programs including tuition reimbursement of $1500 per calendar year;
• Fitness membership discount.

Make a difference

Reporting to the Manager of Tenancy Management, the Supervisor, Tenancy Management is responsible for overseeing the full scope of the day-to-day tenancy experience within one of our three service regions, including rent determination, arrears administration, eviction prevention, litigation, parking, and access and support services for tenants.

In this role, you will be responsible for supervising a team of staff (TSCs, CSCs, and Clerks) that help tenants maintain good standing with their housing and that coordinate third party services from a broad range of health, social service and community support providers.

This is your opportunity to bring your values around creating quality homes in vibrant communities where people are proud to live and work. Let's work together to achieve our vision.

What you'll do

• Implement service standards and metrics established by the General Manager, in alignment with the Operations Agreement
• Understand work breakdown structures and hours to complete task to ensure optimal staffing levels are maintained
• Supervise a team of unionized staff (TSCs, CSCs, Clerks) to deliver service that meets the established standards
• In collaboration with the Manager, Tenancy Management:
• Assist in labour relations matters including grievances and progressive discipline of staff by issuing letter of expectations, verbal and written warnings
• Implement the accessibility strategy and related processes
• Oversee the community housing program administration functions including vacancy management, tenant/non-tenant and employee parking, eviction prevention and rent determination
• Ensure compliance with applicable by-laws, standards and legislative requirements including Residential Tenancies Act, Housing Services Act etc).
• Assist in the Rent Geared to Income (RGI) review process pertaining to rent calculation
• Provide advice and guidance to front line staff on rent issues, including arrears and litigation
• Support staff to develop action plans to assist tenants to maintain housing
• Coordinate the development of action plans to resolve tenancy issues with local staff
• Provide advice and support conflict resolution between neighbour disputes
• Assist in resolving tenancy management issues with tenants with complex issues involving multiple barriers such as diminished capacity, physical or intellectual impairments, language and literacy issues, mental health and substance use issues, etc. Escalate unresolved or complex issues to Manager
• Review tenant support partnerships and initiatives, and provide feedback to Manager
• Maintain creative partnerships and participate in the joint service planning in collaboration with other managers, supervisors, and staff across pillars and regions
• Adhere to the budget and ensure service delivery is tied to the budget
• Support the Manager, Tenancy Management by providing input to the region's operational planning process, development, documentation and implementation of business plans, business cases and initiatives as they relate to tenant support and other services, including parking, Rent-Geared-to-Income (RGI), rent arrears and litigation
• Assist the Manager in the preparation of funding proposals, business cases and resource development activities in support of tenant support initiatives
• Review reporting of performance measurement statistics and for areas that are below standard to make suggestions for improvement
• Implement process improvement initiatives and demonstrate a strong commitment for improving the overall tenant experience
• Foster an environment of organizational development among frontline staff; participating in coaching and mentoring activities.
• Build and nurture a culture of tenant centric performance excellence through communication, coaching and fair/equitable treatment of staff; promoting a safe, respectful, diverse and inclusive workplace.
• Adhere to established Human Resources policies and procedures.

What you'll need

• Completed post-secondary education in Property Management, Business Administration, Operations Management, Social Services, Health, Community Development or in a relevant discipline, or equivalent work experience
• Approximately 5 years of progressive work experience in property management, social services, health, community development or related area
• Experience working with and managing staff, experience in a unionized environment is an asset
• Certification of Rent-Geared-to-Income (RGI) Administration is an asset
• Knowledge with annual rent reviews, market rent strategies and principles
• Demonstrated experience in the coordination of support services, preferably in a housing context
• Knowledge of the principles, practices and techniques related to the delivery and coordination of tenant and community programs including services for mental health and addictions, seniors, individuals with a history of homelessness and people with special needs
• Knowledge of the network of health and mental health resources in Toronto, including community-based mental health, supportive housing, community care and long-term care providers.
• Understanding of anti-oppression, human rights, equity and recovery frameworks and proven ability to work effectively with a diverse and vulnerable client population
• Ability to communicate effectively with a diverse tenant population in difficult situations and resolve sensitive issues
• Strong listening, verbal communication, writing, conflict resolution and presentation skills
• Ability to understand complex tenancies and the issues that affect those with social and economic vulnerability, diverse in age, race, sexual orientation, culture and ability
• Commitment to providing high quality tenant/customer service
• Knowledge of applicable legislation including Residential Tenancies Act, Occupational Health and Safety Act, Human Rights Code, Ontario Building Code, Fire Code, Labour Relations Act, Social Housing Reform Act, etc.
• Flexibility to work evenings, weekends, and on-call rotations as needed
• G-License and own vehicle is an asset to travel to various buildings
• Ability to communicate in a second language is an asset

What's next

Once you apply, we'll review your resume and contact you if your skills and experience match the qualifications for the role. If you are selected to move forward, the process will include one or more interviews and/or assessments and reference checks.