Housing Support Manager

At Neighbours Community Homes, we believe in equity, self-determination, and the right of every individual to live with dignity. Guided by our mission and values, the Housing Support Manager plays a pivotal role in ensuring tenants receive high-quality, recovery-focused supports while living in safe, inclusive, and welcoming communities. This position provides both operational leadership and frontline oversight, balancing service excellence with accountability, collaboration, and continuous improvement.

Reporting to the Director of Support Services, the Housing Support Manager supervises up to 12 employees, including Housing Support Workers, Pest and Hoarding Specialists, and Harm Reduction Workers. The Manager oversees daily operations, ensures compliance with the Residential Tenancies Act (RTA), maintains safe environments for tenants and staff, and ensures interventions are consistent with Mental Health Recovery principles. Working closely with internal departments and external partners, the Manager builds strong connections to maximize tenant support and community participation.

OPERATIONAL RESPONSIBILITIES

Support Services

• Provide direct supervision, coaching, and leadership to the support services team, fostering professional growth, accountability, and alignment with Neighbours' Support Services model.
• Ensure delivery of recovery-oriented services addressing mental health, substance use, life skills, food security, legal issues, and meaningful activities. Where services cannot be offered internally, ensure referrals, advocacy, and follow-up with external providers.
• Promote a workplace culture where staff share a strong sense of purpose, align with Neighbours' values, and feel motivated to meet and exceed service goals.
• Oversee tenant assessments, service planning, and timely documentation into Yardi and Treat systems.
• Use OCAN data to identify tenant needs, assign caseloads, and balance workloads across the team.
• Lead crisis interventions when necessary, provide after-hours management support on a rotational basis, and conduct safety checks and debriefing with staff after serious incidents.
• Support tenant safety through fire prevention, hazard mitigation, and proactive public health measures.
• Oversee eviction processes for tenants in breach of the RTA, representing Neighbours at Landlord and Tenant Board hearings.
• Monitor legislative, funding, and regulatory changes to adapt strategies, manage risks, and maximize opportunities for tenants and the organization.

Leadership & Change Management

• Actively contribute as part of the support services leadership team, modeling integrity, transparency, and a commitment to service excellence.
• Develop and maintain a team culture built on open communication, innovation, accountability, and continuous learning.
• Provide consistent coaching, feedback, and motivation to direct reports, ensuring alignment with organizational goals and performance measures.

Partner Engagement

• Represent Neighbours at external committees, forums, and system-planning initiatives with professionalism and diplomacy.
• Build and sustain strong partnerships with police, service agencies, community centers, libraries, local businesses, and civic groups to expand tenant access to supports and strengthen civic participation.

Human Resources Management and Health and Safety

• Provide frontline HR support, including hiring, onboarding, supervision, coaching, attendance management, and progressive discipline in consultation with HR.
• Manage workload assignments, performance evaluations, and grievance resolution in accordance with policies, legislation, and the collective agreement.
• Model and inspire Neighbours' values of self-determination, equity, stewardship, and accountability.
• Ensure a safe workplace by fostering a culture of wellbeing and health and safety compliance, encouraging staff engagement, and monitoring adherence to safety protocols.

Finance Management

• Contribute to team and program budget development, ensuring responsible allocation of resources.
• Approve expenses, monitor supply purchases, and ensure compliance with funder guidelines.
• Review tenant ledgers to minimize arrears, follow up on outstanding balances, and recommend write-offs when appropriate.
• Track inventory, review expense reports, and ensure programs operate within budget.

Property Services Coordination

• Work closely with Property Services and Tenancy Services to ensure smooth unit turnover, lease signings, housing applications, income verification, and transfers.
• Ensure clear communication with tenants on maintenance, building conditions, security, and health/safety concerns.
• Oversee staff support for annual inspections, pest management, clutter reduction, and addressing high-risk unit conditions.
• Promote tenant education on fire safety, building systems, pest prevention, and security through ongoing training and workshops.
• Encourage staff to demonstrate a sense of "ownership" of assigned properties and strengthen collaboration with Property Services.

Information Analysis and Administration

• Audit program and tenant records, ensuring accuracy, compliance, and timely completion.
• Run reports from Treat, OCAN, and Yardi to evaluate service quality, identify trends, and monitor outcomes.
• Investigate and resolve tenant complaints promptly and fairly.
• Prepare reports for internal leadership and funders, develop proposals, and contribute to presentations when required.
• Coordinate funder and Board visits, ensuring all requirements are met and corrective actions implemented.
• Fill in for other managers during absences and participate actively in leadership and interdepartmental meetings.
• Keep senior management informed of emerging issues, risks, and opportunities.

Risk, Health and Safety Management

• Participate actively in health and safety processes, meetings, and training sessions.
• Promote a positive safety culture that prioritizes tenant and staff wellbeing, encourages reporting, and focuses on prevention.
• Conduct root-cause analyses of incidents, implement corrective measures, and ensure timely reporting to appropriate parties.
• Protect the wellbeing of staff and tenants by ensuring environments are safe, inclusive, and supportive.

COMPETENCES

• An undergraduate degree in Social Work, Social Services, or related fields.
• Minimum 5 years' experience in serving people who have experienced homelessness and/or precariously housed, mental health and/or addiction issues, and poverty.
• Minimum 3 years' experience in supervising employees, preferably in a unionized environment.
• Knowledgeable about the Collective Agreement and management rights.
• Excellent communication (listening, verbal, written, and presentation), interpersonal, problem solving, conflict resolution, crisis prevention/intervention, and analytical skills.
• Competent in leadership and managing people, including mentoring, coaching, performance management, team building, and training.
• Competent in project management, budgeting, expense control, understanding service data, and reporting.
• Competent in using client/tenant information management software including Treat and Yardi and client assessment tools including Ontario Common Assessment of Need (OCAN).
• Competent in monitoring and evaluating the effectiveness of the organization's services to residents, and making changes when necessary.
• Knowledgeable in community mental health, community development, social work, homelessness, addiction, poverty, diversity, and housing.
• Knowledge in Mental Health Recovery Approach, Harm Reduction principles, Residential Tenancies Act, Mental Health Act, Ontario Human Rights Code, Personal Health Information Protection Act, and the Accessibility for Ontarians with Disabilities Act.
• Knowledgeable in the Housing Services Act, the Ontario Fire and Building Codes, the Occupational Health and Safety Act, and life safety systems in buildings are assets.
• Ability to travel to housing sites and community service providers' facilities.
• Proficient with Microsoft Outlook, Word, PowerPoint, virtual meeting platforms, and online information searches.
• Knowledge in Rent-Geared-to-Income Rent Administration, Child and Family Services Act, Housing Services Act, Fire and Building Codes, Occupational Health and Safety Act, and supportive housing are assets.
• Available to work evenings and weekends.
• Ability to respond to after-hours calls to support and manage on-call Supportive Housing Workers on a rotational schedule.

Working Conditions

• Exposure to the elements, strong odours, sharp objects, bodily fluids, people in distress, household pests and smoking environments
• Regular hours of employment are 35 hours a week, Monday to Friday with work required outside regular work hours.
• The position is based at a Site Office or the Administration Office and is required to travel to other Neighbours' locations.

Special Requirements:

• As a condition of employment, a successful police record check is required.

Please apply with a cover letter and resume in one document at 

 on or by October 17, 2025.

Salary Range $78,000 - $83,000