Resident Services Coordinator

Join Onward: Transforming Lives through Affordable Housing and Community Engagement

At Onward, we stand for more than just housing; we represent affordability, community, and the fostering of personal growth. Our commitment to creating affordable homes and empowering individuals to thrive is what drives us. With over five decades of history, Onward stands as a leading not-for-profit dedicated to affordable housing in Calgary.

Our Mission:  Onward focuses on creating, renovating, and expertly managing properties to provide homes for over 3,000 residents, predominantly with lower incomes. We work closely with over 50 social service agencies to introduce residents who require support. Our buildings, spread across the city, cater to individuals, families, seniors, Indigenous persons, newcomers to Canada, and others who benefit from personalized agency support for various needs, including mental health, addictions, and mobility challenges.

Our People, Our Strength: To fulfill our mission, we rely on an exceptional team of dedicated employees. We seek team members who value results, leadership, and inclusive practices, believing in the power of collaboration and demonstrating courage where needed.

If you resonate with our vision and share our values, we invite you to join us on our mission to make a meaningful difference in people's lives.

What we need from this role

The Resident Services Coordinator is tasked with maintaining positive resident relations through exceptional customer service, resolving resident concerns, and fostering positive relationships with support agencies. Additionally, this role plays a key part in minimizing vacancies by ensuring timely leasing of vacant units and collaborating with Area Manager, Resident Services to develop and implement lease-up strategies for new properties.

Responsibilities include:

Customer Service - Resident and Partner Liaison:

• Providing positive and effective communication with residents, partner agencies, staff, and external stakeholders.
• Serving as the primary point of contact for residents and partner agencies for various tenancy matters and encouraging resolutions before escalation.

Resident Activities:

• Processing all lease applications and providing recommendations for approval.
• Handling the preparation and processing of move-in and move-out packages.
• Conducting showings, move-in, and move-out inspections.
• Maintaining a rent collection rate that meets or exceeds performance targets.

Administrative:

• Creating, updating, and maintaining various reports related to residents, agencies, arrears, vacancies, and other relevant information.

What you bring

To be successful in this role, you will need to have the following:

• A clear criminal background check/vulnerable sector check
• A valid driver's license and a reliable vehicle
• A high school diploma or the equivalent
• Solid MS Office suite skills
• Strong communication and teamwork skills, as well as great attention to detail
• Minimum 2 years experience in a progressively responsible customer service / administrative role with an emphasis on front-line customer service
• Display respect for diverse cultures
• Possess skills required to handle difficult situations effectively in response to a variety of concerns and requests for customer service
• Must be organized and have a high level of accuracy
• Must be able to work independently with minimal supervision
• Sound knowledge of the Residential Tenancies Act. 

You will have an advantage over other candidates if you also have:

• Direct experience working with vulnerable populations
• Experience working with a not-for-profit (bonus points if it was a housing organization)
• Yardi software skills

Working environment, conditions and physical demands

The position entails moderate physical activity such as property visits, alongside computer and desk work. The work environment may occasionally be stressful due to handling sensitive situations, managing competing priorities, and meeting tight deadlines. Hours are typically 37.5 per week but may vary based on circumstances, occasionally requiring after-hours and weekend work.

Compensation

• A competitive salary
• Potential performance bonus: Up to 5%
• Initial vacation entitlement of three weeks
• Comprehensive benefits package including a health spending account
• RRSP featuring an automatic 5% contribution from Onward and an additional 2% contribution with a matching component
• Five flex days per year
• A dynamic and supportive work environment where your actions make a real impact in the community
• A competitive salary

Our Commitment

Our commitment to diversity, equity, and inclusion ensures equal opportunities for all applicants; we encourage individuals from all backgrounds to apply.

Thank you for your interest in Onward

Join us to make a significant impact in Calgary's community and housing sector Follow us on LinkedIn, Facebook, and Twitter to discover more about our ongoing work and plans for the future.