Senior Tenant Services Representative

Municipal Corporation Newmarket Regional Municipality of York
Department: Community and Health Services Department
Branch: Housing Branch
Status: Temporary Full-Time
Length of Assignment: Approx. 12 months
Location: Newmarket / Ontario
Date Posted: August 20, 2020
Date Closing: September 02, 2020
Number Of Positions: 1


$37.42 to $40.67 per hour
This is an Addition to staff
Union position - CUPE Local 905 (York Region Unit)

Scheduled Hours


Scheduled Shifts

0830 1630

Position Purpose

Reporting to the Program Manager, Housing Programs, is responsible for providing guidance and oversight in the rent subsidy calculation process; approving RGI subsidy calculations; receiving and responding to escalated calls and political enquiries; conducting statistical analysis; providing client service to tenants and landlords and the general public; reviewing and preparing internal review files including obtaining additional information from rent supplement tenants and monitoring status; reviewing vacancy management and providing marketing updates and recommendations to maximize turnover efficiencies; providing guidance, training, mentoring, and coordinating, assigning, scheduling and checking the work of Tenant Service Coordinators and ensuring a safe working environment. AND/OR reconciling landlord payments; monitoring the rent supplement budget; producing standard reports; assisting landlords in the tenant placement process and problem solving tenant issues with landlords; preparing housing provider internal review files including obtaining additional information from tenants/members and recommending a decision; providing guidance, training, mentoring, and coordinating, assigning, scheduling and checking the work of Tenant Service Coordinators and ensuring a safe working environment

Major Responsibilities

•Assists the Supervisor/Manager with statistical analysis, report writing, development of quality control practices, communication strategies, service level and quality standards.
•Ensures the rent supplement program is in compliance with applicable legislation and regulations, operational policies and procedures and customer service standards.
•Oversees the rent subsidy calculation and implementation processes; approves RGI subsidy calculations; monitors for legislative compliance.
•Coordinates all tenants’ or members’ requests for internal review of decisions.
•Prepares internal review files, requests additional information or documents from tenants or members or housing providers, as required, and requests and returns tenant/member files or documents, as required.
•Prepares internal review report summarizing all relevant information to the internal review decision and recommends a decision.
•Provides guidance, training, mentoring and coordinates, assigns, schedules and checks the work of assigned staff.
•Provides input on performance reviews for staff and provides feedback to the Supervisor/Manager.
•Acts for the Supervisor/Manager in their absence, as directed.
•Receives and responds to escalated tenant/member calls; responds, as first point of contact, to landlord questions and concerns and provides feedback to the Supervisor/Manager; updates the Supervisor/Manager on any issues that could not be resolved and provides information for them to respond to political enquiries.
•References the York Region Guide to Rent Geared to Income Calculations manual, when required, and assists the Supervisor in ensuring that the manual is well-maintained and up to date.
•Assists the Supervisor/Manager in identifying, initiating and documenting process improvements.
•Prepares and monitors rent supplement budgets; develops and implements attrition plan for review by Supervisor in order to remain within the rent supplements’ fixed budget, as assigned.
•Prepares a variety of monthly statistical reports and captures information required for year-end reporting to Finance.
•Leads coordination of rent-up of rent supplement or RGI or market units in new buildings.
•Performs other duties, as assigned, in accordance with Branch and Department objectives.


•Successful completion of a Community College Diploma in Social Services, Business Administration or related field or approved equivalent combination of education and experience.
•Minimum five (5) years demonstrated experience delivering service to clients in a social services environment or in the social housing field.
•Knowledge of related housing and social programs and related legislation, program and policy guidelines.
•Leadership competencies including operating strategically, leveraging diversity and differences, customer focused, ensuring accountability, managing complex problems, financial management, employing interactive and effective communication, fostering collaborative relationships, cultivating engagement to drive vision and purpose, managing and developing talent, establishing and maintaining trust, displaying self-awareness, and demonstrating resiliency.
•Knowledge and demonstrated ability in corporate core competencies including customer focus, communication, collaboration and personal ownership.

How to Apply

Please apply online by September 2, 2020. We thank all candidates for their interest; however, only those selected for an interview will be contacted via email.

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