Client Services Lead

at  County of Huron

POSITION SUMMARY:

The Client Services Lead is responsible for landlord and tenant relations with a diverse group of clients in 415 rent-geared-to-income households in the Huron County Housing Corporation and 55 affordable housing program households.
The position establishes an ongoing tenant relations process, performing a variety of functions for the efficient day to day operation of the local housing corporation and affordable housing projects, and supporting the development of policies and training processes to meet the requirements of the provincial legislation for housing services.
The position oversees all interaction with the Landlord and Tenant Board involving the eviction process, mediation, and documentation of all legal actions.
Assists the Housing Services Supervisor in the creation, delivery and monitoring of housing programs.

QUALIFICATIONS AND EDUCATION REQUIREMENTS:

• Minimum 2-year community college Social Service Diploma or related field
• Minimum 2 years of direct experience in residential property management related to Social Housing

PREFERRED SKILLS:

• Member of the Institute of Housing Management or other equivalent property management association.
• Excellent knowledge of Housing Services Act and Residential Tenancies Act
• Excellent oral/written communication, interpersonal, time management and organizational skills; high level of multi-tasking
• Ability to deal tactfully with tenants, support agencies and the general public.
• Valid license and ability to provide own transportation.

DON’T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women are less likely to apply for jobs unless they meet every single qualification. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may just be the right candidate for this or other roles. At the County of Huron, we are dedicated to building a diverse, inclusive, and authentic workplace.

Tenant Relations:

• Works to resolve issues with tenants who are not adhering to their obligations relative to their lease agreement, the Residential Tenancies Act and the Housing Services Act.
• Coordinates meetings to resolve tenant issues and invites the attendance of various support agencies as appropriate.
• Provides referrals for tenants to appropriate social service agencies such as the Canadian Mental Health Association, Community Living, One Care, and the Ontario Health Team.
• Referrals to the Housing Stability Worker for intensive case management.
• Works closely with members of the public to resolve complaints concerning housing units that are in close proximity to their homes.
• Ongoing support to tenants to try to prevent eviction by monitoring arrears, housekeeping, hoarding, and social issues.
• Coordinates and chairs tenant meetings for the Huron County Housing Corporation and develops quarterly newsletters for distribution.
• Establish partnerships with other social agencies and act as liaison for Huron County Housing Corporation and participates in community committee groups and meetings.

Compliance/Legislation:

• Ensures tenants are aware of their rights and obligations by meeting with them to explain the lease agreement they are signing with Housing Services and to provide them with an overview of the various acts that impact their tenancy.
• Responsible for the collection of rental revenue from the rent-geared-to-income households, and the affordable housing households and maintaining a division goal of no more than 2% arrears on a monthly basis.
• Responsible for the collection of former tenant arrears and negotiating repayment plans.
• Responds to complaints regarding breaches of the various Acts by tenants and as follow up to residential inspections.

Landlord & Tenant Board:

• Completes appropriate eviction forms (non-payment of rent, impaired safety, reasonable enjoyment, persistent late, illegal act etc.) and takes the necessary legal action to terminate tenancies for cause.
• Conflict resolution through negotiation of mediated agreements.
• Provides representation for the Housing Services Division at Landlord and Tenant Board hearings relative to termination, including presenting case in accordance with legislation.
• Coordinates eviction process with the Landlord and Tenant Board, through Sheriff enforcement.

Administration:

• Approve and authorize the preparation and completion of tenant income reviews, rent calculations, rent adjustments and leases.
• Makes decisions regarding the termination of rent-geared-to-income subsidies in accordance with the Housing Services Act.
• Make decisions regarding requests for internal transfers in accordance with local policy.
• Team member for County of Huron Review Committee to review appeals from tenants living in non-profit and co-operative housing programs.
• Yardi Voyageur property management software backup support.
• Primary point of contact for the 10 Building Contact positions, including identifying and implementing training processes.

Policy Development and Training:

• Assists with drafting Housing Services policies for family units and apartments on an ongoing basis to meet local needs.
• Assists with drafting policies in accordance with changes and requirements of the Housing Services Act and the Residential Tenancies Act.
• Assist with the implementation of regulation changes.
• Assist Supervisor and Manager, Housing Services in development of workshops for staff and provider groups.