Job Description

Contribute to the City of Hamilton, one of Canada's largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

Job ID #31236: Tenant Services Coordinator (8 vacancies)

Union:

CUPE 5167

Job Descript

ion ID #:

Close date:

Interested applicants please submit your application online at

www.hamilton.ca/city-council/jobs-city

by 4:00 p.m. on July 23rd, 2025

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Internal applicants should apply with your work e-mail address

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External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.




Reporting to a Supervisor, Tenant Services, the Tenant Services Coordinator (TSC) is responsible for providing a high-quality tenant experience through the provision of tenant services and supports.





The TSC is the primary point of contact for tenants throughout their tenancy and is focused on building relationships with tenants to ensure they have access to the services and supports they need to thrive. The TSC supports the tenant from the point of initial tenancy (lease signing and acclimating them to the community and available resources) and throughout by understanding the tenant's needs and vulnerabilities. The TSC provides direct support and assistance, manages difficult tenant issues with appropriate sensitivities and tact. Responsible to coordinate access and referrals to appropriate internal staff or third-party supports when needed.

GENERAL DUTIES

Provides tenant support and manages individual tenant cases. Provides conflict resolution or mediation, develops personal safety plans with the Community Safety Liaison (CSL).





Conducts tenant needs assessments, referrals to internal resources, community programs or services and other interventions as required.





Responsible for tenant complaint resolution within their portfolio as per CHH's Complaints Policy. Follows up on tenant complaints and incidents of anti-social behavior. Meets with households and refers to Community Wellbeing team and/or escalations for legal action. Actions charge backs to tenants when tenant damage has occurred.





Proactively identify tenants in need of supports or additional resources and makes initial referrals to available resources, including local health agencies, food security, counselling, home care, etc.





Identifies tenants in need of more intensive or time-dedicated supports for referral to the Intensive Case Workers or community resources. Follows up with community organizations as required, e.g. CAS, hospitals.





Leads in coordinating responses to tenant inquiries and/or responds promptly and collaboratively to assist with the resolution of tenant issues escalated to leadership. Responds to parking complaints in coordination with Building Service Coordinator.





Organizes and participates in regular internal integrated meetings to ensure tenants' issues are being identified, addressed, and resolved across all teams in CHH.





Ensures tenants are aware of their rights to review certain processes and the legal resources available to them through community legal clinics for Landlord Tenant Board (LTB) matters.





In coordination with Building Services Coordinator, responds to By-Law Violations including trespasses, and serious incidents by calling emergency services as necessary.





Works on-site with office hours, conducts home visits and annual unit inspections.





Supports the tenant through the lease signing or transfer process and provides orientation to the community, organizational structure and supports available to the tenants.





Assists tenants with coordination of move-in with Building Services Coordinator.





Supports tenants with requests for unit modifications or transfer requests.





Creates and delivers tenant communications including letters and notices.





Works with Tenant Administration Representative to identify and follow up with households who have rental arrears following approved eviction prevention policies. Responsible for collecting arrears.





Works with tenants to negotiate and sign repayment agreements in accordance with policies and/or facilitates application for funding opportunities to address arrears.





Maintains accurate tenant files and logs/records all actions taken in applicable systems (Northgate, Asset Planner, etc.) Prepares monthly reports and control sheets.





Ensures strict confidentiality of all information received. Ensures all information is accurate and up to date.





Deals with family and follows up with Power of Attorney or Next of Kin as required upon death of a tenant. Ensures file is closed.





Assists Community Wellbeing team, as needed, in supporting tenant or community engagement events and activities.





Works with Paralegals to inform legal notices and legal escalations to LTB.





Authorizes and attends evictions for arrears and social incidents. Provides community information to departing tenants. Attends Landlord and Tenant Tribunal as required.





Works in accordance with the provisions of applicable health and safety legislation and all City of Hamilton corporate and departmental policies and procedures related to occupational health and safety.





Performs other duties as assigned which are directly related to the major responsibilities of the job.

QUALIFICATIONS

Demonstrated knowledge of social services, human services or other related field normally obtained through a two-year Community College Diploma or a Degree in Social Service Worker, Social Work or related discipline with experience working in the social housing sector, working specifically with diverse and vulnerable populations. Certified Property Management or AIHM is considered an asset.

Strong sense of teamwork and collaboration, with a proven ability to facilitate, coordinate, refer, and liaise with internal and external stakeholders.

Significant experience with tenancy management, support and needs assessments.

Ability to recognize situations that require interventions including mental health issues, substance use, unit conditions, etc.

Highly developed organizational skills with excellent time management, prioritization skills and ability to multi-task.

Solid de-escalation and crisis intervention skills. Proven conflict management, resolution, and negotiation skills.

Proven organizational and administrative skills. Ability to prioritize and manage high volume of work with minimum supervision.

Excellent writing skills with ability to synthesize information into clear and concise reports and summaries.

Awareness of Diversity, Equity and Inclusion principles and practices and experience working with a social determinants of health perspective.

Awareness of available housing, health and social services.

Knowledge of housing legislation, Landlord and Tenant Board, human rights code, and the mental health act.

Strong customer service and communication skills, both written and verbal.

Proficient in using computer applications, including property management applications, case management software.

Reliable transportation required on the job.

THE INCUMBENT SHALL COMPLY WITH ALL HEALTH AND SAFETY POLICIES AND PRACTICES FOR THIS POSITION AND THE WORKPLACE.

Disclaimer:

Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.

Terms:

The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.