Job Description

Toronto Seniors Housing Corporation (TSHC) provides subsidized rental housing in a state of good repair for approximately 15,000 low- and moderate-income seniors in 83 buildings across the city. Our mandate is to enable TSHC tenants to age at home in comfort and dignity with access to programs and services and with a voice in their community. With a focus on the unique needs of seniors, we are committed to being a leader in the delivery of quality, affordable housing for seniors. Our commitment includes engaging and collaborating with our tenants, our staff, and our partners towards providing excellent service for the well-being of tenants.

We are a values-based organization committed to respect, inclusion, accountability, and innovation. Do you enjoy working as part of a team with a passion for providing excellent service? If so, consider this opportunity with Toronto Seniors Housing Corporation where you can make a difference.

In addition to training and career opportunities, we offer a comprehensive compensation package including :

Health and dental benefits. Defined benefit pension plan. Three (3) weeks paid vacation, increasing with years of service. Four (4) personal days each year Employee & family assistance plan. Maternity and parental leave top-up benefit. Tuition reimbursement program. Fitness membership discount.

Toronto Seniors Housing Corporation (TSHC) is focused on ensuring access to services and integrated supports for seniors' tenants to realize successful tenancies and allow seniors to age in place. Reporting to the Regional Operations Manager, the Tenant Engagement and Services Supervisor will provide leadership, supervision, mentoring and coaching to TSHC staff within the region including the Seniors Services Coordinators, Tenant Service Administrators as well as Region Clerks. The position will be accountable for addressing and supporting the resolution of complex social tenancy management escalations and will also identify, establish and monitor community partnerships that improve tenant and community well-being as part of the Integrated Service Model. The position will lead a team to ensure effective tenancy management, access to social/health supports for tenants through partnerships with health and community agencies and tenant engagement activities.

Responsibilities

Provide leadership, supervision, mentoring and coaching to Seniors Service Coordinators, Tenant Services Administrators and Region Clerks on Seniors Housing policies, procedures, legislation, codes, systems, practices, and operational requirements with a strong commitment to improving the overall tenant experience.

Lead and supervise staff roles in their day to day job functions to ensure they are addressing the housing retention needs of vulnerable tenants within a tenancy management framework. In particular, leads staff team to address the needs of tenants with mental health or substance use issues, diminished capacity, physical or intellectual impairments, literacy or language barriers, a history of street homelessness, frail or isolated seniors. Coach and mentor to ensure policy, procedure and legislative compliance. Builds and supports a culture of tenant centric customer excellence. Lead regular team meetings and individual staff supervision meetings. Developing annual training plan to develop staff competencies. Identify and create performance plans. Monitors and manages the delivery of administrative services including arrears collection, vacancy management, rent subsidy administration, and eviction prevention management. Proactively manages emerging services issues and escalations that negatively impact Seniors Housing tenants, property, and/or the broader community. Owns the primary management role among tenants, acting as the first line of managerial support; fielding and responding to complex tenant issues, escalations and complaints; coordinate effective resolution, response actions and follow up on service failures to prevent future occurrences in collaboration with other divisional management teams Supports crisis response at the regional level and corporate level in collaboration with other divisional management teams. Leads process improvement initiatives to improve the quality, cost and tenant experience of community services through audit of service delivery (staff and community partners); identifies areas for change Acts as a representative and negotiator for tenants and Seniors Housing Unit in relevant forums with strategic service partners, city shareholders and external stakeholders in the broader community, to support and address complex tenancy management issues.
Conducts audits, monitoring and evaluation of policy and procedure compliance at the regional level.

Ensures compliance with applicable bylaws, standards and legislative requirements including but not limited to rent geared to income administration, residential tenancies act, Ontario human rights code, and housing services act. Demonstrates a value for improving the quality, cost, and customer experience of service through proactive management of performance. Liaises with other divisional management teams to coordinate delivery of their respective service functions. Example: tenant and community services for escalated support issues. Liaise with tenants through community meetings. Review tenant files to identify if the file meets City of Toronto & Seniors Housing standards. Participate in the creation and update policy, procedure, forms directly associated with the day to day work of the business unit. Be the subject matter expert on complex tenancy questions and issues.
Develops community partnership and oversees tenant engagement initiatives

Collaborates and works with other managers, supervisors, and staff to create service planning and partnership development plans for the region. Develops, monitors, and evaluates partnership agreements to ensure programs and services delivered address tenants' needs and interests, which are also in line with the corporate strategic priorities. Coordinates program rollout and develops ongoing evaluation of programs and services. Builds and leverages relationships with service providers, external agencies, partners and other stakeholders at a strategic and operational level to discuss and seek resolution to service breakdowns/service improvements and complex community issues. Oversees tenant engagement initiatives including tenant governance, community needs identification and program & funds delivery. Identifies community issues and priorities through consultations with tenant groups, councils, front line staff, agencies and partners.
Participates in strategic planning

Must have advanced problem solving skills and abilities to address and support tenants. Liaise and collaborate with community stakeholders to address complex support issues. Contribute and understand the divisional plans. Actively supports the implementation of strategic plan, and participate in the development of divisional plans, and lead change management activities relating to operational service delivery. Participate in the development of divisional plans to translate corporate objectives within the organizations strategic plan into business plans. Participate in cross-functional project teams in planning and implementation of strategic initiatives; occasionally taking ownership of project deliverables. Continuously communicate strategic direction to direct reports, to align ongoing operational service delivery management to corporate objectives.

Qualifications

3-5 years social housing experience 2 years in a supervisory position within a unionized environment Post-Secondary Education in social work, social services, human services or other relevant field or equivalent combination of education and experience. Experience with developing program/service evaluation framework is an asset Experience in a clinical, supportive housing, personal support, or community-based health setting is an asset. Ability to obtain certificate in RGI Administration Community development or relevant experience working with large groups, ability to identify community needs through facilitating meetings or working groups. Demonstrated experience in the coordination of support services, program delivery and community programs, preferably in a housing context. Demonstrated experience working in an organization serving a diverse and vulnerable populations (age, race, language, gender, sexual orientation, culture, etc.) Knowledge of adult education principles is an asset Knowledge of the principles and practices related to tenancy management including legal (Landlord and Tenant Board), Rent Geared to Income Administration. Knowledge of social housing legislation and guidelines, including Residential Tenancies Act, Housing Services Act, Occupational Health and Safety Act, Ontario Human Rights Code. Excellent written and verbal communication skills. Ability to resolve sensitive issues, with solid de-escalation, crisis intervention, negotiation, and case management skills. Experience with community partnership development, management and evaluation. Understanding of anti-oppression, human rights, equity and recovery frameworks and proven ability to work with a social determinants of health perspective. Understanding of the population Seniors Housing serves, including an ability to articulate and implement tenant centric services. Experience with conflict resolution, project management and change management.

What's next

Once you apply, we'll review your resume and cover letter to determine if your skills and experience match the qualifications for the role. Only qualified candidates will be contacted to move forward in the hiring process. If you are contacted, the process will include an interview, written/practical test, and reference check.

Job Types: Full-time, Permanent

Pay: $102,184.00-$122,624.00 per year

Benefits:

Company pension
Work Location: Hybrid remote in Toronto, ON M5B 1T2