Job Description

The Tenant Relations Officer is responsible for ongoing relationships between the Local Housing Organization, (LHO) tenants and the general public, including rental assessment, management of the tenancy agreement, and explanation of Nunavut Housing Corporation and Housing Association/Authority procedures and programs.

The Tenant Relations Officer (TRO) is to work with tenants to provide guidance, support, and to assist in developing the necessary skills and access resources to increase the tenants' capacity to be successful and satisfied in living, working and learning about proper unit care and maintenance as well as the duties of a public housing tenant to remain "in good standing" with the LHO. The TRO provides these services directly or facilitates and co-ordinates tenants' access to services available from the LHO. The TRO focuses on strengths and capacities of individual tenants receiving these supports services under the purview of the LHO.

SCOPE

Reporting to the Housing Manager, the Tenant Relations Officer performs the following functions:

1. Ensures that tenants are fully aware of their responsibilities and rights, accepts housing applications and coordinates housing needs information.

2. Acts as the Housing Association's/Authority's Public Relations Officer.

3. Collects delinquent rental and tenant damage accounts.

4. Performs other duties.

Tenant Relations and Support:

- Work with families and individuals, as a member of a local housing team, to promote a supportive community environment.

- Engage tenants in household management and problem solving to develop tenancy skills;

- Provide assistance to tenants experiencing pest management problems and/or hoarding issues by engaging the tenants in problem solving discussions and offering support.

- Advise tenants on options and expectations concerning conflict resolution, breaches of tenancy agreements, and other tenancy-related issues.

- Properly follow point rating procedures to ensure fair and unbiased placement onto the waiting is achieved for all applicants in the highest areas of need. This included routinely maintaining and monitoring applications.

- Mediate disputes among tenants, with a view to helping tenants learn to problem-solve such disputes more independently;

- Inspire and assist tenants to take the next step to achieve their individual goals;

- Assist the tenants in developing and using individualized wellness plans which may involve: financial related concerns/budgeting, mediating social conflict, assisting individuals with problem solving, encouraging unit cleanliness practices;

- Advise tenants on provincial and federal income and employment programs, Local Housing policies as well as NHC policies and directives, and available support services;

- Work with other service providers to facilitate specific services to individual tenants and buildings;

- Establish a positive working relationship with external agencies and other resources within the community;

- Work with the local housing team to develop exit strategies for tenants that will no longer be housed with the local housing. This will involve assisting in coordination of problem-solving initiatives and making referrals to external organizations but in most circumstances will exclude attending the Residential Tenancy hearings;

- Facilitate meetings with Housing employees and/or external organizations to look for possible solutions, with the objective of maintaining successful tenancies;

- Participate in meetings with Health Services staff about tenant needs and required supports, including meetings that adjust the tenant support level component of the profile; and

- Preserve a high degree of professionalism in tenant relations, particularly with regard to confidentiality and the privacy and respect owed to individuals and families residing in public housing or applying to become a tenant.

Information/Issues Management

- Document substantive interactions with tenants as required for referral purposes and continuity of service delivery;

- Assist the Housing team in anticipating and preventing potential problems including dangerous situations;

- Identify requirements and/or adjustments to Housing policies, programs and procedures as related to their job duties; and

- Participate and provide input to proposed Housing policies, programs and courses of action.

General

- Work to problem-solve property management issues;

- Participate in co-coordinating activities with and for tenants in conjunction with community development staff and community agencies;

- Participate in regular multidisciplinary team meetings;

- Collaborate with other Housing staff when addressing issues related to tenants or the community;

- Work with students and provide guidance and information to them when the need arises; and

- Participate in training, seminars and administrative meetings as required.

Perform other related duties, which do not affect the nature and scope of the position.

KNOWLEDGE, SKILLS AND ABILITIES

Post secondary education in administration

Property management experience

Computer training and experience

Core Competencies:

- Personal Effectiveness

- Communication

- Results Oriented

- Teamwork

- Service Oriented

Ability to apply a high degree of discretion in establishing supportive, trusting relationships with tenants while respecting the role and obligations of property management staff according to the Residential Tenancy Act;

- A basic understanding of Housing and social housing programs, and their role in the social system;

- Knowledge of current social issues such as poverty, homelessness, mental illness, addictions, domestic violence, child protection, et cetera.

- Awareness of Cultural Diversity;

- Demonstrated ability to build relationships with internal and external clients;

- Demonstrated skills in crisis intervention, mediation and conflict resolution;

- Demonstrated ability to assist groups to develop and co-ordinate community activities and programs;

- Demonstrated ability to build and maintain professional, confidential relationships with multi-barriered people;

- Strong analytical and problem solving skills;

- Knowledge of community resources and methods of access;

- Proven ability to work effectively across organizational departments and in a team and partnership context;

- Knowledge of the Residential Tenancy Act and applicable Health and Safety regulations;

- Excellent oral and written communication skills;

- Strong time management skills; and

- Proficiency in basic computer skills and software such as Microsoft Office.

Job Types: Full-time, Permanent

Pay: $40.30-$45.58 per hour

Expected hours: 37.5 per week

Benefits:

Dental care Extended health care Life insurance On-site parking Paid time off RRSP match
Experience:

admin: 1 year (required)
Language:

Inuktitut (required)
Location:

Iqaluit, NU (required)
Work Location: In person