Tenant & Community Relations Specialist (Housing)

The Role

Leads and provides strategic tenant management, tenant relations, and lease enforcement for Waterloo Region Housing. Follows up to ensure resolution of tenant and community issues to prevent tenant evictions and assist with improving tenant quality of life. Develops and maintains cooperative working relationships between community agencies, staff, private landlords (as part of assisted and affordable housing programs), and tenants. Facilitates community and tenant development initiatives and opportunities, and encourages community members to engage in positive community relationships. Works on project teams for building redevelopment/revitalization projects, and coordinates related activities for tenants.

Duties/Responsibilities

• Acts as a resource for tenants, community agencies, and staff. Provides guidance to tenant service coordinators, facilities staff, and student placements regarding housing and tenancy policies, roles/responsibilities, and tenant relations.
• Leads and facilitates individual plans for tenants at risk of eviction and requiring additional supports (e.g., life-skills training, counselling, health care). Liaises with community agencies, private landlords (as part of assisted and affordable housing programs), and health care professionals to develop and negotiate plans, and advocate for tenants. Assists tenants with accessing community and government supports/resources, as appropriate. Facilitates tenants transitioning out of independent living (e.g., long-term/hospice care, supportive housing, extended care programs).
• Leads tenancy matters related to lease agreements (including but not limited to) complaints and disputes between tenants, and provides mediation, referral services, and crisis intervention to same as needed/by request (e.g., cultural, domestic, mental health). Supports tenants exhibiting anti-social, disruptive, and inappropriate behaviours in violation of tenancy legislation and consults with supervisor, as required. Monitors to ensure tenants follow through on agreed activities and mediated agreements to maintain tenancy. Provides summary reports to management.
• Provides leadership, guidance, support, and expertise for community development initiatives. Researches topics relevant to communities. Plans, coordinates, and facilitates community development events and workshops, and provides resources to foster community capacity building. Prepares funding proposals for tenant associations, community centres, and activities, and coordinates/supports implementation. Assists tenants to organize special events and newsletters. 
• Maintains the master key system (e.g., door/lock replacements, emergency lockouts, lost keys). 
• Oversees key-holders, including training, communicating legislative requirements, and managing conflicts between key-holders and tenants.
• Assists tenants to complete forms, surveys, and other documentation. Informs and assists tenants and their families regarding policies, procedures, and legislation. Provides guidance to tenant service coordinators regarding rent payments, adjustments, and placement issues. Works to resolve persistent arrears issues. Investigates lease infractions and takes legal action as required. Prepares and serves notices to vacate and landlord and tenant board applications, procures service of Commissioner of Oaths and Sheriff’s Office, and represents the Region at hearings and court. Informs and consults with supervisor regarding legal proceedings. Works with Legal for landlord and tenant board issues and legal matters.

Additional Duties/Responsibilities

• Works on project teams consisting of facilities staff, planners, contractors, and consultants regarding planning and implementation of building revitalization/redevelopment projects. Provides advice and recommendations related to tenant and community-centred considerations. 
• Leads/facilitates community engagement strategies to obtain tenant feedback on preliminary site and building designs/changes.
• Coordinates tenant relocations (including emergency relocations) and move-ins where required. Provides ongoing communications to tenants regarding projects. Addresses tenant concerns before, during, and after projects are completed.
• Facilitates and coordinates activities/initiatives to support the 10-Year housing and homelessness plan and housing master plan. 
• Develops and implements strategies to educate and encourage community and individual behavioural changes to improve healthy community living and lifestyles. Develops and provides workshops for tenants, community agencies, and students.
• Participates and represents the Division in meetings with agencies and community groups to respond to inquiries, develop cooperative relationships, advocate for tenant groups, and promote programs and services. Liaises and consults with community agencies and other staff as it relates to community projects, tenant needs, and community development to contribute to community capacity building and support tenant health and well-being.
• Reports building deficiencies to maintenance staff. Liaises with facilities staff regarding deficiencies reported by tenants, private market neighbours, and support agencies.
• Assists community agencies to prepare supporting documentation for grant proposals. Has a p-card to purchase food for events, cleaning supplies/products, and provisions for emergency situations.
• Performs related duties as assigned.

Knowledge, Skills, and Abilities

• Knowledge and skill normally acquired through a 2-year community college diploma or university degree in a related field (e.g., social work, social services, mental health and addictions), plus 3 years of related experience.
• Knowledge of strategic tenant management, tenant relations, and lease enforcement; community development, community engagement; alternative dispute resolution, mediation; and social and behavioral sciences. 
• Knowledge of and ability to comply with policies, procedures, related legislation (e.g., residential tenancy, housing services, health and safety, technical safety standards, privacy, child welfare, building code and fire code), and local by-laws. 
• Ability to respond appropriately to crisis situations that arise during site/home visits, per protocols, and provide low barrier service to tenants.
• Ability to work independently with minimal onsite supervision.
• Time management, organizational, analytical, and problem solving skills to prioritize and plan work; research, plan, develop, and deliver community development activities; and identify obstacles, opportunities, and generate workable solutions to resolve tenancy and community issues.
• Ability to research and compile information regarding tenant needs and social issues to develop and implement strategies to educate tenants and encourage community and individual behaviour changes.
• Leadership, communication, and human relations skills to respond to inquiries, issues, complaints, and concerns from tenants, and staff; mediate, de-escalate, and resolve disputes between tenants, often involving sensitive/controversial (and sometimes cultural) issues; negotiate repayment schedules; exchange information with tenants, elected officials, and community stakeholders; conduct presentations; exchange information with other staff regarding tenancy management; advocate on behalf of tenants for services (facilities, supports); foster client-centred service; support private landlords; and participate as an effective team member. 
• Ability to write/complete reports, recommendations, case notes, letters, forms, and applications. Ability to read and understand information from a variety of sources.
• Computer skills with ability to use software such as Microsoft Office, and waitlist and financial systems.  
• Ability to flex/alter hours to attend evening tenant/community meetings; and may be requested to work weekend hours for same. 
• Ability to participate in a 24/7 (one week at a time) stand-by/on-call rotation for emergency after-hours calls. 
• Must provide an acceptable vulnerable sector police check.
• Ability to travel within Waterloo Region.
• Ability to support and demonstrate the Region’s values.