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. 

Meets with people where they are at and builds rapport and trust with individuals in order to support them in having successful tenancies and avoiding eviction. Provides direct assistance/support, coordinates required resources, advocacy, and appropriate community linkages to tenants accessing other services. 

Duties/Responsibilities

• Maintains a caseload of tenants. Works independently and as part of a team to provide welcoming, safe, and trusting homes for tenants. Protects and promotes the welfare, dignity, and individual rights of tenants at all times.  
• 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.
• Works with and provides support to rent supplement tenants who are at risk of eviction with private landlords. Refers tenants to internal and external supports (e.g., Ontario Works, health and social service agencies, crisis centres, legal aid).
• Contacts third parties to make referrals, advocate, and access services for clients. Collaborates with and works alongside staff from community partners and other support services who are involved in supporting the tenant in a collaborative approach to service. Also works with specialized agencies who support supportive housing programs that are focused on tenants with concurrent disorders, complex mental health or addiction issues. 
• Provides emergency management support to sites due to emergency situations (e.g., weather events, pandemics, building system failures), including as part of a rotation with other staff to ensure timely response to events impacting tenants (during regular working hours and as part of a weekend on-call/standby rotation).
• Leads and facilitates individual plans for tenants at risk of eviction and requiring additional supports (e.g., life-skills training, counselling, health care). Empowers tenants coming from chronic homelessness to have successful tenancies and become part of the community. 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 as needed/by request (e.g., cultural, domestic, mental health). Supports tenants who have acute/chronic addiction, mental health and/or concurrent issues as well as those exhibiting anti-social, disruptive, and inappropriate behaviours in violation of tenancy legislation and consults with management, community agencies, police, social work, as required. Develops, implements and monitors individual plans to ensure tenants follow through on agreed activities and mediated agreements to maintain tenancy. Evaluates tenants’ arrears progress on individual plans on a regular basis and adjusts plans as necessary. 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. 
• Works with tenant communities to develop and maintain tenant council advisory committees (e.g., administrative support, advisement, hosting/chairing meetings, providing updates on raised issues). 
• Conducts tenant wellness inspections with support organizations. Works with police to complete tenant wellbeing checks and coordinates related actions as required. 

Additional Duties/Responsibilities

• Maintains timely, detailed, accurate records in electronic client management system, including digital copies of letters and legal Orders. Prepares information/evidence for cases with the Landlord and Tenant Board; consults with Legal staff and completes required paperwork.
• 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, mediations, and court. Informs and consults with supervisor regarding legal proceedings. 
• 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 and impacts. 
• 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 strategic plans (e.g., 10-Year housing and homelessness plan and housing, strategic corporate plan, WRH redevelopment 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. Works with community partners to host presentations for tenants.  
• 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 wellbeing.
• Reports building deficiencies to maintenance staff. Liaises with facilities staff regarding deficiencies reported by tenants, private market neighbours, municipalities, regional and city councilors, and support agencies; and follows up on maintenance escalations. Coordinates with facilities maintenance staff, contractors, and tenants to ensure resolution and related activities (e.g., inspections). 
• Maintains the master key system (e.g., door/lock replacements, emergency lockouts, lost keys). 
• Provides training and support to key-holders, including legislative requirements.   
• Organizes and conducts unit viewings. 
• Assists community agencies to prepare supporting documentation for grant proposals. Has a p-card to purchase food for events, cleaning supplies/products, tenant relocations, and provisions for emergency situations.
• Performs related duties as assigned.
   

Knowledge, Skills, and Abilities

• Knowledge and skills are 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.
• Ability to work with tenants who live with multiple challenges related to marginalization, mental illness, substance use, complex health challenges, sex work, poverty, lived homelessness, and trauma, with an understanding of the impact on tenants’ lives and behaviours.
• Understanding of mental health and addictions, including substance use, substance withdrawal and harm reduction.
• 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. 
• Knowledge of community resources, service and support programs, and barriers tenants face in accessing them.
• Ability to respond appropriately to crisis situations that arise during site/home visits, per protocols.
• Ability to apply an equity lens/approach when working with tenants to address barriers in communication/understanding, participation, 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. Ability to engage in difficult conversations with tenants regarding behaviour and social issues. 
• Leadership, communication, human relations skills, public speaking and group facilitation 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. 

Additional Knowledge, Skills, and Abilities

• Ability to collaborate and maintain effective working relationships with community agency staff and hard-to-engage tenants and develop relationships of trust; establish and maintain effective working relationships with co-workers, community partners, and other service providers; and provide support and work effectively with people with various abilities, life situations, and cultural backgrounds. 
• Ability to write/complete reports, recommendations, case notes, letters, forms, and applications, including key events used for legal proceedings. Ability to read and understand information from a variety of sources. Ability to communication information to tenants clearly and in plain language.  
• Ability to exercise confidentiality, political sensitivity, and judgment. 
• Computer skills with ability to use software such as Microsoft Office, tenant management, 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.