Supervisor, Tenant & Community Relations

The Role

Supervises the delivery of housing services and supports to the community and tenants of Waterloo Region Housing. This includes access to housing through the housing waitlist, delivery of housing subsidies, and the provision of housing through Waterloo Region Housing.  Supervises the development and implementation of policies for services delivered.  

Supervises tenant and community relations, tenant management, and tenant placement for Waterloo Region Housing (WRH) programs, ensuring clients are well supported in obtaining and maintaining tenancy in WRH owned units, co-ops, non-profits, or with private landlords. Acts as a liaison with community partners and agencies to support tenants and their tenancy. Supervises rent assistance programs for clients and landlords, including establishing and maintaining rental agreements with landlords, and financial/accounting processes. Collaborates with Facilities regarding property management/ operational maintenance, security, safety, and capital asset management in the interests of tenants and the community. 

Why Join Our Team! 
As a member of the Client Services Waterloo Region Housing management team, you will join a positive, creative, and supportive group dedicated to building inclusive, healthy, and safe communities across the Region of Waterloo. You will collaborate closely with the Housing Services leadership team and community partners. Our team is committed to working collaboratively, advancing equity, and navigating ongoing change through effective change management. 

Duties/Responsibilities

• Supervises Tenant Services Coordinators, Tenant & Community Relations Specialists, OW Caseworkers, Housing Access Coordinators, administrative staff, an Administrator of Funding & Contracts, and students. 
• Represents client services on special projects and committees related to tenancy management, relocations, finance, and purchasing; reviews and recommends changes to policy and procedures to enhance client services. Co-chairs Waterloo Region Advisory Committee. 
• Supervises the preparation and implementation of legal agreements with private landlords, community housing providers, and community agencies, per legislation and regional programs. Oversees initial rent and rent increases/reductions. Authorizes payment of subsidies under each agreement, approves and ensures monthly subsidy payments. Addresses serious contractual infractions, including initiating termination of contracts as required.  
• Supervises the intake, processing, eligibility, and maintenance of the housing waitlist, ensuring compliance with relevant legislation and local policies. Liaises with community agencies to facilitate referrals, provide information regarding available services/supports, and deliver presentations and training/education regarding waitlists, including terms/conditions and priority populations.
• Supervises administrative functions related to applications for housing, tenant placement, including rent calculations, offers, lease agreements and administration, and new/additional units. Ensures rent calculations and annual reviews are carried out per legislation, policies, procedures, and timeframes. 
• Administers policies and procedures related to rent charges, rent calculations, and placement criteria for housing programs, as determined by the Housing Service Manager. 
• Develops and supervises the administration of service agreements/contracts for supportive services for housing programs. Ensures terms and conditions are met, and implements corrective actions, as needed.  
• Supervises the development and implementation of strategic tenant management practices and plans to prevent evictions and support tenant quality of life, including integration with internal resources and partners (e.g., OW). Resolves escalated tenancy matters. 
• Supervises tenant engagement strategies, including tenant social enterprises and economic development programs. Reports on tenant and community advisory boards/councils, and other tenant led initiatives. Develops opportunities for private/public agreements, including service and use of space agreements. Meets with tenants, tenant groups, and community agencies to coordinate tenant services, as required. Provides overall support to tenants with the goal of stabilizing tenancies and maintaining housing. 
• Prepares reports for management, other departments, community groups, and agencies (e.g., trends, needs/demand surveys, turnover rates, vacant units, arrears). 
• Collaborates with Facilities to ensure building maintenance and safety standards are met; issues and contractual infractions are addressed; and compliance with service level agreements. Collaborates with Facilities regarding capital improvements, and maintenance priorities that impact overall tenant satisfaction.
• Develops schedules and protocols, and plans for and participates in after-hours service.
• Acts as a liaison and promotes tenant relations with tenants, tenant advisory councils and groups, neighbourhood associations, Police, Fire, elected officials, and social service agencies. Develops and implements tenant advisory groups. 

Additional Duties/Responsibilities

• Supervises investigation and resolution of tenancy matters (e.g., legislative violations, cultural conflicts, vandalism). Represents WRH in court/hearings, as required. Liaises with collection agencies as necessary to pursue former tenant account arrears. Discusses issues with Legal staff.
• Supervises rental programs to maximize revenue through leasing, annual reviews, rent arrears collection and reporting, calculations, adjustments, and evictions, per policies, procedures, and prescribed timeframes. Liaises with Finance regarding status on former tenant arrears and collection efforts. 
• Participates as a member of the Community Housing Review Committee; conducts housing eligibility reviews requested by community housing tenants and applicants. 
• Assists in resolving complex problems with applicants, clients, tenants, landlords, and community agencies.
• Ensures program records are maintained and accurate to facilitate effective financial reporting. Audits service standard levels, documentation, policies, procedures, and financials (e.g., tenant files, ledgers). Prepares/reviews monthly reports, and investigates and resolves discrepancies and errors.
• Represents and leads departmental commitment to integrated, client-centred service, which includes providing leadership coverage/presence to manage issues (e.g. security, health safety, building) at the Welcome Spaces, as needed. 
• Supervises and coordinates accounting and financial functions, including year-end write-off reports, accounts payable, and rent receivables. Prepares month-end financial and budget reports, with Finance. Recommends and prepares rent supplement budget with Finance. 
• Provides input for annual operating budget, revenue collections, and capital works budget. Oversees program budget; monitors monthly expenditures, in-year budget change processes, advises management of potential over or under expenditures. Recommends reallocation of funds (e.g., maintenance emergencies). Has signing authority and a purchasing card.
• Leads collaboration across community services (e.g. employment and income support, housing, welcome spaces, children’s services) on client escalations, as needed.
• Liaises with other Regional programs and staff to identify and address barriers and opportunities to streamline processes for clients.
• Provides input on housing initiatives created through new funding (e.g., alternative housing programs, Master Plan).
• Performs related duties as required.

Knowledge, Skills, and Abilities

• Knowledge of strategic tenant management supports and services, community engagement strategies, de-escalation tactics, and community relationships; program and contract administration; and financial management procedures normally acquired through a related degree (e.g., human services), plus progressively responsible related experience. 
• Knowledge and understanding of client-centred and client-driven approaches to human services.
• Understanding of the diverse needs and requirements of communities and individuals living in Waterloo Region to support healthy, vibrant communities. Understanding of housing as a social determinant of health.
• Knowledge of relevant industry standards in the provision of housing (e.g., housing first, coordinated access, acuity needs based). Knowledge of community agencies and supports.
• Knowledge of and ability to comply with policies, procedures, provincial and federal legislation (e.g., housing services, residential tenancies, privacy), and collective agreements.
• Analytical, problem solving, organizational, and continuous improvement skills to plan and develop objectives; organize and coordinate work of supervised staff; develop staff work plans; resolve complex applicant/client/tenant/landlord issues; review applicant eligibility issues; and work under tight timelines.
• Ability to collaborate with leadership and staff across the department on integrated client services, program delivery, planning, projects and initiatives. 
• Leadership, human relations, and communication skills to supervise, train, develop, motivate, and support staff; resolve tenant issues; maintain positive relationships with landlords and community agencies; resolve conflicts related to administering legal contracts/obligations; communicate complex and politically sensitive housing policies, programs, and initiatives to management, staff, agencies, and the public; respond to inquiries from clients, landlords, community agencies, the public, applicants, elected officials, other housing providers; and participate as an effective team member.
• Ability to read and interpret correspondence, reports, policies, studies, proposals, legislation, by-laws, agreements, and related materials. Ability to write reports, correspondence, technical specifications, project management schedules, scopes of work, procedures; and maintain financial and legal records/contracts for assisted and affordable housing programs.
• Computer skills with ability to use software such as Microsoft Office, housing waitlists, financial and tenant management software, and relevant provincial and federal reporting portals.
• Ability to participate in an official standby/on-call rotation to respond to legislated or time sensitive demands beyond regularly scheduled work hours.
• Must provide an acceptable police check for bondability. 
• Ability to travel within (and occasionally outside) Waterloo Region.
• Ability to implement and monitor compliance with the departmental vision and philosophy for integrated customer service delivery within the division, across divisions, across departments, and within the broader community.
• Ability to support and demonstrate the Region’s values.