Ontario Municipal Social Services Association

Housing Services Clerk – Centralized Waiting List (County of Wellington)

THE CORPORATION OF THE, County of Wellington, Social Services Department, Housing Services Division

Housing Services Clerk – Centralized Waiting List

This position reports to the Applicant Services Manager and is responsible for supporting the delivery of client services, which includes accounts receivable, reception, maintenance services and application services for the Housing Services Division. This position also supports the subsidized housing application, wait list process, and provides support to applicants and community partners.

The minimum qualifications for this position include:

High school graduation, plus additional programme of over six months and up to one year in business administration, accounting or related field.
Over six months related experience in business administration, accounting functions and human services.
Accounting skills required, with demonstrated ability for accounts receivable including pre-authorized payments, debit and money orders.
Knowledge of the Housing Services Act and Regulations, Residential Tenancies Act and other related legislation.
Ability to apply established methods or procedures, such as referring to legislation, manuals, policies and procedures.

Excellent customer service skills and the ability to work with a diverse client group in a professional manner.

Strong organizational skills with the ability to maintain accurate records.
Well-developed written and verbal communication skills.
Ability to maintain confidentiality.
Working knowledge of Microsoft Office and database software.

Knowledge of residential maintenance and community agencies would be an asset.
All new or rehired employees must provide proof of full vaccination against COVID-19 and agreement of the County of Wellington vaccination requirement, prior to commencing employment.

This position offers a comprehensive benefit package and a salary range of: $48,958.00 to $57,075.20 (2022 Union Compensation Grid), based on a 35 hour work week.

Applicants are invited to submit a cover letter and resume, clearly marked Posting #013-22 by Friday, January 28 at 4:00 pm.

ATTENTION: HR DEPARTMENT, County of Wellington Administration Centre, 74 Woolwich Street, Guelph ON N1H 3T9. E: careers@wellington.ca or F: 519.837.8882. Please respond by one method of application only. No phone calls please. Personal information in relation to the recruitment and hiring process is collected under the authority outlined in the Municipal Freedom of Information and Protection of Privacy Act.

The County is an equal opportunity employer. Accommodation for disabilities is available for all parts of the recruitment process. Applicants must make their needs known in advance.

COUNTY OF WELLINGTON
POSITION DESCRIPTION

BASIC FUNCTION:

PRINCIPAL RESPONSIBILITIES:

Under the guidance of the Applicant Services Manager, the Housing Services Clerk -Centralized Waiting List has the following responsibilities:

Greet and deal with clients and potential clients, both in person and on the telephone.
Respond to a high volume of telephone calls, voice messages, and emails on a daily basis.
Provide general guidance and information to applicants and community partners regarding the subsidized housing application process and navigating the online applicant portal.
Operate the switchboard and channel in-coming calls/messages to the appropriate person.
Operate the paging system.
Address outgoing mail and sort incoming mail, including courier services.
Maintain phone directories.
Answer and direct general inquiries to the appropriate personnel.
Photocopy, fax and prepare correspondence/data entry into various databases.
Update the telephone messaging system to advise clients of holidays and changes in business hours.
Monitor the upkeep of office equipment.
Daily opening and closing of the office.
Provide direct client general information on application process, eligibility rules and how the Centralized Waiting List (CWL) is managed.
Process applications by following the legislative requirements, guidelines and procedures for eligibility on the CWL (Centralized Waiting List) for all prescribed Housing Providers in Guelph and Wellington County.
Monitor application statuses in RentCafe.
Initial assessment of applications to determine information meets basic eligibility and requests additional information to determine waitlist placement.
Process monthly annual updates by verifying previously approved applicant eligibility based on eligibility criteria, policies and procedures.
Follow up with applicants and community partners for required documentation and supplementary information to ensure information is accurate and up-to-date.
Respond with initial assessment of special priority applicant situations (Survivors of Domestic Violence and Human Trafficking) by exercising judgment to determine the complexity of the situation, the nature of the request for safety and risk assessment, and the appropriateness of the response required.
Coordinate applications received for priority status and request information to ensure package is complete.
Deal effectively with complex applicants, including those with mental health and /or substance abuse issues as well as applicants who have cultural or language barriers.
De-escalate situations with clients who may be in crisis.
Maintain accurate and up-to-date records.
Make referrals to outside agencies for assistance when appropriate.
Act as back-up to the Housing Services Clerk - CWL and the Housing Services Clerk – Maintenance as required.
General administration support and other related duties as required.

ACCOUNTABILITY:

Actions in this position could result in minor loss of time or resources and may affect the work of others. Must ensure data entry is completed with accuracy and in a timely manner.

PHYSICAL EFFORT AND WORKING CONDITIONS:

Physical activity is light and of long duration, such as sitting at a workstation.
Work is performed in an environment with regular exposure to minor hazards, such as rudeness and profanity.

CONTACTS:

This position deals with requests, settles complaints and clarifies information with the following:
Internal: Social Services Staff at all levels, Guelph Non-Profit Housing Corporation Staff.
External: clients, client advocates, families of clients, community agencies, other government agencies, general public, Social Housing Providers, etc.

MINIMUM QUALIFICATIONS:

High school graduation, plus additional programme of over six months and up to one year in business administration, accounting or related field.
Over six months related experience in business administration, accounting functions and human services.
Accounting skills required, with demonstrated ability for accounts receivable including pre-authorized payments, debit and money orders.
Knowledge of the Housing Services Act and Regulations, Residential Tenancies Act and other related legislation.
Ability to apply established methods or procedures, such as referring to legislation, manuals, policies and procedures.

Excellent customer service skills and the ability to work with a diverse client group in a professional manner.

Strong organizational skills with the ability to maintain accurate records.
Well-developed written and verbal communication skills.
Ability to maintain confidentiality.
Working knowledge of Microsoft Office and database software.

Knowledge of residential maintenance and community agencies would be an asset.

CONDITIONS OF EMPLOYMENT:

Police Vulnerable Sector Check
Proof of Education

OTHER:

Location: 138 Wyndham Street North, Guelph

Regular Work Hours: 35 hours per week (some flexibility may be required)
Occasional travel required to attend meetings, training and work events

Collective Agreement between the County of Wellington and CUPE Local #973