Tenant Services Team Lead (Temporary) (London & Middlesex Community Housing)

 
JOB TITLE:                               Tenant Services Team Lead
REPORTS TO:                           Manager, Tenant Services
COMPETITION NUMBER:        2023 – 03
SALARY RANGE:                      $61,749.04 - $78,174.82 PER ANNUM
POSTING DATE:                       JANUARY 25, 2023
CLOSING DATE:                       FEBRUARY 8, 2023
THIS IS A TEMPORARY NON-BARGAINING UNIT POSITION (UP TO TWELVE (12) MONTHS)
 
Who We Are: London & Middlesex Community Housing (LMCH) provides 3,282 housing units across 32 properties to more than 5,000 people. Those who call LMCH home are a diverse cross-section of individuals including families, seniors, adults, and new Canadians, all of whom are living with limited income.  At LMCH, we believe that housing is the foundation of a better tomorrow. 
 
Mission: LMCH provides and maintains homes in a safe and supportive environment to meet the needs of the people we serve in our communities.
 
Vision: LMCH envisions healthy homes and communities in London and Middlesex.  Leading by example, LMCH will help make a difference and positively impact lives using housing as the foundation.
 
Why you should apply to LMCH
  • Group benefits, including health and dental, for full-time employees
  • Employee, Dependent and Optional Life Insurance
  • Employee and Family Assistance Program
  • Wellness, & Wellbeing Program
 
LMCH Values:
                        Collaboration/Commitment
                        Accountable/Accessible
                        Respect/Responsive
                        Equity/Excellence                  
 
1. PURPOSE OF THE JOB

This non-unionized front-line team lead position will require the successful candidate to support the Tenant Services Manager and the broader Tenant Services Team. This role will assist with various aspects of managing a challenging and diverse housing portfolio, working directly with tenants and agencies in our adult, seniors and family homes. This will include direct involvement and oversight of investigations and the resolution of ongoing routine social issues with a focus on early intervention, prevention of escalations and tenancy retention.
 
2. RESPONSIBILITIES
  • Provide assistance and support to the Tenant Services Manager(s) in the implementation of team/departmental plans, activities, and service delivery for assigned communities.
  • Provide daily front-line tenant service in our buildings and communities, including direct involvement addressing all issues that arise.
  • Participate as an active member of a multi-disciplinary team with demonstrated flexibility in adapting to job demands and dynamic work environment.
  • Assist in the planning of and participation in annual and individual unit inspections and follow up as needed.
  • Investigate complaints as assigned by the Tenant Services Manager, including the gathering of evidence from security systems, London Police Service, London Fire Department, and other sources.
  • Create and implement resolution and tenancy retention plans where appropriate and monitor results to prevent legal action.
  • Attend Sheriff evictions as assigned; engage de-escalation strategies and arrange external resources to provide supports.
  • Support management and oversight of the RGI program delivery, including liaising with external stakeholders as related to RGI administration.
  • Work in conjunction with Legal Services Coordinator(s) in accordance with the RTA. Coordinate with tenants and tenant groups to resolve concerns and deal with emergencies. 
  • Lead and plan new tenant onboarding initiatives in conjunction with other Tenant Services staff.
  • Provide staff guidance, support, and oversight as assigned.  This includes the ability to hire, fire, discipline employees, as well as the supervision of unionized employees and assignment of work tasks.
  • Liaise with other agencies and stakeholders such as Canadian Mental Health Association, Addictions Services, Children’s Aid Society, London Fire Department, as well as London Police Services.
  • Participate in the rotational on-call requirement for the after-hours answering service and respond to emergencies such as floods, fires, and illegal acts.
  • Participate in interdepartmental management meetings and contribute to improvements in emergency preparedness and planning as well as effective implementation of the emergency response plan.
  • Other duties as assigned.
 
3. JOB SKILLS & QUALIFICATIONS
  • A post-secondary education in a related field, or Property Management certification (for example, CIH, IHM, etc.).
  • A minimum of five (5) years of related experience. Previous supervisory experience is an asset.
  • Knowledge of legislation and laws regarding landlord and tenant issues and building/property codes including, Residential Tenancies Act, Housing Services Act, Ontario Fire Code, Municipal Property Standards Act, Local By-Laws, etc.
  • Ability to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
  • Excellent communication and interpersonal skills, including the ability to verbally present complex information and write detailed formal reports.
  • Collaborative, able to build and maintain good relationships with other departments, key business partners, and government agencies.
  • Understand the diverse needs and abilities, socio-economic factors, and cultural diversity present in LMCH communities and workplace.
  • Advanced critical thinking and problem-solving skills.
  • Ability to appropriately prioritize projects with competing objectives and effectively manage multiple priorities and deadlines.
  • Occasional availability and/or presence outside of core working hours.
  • Certification in WHMIS, First Aid, and CPR is considered an asset.
  • Must possess a valid driver’s license, have access to a reliable vehicle, and carry adequate insurance.

4. WE CARE PHILOSOPHY:
The incumbent contributes and supports the overall culture and working environment of the agency by:
  • Having a working knowledge of cultural, social, and demographic patterns relating to vulnerable priority populations.
  • Committing to harm reduction and low-barrier service, as well as non-violent crisis intervention, de-escalation, and supporting citizens.
  • Committing to work in a diverse, interdisciplinary setting.
  • Understanding and being sensitive towards the belief systems of other groups, the complexity of those facing poverty, and their individual unique strengths and needs.
  • Setting an example of a strong work ethic and positive team attitude.
  • Working with diverse communities with sensitivity, creativity, innovation, language, and cultural understanding in a non-judgmental manner.
 
5. POLICE RECORDS CHECK AND VULNERABLE POSITION SCREENING

This position requires the successful candidate submit a current Police Records check from their local police service. A current LMCH employee who is the successful candidate for this position must also provide this document unless it is already on file and not more than one year old.
 
6. SALARY & BENEFITS:

Target salary range of $61,749.04 - $78,174.82; we also offer comprehensive health benefit.
 
Normal working hours are 8:30 A.M. to 4:30 P.M. Monday to Friday, with some work required outside of this schedule from time to time. Participation in the rotational on-call requirement for emergencies is expected.
WHAT’S NEXT:
 
Once you apply, we will review your resume and cover letter to determine if your skills and experience match the qualifications for the role. 
 
Only qualified candidates will be contacted for next steps.
 
If you move forward, the process may include an interview, written/practical test, and reference check.
 
Here is your chance to bring your knowledge and expertise to our team and contribute to providing improved LMCH communities.  When submitting your cover letter and resume, be sure to tell us about your skills and qualifications that are a match to those specified in the job posting. 
 
A cover letter and resume must be received by 4:30 PM, February 8th, 2023.
Late applications will not be considered. 
 
Please send your cover letter and resume to the attention of:
Dirk Volschenk
Manager, Human Resources
London & Middlesex Community Housing
1299 Oxford Street East, Unit 5C5 London, ON, N5Y 4W5
E-mail: employment@lmch.ca  
 
London & Middlesex Community Housing (LMCH) is committed to equity in employment. Our goal is a diverse, inclusive, and barrier-free workplace that reflects the communities we serve.
 
We will provide reasonable accommodation to applicants with disabilities at all stages of the hiring process in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. Please advise if you require an accommodation during the selection process.
 
In keeping with our COVID-19 Vaccination Policy, we require all employees to:
  • Provide proof of full vaccination against COVID-19; or
  • Provide a written attestation of a medical reason(s) or Ontario Human Rights Code reason(s) for not being fully vaccinated against COVID-19.
 
Thank you for your interest in London & Middlesex Community Housing!