Housing Services Representative (C0960T) (City of London)

File Number: COL01356
Service Area: Social & Health Development 
Division: Housing Stability Services
Close Date: Thursday, March 23, 2023
Position Type
: Temporary - Full Time
Employee Group: CUPE Local 101

Summary of Duties

Reporting to the Manager, Rent Supplement & Tenant Selection or designate, the Housing Services Representative assists in the delivery of Housing programs administered by the City of London by determining initial and continuing eligibility for people applying to or currently involved in Rent-Geared-to-Income (RGI) housing and waitlist priorities; completing necessary supporting documentation and providing timely information to all Housing Access Centre (HAC) clients regarding social housing programs as well as affordable housing options within the private sector for the City of London and County of Middlesex. 

Work Performed

Maintains knowledge of the Housing Services Act (HSA) its regulations and successor legislation, the Ministry of Municipal Affairs and Housing (MMAH) guidelines, local social housing rules, guidelines, programs and community resources.

Within prescribed deadlines, assesses RGI applications for eligibility by reviewing all third party information to verify an applicant’s age, ability to live independently, citizenship/immigration status, income levels, social housing arrears and if there is a previous conviction of misrepresenting income for the purpose of receiving RGI.

Reviews and approves RGI and priority status applications and subsequent change requests to ensure the information recorded is accurate and the building(s) and unit size(s) selected are consistent with household composition and permissible under housing provider mandates and local occupancy standards. Participates in the annual update process by reviewing ongoing eligibility for RGI on a scheduled basis and cancels applications that are not in compliance from the system.

Assists applicants in obtaining further information/documentation, often of a highly sensitive and personal nature, regarding involvement with social agencies and/or other social/health/legal/service professionals for the purpose of assessing eligibility for RGI housing. 

Completes all necessary documentation and rent-geared-to-income calculations in accordance with City and Provincial guidelines to ensure that eligibility and RGI decisions can be independently supported without interpretation, including preparing correspondence as per Division policies or procedures or at the direction of the Manager or Designate. 

Initiates, maintains and balances direct payment process for landlords, ensures landlords complete the pre-approved forms and forwards to applicable City finance department.  Ensures the accurate/ timely monthly reconciliation of landlord statements and rent supplement deposits.

Co-ordinates tenant placement activities including the negotiation of rent supplement agreements, drafts addendums, lease-up of vacant units and move-in of tenants in order to minimize rent loss and ensure an orderly turnover of unit; maintaining accurate and up-to-date tenant records.  

Prepares, maintains and responds routine correspondence to applicants, tenants, landlords and agencies including, but not limited to notices of eligibility, rent adjustments, debtor information sheets on former tenants, former tenant reports, annual income reviews, notices to vacate and letters to tenants regarding non-payment of rent. Maintains accurate and up-to-date applicant, tenant and landlord information including the documentation of all communication or contact concerning a file.

Provides quality customer service by telephone, electronic mail and in person, responding to a variety of inquiries from applicants, tenants, Landlords, contractors, suppliers, social agencies and the general public regarding policies, procedures, processes, and to explain RGI policies and rent calculations.

Assists in the development and maintenance of policies, procedures and forms for administering Coordinated Access and RGI programs.

Prepares various ongoing and ad hoc reports or correspondence, including statistical information and payment vouchers, for management review and approval.  Completes general office duties including word processing, faxing and filing, as required.

Provides relief and back-up coverage for the position of Client Services Clerk. 

Performs related duties as assigned in accordance with Department and Division objectives.


Completion of a two year Community College Diploma under Human Services.

Minimum of one year related experience delivering service to clients in a social services environment and/or in the social housing field. 

Specialized Training & Licenses

Skills and abilities in the following areas are necessary:

Knowledge of Housing Programs and related legislation, program and policy guidelines.

Knowledge of, and demonstrated ability in, corporate core competencies including customer service, communication, team work, initiative/self management and accountability, and flexibility/adaptability.

Computer literacy utilizing MS Office software applications, as well as utilizing word processing, spreadsheet and database applications at an intermediate level; competent in conducting Internet searches.

Demonstrated problem solving, decision making and basic numeric skills.

Ability to relate in an objective and empathetic way to customers.

Valid Class G Drivers License.

Compensation and Other Information

$45,167 - $63,507 (Level 9)

This position is being filled on a temporary basis for up to 2 years.

This posting is for (1) position.

Other Information:

Current hours of Work: Monday - Friday from 8:30 a.m. to 4:30 p.m.
These hours of work are subject to change in accordance with the Collective Agreement and may include evening hours and Saturdays.

NOTE: Applicants may be required to complete a job-related test.

Our hiring process is in accordance with the Mandatory Proof of COVID-19 Vaccination Administrative Policy
As an inclusive employer, we are committed to providing a fully accessible recruitment process. Please contact us at any time during the recruitment process and let us know what accessible supports you may need.

Apply for this position on the City of London's Careers Website.