Senior Tenant Service Representative (Senior Service Representative)
Top Benefits
About the role
Status
Temporary Full-Time
Temporary - Approximate length of assignment, in months
24
Type of Position
a Replacement
Start Date
Immediate
Salary
Per hour
Salary Grade
$40.93 - $44.48
Department
York Region -> Community & Health Services -> Housing Services
Location
Housing Services Branch - 17150 Yonge Street - Newmarket, ON L3Y 8V3 CA (Primary)
Hybrid work opportunities may apply - CA
Job Description (E)
ABOUT US
Almost 1.2 million residents call York Region home, making it one of the largest regions in Canada – and the fastest growing with a population that’s expected to grow to more than 2 million by 2041. Our geography, which is comprised of about 1,800 square kilometers over nine different municipalities, is as beautiful, interesting and diverse as our people. Local government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.
WHAT WE OFFER
Consistently named one of Canada’s Best Employers by Forbes, we offer a collaborative, progressive workplace that takes pride in our organizational culture and is committed to living The 13+ Factors of Psychological Health and Safety in the Workplace – aligned with our vision to create strong, caring and safe communities both within and outside our walls.
-
Defined Benefit Pension Program - With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan, you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions.
-
Employer of Choice - Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations.
-
Benefits and Wellness - Employees and their loved ones have access to an employee health care spending account, access to a 24/7 Employee and Family Assistance Program and corporate discounts and purchase plans for day-to-day products and services. Casual employees are eligible to receive payment in lieu of benefits and/or vacation.
-
Inclusive and Diverse Workforce - We’re committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential, participate freely in society and live with respect, dignity and freedom from discrimination. Our robust Inclusion, Diversity, Equity and Accessibility program continues to grow, and has been recognized by the United Nations and many other organizations for our leadership.
ABOUT THE ROLE
Reporting to the Program Manager is responsible for providing guidance and oversight in the rent-geared-to-income (RGI) calculation process; approving RGI subsidy calculations; receiving and responding to escalated calls and political enquiries; conducting statistical analysis; providing client service to tenants and landlords and the general public, reviewing and preparing internal review files including obtaining additional information from rent supplement tenants and monitoring status; reviewing vacancy management and providing marketing updates and recommendations to maximize turnover efficiencies; providing guidance, training, mentoring, and coordinating, assigning, scheduling and checking the work of Tenant Service Coordinators and ensuring a safe working environment. OR reconciling landlord payments; monitoring the rent supplement budget; producing standard reports; assisting landlords in the tenant placement process and problem solving tenant issues with landlords; preparing housing provider internal review files including obtaining additional information from tenants/members and recommending a decision; providing guidance, training, mentoring, and coordinating, assigning, scheduling and checking the work of Tenant Service Coordinators and ensuring a safe working environment.
WHAT YOU'LL BE DOING
-
Assists the Supervisor/Manager with statistical analysis, report writing, development of quality control practices, communication strategies, service level and quality standards.
-
Ensures the rent supplement program is in compliance with applicable legislation and regulations, operational policies and procedures and customer service standards.
-
Oversees the rent-geared-to-income (RGI) calculation and implementation processes; approves RGI subsidy calculations; monitors for legislative compliance.
-
Coordinates all tenants’ or members’ requests for internal review of decisions.
-
Prepares internal review files, requests additional information or documents from tenants or members or housing providers, as required, and requests and returns tenant/member files or documents, as required.
-
Prepares internal review report summarizing all relevant information to the internal review decision and recommends a decision.
-
Provides guidance, training, mentoring and coordinates, assigns, schedules and checks the work of assigned staff.
-
Provides input on performance reviews for staff and provides feedback to the Supervisor/Manager.
-
Receives and responds to escalated tenant/member calls; responds, as first point of contact, to landlord questions and concerns and provides feedback to the Supervisor/Manager; updates the Supervisor/Manager on any issues that could not be resolved and provides information for them to respond to political enquiries.
-
Ensures that services provided meet Regional customer service standards.
-
References the York Region Guide to Rent Geared to Income Calculations manual, when required, and assists the Supervisor in ensuring that the manual is well-maintained and up to date.
-
Assists the Supervisor/Manager in identifying, initiating and documenting process improvements.
-
Performs other duties, as assigned, in accordance with Branch and Department objectives.
WHAT WE'RE LOOKING FOR
- Successful completion of a Community College Diploma in Social Services, Business Administration or related field or approved equivalent combination of education and experience.
- Minimum five (5) years demonstrated experience delivering service to clients in a social services environment or in the social housing field.
- Knowledge and demonstrated ability in corporate core competencies including customer focus, communication, collaboration and personal ownership.
- Knowledge of related housing and social programs and related legislation, program and policy guidelines.
- Demonstrated problem solving, decision making and basic numeric skills.
- Demonstrated excellent organizational skills.
- Computer literacy utilizing MS Office software applications including word processing, spreadsheet and database applications at an intermediate level; competent in conducting Internet searches.
- Leadership skills and ability to provide guidance, training and mentoring, ensure a safe working environment and to coordinate, assign, schedule, provide clear written and verbal instructions and check the work of assigned staff.
Council Approval Date
Scheduled Weekly Hours
35
Scheduled Shifts
0830 - 1630
Operational Hours
Close Date
August 18, 2025
of Hires Needed
1
Union
CUPE Local 4900
.
Please apply online by 5:00PM EST of the closing date indicated above.
All employment opportunities are recorded on a 24-Hour Career Line and may be accessed by calling 1-877-464-9675 ext. 75508. We thank all candidates for their interest; however, only those selected for an interview will be contacted. Please be advised, York Region uses email as the primary means of communication with candidates and does not use AI technology in any part of the recruitment process. Please ensure your email address is up to date, checked frequently (including your spam folder), and accepts messages from unknown users.
York Region is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. We respect, encourage and celebrate our diversity, aiming to build a qualified workforce that reflects the population we serve. Should you require an accommodation under the Human Rights Code during the recruitment and selection process, including accessible formats and communication supports, please email careers@york.ca or call 1-877-464-9675 extension 75506. Accommodations for applicants with disabilities are available upon request during recruitment processes and throughout employment.
About York Region
The Regional Municipality of York is made up of nine cities and towns, and we provide services to 1.2 million residents, 54,000 businesses and 650,000 employees. We have a two-tier government structure, with services provided both by York Region our local-area municipal governments.
At York Region, we know that a healthy and productive workplace is vital to the success of any organization. And year after year, we're recognized as one of the best employers because of what we offer to our employees. Our progressive, collaborative and accountable culture attracts top talent that is driven by a desire to shape and serve the growing community in which we live and work.
Senior Tenant Service Representative (Senior Service Representative)
Top Benefits
About the role
Status
Temporary Full-Time
Temporary - Approximate length of assignment, in months
24
Type of Position
a Replacement
Start Date
Immediate
Salary
Per hour
Salary Grade
$40.93 - $44.48
Department
York Region -> Community & Health Services -> Housing Services
Location
Housing Services Branch - 17150 Yonge Street - Newmarket, ON L3Y 8V3 CA (Primary)
Hybrid work opportunities may apply - CA
Job Description (E)
ABOUT US
Almost 1.2 million residents call York Region home, making it one of the largest regions in Canada – and the fastest growing with a population that’s expected to grow to more than 2 million by 2041. Our geography, which is comprised of about 1,800 square kilometers over nine different municipalities, is as beautiful, interesting and diverse as our people. Local government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.
WHAT WE OFFER
Consistently named one of Canada’s Best Employers by Forbes, we offer a collaborative, progressive workplace that takes pride in our organizational culture and is committed to living The 13+ Factors of Psychological Health and Safety in the Workplace – aligned with our vision to create strong, caring and safe communities both within and outside our walls.
-
Defined Benefit Pension Program - With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan, you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions.
-
Employer of Choice - Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations.
-
Benefits and Wellness - Employees and their loved ones have access to an employee health care spending account, access to a 24/7 Employee and Family Assistance Program and corporate discounts and purchase plans for day-to-day products and services. Casual employees are eligible to receive payment in lieu of benefits and/or vacation.
-
Inclusive and Diverse Workforce - We’re committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential, participate freely in society and live with respect, dignity and freedom from discrimination. Our robust Inclusion, Diversity, Equity and Accessibility program continues to grow, and has been recognized by the United Nations and many other organizations for our leadership.
ABOUT THE ROLE
Reporting to the Program Manager is responsible for providing guidance and oversight in the rent-geared-to-income (RGI) calculation process; approving RGI subsidy calculations; receiving and responding to escalated calls and political enquiries; conducting statistical analysis; providing client service to tenants and landlords and the general public, reviewing and preparing internal review files including obtaining additional information from rent supplement tenants and monitoring status; reviewing vacancy management and providing marketing updates and recommendations to maximize turnover efficiencies; providing guidance, training, mentoring, and coordinating, assigning, scheduling and checking the work of Tenant Service Coordinators and ensuring a safe working environment. OR reconciling landlord payments; monitoring the rent supplement budget; producing standard reports; assisting landlords in the tenant placement process and problem solving tenant issues with landlords; preparing housing provider internal review files including obtaining additional information from tenants/members and recommending a decision; providing guidance, training, mentoring, and coordinating, assigning, scheduling and checking the work of Tenant Service Coordinators and ensuring a safe working environment.
WHAT YOU'LL BE DOING
-
Assists the Supervisor/Manager with statistical analysis, report writing, development of quality control practices, communication strategies, service level and quality standards.
-
Ensures the rent supplement program is in compliance with applicable legislation and regulations, operational policies and procedures and customer service standards.
-
Oversees the rent-geared-to-income (RGI) calculation and implementation processes; approves RGI subsidy calculations; monitors for legislative compliance.
-
Coordinates all tenants’ or members’ requests for internal review of decisions.
-
Prepares internal review files, requests additional information or documents from tenants or members or housing providers, as required, and requests and returns tenant/member files or documents, as required.
-
Prepares internal review report summarizing all relevant information to the internal review decision and recommends a decision.
-
Provides guidance, training, mentoring and coordinates, assigns, schedules and checks the work of assigned staff.
-
Provides input on performance reviews for staff and provides feedback to the Supervisor/Manager.
-
Receives and responds to escalated tenant/member calls; responds, as first point of contact, to landlord questions and concerns and provides feedback to the Supervisor/Manager; updates the Supervisor/Manager on any issues that could not be resolved and provides information for them to respond to political enquiries.
-
Ensures that services provided meet Regional customer service standards.
-
References the York Region Guide to Rent Geared to Income Calculations manual, when required, and assists the Supervisor in ensuring that the manual is well-maintained and up to date.
-
Assists the Supervisor/Manager in identifying, initiating and documenting process improvements.
-
Performs other duties, as assigned, in accordance with Branch and Department objectives.
WHAT WE'RE LOOKING FOR
- Successful completion of a Community College Diploma in Social Services, Business Administration or related field or approved equivalent combination of education and experience.
- Minimum five (5) years demonstrated experience delivering service to clients in a social services environment or in the social housing field.
- Knowledge and demonstrated ability in corporate core competencies including customer focus, communication, collaboration and personal ownership.
- Knowledge of related housing and social programs and related legislation, program and policy guidelines.
- Demonstrated problem solving, decision making and basic numeric skills.
- Demonstrated excellent organizational skills.
- Computer literacy utilizing MS Office software applications including word processing, spreadsheet and database applications at an intermediate level; competent in conducting Internet searches.
- Leadership skills and ability to provide guidance, training and mentoring, ensure a safe working environment and to coordinate, assign, schedule, provide clear written and verbal instructions and check the work of assigned staff.
Council Approval Date
Scheduled Weekly Hours
35
Scheduled Shifts
0830 - 1630
Operational Hours
Close Date
August 18, 2025
of Hires Needed
1
Union
CUPE Local 4900
.
Please apply online by 5:00PM EST of the closing date indicated above.
All employment opportunities are recorded on a 24-Hour Career Line and may be accessed by calling 1-877-464-9675 ext. 75508. We thank all candidates for their interest; however, only those selected for an interview will be contacted. Please be advised, York Region uses email as the primary means of communication with candidates and does not use AI technology in any part of the recruitment process. Please ensure your email address is up to date, checked frequently (including your spam folder), and accepts messages from unknown users.
York Region is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. We respect, encourage and celebrate our diversity, aiming to build a qualified workforce that reflects the population we serve. Should you require an accommodation under the Human Rights Code during the recruitment and selection process, including accessible formats and communication supports, please email careers@york.ca or call 1-877-464-9675 extension 75506. Accommodations for applicants with disabilities are available upon request during recruitment processes and throughout employment.
About York Region
The Regional Municipality of York is made up of nine cities and towns, and we provide services to 1.2 million residents, 54,000 businesses and 650,000 employees. We have a two-tier government structure, with services provided both by York Region our local-area municipal governments.
At York Region, we know that a healthy and productive workplace is vital to the success of any organization. And year after year, we're recognized as one of the best employers because of what we offer to our employees. Our progressive, collaborative and accountable culture attracts top talent that is driven by a desire to shape and serve the growing community in which we live and work.