Competition # 2025-499-HHS

Tenant Relations & Resolutions Coordinator
(2025-499-HHS)

Employment Type:

Permanent Full-Time, Bargaining Unit (1 Vacancy)

Work Hours:

35 hours/week (Mon-Fri 9am-5pm)

Work Setting:

Exclusively Onsite (30 Merchants’ Wharf, Toronto, ON)

Salary:

External Rate: G7 - $54,097.76 annually
Internal Rate: G8 - $55,201.79 annually

Application Deadline:

November 23, 2025, by 11:59 pm

Who We Are
WoodGreen is a team of diverse and innovative change makers working together to make a difference in our communities. A United Way Anchor Agency with a proven track record and an entrepreneurial mindset, we continuously seek to develop solutions to critical social needs while striving to become a Centre for Equity.
Visit www.woodgreen.org to learn more about who we are and to review our Equity Statement.

We are committed to building an inclusive and diverse workforce, representative of the communities we serve. We encourage, and are pleased to consider, applications from Indigenous peoples, racialized persons/persons of colour, women/women identifying, persons with disabilities, 2SLGBTQIA+ persons, and others who contribute towards promoting innovative ideas and solutions.
Program Overview – Homelessness & Housing Help Program, Housing & Homelessness Services
(30 Merchants’ Wharf, Toronto, ON)

The Homelessness & Housing Help Program’s primary goal is helping people experiencing homelessness and those living on low income to find and keep appropriate housing and prevent evictions wherever possible. The philosophy of this work is in keeping with WoodGreen’s commitment to participate in the building of sustainable communities, social justice, and creating environments free of discrimination or any other barriers which impede the full development of services users.

What You Will Do
As Tenant Relations & Resolutions Coordinator you will report directly to the Manager, Tenant Ombudsperson, & Housing Services, taking the lead on efforts crucial for maintaining a positive and fair housing environment. Your primary responsibilities will involve receiving, thoroughly investigating, and resolving complaints from tenants within WCHI housing operations. This role is fundamental to improving tenant satisfaction, ensuring policy compliance, and upholding the principles of fairness, accountability, and transparency in all housing services.

This role serves as a vital resource dedicated to assisting tenants and property owners in resolving a full spectrum of housing disputes, including matters related to rent, maintenance, evictions, and general tenancy issues. You will skillfully mediate conversations, provide expert advice, and propose actionable solutions to facilitate dispute resolution. Furthermore, you will be key in developing new opportunities and channels for tenants to provide proactive feedback outside of formal complaints, acting as an essential conduit to ensure the tenant voice is clearly shared and considered by key decision-makers.

Tenant Engagement

• Facilitate tenant meetings (monthly, quarterly, town hall) for regular engagement with tenants and to announce and manage special projects.
• Develop and coordinate community programs and activities that enhance tenant well-being with culturally responsive community gatherings, resource workshops, and seasonal celebrations.
• Initiate the creation, distribution, collection, and analysis of tenant surveys.
• Inform tenants about their legal rights and responsibilities under local housing laws. Advocate for fair and transparent treatment in housing matters.

Complaint Investigation and Resolution

• Working with the Manager, you will impartially assess and investigate all submitted complaints by gathering facts, interviewing parties, and reviewing documents to determine if there has been a violation of rules, policies, or legislation.
• Investigate allegations thoroughly, including substandard living conditions, harassment, discrimination (including racial discrimination and human rights violation), or unfair practices in the rental market.
• Facilitate resolution by providing guidance, advice, and recommendations to both parties, utilizing informal discussions and negotiations, while advocating for fair and timely treatment.
• Ensure property owner compliance with relevant housing laws, regulations, and lease terms, and escalate or make formal recommendations for action in cases of non-compliance.

Reporting and Recommendations

• Assist in preparing and presenting detailed reports on investigation findings, highlighting systemic issues, individual grievances, and proposing necessary improvements.
• Provide clear recommendations aimed at improving policies, practices, and procedures to effectively prevent future complaints.
• Maintain confidentiality in all sensitive matters while ensuring appropriate transparency where beneficial.

Advisory and Resource Role

• Serve as a comprehensive resource to tenants by clearly explaining their rights, responsibilities, available solutions, and relevant processes.
• Advise Housing Operations by sharing findings and best practices for addressing complaints, improving tenant service, ensuring compliance, and refining internal processes.
• Act as a training resource by providing instruction to tenant-facing staff on effective tenant relations and conflict management.

Monitoring and Follow-up

• Working with the Ombudsman Manager, monitor the implementation of all recommended changes or resolutions to ensure satisfactory outcomes.
• Follow up directly with complainants to confirm that their issues have been addressed and resolved fairly.
• Prepare consolidated reports detailing the nature of complaints and resolutions to identify trends and areas for improvement for operational management.

Promote Fairness and Accountability

• Work to maintain and improve tenant trust by ensuring that all complaints are handled without bias and in accordance with established laws, regulations, and ethical standards.

• Maintain independence and impartiality in the execution of all investigations and resolutions.

• Perform other duties as assigned by management.

What You Bring to the Team

• Bachelor’s degree or Diploma in Social Work, Law, Public Administration, or related field.
• 2 Years experience in tenant relations, conflict management, or ombudsperson roles, preferably within a housing or community service environment.
• Understanding of the Residential Tenancies Act, Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act, RentSafe TO Apartment Building Standards, Occupational Health and Safety Act, Smoke-Free Ontario Act, and other relevant legislation.
• Ability to think critically and find fair and reasonable solutions to disputes while balancing the interests of both tenants and property owners.

What Will Set You Apart

• Strong skills in mediating conflicts and finding amicable solutions are essential.
• Strong written and oral communication skills.
• Grounded in the Values of Diversity, Equity, and Inclusion - ability to interact with and build trust with individuals from diverse socio-economic, cultural, educational, gender-identities, sexual orientation, religion, and ages. This includes lived or professional experience supporting racialized groups.
• Experience working with homeless/street involved individuals with substance use challenges, tenants, and property owners.
• Excellent case management skills
• Supportive counselling and harm reduction skills
• Knowledge of resources in Toronto

Why You will Want to Work With Us
At WoodGreen you will be part of an incredible team that does amazing things for our community.
We offer:

• Benefits: Health/dental/wellness benefits and group RRSP/Pension programs, for eligible employees
• Growth: In-house training & development programs and professional development opportunities
• Rewards: Peer and organizational recognition and awards
• Flexibility: Hybrid working models, where applicable
• Diversity: Commitment to creating an inclusive organization that embraces diversity and belonging
• Community: Meaningful work in support of our communities

WoodGreen is an equal opportunity employer. We are committed to providing an inclusive and barrier-free selection process and work environment. If contacted in relation to an employment opportunity, please advise our People & Culture representatives at careers@woodgreen.org of the accommodation measures required. Information received relating to accommodation will be addressed confidentially.

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