Housing Support Worker: Tenancy

Accountability

The Housing Support Worker: Tenancy (HSW: T) is responsible for ensuring that the tenancy processes and actions are performed in a manner consistent with legislative and funder’s requirements, Ecuhome’s mission and housing stability goals, and using a customer service approach.

General Responsibilities

The HSW: T is responsible for the application process for the intake of new tenants, developing, updating and maintaining the waiting list, creating and maintaining tenant files. Also responsible for implementing eviction prevention processes and for the ongoing income verification process. As a member of the tenant support team, the position is also responsible for filling vacancies in a timely manner and providing support to staff in tenancy matters. Responsible for developing and maintaining relationships with referral sources and community organizations providing services to applicants and tenants. Diligent and consistent documentation in the database is essential to all aspects of this role.

Processing applicants and waiting list management

Responsible for the application process for new tenants and managing the waiting list using a customer service approach including:

• Interviewing applicants, completing initial application and gathering necessary documentation

• Determining eligibility for social housing

• Creating an electronic files and maintaining files in accordance with privacy and confidentiality

• Completing initial income verification

• Calculating rent

• Maintaining regular contact with applicants on the waiting list, and updating files as necessary

• Responding to inquiries from applicants, tenants and referral sources in a timely manner

• Develop repayment plans

Filling vacancies in a timely manner

Filling vacancies and maintaining a high occupancy rate is a priority.

• When a vacancy arises, consulting with appropriate parties and follow the process for accepting applicant(s) for vacancy

• Arranging for applicant to view unit

• Preparing letters, leases and arranging for applicant to sign lease

• Collecting rents

• Providing orientation to Ecuhome

• Maintaining accurate and up to date records about the intake process including any contacts made with applicants

Eviction Prevention

Responsible for implementing eviction prevention activities and actively engaging with tenants to assist them to maintain their housing and achieve housing stability including:

• Communicating directly by phone and in person with tenants who are at risk of losing their housing to alert them to the problem and educating them on the eviction prevention process

• Communicating with HSWs about tenants who are in arrears and jointly developing a plan to support them to maintain their housing

• Meeting and developing rent repayment plans for tenants in arrears

• Ensure the LTB forms are completed in an accurate and timely manner and ready for review

• Attending LTB hearings as needed

• Recording all eviction prevention activities in the database

Income verification

Responsible for the ongoing income verification for tenants including:

• Sending the income verification requests to tenants, follow up, develop plans and keep necessary parties informed

• Meet with tenants in person when necessary

• Recording all income verification activities

Other duties as assigned

Qualifications

• Bachelor of Social Work or equivalent

• 3 years’ experience working with people who have been homeless and have difficulty maintaining a stable tenancy and an understanding of the systemic reasons for homelessness

• Experience with the Residential Tenancy Act and knowledge of other relevant legislation preferred

• Experience with Landlord Tenant Board, forms, tribunal processes preferred

• Strong written and verbal communication skills

• Proficient in word processing, e-mail and spreadsheet applications

• Certificates in First Aid and Crisis Intervention an asset

• Support Ecuhome’s Mission and Goals: Believe in the value of social justice and the contribution that non-profit organizations make to the community

• Behave ethically: Understand ethical behaviour and ensure that own behaviour is consistent with these standards and aligns with the values of the organization

• Build relationships: Establish and maintain positive working relationships with others both internally and externally to achieve the goals of the organization

• Communicate effectively: Speak, listen and write in a clear, thorough and timely manner using appropriate communication tools and techniques

• Focus on Client Needs: Understand and respond to the needs of internal and external clients

• Foster teamwork: Work collaboratively and effectively with others to set goals, resolve problems and enhance organizational effectiveness

• Lead: Positively influence others to achieve results that are in the best interests of the organization

• Organize: Set priorities, develop a work schedule, monitor progress towards goals, and track data, information and activities

• Plan: Determine strategies to move work plan forward, set goals, implement action plans, evaluate results

• Solve problems: Assess problem situations, identify causes, gather information, generate solutions, make recommendations

This position is in the bargaining unit.

Job Type: Permanent, Full Time, Monday - Friday 9:00am - 5:00pm

Salary: $52,342.48

Location: 76 Pembroke Street

Reports to: Director of Tenant Service

No agencies please

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Ecuhome is committed to providing equal access to employment opportunities, promoting equal access to our programs, supports and services and identifying and removing any internal, systemic barriers to inclusion in all Ecuhome operations.