Job Title: Housing Liaison

Department: Property Management
Reports To: Housing Manager
Location: Calgary

Job Summary:

The Housing Liaison is a dynamic and unique position within the Property Management Team, offering an exciting opportunity to balance the diverse needs of residents while fostering strong, collaborative relationships with partnering agencies. This role requires a high degree of adaptability, as no two days are alike, and you must be comfortable managing unexpected challenges and shifting priorities throughout the day. With a heavy administrative workload, success in this position depends on exceptional organizational skills, attention to detail, and the ability to meet tight deadlines. The Housing Liaison serves as a relationship builder, continually educating residents on their lease obligations and promoting their success through consistent support, recognition, dignity, and respect in a constantly evolving environment.

Key Responsibilities:

Customer Service and Relationship Management

• Resident Relations: Provide timely, respectful responses to resident inquiries, complaints, or concerns. Conduct unit inspections and appointments with professionalism and courtesy.

• Agency Collaboration: Maintain consistent, open communication with partner agencies to address resident concerns and enhance tenant relations.

• Resident Education and Engagement: Engage residents in discussions about unit care, the Residential Tenancy Act, house rules, and property management policies. Foster a sense of home for residents through education and encouragement.

• Resident Progress and Recognition: Implement strategies to reward resident milestones and encourage tenancy stability.

• Professional Support: Address lease violations with dignity and respect, promoting a positive resident experience.

Administration, Reporting, and Resident Support

Move-Ins

• Unit Tours and Lease Documentation: Show vacant units to prospective residents and oversee the signing of leases and addendums. Review tenant policies and provide Welcome Packages.

• Document Management: Upload lease and tenancy documents in Yardi, ensuring accurate records for each resident.

Inspections and Reporting

• Unit Inspections: Conduct quarterly inspections and provide reports on unit conditions to agency partners. Follow up on repair needs and assist tenants in maintaining unit standards.

• Maintenance Requests: Initiate maintenance requests based on inspection findings to support tenants' needs.

• Support Plans: Collaborate with partner agencies when residents need additional support; conduct additional inspections as necessary.

Lease Renewals

• Lease Documentation: Ensure all leases are renewed on time, with unit care as a consideration for renewal eligibility. Conduct additional inspections when needed.

• Compliance: Issue required notices and follow up on tenancy conditions as part of lease renewals.

Rental Collections and Arrears Reporting

• Payment Collection: Manage overdue rental payments for direct tenancy leases, meeting with residents as necessary to establish payment plans.

• Non-Compliance Notifications: Notify the Property Manager of any tenancy issues that could affect housing stability.

Resident Notices and Correspondence

• Resident Communications: Prepare necessary notices and correspondence for residents and assist them in completing maintenance requests.

• Recordkeeping: Document resident interactions and updates in Yardi, ensuring thorough and timely record maintenance.

Move-Outs and Tenancy Documentation

• Move-Out Inspections: Schedule and perform move-out inspections, submitting completed files to the Resident Services Coordinator.

• RTDRS Preparation: Assist with preparing tenancy files for Residential Tenancy Dispute Resolution Service (RTDRS) as needed.

Administrative Duties

• Database Management: Maintain accurate tenant lease information, unit inspection records, and other tenancy documentation in the property management system.

• Policy Updates: Keep Tenant Welcome Packages and policy information current with housing regulations and organizational updates.

• Yardi Maintenance: Ensure all information in Yardi is accurate and up to date.

Skills and Qualifications

• Experience: Minimum 5+ years in progressively responsible, client-facing roles, ideally within non-profit housing. Experience with property management and leasing is an asset.

• Population-Specific Experience: Direct experience working with vulnerable populations is highly beneficial.

• Customer Service and Communication: Strong communication skills, relationship-building abilities, and professionalism in resident interactions.

• Knowledge Base: Familiarity with the Alberta Residential Tenancies Act and an understanding of mental health considerations.

• Technical Skills: Proficient in MS Outlook, Excel, and Word; familiarity with Yardi software is a plus.

• Teamwork and Independence: Ability to work both independently and collaboratively in a team environment, showing flexibility and resourcefulness.

• Judgment and Integrity: Demonstrates maturity, discernment, and confidence, especially in challenging situations.

Working Conditions

• Travel Requirement: Valid driver’s license and reliable vehicle required.

• Performance Standards: Must meet performance standards and comply with all company policies and procedures, both written and verbal.

This role offers a unique opportunity for a compassionate, proactive professional to make a meaningful impact on residents' lives while supporting HomeSpace’s mission to provide stable housing in Calgary.