Senior Manager, Community and Tenant Support
Top Benefits
About the role
Join us at Ottawa Community Housing, where we are more than a home to about 33,000 tenants across approximately 15,000 homes. As Ottawa's largest social and affordable housing provider, ranking second largest in Ontario and fourth largest in Canada, we're committed to enhancing tenant well-being through partnerships with local service providers and support agencies.
At OCH, diversity and equal opportunities are at the core of our workplace culture. We strive to mirror the vibrant communities of our city and have been honoured as the National Capital Region's Top Employer every year since 2018.
WE ARE PROUD BECAUSE EVERY DAY WE MAKE A DIFFERENCE!
Together, we're transforming tenants' lives by “providing more than a home, because we care”.
What we offer
Joining OCH means making a meaningful difference every day. We provide opportunities to positively impact your community in multiple ways. Recognizing that our employees are the cornerstone of our organization, we offer a comprehensive and competitive compensation and benefits package, flexible work options, professional development opportunities, health and wellness programs, and more.
What we seek:
OCH is currently seeking a dedicated Senior Manager, Community and Tenant Support to lead efforts to build healthy, safe, inclusive, and resilient communities while supporting sustainable tenancies, across the housing portfolio. Under the guidance of the Director, Community and Tenant Support (CTS), the Senior Manager will be responsible for the effectiveness and consistency of Community Development and Tenant Support services, ensuring they align with Tenant Experience priorities, service standards and escalation pathways.
By analyzing performance data and tenancy sustainability indicators, the Senior Manager will identify systemic risks, support strategic decisions and drive continuous improvement. They will also oversee complex and high-risk situations and represent Community and Tenant Support services in enterprise planning, change initiatives, and cross-organizational collaboration.
Senior Manager, Community and Tenant Support with OCH:
The Senior Manager of Community and Tenant Support will lead the team in delivering OCH’s mission by ensuring service excellence, fostering safe and supportive communities, and empowering tenants through consistent, high‑quality community development and tenant‑focused supports. By strengthening partnerships, guiding data‑informed decisions, and proactively addressing risks, they directly influence the creation of inclusive communities where tenants feel a strong sense of belonging and their housing needs are met with dignity and care.
As the Senior Manager, Community and Tenant Support, some of the things you will do include:
Community and Tenant Support Leadership
- Provide oversight to the planning, implementation, and evaluation of programs, initiatives, groups, and activities that build tenant capacity and create healthy, safe, and inclusive communities.
- Lead the planning, delivery, and evaluation of tenant support services that promote successful and sustainable tenancies, particularly for higher-needs and at-risk households.
- Oversee the development and implementation of frameworks, policies, processes, and tools that support community development, tenant engagement, tenant support, and service standardization.
- Develop and oversee frameworks to support community safety and wellbeing, at-risk tenancies and address complex tenant needs.
- Champion the resolution of escalated tenant and community safety and wellbeing issues and ensures a high standard of client service in response to tenant inquiries and complaints.
- Support OCH colleagues across departments in meeting obligations under the Tenant and Community Engagement Policy and Procedures related to Community Development and Tenant Engagement.
- Oversee the coordinated delivery of community development and tenant support services across OCH and ensure alignment of these services with department and corporate services and strategic priorities.
- Oversee the development, implementation, monitoring, and reporting of annual community action plans addressing identified issues, opportunities, and service gaps.
- Participate in multi-agency partnerships at community and city-wide levels to support collaboration and effective use of resources.
- Manage and support the work of Community and Tenant Support Managers.
- Oversee the procurement and management of contractors, consultants, and suppliers supporting service delivery.
- Provide leadership for performance management, financial oversight, and risk mitigation within the Community and Tenant Support function, ensuring services are delivered effectively, sustainably, and in alignment with corporate priorities.
Tenant Support and Housing Stability
- Provide oversight and direction to the Community and Tenant Support function, including financial and human resource management.
- Lead the development and implementation of tenant support policies, standards, and procedures that drive accountability, role clarity, and continuous improvement.
- Identify and analyze stakeholder needs, capabilities, and service gaps and leads related needs assessments and strategic plans.
- Engage internal and external partners at a strategic level to enhance service delivery, partnerships, and third-party supports.
- Review, negotiate, and support collaborative agreements with service providers and partners to ensure quality, consistency, and accountability.
- Initiate reviews of OCH housing management systems and tenant support functions to ensure alignment with corporate priorities.
- Prepare and manage assigned budgets and monitors financial performance, taking corrective action as required.
- Develop and monitor service-level performance indicators related to tenant support and housing stability.
- Identify emerging operational risks and implements preventative and corrective strategies to support safe and sustainable tenancies.
- Ensure the timely investigation, response to, and documentation of workplace and service-related incidents.
People Management
- Provide leadership and overall management of staff within areas of responsibility, including setting priorities, work plans, expectations, and performance measures.
- Coach, develop, motivate, and support staff to ensure effective service delivery and continuous improvement.
- Identify human resource needs, support succession planning, and reinforce performance management practices.
External / Internal Relationships
- Build and manage collaborative, results-oriented relationships with internal departments and external stakeholders, including government bodies and community service organizations.
- Represent OCH as a respectful, professional, and strategic partner in networks, consortiums, and partnerships.
- Perform work in accordance with applicable health, safety and privacy legislation, policies and procedures, and all other legislation, policies and procedures relevant to area of work.
As a Senior Manager, Community and Tenant Support, you can look forward to
- Providing senior leadership within a department deeply committed to organizational integration and collaboration in the provision of exceptional community and tenant support programs.
- A comprehensive Total Rewards benefits package, including pension eligibility
- An inclusive, award-winning workplace culture with opportunities to get involved in DEI initiatives, Peer Support, volunteering, mentorship programs, and other development initiatives
What you bring:
Education & Experience
A typical candidate will have the following qualifications and experience. Exceptional candidates with different qualifications will be considered at the discretion of the employer if demonstrated experience, knowledge, and ability warrant.
- Completion of a university degree or college diploma in public administration, social sciences, social work, or a related field.
- A minimum of six (6) years of related experience, including at least four (4) years of experience managing staff.
- Experience planning and managing community development, tenant engagement, or tenant support initiatives involving multi-agency collaboration.
- Experience working with vulnerable communities and populations with complex needs.
- Experience developing policies, standards, procedures, and leading departmental or corporate initiatives.
- Experience managing staff in a unionized environment is an asset.
- Experience working in the housing or homelessness sector is an asset.
Knowledge
- Knowledge of community development practices, frameworks, and capacity-building approaches.
- Knowledge of tenant support, intervention, conflict resolution, and mediation strategies.
- Knowledge of volunteer engagement principles and practices.
- Knowledge of partnership development and multi-agency collaboration.
- General knowledge of performance measurement and evaluation methods.
- General knowledge of Landlord and Tenant Board rules, practice directions, and guidelines.
- Understanding of the diverse social, economic, cultural, and accessibility needs of OCH tenant communities.
- Knowledge of applicable health and safety legislation and supervisory responsibilities
- Proficiency in standard corporate software (Word, Excel, PowerPoint, Outlook, databases).
- Understanding of OCH’s values, vision, and mission and commitment to supporting those objectives.
Skills and Abilities
- Strong written and verbal communication skills.
- Ability to lead, coach, and motivate teams in complex and dynamic environments.
- Strong analytical, strategic thinking, and decision-making skills.
- Ability to manage escalated issues, sensitive situations, and organizational risk with tact and diplomacy.
- Ability to prioritize competing demands, meet deadlines, and work under pressure.
- Strong collaboration and relationship-building skills with internal and external stakeholders.
- Ability to develop, implement, and evaluate sustainable process and service improvements.
- Proficiency in the use of information technology and data to support decision-making.
- Oral fluency and reading and writing abilities in English are required
- Oral fluency, reading and comprehension abilities in French is an asset
- Ability to communicate in additional languages commonly used by OCH tenants is an asset.
Other requirements
- Satisfactory Criminal Records Check
- Valid “G” driver’s license or equivalent and must have access to a vehicle for business purposes.
Work conditions
- This is a full-time (36.25 hours per week) hybrid position with on-site attendance as required.
Other details about the role
Affiliation: Management
Salary: $117,707.91 - $146,710.16
OCH is committed to providing accommodations for people with disabilities. If you require an accommodation, please notify Human Resources and we will work with you to jointly address your needs.
Apply now!
Location:
Ottawa
Salary Range:
$117,707.91 - $146,710.16
Pay Type:
Annually
Department:
Community and Tenant Support
Employment Type:
Full-time
Closing Date (DD/MM/YY):
15/03/2026
Position Type:
Permanent
ID:
784
About Ottawa Community Housing
Ottawa Community Housing’s vision is to be a leader in providing safe and affordable homes to enable OCH tenants to fully participate in the socio-economic opportunities of the City. As a leader in the delivery of quality, affordable housing, OCH collaborates with others to develop safe and healthy communities.
Senior Manager, Community and Tenant Support
Top Benefits
About the role
Join us at Ottawa Community Housing, where we are more than a home to about 33,000 tenants across approximately 15,000 homes. As Ottawa's largest social and affordable housing provider, ranking second largest in Ontario and fourth largest in Canada, we're committed to enhancing tenant well-being through partnerships with local service providers and support agencies.
At OCH, diversity and equal opportunities are at the core of our workplace culture. We strive to mirror the vibrant communities of our city and have been honoured as the National Capital Region's Top Employer every year since 2018.
WE ARE PROUD BECAUSE EVERY DAY WE MAKE A DIFFERENCE!
Together, we're transforming tenants' lives by “providing more than a home, because we care”.
What we offer
Joining OCH means making a meaningful difference every day. We provide opportunities to positively impact your community in multiple ways. Recognizing that our employees are the cornerstone of our organization, we offer a comprehensive and competitive compensation and benefits package, flexible work options, professional development opportunities, health and wellness programs, and more.
What we seek:
OCH is currently seeking a dedicated Senior Manager, Community and Tenant Support to lead efforts to build healthy, safe, inclusive, and resilient communities while supporting sustainable tenancies, across the housing portfolio. Under the guidance of the Director, Community and Tenant Support (CTS), the Senior Manager will be responsible for the effectiveness and consistency of Community Development and Tenant Support services, ensuring they align with Tenant Experience priorities, service standards and escalation pathways.
By analyzing performance data and tenancy sustainability indicators, the Senior Manager will identify systemic risks, support strategic decisions and drive continuous improvement. They will also oversee complex and high-risk situations and represent Community and Tenant Support services in enterprise planning, change initiatives, and cross-organizational collaboration.
Senior Manager, Community and Tenant Support with OCH:
The Senior Manager of Community and Tenant Support will lead the team in delivering OCH’s mission by ensuring service excellence, fostering safe and supportive communities, and empowering tenants through consistent, high‑quality community development and tenant‑focused supports. By strengthening partnerships, guiding data‑informed decisions, and proactively addressing risks, they directly influence the creation of inclusive communities where tenants feel a strong sense of belonging and their housing needs are met with dignity and care.
As the Senior Manager, Community and Tenant Support, some of the things you will do include:
Community and Tenant Support Leadership
- Provide oversight to the planning, implementation, and evaluation of programs, initiatives, groups, and activities that build tenant capacity and create healthy, safe, and inclusive communities.
- Lead the planning, delivery, and evaluation of tenant support services that promote successful and sustainable tenancies, particularly for higher-needs and at-risk households.
- Oversee the development and implementation of frameworks, policies, processes, and tools that support community development, tenant engagement, tenant support, and service standardization.
- Develop and oversee frameworks to support community safety and wellbeing, at-risk tenancies and address complex tenant needs.
- Champion the resolution of escalated tenant and community safety and wellbeing issues and ensures a high standard of client service in response to tenant inquiries and complaints.
- Support OCH colleagues across departments in meeting obligations under the Tenant and Community Engagement Policy and Procedures related to Community Development and Tenant Engagement.
- Oversee the coordinated delivery of community development and tenant support services across OCH and ensure alignment of these services with department and corporate services and strategic priorities.
- Oversee the development, implementation, monitoring, and reporting of annual community action plans addressing identified issues, opportunities, and service gaps.
- Participate in multi-agency partnerships at community and city-wide levels to support collaboration and effective use of resources.
- Manage and support the work of Community and Tenant Support Managers.
- Oversee the procurement and management of contractors, consultants, and suppliers supporting service delivery.
- Provide leadership for performance management, financial oversight, and risk mitigation within the Community and Tenant Support function, ensuring services are delivered effectively, sustainably, and in alignment with corporate priorities.
Tenant Support and Housing Stability
- Provide oversight and direction to the Community and Tenant Support function, including financial and human resource management.
- Lead the development and implementation of tenant support policies, standards, and procedures that drive accountability, role clarity, and continuous improvement.
- Identify and analyze stakeholder needs, capabilities, and service gaps and leads related needs assessments and strategic plans.
- Engage internal and external partners at a strategic level to enhance service delivery, partnerships, and third-party supports.
- Review, negotiate, and support collaborative agreements with service providers and partners to ensure quality, consistency, and accountability.
- Initiate reviews of OCH housing management systems and tenant support functions to ensure alignment with corporate priorities.
- Prepare and manage assigned budgets and monitors financial performance, taking corrective action as required.
- Develop and monitor service-level performance indicators related to tenant support and housing stability.
- Identify emerging operational risks and implements preventative and corrective strategies to support safe and sustainable tenancies.
- Ensure the timely investigation, response to, and documentation of workplace and service-related incidents.
People Management
- Provide leadership and overall management of staff within areas of responsibility, including setting priorities, work plans, expectations, and performance measures.
- Coach, develop, motivate, and support staff to ensure effective service delivery and continuous improvement.
- Identify human resource needs, support succession planning, and reinforce performance management practices.
External / Internal Relationships
- Build and manage collaborative, results-oriented relationships with internal departments and external stakeholders, including government bodies and community service organizations.
- Represent OCH as a respectful, professional, and strategic partner in networks, consortiums, and partnerships.
- Perform work in accordance with applicable health, safety and privacy legislation, policies and procedures, and all other legislation, policies and procedures relevant to area of work.
As a Senior Manager, Community and Tenant Support, you can look forward to
- Providing senior leadership within a department deeply committed to organizational integration and collaboration in the provision of exceptional community and tenant support programs.
- A comprehensive Total Rewards benefits package, including pension eligibility
- An inclusive, award-winning workplace culture with opportunities to get involved in DEI initiatives, Peer Support, volunteering, mentorship programs, and other development initiatives
What you bring:
Education & Experience
A typical candidate will have the following qualifications and experience. Exceptional candidates with different qualifications will be considered at the discretion of the employer if demonstrated experience, knowledge, and ability warrant.
- Completion of a university degree or college diploma in public administration, social sciences, social work, or a related field.
- A minimum of six (6) years of related experience, including at least four (4) years of experience managing staff.
- Experience planning and managing community development, tenant engagement, or tenant support initiatives involving multi-agency collaboration.
- Experience working with vulnerable communities and populations with complex needs.
- Experience developing policies, standards, procedures, and leading departmental or corporate initiatives.
- Experience managing staff in a unionized environment is an asset.
- Experience working in the housing or homelessness sector is an asset.
Knowledge
- Knowledge of community development practices, frameworks, and capacity-building approaches.
- Knowledge of tenant support, intervention, conflict resolution, and mediation strategies.
- Knowledge of volunteer engagement principles and practices.
- Knowledge of partnership development and multi-agency collaboration.
- General knowledge of performance measurement and evaluation methods.
- General knowledge of Landlord and Tenant Board rules, practice directions, and guidelines.
- Understanding of the diverse social, economic, cultural, and accessibility needs of OCH tenant communities.
- Knowledge of applicable health and safety legislation and supervisory responsibilities
- Proficiency in standard corporate software (Word, Excel, PowerPoint, Outlook, databases).
- Understanding of OCH’s values, vision, and mission and commitment to supporting those objectives.
Skills and Abilities
- Strong written and verbal communication skills.
- Ability to lead, coach, and motivate teams in complex and dynamic environments.
- Strong analytical, strategic thinking, and decision-making skills.
- Ability to manage escalated issues, sensitive situations, and organizational risk with tact and diplomacy.
- Ability to prioritize competing demands, meet deadlines, and work under pressure.
- Strong collaboration and relationship-building skills with internal and external stakeholders.
- Ability to develop, implement, and evaluate sustainable process and service improvements.
- Proficiency in the use of information technology and data to support decision-making.
- Oral fluency and reading and writing abilities in English are required
- Oral fluency, reading and comprehension abilities in French is an asset
- Ability to communicate in additional languages commonly used by OCH tenants is an asset.
Other requirements
- Satisfactory Criminal Records Check
- Valid “G” driver’s license or equivalent and must have access to a vehicle for business purposes.
Work conditions
- This is a full-time (36.25 hours per week) hybrid position with on-site attendance as required.
Other details about the role
Affiliation: Management
Salary: $117,707.91 - $146,710.16
OCH is committed to providing accommodations for people with disabilities. If you require an accommodation, please notify Human Resources and we will work with you to jointly address your needs.
Apply now!
Location:
Ottawa
Salary Range:
$117,707.91 - $146,710.16
Pay Type:
Annually
Department:
Community and Tenant Support
Employment Type:
Full-time
Closing Date (DD/MM/YY):
15/03/2026
Position Type:
Permanent
ID:
784
About Ottawa Community Housing
Ottawa Community Housing’s vision is to be a leader in providing safe and affordable homes to enable OCH tenants to fully participate in the socio-economic opportunities of the City. As a leader in the delivery of quality, affordable housing, OCH collaborates with others to develop safe and healthy communities.