Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

• Job ID #31168 - Supervisor, Tenant Services (2 Vacancies)

• Union: Non Union

• Job Description ID #****: XXXX

• Close date: Interested applicants please submit your application online at www.hamilton.ca/city-council/jobs-cityby 4:00 p.m. on June 18th, 2025

• Internal applicants should apply with your work e-mail address**.**
  Internal applicants from CityHousing Hamilton will be given first consideration**.**

• External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.

CityHousing Hamilton, the third largest social housing provider in the Province of Ontario, provides affordable rental housing for the citizens of Hamilton. In support of CityHousing Hamilton’s mission statement which is: “We provide affordable housing that is safe, well-maintained, cost effective and supports the diverse needs of our many communities.”

Reporting to the Manager Tenant Services, the Supervisor, Tenant Services is responsible to ensure the effective service delivery of rent collection, rent calculations, tenant placement eviction prevention efforts, and connecting tenant to supports and referrals through internal and external stakeholders.

GENERAL DUTIES

Supervises the Tenant Services team, responsible for establishing priorities and delegation of duties to staff, ensuring maximum utilization of human resources.

Interprets and ensures compliance with the Housing Services Act, 2011, Residential Tenancies Act, 2006, Ontario Human Rights Code, Ontarians Disability Act, Employment Standards Act, Privacy and Confidential Act.

Designs, recommends, and implements plans and strategies to improve effectiveness and efficiency. Sets above average standards and leads by example.

Receives and responds to staff enquiries of a more complex nature and provides direction.

Supervises and inspects performance of the Tenant Services team by closely monitoring Key Performance Indicators (i.e. files, rent calculations, vacancies, customer services, etc.) for the Tenant Administration Team.

Participates and recommends changes on policies, procedures and business processes that may impact CityHousing Hamilton standards of service delivery and/or customer service.

Supports the Manager, Tenant Services with timely investigation, response and resolution to inquiries and complaints received from City Council, Hamilton residents, other City Departments, and community housing stakeholders pertaining to various tenant administration issues.

Provides direction, leadership and coordination of teamwork; motivates and encourages staff to achieve high levels of performance and productivity. Fosters a work environment which supports customer service, innovation and quality of service.

Offers opportunities to facilitate employee growth and development. Responsible for the hiring, orientation, training coordination, scheduling, attendance management, discipline and performance evaluations of employees. Coaches staff through support and guidance for staff development as required.

Respects and protects the confidentiality of tenant information as well as all other information that is sensitive in nature to the operations of CityHousing Hamilton.

Documents, monitors, tracks and communicates issues and their resolution to the Manager, Tenant Services.

Interprets and ensures compliance with the Occupational Health and Safety Act, W.H.M.I.S., applicable provincial/federal Act /Standards and Union Agreements.

Maintains up to date knowledge of current techniques, trends and developments affecting all areas of supervisory responsibility and operational requirements.

Forecasts work plans and budgets, prepare business cases, proposals, written reports, and presentations for Manager.

Liaise with the public, elected officials, consultants, stakeholders, and other level of government and regulatory bodies on issues relating to the direct responsibilities of this position.

Represent respective area in labour relations issues including participation in labour management and grievance meetings.

Respond to emergency afterhours situations on a rotation basis.

Represents respective area in labour relations issues including participation in labour management and grievance meetings.

Ensures employees are provided with and use the appropriate equipment, material and/or procedures required to perform the assigned duties.

Ensures that all employees perform work in accordance with applicable Health & Safety legislation and all City of Hamilton corporate and department policies and procedures. Ensures that appropriate action is recommended for those employees who do not work in compliance with legislation, policies and procedures.

Works in accordance with the provisions of applicable health and safety legislation and all City of Hamilton corporate and departmental policies and procedures related to occupational health and safety.

Perform other duties as assigned which are directly related to the major responsibilities of the job.

QUALIFICATIONS

1. Must be able to demonstrate a level of expertise related to the duties described, with experience in property management and/or social housing specifically in rent calculations, tenant placement, and tenant relation issues normally acquired through the completion of a relevant college diploma or a combination of education and relevant work-related experience.

2. Previous supervisory experience in a unionized environment and within the social housing field is considered an asset.

3. Advanced knowledge of administration of residential properties, the Residential Tenancies Act 2006, Housing Services Act 2011, standard lease agreements, the Occupational Health and Safety Act, and any other applicable legislation governing Social Housing.

4. Proven advanced knowledge and experience with rent calculations, customer service, tenant placement, the centralized waitlist and internal policies relating to tenant issues.

5. Knowledge of other social programs such as Ontario Disability Support Program (ODSP), Ontario Works (OW), CPP, OAS, and investment vehicles such as RRSP, Annuities, etc.

6. Demonstrated record of strong leadership, guidance and customer focus, innovation/creativity, team advocacy, staff delegation, empowerment, staff development and results orientation.

7. Excellent organization and time management skills, including the ability to co-ordinate staffing requirements for regular, emergency, and special circumstances

8. Exceptional problem-solving, analytical and interpersonal skills with a proven ability to influence, communicate and collaborate effectively with elected officials, representatives of government, management, peers, staff, tenants, the general public and other stakeholders.

9. Proven ability to remain calm and de-escalate situations in emotionally charged circumstances.

10. Excellent written and verbal communication skills. Proven ability to schedule, track, and prioritize tasks and projects.

11. Proficiency with computer software applications (Microsoft Office, Word, Excel, Outlook, NEC, Asset Planner, and database software).

12. Demonstrated knowledge of the Health and Safety Act and applicable regulations as it relates to the position.

13. Must possess a Class ‘G’ driver’s license. Provision of a car by the individual for use on the job.

THIS POSITION REQUIRES A VALID CLASS “G” DRIVE’S LICENSE AND PROOF THEREOF IS REQUIRED UPON HIRE.

THE INCUMBENT SHALL COMPLY WITH ALL HEALTH AND SAFETY POLICIES AND PRACTICES FOR THIS POSITION AND THE WORKPLACE.

Disclaimer:

Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.

Terms:

The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.