Job Description
Purpose
The Resident Services Coordinator will provide a wide range of administrative and clerical services required in the day-to-day management of community and affordable housing portfolio.
This position works directly with residents to determine best practice to assist with issues being presented. Whether through local initiatives or referrals to external community partners, the Resident Services Coordinator will work to engage residents in their communities to ensure the delivery of services meet the needs of the resident.
Duties & Related Tasks
Residents
- Meet with residents to listen to concerns about their housing
- Address relevant needs as presented and facilitate problem resolution as necessary
- Provide remedial support and access to resources and referrals for residents
- Work with residents through issues that impact security of housing
- Identify and address barriers to residents maintaining tenancy
- Visit and assist at risk residents who require additional support, including counselling, health support and or community support (parenting, income, employment, mental health, food security resources) with Executive Director or designate
- Work from an eviction prevention model to support tenants to maintain healthy and safe housing through regular follow up, case conference meetings and liaising pertinent support to residents
- Monitor and review resident needs and issues and communicate relevant information to Executive Director as necessary
- Act as a service broker, a mediator and a link with external community partners to support the residents in maintaining a safe and healthy tenancy
- If necessary and at the direction of the Executive Director, collect evidence and document in a manner consistent with Landlord and Tenant Board requirements.
- If necessary, attend Landlord and Tenant Board eviction proceedings and give testimony as required
External Community Partners
- Facilitate community development in various housing communities to promote and meet the ever- changing needs of our residents. Prepare proposals for funding of tenant activities and coordinate/participate in the implementation of approved proposals
- Assist community groups to organize special events and activities that promote the ongoing health and safety of the community at large
- Develop community building programs to engage residents and encourage social interaction and inclusivity
- Participate in inter-agency meetings and professional development workshops to respond to inquiries, develop cooperative relationships and promote housing programs and services to the broader community
- Provide summary reports to the Executive Director regarding interactions and activities performed with residents including recommendations for improved relationships where applicable
Work Hours
Standard work hours would be Monday to Friday 9 a.m. to 4:30 p.m. (35 hours per week). While most work can be completed during standard working hours, there will be a need to work outside of standard hours during peak or crisis times. Occasional evening and week-end work will be required to attend community meetings or provide crisis assistance to external community partners and/or community housing maintenance staff.
The majority of working time will be performed at main administrative building however there will be a requirement to attend resident homes as necessary. The successful candidate would exhibit excellent risk assessment skills in order to ensure health and safety when visiting residents in their homes.
Internal Working Relationships
Receive direction and guidance from the Executive Director. This position will require constant contact with other staff regarding resident issues that could affect housing security (ie: rental arrears, maintenance damages, hoarding). There will be after hours contact with maintenance if necessary.
External Working Relationships
Regularly meeting with residents regarding supports, policies and follow up as required. This position will regularly correspond with external community partners including police, fire, social services, children services, county staff, city bylaw staff and other wrap around supports.
Knowledge and Skill
- Post secondary diploma in Social Services or Social Work and/or equivalent work experience
- Knowledge of community development, alternative dispute resolution and social and behavioural sciences.
- Knowledge of Housing Services Act, Residential Tenancies Act, Freedom of Information and Privacy Act, Human Rights Code, Accessibility for Ontarians with Disabilities Act
- Knowledge of Landlord and Tenant Board including documentation, submission of evidence and testimony
- Demonstrated experience in conflict resolution, crisis response and intervention, de-escalation, advocacy and negotiating skills
- Strong knowledge of community resources to support modest income individuals, individuals with history of mental health or addiction issues and individuals with history of trauma
- Demonstrated cultural competency with ability to communicate clearly with individuals from diverse cultural backgrounds
- Strong interview, assessment, analytical and problem solving skills
- Demonstrated ability to write reports, recommendations, follow up letters
- Ability to travel to various locations within Grey County and to attend professional development outside of Grey County. Possession of a valid driver’s license and maintenance of a reliable vehicle are an asset.
- Must provide an acceptable Police Records Check to ensure suitability when working with vulnerable populations
