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 #31142: Manager, Tenant Services
Union: Non Union
Job Description ID #: XXXX
Close date: Interested applicants please submit your application online at www.hamilton.ca/city-council/jobs-city by 4:00 p.m. on June 11th, 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 Chief Operating Officer (COO), CityHousing Hamilton the Manager, Tenant Services is responsible for ensuring tenants receive high-quality tenant experience from the team in Tenant Services. The Manager, Tenant Services is responsible for delivering tenancy related services from the initial offer process, lease signings, rent collection, rent calculations and annual rent-geared-to-income renewals, addressing behaviours and tenant-to-tenant issues, eviction prevention efforts, connecting tenants with light supports and making referrals to community wellbeing team.
GENERAL DUTIES
The Manager, Tenant Services is accountable for the effective management and administration of program.
Manages the day-to day operations and direct supervision of staff to ensure all functions of their jobs are carried out in a manner that is consistent with the culture, mission and values of CityHousing Hamilton.
Manages Freedom of Information requests including research, redaction of sensitive materials, response and collection of fees. Provides statistical and trend analysis to senior management and Board of Directors.
Provides direction, leadership and coordination of teamwork; fosters a pleasant, safe work environment which supports equity, diversity, respect, customer service, innovation and quality of service.
Advises Tenant Service Coordinators and confer across departments to address and resolve complex tenancy issues.
Motivates and encourages employees to achieve high levels of performance and productivity through open and transparent setting of goals and expectations which are aligned to CHH’s strategic plan, departmental goals and objectives. Monitors and evaluates employee performance, career development and succession planning activities.
Conducts regular staff meetings to ensure effective communication between groups. Identifies training needs; develops and implements annual training plans to address skills gaps and build capacity.
Provides leadership through coaching techniques, mentorship and develops teamwork.
The Manager will develop and maintain policies and procedures to ensure program delivery meets associated performance outcomes.
Maintains awareness of unit turnovers, move-ins, move-outs rates and vacancy protocols.Responsible for overseeing critical issues related to tenants, rent calculations, move in and move outs, special priority status, appeals, reviews, sets rental amounts according to the Housing Services Act, 2011.
Works with senior managers across CHH departments to ensure communication and collaboration on frontline service improvement strategies, reviews and approves or denies all internal transfer requests. Recommends and implements the development of new procedures and policies regarding tenants and staff.
Prepares, implements and monitors customer service standards, service quality measurements, customer satisfaction and implementation of continuous improvement programs.
Responsible for overseeing critical issues related to tenants, rent calculations, move in and move outs, special priority status, appeals, reviews, sets rental amounts according to the Housing Services Act, 2011.
Oversees annual inspections, vacancy rates, arrears managements, and eviction recommendations.
Recommends and implements the development of new procedures and policies regarding tenants and staff.
Works as a member of the Management Team to ensure department goals and customer service expectations are met. Ensures legislative and provincial requirements are met and reported on.
Participates in the preparation and monitoring of a total annual operating budget and controls a recurring work budget within the housing portfolio.
Develops and implements effective quality control methods and programs to ensure the section’s compliance with CityHousing customer service performance standards for inquiries, complaints and requests for service in accordance with applicable policies and service standards.
Monitors and verifies budgetary expenditures within section by carefully reviewing monthly variance reports to ensure that the amounts do not exceed the budget level in accordance with the financial/accounting rules.
Receives and answers escalated direct inquiries from Board of Directors, City Council, Hamilton residents, other City Departments, tenants and their advocates, and community housing stakeholders pertaining to various housing issues.
Promotes, facilitates, and supports the application of evidence-informed decision-making and best practices in the implementation of the Tenants First Refresh.
Prepares corporate reports, briefing documents and correspondence for Senior Management and presents to Board. Prepares vacancy statistical reports for inclusion in CHH Annual Report.
Represents CHH on various committees for Social Housing operations and governance.
Possesses a demonstrated record of strong leadership and guidance, technical competence, customer focus, team building/team advocacy, self-motivation and commitment to results and continuous improvement.
Represents the department in Labour Relations issues including participating in Labour/Management meetings, assisting in negotiations for collective agreements, negotiates grievance settlements, interviews and appoints applicants to staff vacancies.
Ensures that 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 and Safety legislation and all City of Hamilton corporate and departmental 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 and CHH corporate and departmental policies and procedures related to occupational health and safety.
Performs other duties as assigned which are directly related to the responsibilities of the position.
QUALIFICATIONS
Must be able to demonstrate the level of expertise related to the duties described normally acquired through a University Degree or College diploma in Social and Behavioural Sciences, Community
Development, or equivalent discipline, or a combination of education and relevant work-related experience.
Previous management experience in a unionized environment would be an asset.
Extensive experience and knowledge in Social Housing would be an asset.
Demonstrated coaching, leadership and team-building skills. Strong decision-making and problem-solving skills while dealing with challenging situations.
Exceptional interpersonal skills required to deal with broad cross-section of professionals, tenants, staff, public, elected officials; other community-based agencies and organizations.
Must understand municipal and provincial legislative, regulatory and policy framework, and administrative functions and responsibilities.
Ability to exercise appropriate judgement and discretion dealing with confidential, sensitive and/or potentially controversial information, ability to interact with staff and other outside entities in a professional, tactful and courteous manner.
Perform effectively in a multi-disciplinary, fast paced environment that requires a high degree of personal organization, motivation, initiative, problems solving techniques.
Working knowledge of computer software applications (Microsoft Office, Word, Excel, and database software). Knowledge of Northgate/Asset Planner is considered an asset.
Knowledge of social housing policies and procedures, as well as related Provincial and Federal Legislation including the Residential Tenancy Act 2006, Housing Services Act, 2011, Child Welfare Act, Occupational Health & Safety Act, and the Municipal Freedom of Information and Protection of Privacy Act.
Demonstrated knowledge of the Health and Safety Act and applicable regulations as it relates to the position.
Must possess a valid Class “G” Driver's License and use of a reliable vehicle.
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.
