Primary on-site/in person contact for tenancy enquiries from application to end of tenancy
Build and maintain on-going relationships with tenants to engage and empower them to resolve issues and participate in their communities
Provide education, community resources, support and guidance to tenants
Work in collaboration with other regional staff (e.g. Health Services, Client Relationships, etc.) and external agencies to resolve tenancy matters (e.g. unit rentals, outstanding arrears, rent calculations)
Engage tenant to identify their needs and work with internal/external partners and community agencies to make appropriate referrals and advocate when required
Initiate, coordinate and facilitate tenant meetings as required
Lead and carry out plans related to tenant matters with applicable legislation, policies and procedures (i.e. Site Security Reports, complaints, tenancy records, Tenant Annual Reviews, internal transfers, non-rent related tenancy agreements, etc.)
Attend Tribunal Hearings/Small Claims Court on behalf of Housing Operations and Management Services
Document and maintain accurate records of all communications
Establish professional relationships with community support agencies to support vulnerable and high risk tenancies
Investigate and respond to political enquiries
Prepare customized formal notices, forms and letters as required

Post-Secondary Diploma in a human services related field with at least three (3) years of customer service experience or an equivalent combination of education/experience
Knowledge of practices and procedures within the Housing Operations and Management Services area
Knowledge of the Residential Tenancy Act, Housing Services Act, Municipal Freedom of Information and Protection of Privacy Act and other relevant legislation
General understanding of issues impacting tenants including mental health, poverty, aging and multiculturalism
Ability to travel between sites and access to reliable source of transportation
Vulnerable Sector Check required (Region of Peel does not reimburse any costs)
Housing Operations and Management Services experience would be an asset

Comprehensive Health, Dental, Vision benefit plan including psychological health
Voluntary enrolment into OMERS pension plan (where applicable)
Accrue Vacation on a monthly basis up to 3 weeks per annum
3 Paid personal days and floating holidays
Flexible hours supporting your wellness and wellbeing
Annual performance review and merit increases based on performance
Supportive leadership and a culture of respect and inclusion
Access to tuition reimbursement (where applicable) and learning and development resources

Tenancy Support Agent

Key skills