Senior Tenant Service Representative (Senior Service Representative)
Senior Tenant Service Representative (Senior Service Representative)
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Job Description
ABOUT US
Almost 1.2 million residents call York Region home making it one of the largest regions in Canada and the fastest growing with a population thats expected to grow to more than 2 million by 2041. Our geography which is comprised of about 1800 square kilometers over nine different municipalities is as beautiful interesting and diverse as our government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.
WHAT WE OFFER
Consistently named one of Canadas Best Employers by Forbes we offer a collaborative progressive workplace that takes pride in our organizational culture and is committed to living The 13 Factors of Psychological Health and Safety in the Workplace aligned with our vision to create strong caring and safe communities both within and outside our walls.
- Defined Benefit Pension Program - With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions.
- Employer of Choice - Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations.
- Benefits and Wellness - Employees and their loved ones have access to an employee health care spending account access to a 24/7 Employee and Family Assistance Programand corporate discounts and purchase plans for day-to-day products and services. Casual employees are eligible to receive payment in lieu of benefits and/or vacation.
- Inclusive and Diverse Workforce - Were committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential participate freely in society and live with respect dignity and freedom from discrimination. Our robust Inclusion Diversity Equity and Accessibility program continues to grow and has been recognized by the United Nations and many other organizations for our leadership.
WHAT YOULL BE DOING
- Assists the Supervisor/Manager with statistical analysis report writing development of quality control practices communication strategies service level and quality standards.
- Ensures the rent supplement program is in compliance with applicable legislation and regulations operational policies and procedures and customer service standards.
- Oversees the rent-geared-to-income (RGI) calculation and implementation processes; approves RGI subsidy calculations; monitors for legislative compliance.
- Coordinates all tenants or members requests for internal review of decisions.
- Prepares internal review files requests additional information or documents from tenants or members or housing providers as required and requests and returns tenant/member files or documents as required.
- Prepares internal review report summarizing all relevant information to the internal review decision and recommends a decision.
- Provides guidance training mentoring and coordinates assigns schedules and checks the work of assigned staff.
- Provides input on performance reviews for staff and provides feedback to the Supervisor/Manager.
- Receives and responds to escalated tenant/member calls; responds as first point of contact to landlord questions and concerns and provides feedback to the Supervisor/Manager; updates the Supervisor/Manager on any issues that could not be resolved and provides information for them to respond to political enquiries.
- Ensures that services provided meet Regional customer service standards.
- References the York Region Guide to Rent Geared to Income Calculations manual when required and assists the Supervisor in ensuring that the manual is well-maintained and up to date.
- Assists the Supervisor/Manager in identifying initiating and documenting process improvements.
- Performs other duties as assigned in accordance with Branch and Department objectives.
WHAT WERE LOOKING FOR
Successful completion of a Community College Diploma in Social Services Business Administration or related field or approved equivalent combination of education and experience.
Minimum five (5) years demonstrated experience delivering service to clients in a social services environment or in the social housing field.
Knowledge and demonstrated ability in corporate core competencies including customer focus communication collaboration and personal ownership.
Knowledge of related housing and social programs and related legislation program and policy guidelines.
Demonstrated problem solving decision making and basic numeric skills.
Demonstrated excellent organizational skills.
Computer literacy utilizing MS Office software applications including word processing spreadsheet and database applications at an intermediate level; competent in conducting Internet searches.
Leadership skills and ability to provide guidance training and mentoring ensure a safe working environment and to coordinate assign schedule provide clear written and verbal instructions and check the work of assigned staff.
Required Experience:
Senior IC
Employment Type
Full Time
