Job Description

Supervisor, Operational Management & Tenancy Supports

Human Services – Peel Housing Corporation

Regular Full Time 

Salary Range: $86,443 to $108,052 per annum plus comprehensive benefits and vacation accrual 

Work mode: Hybrid* see below for more details about this work mode. 

Location: 7120 Hurontario Street, Mississauga, ON

Hours of work: 35 hours per week

Reports to: Manager, Operations and Tenancy Management

Team Size: Oversees a team of Tenancy Support Agents

The Role: The Supervisor oversees the administrative and operational responsibilities that involve the management of Region of Peel and Peel Living tenants and applicants which includes coordination of special projects, the continuous refinement and implementation of business processes and corporate performance reporting on established benchmarks.

The Supervisor leads a team who provide a variety of support services to the Housing Operation and Tenancy Management and Technical Supports Units.

What you will do in this role:

• Leads a team through a variety of activities including recruitment, coaching, mentoring, developing job objectives, discipline, managing performance, assigning and delegating work, encouraging professional development and ensuring quality and service standards are met
• Acts as resource for staff on a daily basis, involving critical/unusual tenant or applicant situations and any escalated issues (arrears, vacancy loss, Tenant Annual Reviews).
• Responds to tenants or applicant inquiries and negotiates alternative solutions
• Leads and coordinates staff in managing vacancy loss by ensuring processes are followed and by monitoring move-out and vacancy loss reports on a regular basis
• Ensures staff resources are structured to respond to property and tenant and applicant needs, requirements and service levels
• Acts as the primary contact to ensure clear processes are in place to provide excellent customer service
• Leads in developing, identifying, and/or updating existing policies and procedures with internal partners as they relate to Housing Operations and Tenancy Management and Technical Supports
• Provides input to divisional initiatives from the Operational Management and Tenancy Supports staff perspective
• Tracks and reports on key performance indicators for the business unit.
• Supports the service delivery requirements and ensures compliance with applicable legislation as identified but not limited to the following Acts:  Housing Services Act, Municipal Freedom of Information and Protection of Privacy Act, Residential Tenancy Act, Ontario Fire Code, Human Rights, Ontario Building Code
• Maintains relationships with all internal (ROP) and external partners and stakeholders
• Liaises with the Service Manager as legislative changes occur
• Leads within the Performance Measurement Framework which including; Tenant Experience and Customer Service, Healthy Organization and Governance.
• Demonstrates a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and pro-actively managing bias

What the role requires:

• Post-secondary diploma/degree in Human Services or related field with at least three years related experience in social housing
• At least 2 years supervisory/leadership experience; An equivalent combination of education and/or experience may be considered
• Strong knowledge of the Residential Tenancies Act and Housing Services Act and relevant Legislation including: Occupational Health & Safety Act, and the Human Rights Code.
• Knowledge of principles, practices and regulations related to Property Management.
• Working knowledge of the systems used to support the service delivery of Housing Operations and Tenancy Management and Technical Supports.
• Understanding of building systems operations and the maintenance requirements of residential rental units and capital work as related to the tenant experience.
• Working knowledge of operational budgets and finances
• Ability to travel to various Peel Housing Sites; access to reliable transportation

Skills/Abilities:

• Knowledge of change management principles and methodologies and the ability to lead, manage, and support change while empowering staff.
• Effective decision making capabilities and use of sound judgment to effectively manage resolve complex or sensitive issues.
• Superior leadership skills to supervise, train, recruit and motivate team to maintain a service oriented culture.
• Well-developed communication skills, both oral and written; proven ability to present to various audiences both internal and external to Peel.
• Demonstrates and fosters a holistic approach to tenancy management and building operations.
• Demonstrates superior customer service skills.

Perks @ Peel and why you will love working for us:

• Comprehensive Health, Dental, Vision benefit plan including psychological health (effective start date)
• Automatic enrolment into OMERS pension plan
• 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 and learning and development resources

Work Mode: In this role you will have the ability to work remotely and attend on-site when required based on operational requirements at the 7120 Hurontario St. Mississauga, ON worksite.  The frequency of on-site activities may vary on a weekly basis and based on operational requirements. Your remote work location must be located within the province of Ontario. 

The Region of Peel offers job based flexible hours of work that allows employees to manage personal and professional responsibilities while at the same time ensures business operational needs and customer service expectations are achieved.   

Interview: Our recruitment process will be completed with video conference technology.

Kindly ensure to regularly monitor your spam and junk email folders, as important communications regarding your application may be directed there.

If this opportunity matches your qualifications and experience, please apply on-line.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: 80,000 - 100,000.

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