What we offer
In addition to a competitive salary and a rewarding career where you can truly make a difference, we offer a comprehensive package that meets the various needs of our diverse employees, including:
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Ability to participate in inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities;
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Minimum four (4) weeks of paid annual vacation days, increasing with years of service;
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Four (4) paid personal days;
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Defined benefit pension plan with OMERS, includes 100-per-cent employer matching;
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Health and dental benefits, including a health spending account available upon your start date;
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Employee and family assistance program;
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Maternity and parental leave top up (93% of base salary);
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Training and development programs including tuition reimbursement of $1500 per calendar year.
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Fitness membership discount;
This job also offers the opportunity to work from home as part of a hybrid work arrangement. This arrangement will allow you to work some days at a TCHC work location and the rest of the time from home. The amount of time required to work at a TCHC work location is flexible, while considering operational and service delivery requirements.
Make a difference
Reporting to the Senior Manager, Program Services, the Manager, Tenancy Management, Centralized Services and Supports is responsible for leading centralized tenancy management functions supporting the corporation’s ability to deliver consistent, compliant, and effective tenancy management services across the organization.
The role is responsible for developing, implementing, and monitoring corporate policies, procedures, systems, training and business processes that Rent-Geared-to-Income (RGI) administration, rent calculation, tenancy management, arrears management, and related program areas, including Access & Support functions.
The role provides strategic leadership and operational oversight for centralized tenancy management services, identifies opportunities to strengthen compliance, service delivery, and operational effectiveness, and translates corporate priorities, audit findings, legislative requirements, and performance data into practical recommendations and organizational action.
What you’ll do
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Lead the delivery of centralized tenancy management services through established corporate strategic plans and metrics, as identified in the Operations Agreement and developed by the General Manager/Chief Operating Officer, (i.e: pests, in unit inspections, common spaces, etc) and align standards with work breakdown structure and hours to complete tasks to ensure optimal staffing levels
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Develop, implement, and monitor policies, procedures, SOPs, and business processes that support consistent tenancy management practices across the organization.
Manage a team of union and non-union staff to deliver services that meet established standards, metrics and performance targets -
In collaboration with People and Culture, contribute to the resolution of labour relations matters including discipline, grievances and union partner relationship management
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Manage the Rent-Geared-to-Income (RGI) review process, rent calculation activities, and related program administration functions, including arrears management, RGI Review Body, vacancy management, InSitu application review, tenant/non-tenant and employee parking, eviction prevention and rent determination.
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Ensure compliance with applicable legislation, by-laws, standards and Service Manager requirements including, Housing Services Act, Residential Tenancies Act, and City of Toronto RGI Administration Rules, etc).
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Provide strategic advice and guidance on rent, arrears, litigation, tenant access, and related tenancy management issues.
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Translate Audit findings, compliance reviews, and risk assessments into management action responses and lead implementation of recommendations from start to finish.
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Analyze operational data, dashboards, and reports (including HoMES and Power BI) to identify trends, errors, revenue leakage, service delivery gaps, and root causes, and develop practical recommendations to address them.
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Prepare regular reports, performance measurement statistics, briefing notes, business cases, and executive-level recommendations to support strategic decision-making, and identify areas below standard with plans to address improvement.
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Manage the budget and ensure service delivery is aligned with budgetary requirements, including preparing or supporting business cases and funding proposals.
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Lead process improvement, modernization, and change management initiatives that strengthen operational consistency, tenant outcomes, and organizational performance.
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Develop and lead training curriculum, tools, and communications for frontline staff based on identified gaps, compliance risks, and performance data - including support for Tenant Services Coordinators, Clerks, Community Services Coordinators, Supervisors, and Managers - ensuring effective teamwork, high standards of work quality, and continuous learning.
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Build and nurture a culture of tenant-centric performance excellence through communication, coaching, and fair and equitable treatment of staff, while promoting a safe, respectful, diverse, and inclusive workplace.
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Provide advice and expertise on matters relating to services and local partnership development, particularly those tenants at risk of losing their housing including those with mental health or substance use issues, diminished capacity, physical or intellectual impairments, literacy or language barriers, a history of street homelessness, frail or isolated seniors and adults with special needs
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Implement and monitor city wide tenant support partnerships, initiatives, systems, policies and procedures
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Coordinate the ongoing evaluation of centralized tenant support partnerships and services; work with other business units to document data for evidence-based decision-making and business plan development
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Coordinate creative partnerships and joint service planning in collaboration with other managers, supervisors, and staff across service pillars and regions
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Manage and lead Tenancy Communication emails and communications to frontline staff and Tenant Services Coordinators.
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Adhere to established People and Culture policies and procedures.
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Support HOMES sustainment work and best practices, by proactively working with IT and local teams to troubleshoot issues and ensure participation by necessary tenancy management resources in the solution development and testing
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Proactively identify where process changes or new process will impact the configuration, data or reporting in HoMES and ensure that recommended changes are brought forward well in advance of process implementation.
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Develop and lead training on Tenancy Management processes connected to HOMES including the updating of training material and communications
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Proactively connect with colleagues and mangers to understand emerging longer-term needs of the HoMES solution and document those needs as business requirements and expected outcomes.
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Organize and manage, in partnership with ITS, the participation of tenancy management staff as required in the testing of enhancements, upgrades, reports, or any changes to HoMES, even if not initiated by tenancy management
What you’ll need
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Completed post-secondary education in Property Management, Business Administration, Operations Management, Social Services, Public Administration, Community Development or in a relevant discipline
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Minimum 5 years of progressive work experience in property management, social housing, public sector operations, social services, program administration, community development or related area
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Demonstrated business operations experience involving managing large budgets, developing metrics and standards, and aligning standards to service delivery expectations and Service Manager requirements.
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Proficient in strategic planning, development of business plans, creation of needs analysis, and implementation of process improvements and change management initiatives to manage more effectively the full scope of the tenancy
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Demonstrated ability to think strategically, analyze complex operational issues, identify root causes, and develop practical recommendations and action plans, including preparing briefing notes, business cases, and executive-level recommendations.
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Experience with annual rent reviews and knowledge of Rent-Geared-to-Income (RGI) administration, rent calculation, market rent strategies and principles, and the Housing Services Act, Residential Tenancies Act, and Service Manager RGI Administration Rules.
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Experience using data, reporting tools, dashboards, and business systems (such as HoMES, Power BI, or comparable platforms) to manage performance, monitor compliance, and identify risks.
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Demonstrated experience in the coordination of support services, preferably in a housing context
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Experience translating Audit findings, compliance reviews, and performance data into management action plans and leading implementation through to completion.
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Knowledge of the principles, practices and techniques related to the delivery and coordination of tenant and community programs including services for mental health and addictions, seniors, individuals with a history of homelessness and people with special needs
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Demonstrated ability to influence, engage, and collaborate with senior leaders, cross-functional partners, unionized staff, and frontline teams to drive organizational outcomes.
What’s next
Once you apply, we’ll review your resume and cover letter to determine if your skills and experience match the qualifications for the role. Only qualified candidates will be contacted to move forward in the hiring process. If you are contacted, the process will include an interview, written/practical test, and reference check.
INDS
