Job Title: Team Lead, Opening Doors Durham (ODD)
Department: Housing
Reports To: Manager, Housing
Hours of Work: 8:30 a.m. – 4:30 p.m.
Application Deadline: September 1, 2026
Job purpose
The Team Lead, Opening Doors Durham (ODD) reports to the Housing Manager and is responsible for supporting the coordination of the day-to-day operations of Landlord Engagement and Housing Retention within the Housing Department, while leading the functions associated with the Opening Doors Durham program.
The incumbent monitors workflow, identifies operational issues, supports process improvements, and works collaboratively with staff to resolve challenges and ensure a high level of service to clients. The Team Lead provides guidance on complex cases escalated by staff, delegates and monitors assigned tasks, and ensures that program referrals are reviewed and processed in a timely manner. The position also responds to inquiries from staff and community partners related to the ODD program.
The incumbent provides support to landlords and clients participating in the ODD Program to help create and maintain housing opportunities within the private rental market. The Team Lead also supports collaboration between ODD and other housing retention programs to strengthen long-term housing stability.
In addition, the Team Lead ensures that clients participating in the Opening Doors Program are connected to appropriate services and resources throughout Durham Region and have the knowledge, skills, and supports necessary to establish responsible tenancy practices and maintain their housing over the long term.
The role consists of approximately 80% functional leadership responsibilities including coordination, supervision, and overseeing service delivery and 20% direct front-line service delivery.
Company Overview
Community Development Council Durham (CDCD) is an independent, not-for-profit social planning organization that has been working to enhance the quality of life for individuals, families and communities in Durham for 55 years. We organize a variety of research, community development and social planning initiatives as well as administer and deliver front line social service programs. Please visit us at www.cdcd.org for more information.
Duties and responsibilities
Leadership & Professional Conduct
- Demonstrate patience, empathy, and active listening in interactions with team members, landlords, clients, and partners, especially in high-pressure or sensitive situations.
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Represent the agency professionally in all internal and external interactions, including with community partners, funders, landlords, clients and other stakeholders.
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Uphold and model the agency’s Code of Conduct, exercising sound judgment and discretion in decision-making, conflict resolution, and leadership practices.
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Attend monthly Team Lead meetings to contribute to strategic discussions, share updates, and collaborate on cross-functional initiatives.
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Handle sensitive information with discretion and maintain strict confidentiality in all aspects of leadership and team management.
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Promote a high-functioning teamwork environment that is inclusive, harmonious, cooperative, efficient and productive.
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Participates in promoting a positive workplace culture through agency committee membership and departmental activities.
Staff Training & Support
- Model effective team leadership to all staff by fostering an environment that is welcoming, and where everyone contributes to continuous innovation and improvement.
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Effectively and professionally direct, support, motivate and coach staff that work from varying itinerant locations.
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Ensure all necessary tools and resources are available to staff and utilized to operate effectively in an outcome measurement environment.
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Review workflow and improve processes to support staff to maintain established service standards and customer service excellence.
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Lead and facilitate the ODD team’s bi-weekly case conferences.
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Explore and recommend opportunities for professional development and learning from peers as team members share best practices, discuss complex cases, and receive feedback on their approaches.
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In collaboration with the Manager, coordinate the on-boarding process for new team members and participate in their orientation and training.
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For HIFIS training, coordinate with LEAP and Housing Data Integrity Worker to maintain an up-to-date list of team members requiring training, ensuring timely scheduling and completion.
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Support and guide team members in raising and escalating concerns or complaints received related to the ODD program to the manager.
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Work with team members to ensure all files for ODD programs are scanned and saved in the Drive.
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Ensure accurate and timely documentation on HIFIS for entries related to gift cards or other forms of monetary support issued to clients and ensure that team members are scanning and securely saving all related documentation in the designated internal folder
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Accompany retention workers during crisis situations to provide leadership support, ensure staff safety, and assist in de-escalation when needed.
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Provide guidance and support to team members when handling Landlord and Tenant Board (LTB) hearings. Attend hearings when necessary to assist staff and ensure accurate representation of client cases.
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Support Landlord Engagement Specialist (LES) team in responding to, and handling eviction notices.
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Assist and support the LES and Housing Retention team in addressing and conducting unit inspections or other matters related to city by-laws.
Direct front-line service delivery and case management (20%)
- Process approximately 20% of all Opening Doors Durham referrals while overseeing the timely distribution, assignment, and monitoring of referrals among the Landlord Engagement Specialist (LERS).
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Maintain a dedicated caseload focused on landlord engagement and/or client retention within ODD program.
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Provide support to clients by assessing possible multi-disciplinary needs, including housing, income support, emotional counselling, safety and protection, and legal. Services are to be delivered inclusively and equitably, unless safety considerations necessitate otherwise.
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Conduct holistic client intake, assessment, case planning, service follow-up, referral and advocacy.
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Assist clients to secure income support wherever and whenever possible.
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Assist clients to maintain their housing (eviction prevention) or assist clients to find other housing wherever and whenever possible.
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Provide clients with education on tenant rights, life skills training or other information that will assist with the client’s overall well-being
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Meet and assist clients throughout the Durham Region to help them complete applications such as Housing Stability, LEAP, OESP, income support, etc.
Qualifications:
- Demonstrated 3-5 years of relevant supervisory experience in a community-based housing or related agency, working with diverse teams and stakeholders
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Completion of a college diploma or undergraduate degree in Social Work or other relevant discipline
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At least 2+ years in leading projects and teams in executing project deliverables
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Demonstrated understanding of the housing sector’s intersection with other sectors and issues being faced by people experiencing and people who are at-risk of experiencing homelessness
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Knowledge of and experience using HIFIS is preferred
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Proven ability to work with landlords and landlord associations is required
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A demonstrated understanding of anti-oppression, anti-racism, trauma-informed and gender-equity frameworks, social change and cultural competency is required
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Extensive knowledge of community-based resources and government agencies for low-income people, including income through Ontario Works, Ontario Disability Support Program, Old Age Security
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Practical knowledge of best practices in the housing sector, the Landlord and Tenant Act, the Residential Tenancies Act, the Housing Services Act, and all other relevant legislation
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Strong mediation, problem-solving and advocacy skill
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Proven ability to understand, map, and improve workflow and processes
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Advanced time management skills, attention to detail and ability to meet deadlines
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Strong computer literacy (i.e. word processing, database management, internet and email) and experience working in online environments with web-based tools
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Excellent oral and written English communication skills; second language is an asset
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Training in nonviolent crisis intervention (CPI), Suicide intervention (ASIST), and standard first aid, or a commitment to obtaining those requirements within six months of being hire
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Demonstrated experience in writing reports and communicating project outcomes
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Legally permitted to work in Canada
Competencies and desired behaviors:
- Professional and polished demeanor, with excellent communication skills
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Strong work ethic, integrity, and ability to build trust and rapport.
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Must have a superior level of integrity and demonstrated ability to work with confidential and sensitive information.
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High-level attention to detail and takes personal pride in work performed.
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Maintains flexibility and performs well under pressure.
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Demonstrates a high degree of initiative and judgment.
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Highly motivated, dynamic, proactive and forward-thinking individual with exemplary interpersonal skills
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Team player who is positive, professional and experienced in working with at-risk clients
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Ability to coach and mentor team members working in varying locations.
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Able to work both independently and within a team context.
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Capable of effectively managing stressful situations in a fast-paced environment
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Highly motivated, organized with strong time management skills and the ability to handle multiple projects concurrently and meet tight deadlines.
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Responds to stressful situations in a calm, collected and professional manner
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Demonstrates the ability to deal effectively with a variety of people and resolve conflict when necessary.
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Strong decision-making ability and keen attention to detail
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Must be proactive, resourceful, and possess the ability to resolve complex client concerns.
Additional Requirements
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Must provide valid criminal records check prior to commencing employment.
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Will need to be flexible regarding assigned work hours and location.
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Be physically able to function effectively in an environment that includes both a normal office and duties being carried out in an external setting
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A valid Ontario driver’s license (Class G), use of a vehicle and insurance with the ability to work in a variety of settings.
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Able to lift up to 20 lbs. Prolonged sitting is required.
This job posting relates to an open vacancy . The recruitment process does not involve artificial intelligence or automated decision-making. All candidate assessments and hiring decisions are conducted by human reviewers.
APPLICATION PROCESS: Applicants are requested to submit their resume and a cover letter outlining their strengths, experience and aptitude to fulfill the position requirements.
CDCD thanks all applicants for their interest; however, only those asked for additional information and/or selected for an interview will be contacted.
CDCD is committed to providing equal opportunity to all employees. We strive to create a diverse and inclusive workplace that represents the cultural mosaic of the Durham Region and the communities we serve. We recognize the value that comes from the different viewpoints, unique experiences and diverse perspectives of our employees, who bring fresh, new ideas to our business. Diversity plays a key role in our ability to deliver our mission.
CDCD is strongly committed to diversity and inclusion within its community and encourages applications from Indigenous peoples, racialized persons/persons of colour, persons with disabilities, women, 2SLGBTQIA+ persons, and others who may contribute to fostering innovative ideas and solutions.
As an employer, CDCD has a duty to accommodate potential candidates throughout the hiring process in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005.
