Toronto Seniors Housing Corporation (TSHC) provides subsidized rental housing in a state of good repair for approximately 15,000 low- and moderate-income seniors in 83 buildings across the city. Our mandate is to enable TSHC tenants to age at home in comfort and dignity with access to programs and services and with a voice in their community. With a focus on the unique needs of seniors, we are committed to being a leader in the delivery of quality, affordable housing for seniors. Our commitment includes engaging and collaborating with our tenants, our staff, and our partners towards providing excellent service for the well-being of tenants.
We are a values-based organization committed to respect, inclusion, accountability, and innovation. Do you enjoy working as part of a team with a passion for providing excellent service? If so, consider this opportunity with Toronto Seniors Housing Corporation where you can make a difference.
In addition to training and career opportunities, we offer a comprehensive compensation package including :
Health and dental benefits.
Defined benefit pension plan.
Three (3) weeks paid vacation, increasing with years of service.
Four (4) personal days each year
Employee & family assistance plan.
Maternity and parental leave top-up benefit.
Tuition reimbursement program.
Fitness membership discount.
This posting is for a current temporary. Applicants may also be contacted for other similar vacancies that become available.
Position Summary
Reporting to the Manager, Business Operations and Compliance, the Intake Specialist administers tenant requests for priority transfers from intake through to decision and unit offer. The Intake Specialist is expected to exercise sound judgement and procedural fairness in all decision making through adherence to the Tenant Transfer Policy, the Human Rights Code, and all other applicable legislation and by-laws.
Responsibilities
- Provide case management for a high volume of tenant requests for priority transfers from intake through to decision making and unit offer within tight timelines and with competing priorities.
- Coordinate meetings with tenants in a timely manner and in locations that accommodate tenants’ needs.
- Actively support tenant applications through interviewing tenants, staff and stakeholders to understand the circumstances that the tenant is facing.
- Manage relations with and mediate between tenants, staff and external stakeholders (e.g. TPS, medical professionals) on behalf of the tenant to gather documentation to support their application.
- Identify elevated tenant needs and make referrals where intervention may be required.
- Make decisions on priority transfer applications based on the documentation submitted by tenants, staff and external stakeholders.
- Create detailed decision letters for transfer applicants documenting the request outcome, including the rationale for approval or denial in accordance with the Tenant Transfer Policy.
- Identify the most appropriate transfer location for applicants through comprehensive needs assessments of applicants and based on available vacancies, and make transfer offers to approved applicants.
- Manage and track multiple cases concurrently and ensure decisions are made according to established service levels and timelines.
- Ensure all cases receive procedurally and substantively fair adjudication, and that all decisions are made in accordance with relevant policies, procedures, legislation and by-laws.
- Work with tenants in a variety of crisis circumstances to ensure their individual needs are met and accommodated through their transfer to a new unit.
- Perform procedural reviews of applications to ensure applications are treated procedurally and substantively fair.
Qualifications
- Five (5) years of experience in conducting comprehensive needs assessments and case management from initial intake to final decision.
- Post-secondary education or equivalent experience in social work, sociology, psychology, counselling, or other relevant field.
- Demonstrated knowledge of the Human Rights Code, City of Toronto by-laws, TSHC policies, and housing related legislation.
- Demonstrated experience interacting with vulnerable tenants and populations.
- Proven ability to interact effectively with and engage a variety of stakeholders including: tenants, staff, Toronto Police Services, healthcare providers, etc.
- Excellent listening, problem solving, conflict resolution and mediation skills.
- Strong ability to write reports and decision letters clearly, concisely and accurately, and deal with confidential information.
- Excellent interpersonal, oral, and written communication skills combined with client relationship skills.
- Organizational skills to prioritize work and handle multiple assignments within deadlines in a high volume, high pressure environment.
- Strong analytical skills and proven ability to gather information, interpret facts and evidence while appropriately applying policy and relevant legislation.
- Demonstrated judgement to fairly adjudicate requests.
- Ability to utilize crisis intervention skills to obtain information in emergencies, assess situations, and respond appropriately.
- Demonstrated strong commitment to providing a high level of tenant and customer service and respecting diverse cultures.
- Ability and sensitivity in providing respectful service to a diverse population (age, race, language, gender, sexual orientation, culture and disability).
- Knowledge of a broad range of social, health and community services.
- Proficiency in MS Office with emphasis on Outlook, Word, Excel and Powerpoint
- Ability to use various software packages that support the business practices (e.g. Yardi, CORA, etc.).
- Other Requirements - All successful candidates will be required to complete the SOAR Osgoode PD Certificate in Adjudication from the Society of Ontario Adjudicators and Regulators. Prior successful completion of this course would be considered an asset.
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.
We use automated (AI-based) systems to screen, assess, or select applicants; human oversight is applied to all AI generated decisions.
Pay: $53.13 per hour
Benefits:
- Dental care
- Employee assistance program
Work Location: Hybrid remote in Toronto, ON M5B 1T2
