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Tenant Resolutions Officer

Job ID07-BA-96-27-C3-98
CompanyToronto Community Housing Corporation
Date Posted2019-11-08
Posted Until2019-11-17
Job TypeFull-time
Job CategoryMiscellaneous
Job DetailsView attachment
Important Note: Interested applicants are encouraged to apply to this opportunity from the careers section on the Toronto Community Housing website:

About Toronto Community Housing Corporation

Toronto Community Housing Corporation (“TCHC”) is the largest social housing provider in Canada and the second largest in North America. We are wholly owned by the City of Toronto and operate in a non-profit manner. TCHC has 2,100 buildings in more than 100 city neighbourhoods. We are an essential part of the City of Toronto's fabric and social system.

TCHC provides homes to nearly 60,000 low and moderate-income households. Our 110,000 tenants come from many different backgrounds with a diversity in age, education, language, mental and physical ability, religion, ethnicity and race. Our nearly 2,000 employees work to achieve our vision of quality homes in vibrant communities where people are proud to live and work.

We are committed to providing equal opportunity to all employees and strive to create a diverse workplace that reflects the cultural mosaic of our great city and the communities we serve. We recognize the value that comes from 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 on our mission to provide clean, safe, well-maintained, affordable homes for tenants.

Make a difference

The Tenant Resolutions Officer (TRO), in partnership with the General Manager and Assistant General Manager, is responsible for providing support to front line teams in each of the four service pillars (cleaning, maintenance, tenancy management and community safety and support). This role will deal with complex and exceptional issue escalation that impact both individual tenants and communities as a whole.

What you’ll do

• Report to the Chief Operating Officer (COO)
• Respond and resolve complex tenant and community concerns
• Identify gaps in programs and oversee the development and delivery of programs, systems and procedures to address these gaps
• Collaborate closely with various TCHC stakeholders, external agencies, and partners to resolve complex and unique social tenancy management and community issues that face TCHC Tenants
• Advocate for tenant-centric outcomes by guiding and directing the service delivery of tenant files within an established legislative and policy framework
• Create a positive and productive working environment to support a diverse team and promote a culture of tenant centric customer excellence

What you’ll need

• University Degree/college diploma in Social Work, Business, Public Policy or Social Sciences or an appropriate combination of experience and education
• Public sector experience is preferable
• Knowledge of social housing legislation and guidelines and social housing services
• At least seven years of experience and knowledge of case management, challenges of working with vulnerable populations; and principles and practices related to tenancy management.
• Ability to think strategically and develop creative solutions for challenges facing the organization and public sector industry.
• Ability to deal with conflict and understand different perspectives to reach a resolution
• Ability to communicate effectively with stakeholders and build relationships
• Work collaboratively with others to guide a diverse team in an inclusive environment
• Ability to deal with conflict and understand different perspectives to reach a resolution

What’s next

Once you apply, we’ll review your resume and contact you if we believe your skills and experience will make you successful in the role. If you are selected to move forward, the process may include an interview, written/practical test, and reference check.

IMPORTANT NOTE: First round interviews are scheduled for November 25 to 29 and second round interviews are scheduled for December 2 to 6, 2019. Candidates who are selected for these interviews must be available during these dates otherwise they will no longer be considered for this opportunity.

Benefits/work perks

In addition to a competitive salary and a rewarding career where you can truly make a difference, we offer a comprehensive benefits package that meets the various needs of our diverse employees, including:
• Three weeks paid vacation and two personal days
• Defined Benefit Pension Plan
• Health and Dental Benefits including Healthcare Spending Account
• Employee Assistance Plan
• Maternity and Parental Leave Top Up
• Fitness Membership discount
• Annual Tuition Reimbursement
Salary$120,160.75 - $180,236.00 (Hiring Range: $120,160.75 - $150,193.25)
OtherAccessibility for Applicants

Toronto Community Housing is committed to equity in employment. Our goal is a diverse, inclusive, and barrier-free workplace that reflects the communities we serve.

We will provide reasonable accommodation to applicants with disabilities at all stages of the hiring process in accordance with the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act, 2005, and Toronto Community Housing’s Accessibility Policy.

If you are a person with a disability and need the job posting in an alternative format or any other accessible accommodations during the hiring process, please email your request to our Human Resources department at or call our accessible accommodations line at 416-981-4119. Please refer to the job requisition number when you contact us.
How To ApplyImportant Note: Interested applicants are encouraged to apply to this opportunity from the careers section on the Toronto Community Housing website: