Gestionnaire, Services De Location Et De Bail

Join Us At The Ottawa Community Housing Corporation

Join us at the Ottawa Community Housing Corporation (LCO), where we are more than just a roof for approximately 33,000 tenants across more than 15,000 homes. As Ottawa's largest provider of social and affordable housing, ranking second in Ontario and fourth in Canada, we are committed to improving tenant wellbeing through partnerships with local service providers and support organizations.

At LCO, diversity and equal opportunity are at the heart of our corporate culture. We strive to reflect the vibrant communities of our city and have been honored as the best employer in the National Capital Region every year since 2018.

We are proud because every day we change things positively!

Together, we transform tenants' lives by offering more than just a roof, because we are here for them.

What We Offer

Joining LCO means making a significant difference every day. We offer opportunities to have a positive impact on your community in multiple ways. Recognizing that our employees are the strength of our organization, we offer competitive and comprehensive compensation and benefits, flexible work options, professional development opportunities, health and wellness programs, and more.

What We Are Looking For

LCO is currently looking for a dedicated lease and rental services manager. Under the direction of the senior lease and rental services manager, the lease and rental services manager is responsible for providing quality, responsive, and efficient lease administration services, as well as office administration processes and functions. The manager oversees rent and income reviews, unit rentals, tenant debt collection and resolution, and the provision of services supporting successful leases.

Role Of The Lease And Rental Services Manager

The manager plays a central role in creating a positive experience for tenants and delivering high-quality customer service. The manager oversees the operation of the assigned work unit, including financial resource management, general supervision and direction of assigned staff, and fosters continuous improvement.

As A Lease And Rental Services Manager, You Must:

• Manage the marketing, allocation, and leasing of vacant units to eligible individuals in accordance with legal requirements, policies, procedures, and relevant objectives.
• Manage processes related to lease administration, including income reviews, rent calculations, transfer requests and appeals, and internal reviews.
• Manage effective collection processes and proactive prevention and resolution of tenant debts related to rent, utilities, maintenance, and other charges.
• Manage processes and decisions related to lease termination and approve escalation of matters to the Residential Tenancy Board.
• Monitor, report on, and provide recommendations regarding at-risk leases.
• Monitor occurrences and ensure timely response to contacts and follow-ups.
• Monitor, investigate, and ensure response to tenant requests and complaints, referring to other resources as needed and ensuring appropriate documentation and timely follow-up.
• Engage with tenants and provide information, education, and support on a range of issues, initiatives, and community and business activities, contributing to a positive tenant experience through effective and compassionate tenant interactions and high-quality customer service delivery.
• Supervise the review and handling of fraud, waste, and abuse claims, assigning staff to review claims, escalating significant claims, and ensuring appropriate documentation.
• Support the development, implementation, and adherence to policies and procedures.
• Review, monitor, and make decisions for the allocation of grants based on enrollments and program constraints, including the removal of the grant.
• Ensure cross-functional collaboration among staff, including identifying and sharing best practices.
• Serve as the primary point of contact for designated partner agencies, ensuring appropriate review and response to requests.
• Support the preparation and management of the assigned budget, monitor expenditures, ensure timely validation and approval of expenses, and ensure cost control.
• Provide overall leadership and management of staff in the areas of responsibility, including assigning, supervising, and evaluating work, establishing work plans, priorities, and expectations, coaching, developing, and motivating staff, and ensuring effective service delivery.
• Identify, plan, and manage human resources needs for the assigned area of responsibility, including hiring, termination, discipline, investigations, and grievances.
• Manage the effective and efficient operation of the areas of responsibility, monitor, report on, and adhere to performance objectives and indicators, and foster continuous improvement.
• Supervise the effective procurement and management of contractors, consultants, and suppliers supporting service delivery.

What Awaits The Lease Administration Manager:

• A hybrid workplace with unique and changing daily tasks.
• Opportunities for growth and career development.
• Use your expertise to bring positive changes to communities in need.

What You Bring

Education and experience

• A university or college degree in public administration, social sciences, social work, or a related field.
• Minimum of five (5) years of related experience, including experience in operations management and team personnel management.
• Experience working in highly dynamic environments and managing multiple, changing priorities.
• Experience working with vulnerable communities and populations with complex needs.
• Experience in the housing sector is an asset.
• Experience managing staff in a unionized environment is an asset.
• Demonstrated knowledge of lease administration processes.
• Knowledge of project management and time management practices to effectively manage multiple projects and handle competing priorities.
• Knowledge of relevant community resources and networks to tenant needs.
• Knowledge of partnership development.
• Knowledge of conflict resolution and mediation strategies.
• Knowledge and understanding of social housing programs and income-based rental policies is preferred.
• Knowledge of LCO policies and procedures related to tenant selection, placement, and internal transfers.
• Knowledge of debt collection procedures.
• Knowledge of the Residential Tenancy Board's rules, practical guidelines, and directives.
• Knowledge of Word, Excel, PowerPoint, Outlook, database applications, and other standard business software.
• Understanding of the diverse needs, abilities, and social, economic, cultural, and other factors present in LCO tenant communities.
• Understanding of the values, vision, and mission of the Ottawa Community Housing Corporation and a commitment to support these objectives.
• Knowledge of applicable health and safety legislation, including the rights and responsibilities of workers and supervisors.
• Must be familiar with all applicable legal requirements, policies, procedures, and guidelines relevant to the work area.

Skills And Competencies