Tenant Support Coordinator – Senior Living

Perley Health is a unique and innovative community that empowers Seniors and Veterans to live life to the fullest. Home to more than 600 Seniors and Veterans in long-term care and in independent apartments, Perley Health provides a growing number of clinical, therapeutic and recreational services to residents, tenants and people from across the region.

One of the largest and most progressive long-term care homes in Ontario, Perley Health is also a centre for research, education, and clinical innovation. Our Centre of Excellence in Frailty-Informed Care conducts and shares the practical research needed to improve care. Future caregivers come here to study and to acquire hands-on skills and experience.

PerleyHealth's values are brought to life each day by our over 800 employees. And more than 400 regular volunteers connect us closely with the community. Together, we improve the well-being of Canada's aging population.

We are embarking on a multi-year growth strategy, and are seeking an experienced

Tenant Support Coordinator – Senior Living

Full-Time

Summary of Duties:

Senior Living is one the first steps in the continuum of care at Perley Health. This role focuses on attracting and retaining tenants while serving as a liaison and resource throughout their care journey.

The Tenant Support Coordinator supports Perley Health's Mission to promote the health, safety, and well-being of seniors and Veterans who are tenants within Senior Living, guided by our values of compassion, respect, integrity, and excellence.

Reporting to the Manager of Community Programs, the Coordinator balances financial goals with quality-of-life priorities, fostering positive tenant relations through excellent service and administration. The role also develops and delivers programs to retain current tenants and attract new ones, enhancing the overall experience in Senior Living.

Duties and Responsibilities:

Leasing/Acting Landlord Responsibilities

• Responsible to fill vacant units alongside the interdisciplinary team in a timely manner to limit vacancy and revenue loss in accordance with coordinated access policies and procedures.
• Liaison with the Manager, Community Programs to resolve any tenancy concerns and disputes.
• Screen and complete all lease applications and make recommendations for approval, collaborating with partners as necessary.
• Completing an annual review of leasing documents and financial structure to ensure they are up to date as per most recent legal and market standard.
• Oversight of all aspects of the rental process, including but not limited to: coordinating with the City of Ottawa for the waitlist on various affordable housing units, managing the internal market rental waitlist, coordinating viewings and tours, the move -in process, assistance during tenancy, and move -out process.
• Coordinate with interdisciplinary departments to ensure they have the knowledge and education on the Residential Tenancies Act, as it applies to their role.
• Responsible for ensuring tenants are aware of and follow risk management activities such as building, fire and safety legislation/policies.
• Investigate, document and report incidents involving injury or property damage.
• Manage guest and visitors according to building policy.
• Extensive understanding and knowledge of the Residential Tenancies Act (RTA)of Ontario.

Business Administrative Management

• Align rent structure with current market conditions in consultation with Support Services and liaise with department leadership.
• Prepare and present reports relating to tenants, agencies, vacancies or other related information.
• Gather and maintain data collection regarding leasing and services.
• Provide explanation, insights and recommendations on any trend relating to tenancies including but not limited to turnover and vacancies.
• Collaborates with the finance department to ensure a clear process for the tenant financial process.
• Maintains reports on various tenant demographics.
• Maintains reports and data on services offered internally and externally to tenants as it relates to maintaining their housing.
• Establish, review and/or update applicable policies, procedures as required by the program and align with branding.

Customer Service/ Tenant Support

• Develop and maintain positive and effective relationships with tenants, community partners, staff and external stakeholders.
• Be the first point of contact for tenant's and community partners for all tenancy matters, encouraging resolutions before these are escalated.
• Work with community partners to assist tenants in problem solving housing stability challenges, health challenges, hoarding, and socialization behaviours.
• Assist with identifying and accessing internal/external resources including income security and benefits, support program services, health services and other relevant resources for tenants; such as, Social Assistance, Ontario Disability Support Program, Family and Children's Services, Canadian Mental Health Association, The Office of the Public Guardian and Trustee etc.
• Work with Assisted Living Services (ALS) Care Coordinator and community partners regarding any tenant who may require extra support to remain successfully housed.
• Collaborate with the Support Services team for any maintenance and housekeeping and perform regular follow ups with tenants to ensure customer satisfaction with services.
• Work with the Manager of Community Programs to develop program evaluation tools and action plans to strive for continuous improvement.

Promotional Activities

• Collaborate with the marketing and communications team to lead preparation and implementation of promotional and advertising strategies, plans and objectives for marketing the Senior Living program
• Stay informed and attend meetings as needed to update brand and promotional materials for Senior Living.
• Collaborate with the Perley Health Foundation for fundraising opportunities for Senior Living programs.

Tenant Engagement

• Establish together with internal and external stakeholders an engagement -based strategy that keeps tenants. engaged, active and combats social isolation.
• Work with tenants to fulfill their tenant obligations (pay rent, keep units clean, get along with neighbors).
• Explore funding opportunities (internal and external resources) to offer holistic approach to senior living.
• Develop regular tenant communications to keep tenants informed of their community.
• Develop monthly newsletters and calendars of events to keep tenants informed.
• Review daily logs and update tenant files as needed.
• Lead Tenant Council on a monthly basis, alongside tenants within Senior Living.
• Follows principles of PHIPA.

Education & Experience:

• 2-year College Diploma or Bachelor's Degree in Social Services, Marketing or Business Administration or equivalent related fields.
• Knowledge of the Residential Tenancy Act of Ontario and the Landlord and Tenant Board processes
• Property Management & Administration certificate preferred or equivalent experience.
• Knowledge of the housing continuum as it relates to seniors and the aging process
• Knowledge of the Assisted Living Services Program is an asset
• Working Knowledge of pertinent provincial and federal legislation and guidelines related to mental health, income support programs, employment and training such as Housing Services Act, the Residential Tenancies Act, social assistance legislation (Ontario Works and ODSP), Municipal Freedom of Information and Protection of Privacy Act; Familiarity with municipal policies and procedures, as well as local community agencies and service providers is an asset.

Skills & Competencies:

• Proven ability to provide supports to people experiencing and/or at risk of homelessness, with mental health concerns as demonstrated through experience in supportive housing, community mental health or homelessness prevention and/or related fields such as addictions, family violence, criminal justice.
• Demonstrated understanding of mental health conditions, impacts and treatment, and relationship between mental health and housing insecurity/homelessness; Familiarity with concurrent disorders and local addiction-treatment providers, as well as the social determinants of health is an asset.
• Self-starter with the ability to organize and prioritize work in order to meet competing deadlines and to manage an ongoing tenant caseload;
• Creativity, adaptability, and ability to work independently and as an active team member as required.

Please forward your resume and cover letter, outlining your background and experience with each key responsibility to be considered for the role.

We thank all candidates for applying; however only those candidates selected for an interview will be contacted. No phone calls please.

For candidates selected for consideration, Perley Health, upon request, will make reasonable accommodation for any disability-related needs with respect to the recruitment process and materials.