JOB ID #31236: Tenant Services Coordinator - RE: POST

Hamilton Insurance Group, Ltd.; Hamilton; On-site; CAD 55,000 - 65,000; Full time

Job summary

A local government agency in Hamilton is seeking a Tenant Services Coordinator to enhance tenant experiences and coordinate support services. The role involves managing tenant relations, addressing complaints, and facilitating access to community resources. Ideal candidates should have a background in social services and excellent interpersonal skills.

Benefits

Health and safety compliance

Inclusive and barrier-free recruitment processes

Qualifications

• Knowledge of social services and experience with vulnerable populations.
• Experience with tenancy management and needs assessments.
• Strong writing skills for reports and summaries.

Responsibilities

• Provide high-quality tenant services and support.
• Conduct needs assessments and make referrals to services.
• Manage tenant complaints and resolve conflicts.

Skills

Teamwork and collaboration

Crisis intervention

Time management

Conflict management

Customer service

Education

Two-year College Diploma in Social Service or related field

Tools

Property management applications

Case management software

Job description

Overview

Contribute to the City of Hamilton, one of Canada’s largest cities with a diverse and strong economy. Join our diverse team of talented staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

Job Details

• Job ID #31236: Tenant Services Coordinator (8 vacancies)
• Union: CUPE 5167
• Job Description ID #:
• Close date: Interested applicants please submit your application online at www.hamilton.ca/city-council/jobs-city by 4:00 p.m. on October 1st, 2025.
• Internal applicants should apply with your work e-mail address. External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.

Responsibilities

Reporting to a Supervisor, Tenant Services, the Tenant Services Coordinator (TSC) provides a high-quality tenant experience through tenant services and supports. The TSC is the primary point of contact for tenants throughout their tenancy and focuses on building relationships to ensure access to services and supports. The TSC supports tenants from initial tenancy (lease signing and acclimation to the community and available resources) and throughout by understanding needs and vulnerabilities. The TSC provides direct support, manages difficult tenant issues with sensitivities and tact, and coordinates access and referrals to internal staff or third-party supports as needed.

GENERAL DUTIES

• Provides tenant support and manages individual tenant cases. Provides conflict resolution or mediation and develops personal safety plans with the Community Safety Liaison (CSL).
• Conducts tenant needs assessments, referrals to internal resources, community programs or services and other interventions as required.
• Responsible for tenant complaint resolution within their portfolio as per CHH’s Complaints Policy. Follows up on tenant complaints and incidents of anti-social behavior. Meets with households and refers to Community Wellbeing team and/or escalations for legal action. Actions charges backs to tenants when tenant damage has occurred.
• Proactively identify tenants in need of supports or additional resources and makes initial referrals to available resources, including local health agencies, food security, counselling, home care, etc.
• Identifies tenants in need of more intensive or time-dedicated supports for referral to the Intensive Case Workers or community resources. Follows up with community organizations as required, e.g. CAS, hospitals.
• Leads in coordinating responses to tenant inquiries and/or responds promptly and collaboratively to assist with the resolution of tenant issues escalated to leadership. Responds to parking complaints in coordination with Building Service Coordinator.
• Organizes and participates in regular internal integrated meetings to ensure tenants’ issues are identified, addressed, and resolved across all teams in CHH.
• Ensures tenants are aware of their rights to review certain processes and the legal resources available to them through community legal clinics for Landlord Tenant Board (LTB) matters.
• In coordination with Building Services Coordinator, responds to By-Law Violations including trespasses and serious incidents by calling emergency services as necessary.
• Works on-site with office hours, conducts home visits and annual unit inspections.
• Supports the tenant through the lease signing or transfer process and provides orientation to the community, organizational structure and supports available to the tenants.
• Assists tenants with coordination of move-in with Building Services Coordinator.
• Supports tenants with requests for unit modifications or transfer requests.
• Creates and delivers tenant communications including letters and notices.
• Works with Tenant Administration Representative to identify and follow up with households who have rental arrears following approved eviction prevention policies. Responsible for collecting arrears.
• Works with tenants to negotiate and sign repayment agreements in accordance with policies and/or facilitates application for funding opportunities to address arrears.
• Maintains accurate tenant files and logs/records all actions taken in applicable systems (Northgate, Asset Planner, etc.). Prepares monthly reports and control sheets.
• Ensures strict confidentiality of all information received. Ensures all information is accurate and up to date.
• Deals with family and follows up with Power of Attorney or Next of Kin as required upon death of a tenant. Ensures file is closed.
• Assists Community Wellbeing team, as needed, in supporting tenant or community engagement events and activities.
• Works with Paralegals to inform legal notices and legal escalations to LTB.
• Authorizes and attends evictions for arrears and social incidents. Provides community information to departing tenants. Attends Landlord and Tenant Tribunal as required.
• Works in accordance with applicable health and safety legislation and City policies and procedures related to occupational health and safety.
• Performs other duties as assigned which are directly related to the major responsibilities of the job.

Qualifications

1. Demonstrated knowledge of social services, human services or related field normally obtained through a two-year College Diploma or a Degree in Social Service Worker, Social Work or related discipline with experience in the social housing sector, working with diverse and vulnerable populations. Certified Property Management or AIHM is asset.
2. Strong sense of teamwork and collaboration, with ability to facilitate, coordinate, refer, and liaise with internal and external stakeholders.
3. Significant experience with tenancy management, support and needs assessments.
4. Ability to recognize situations requiring interventions including mental health issues, substance use, unit conditions, etc.
5. Highly developed organizational skills with excellent time management and ability to multi-task.
6. Solid de-escalation and crisis intervention skills. Proven conflict management, resolution, and negotiation skills.
7. Proven organizational and administrative skills. Ability to prioritize and manage high volume of work with minimal supervision.
8. Excellent writing skills with ability to synthesize information into clear and concise reports and summaries.
9. Awareness of Diversity, Equity and Inclusion principles and practices and experience working with a social determinants of health perspective.
10. Awareness of available housing, health and social services.
11. Knowledge of housing legislation, Landlord and Tenant Board, Human Rights Code, and the Mental Health Act.
12. Strong customer service and communication skills, both written and verbal.
13. Proficient in using computer applications, including property management applications, case management software.
14. Reliable transportation required on the job.

Other

The incumbent shall comply with all health and safety policies and practices for this position and the workplace.

Disclaimer

Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure information provided is accurate. Falsification of information provided may be grounds for disqualification and, for internal applicants, may be subject to discipline up to termination.

Terms

The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources to make appropriate arrangements.