Manager Intake and Operations

Dixon Hall; Toronto; On-site; CAD 80,000; Full time

Job summary

A community service organization in Toronto is seeking a Manager, Intake and Operations. This full-time role involves providing leadership and oversight in tenancy administration at a Rent-Geared-to-Income supportive housing site. The ideal candidate will have a degree in social sciences and substantial experience in social services, particularly within a unionized environment. Key responsibilities include managing intake processes, ensuring compliance with agency policies, and fostering collaboration with Property Management for effective tenant services. Competitive salary of $80,000 CAD annually offered.

Qualifications

• Minimum five years of experience in social services, preferably with stable tenancy.
• Minimum three years of management experience in a unionized environment.
• Broad knowledge of social housing and relevant legislation.

Responsibilities

• Provide leadership for intake and operations at RGI housing site.
• Oversee tenancy administration and ensure high-quality tenant experiences.
• Monitor occupancy rates and report to the Senior Manager regularly.

Skills

Leadership and oversight

Tenancy administration

Collaboration

Problem solving

Organisational skills

Client relationship management

Data management

Crisis management

Education

Post-secondary degree in social sciences

Experience in social services

Experience managing in a unionized environment

Tools

EMHWare

Yardi

Job description

Employment Type: Full-time (Permanent)

Department: Housing Services

Union: Excluded

Salary: $80,000 CAD annually

File #: 26-HS-03 (1 OPEN)

Posting Date: January 29, 2026

Posting Close: February 11, 2026

Reason for vacancy: New Position

Position Summary

Reporting to the Senior Manager, Housing Services, or such other persons as deemed necessary by the agency, the Manager, Intake and Operations, is responsible for providing leadership and oversight of intake, tenancy administration, and day-to-day operations at a Rent-Geared-to-Income (RGI) supportive housing site. The role ensures effective program delivery, operational excellence, strong collaboration with Property Management, and consistent, high-quality tenant experience in alignment with funder requirements, Coordinated Access policies, and agency standards.

Duties and Responsibilities

Program Leadership

• Provide leadership and oversight for intake, tenancy administration, and operational functions, ensuring alignment with agency policies, Coordinated Access requirements, and RGI legislation.
• Oversee program delivery related to intake, unit allocation, and tenancy processes, ensuring transparency, equity, and compliance with Coordinated Access and City of Toronto standards.
• Supervise and support the Tenancy Coordinator and oversee front desk staff, community workers, and contracted security services to ensure coordinated, tenant-centered service delivery.
• Serve as the primary point of contact for low-support tenants, ensuring timely responses to concerns and proactive tenancy management.
• Ensure consistent service standards and positive tenant experience across all operational and intake-related functions.
• Lead the management of complex operational, tenancy, and tenant related escalations, applying trauma-informed, harm reduction, and brisk management principles.
• Strengthen collaboration and communication between Supportive Housing staff and Property Management to ensure seamless operations and shared accountability.
• Manage program budgets related to intake, operations, and tenancy administration, ensuring fiscal responsibility and adherence to funding guidelines.

Reporting

• Attend regularly scheduled meetings with the City of Toronto’s Coordinated Access team to report on occupancy, vacancies, and prospective tenancies.
• Oversee and ensure the accurate completion and submission of EVF, VNF, and HOF submissions, occupancy reports, and other required funder and system-level reporting.
• Monitor unit turnover timelines and occupancy rates, identify trends, and implement strategies to reduce vacancies and improve efficiency.
• Provide regular operational and intake reports to the Senior Manager, Housing Services, including risk issues, emerging trends, and performance indicators.

Housing Support

• Collaborate with the Manager, Case Planning and Support on eviction prevention strategies, arrears management, and formal eviction procedures when required.
• Support staff in addressing tenancy challenges, including neighbour conflicts, building-related concerns, and breaches of leases.
• Ensure tenant-related decisions are made in accordance with RGI legislation, agency policies, and best practices in supportive housing.

Operations, Unit Turnover, and Property Management Liaison

• Oversee unit turnover and occupancy processes, ensuring units are turned over efficiently and in coordination with Property Management and intake timelines.
• Liaise regularly with Property Management regarding maintenance issues, building operations, unit entries, health and safety concerns, and capital or operational issues affecting tenants.
• Address tenancy-related issues involving low-support tenants in collaboration with Property Management, ensuring timely resolution and clear communication.
• Participate in planning and response to building-wide issues, emergencies, or operational disruptions impacting tenants and staff.

Administrative / Liaison

• Maintain accurate and up-to-date tenant files, statistics, and operational records in accordance with agency and funder requirements.
• Ensure tenant data is accurately entered and maintained in EMHWare and Yardi systems.
• Attend department, site-based, and agency-wide meetings as required.
• Prepare case records, statistical reports, budget tracking, and other administrative documentation as required.
• Ensure confidentiality, privacy, and data integrity in all administrative and reporting functions.
• Administer payroll processes, including reviewing and approving employee timecards, approving leave and time-off requests.

This job description does not represent a complete account of the duties and responsibilities of the job but rather a summary of those duties and responsibilities in effect at the time of writing. The role and its responsibilities will evolve as the Agency grows and develops to meet community and client needs. Future responsibilities will include such duties as assigned in keeping with the developing nature of the job.

Qualifications

• Post‑secondary degree in social sciences or equivalent combination of education and experience.
• Minimum five (5) years of experience in social services, preferably with people who have difficulty maintaining a stable tenancy.
• Minimum three (3) years of experience managing in a unionised environment.
• Experience working in a Rent‑Geared‑to‑Income (RGI) and Supportive Housing environment preferred.
• Experience with EMHWare and Yardi is considered an asset.
• Broad knowledge of social housing, services to people experiencing homelessness, the social services system in Toronto, and relevant legislation.
• Demonstrated experience in staff management and development.
• Strong organisational and administrative abilities, proficient in a variety of computer applications.
• Strong decision‑making and problem‑solving abilities.
• Demonstrated capacity to operate under pressure.
• Ability to develop and maintain excellent relationships with community organisations and networks.
• Superior organisational, analytical, and problem‑solving skills. Ability to manage multiple projects and deadlines, prioritise, and take initiative.
• Self‑directed and independent, as well as proven experience in working effectively as an inter‑disciplinary team member and in collaboration with other professionals.
• Strong written and verbal English language skills; knowledge of other languages will be considered an asset.
• MUST be qualified to work in Canada legally for the employer.
• Able to provide a “Clear” or satisfactory Vulnerable Sector Police Check as determined by operational requirements of the program.

Dixon Hall may use Artificial Intelligence‑assisted tools during the recruitment process to support efficiency and consistency. Final hiring decisions are made by the Human Resources team.

Dixon Hall is dedicated to fostering an inclusive selection process and work environment, guided by their Race Relations and Employment Equity Policies. If selected for an interview, please inform the hiring manager or the People and Culture team of any accommodations you may require during the interview process.

To achieve their goal of inclusivity and diversity, Dixon Hall actively seeks exceptional candidates from varied backgrounds and with lived experiences. Individuals who self‑identify as being from marginalised communities, including Indigenous peoples, racialised persons, persons with disabilities, and those from the 2SLGBTQIA+ community or who have experienced homelessness, are strongly encouraged to apply.