Tenant Relations Coordinator

1 week ago 16

Division: Housing

Program: Riverwalk / Storeys / REMY / Keefer

Number of Positions: 1

About the Position:

Responsible for coordinating tenant relations and housing services through oversight, provision, development and action on areas such as: tenant administration, including tenant selection and application processes; tenant mediation; tenant relations; tenant support and community building; connecting residents to internal S.U.C.C.E.S.S. services or externally in the community; and tenants’ experiencing difficulties with rent/utilities payment and/or processes. Tenant Relations Coordinator provides tenant relations support to all Housing sites and functions as the representative in matters of resident relations at the RTB. Tenant Relations Coordinator is included in the emergency afterhours team.

Reports to: Housing Manager

Key Duties & Responsibilities:

  • Supports the Model, Mission, Vision and Values of the organization by interpreting and championing these with other staff and for the tenants
  • Provides input to and supports the Strategic Plan of the department and participates in the Continuous Quality Improvement and Risk Management activities of the department
  • Responds to tenant enquiries, complaints and emergencies and takes appropriate action at all times
  • May act as a representative for the organization in liaison with internal and external groups, specific to the area of responsibility. Coordinating with stakeholders to facilitate the provision of a wide range of tenant support referral services/programming
  • Coordinates and monitors formation of tenant council(s)/committee(s) and facilitate meetings and attend as staff representative
  • Coordinates the tenant selection and waitlist process across the department for clarity and transparency
  • Supports Housing sites as needed with recruitment and interview of prospective tenants, showing vacant suites and explaining rules and regulations. Knows how to prepare a tenancy agreement and other documents as required
  • Coordinates market rent units to ensure they are occupied and rents are maintained at comparable market levels
  • Coordinates and take lead role in the annual rent review process at sites that are not under BC Housing rent review process
  • Coordinates the tenancy agreement forms and addendums, including revisions as needed due to changes in the RTA for:
    • Market tenants;
    • Income assistance tenants;
    • RGI (Rent Geared to Income) income tested tenants;
    • Tenants with rent subsidies (e.g. SAFER); and
    • Addendums related to other aspects of tenancy (e.g. pets, parking, smoking, etc.)
  • Fosters an online presence and online application process which reflects the objectives of the department with a commitment to a sustainable independent community
  • Coordinates with Maintenance staff collaboration:
    • the administration of tenant move-in and move-out processes;
    • safety and direct fire drills – implements and maintains fire drill program for tenants and revise as necessary;
    • maintenance job orders and repair arrangements for specific high need tenants – follow up on outstanding work orders to ensure completion;
    • opening and closing of annual seasonal tenant events, such as tenant led gardens and seasonal celebrations in a non-denominational setting;
    • annual unit inspections, compliance and feedback process with tenants; and
    • communication with difficult tenants’ regarding standards for rental unit conditions upon move-in/move-out
  • Coordinates tenant files to meet the legislative requirements of the Residential Tenancy Act (RTA), Personal Information Protection Act (PIPA) and the policies of the organization regarding privacy and appropriate content
  • Conducts periodic audits of tenant files for standards and consistency
  • Coordinates the client service feedback, including:
    • receiving feedback from tenants and responding or referring issues/concerns as needed;
    • coordinating the formal tenant complaint process and mediate where necessary in line with organizational and RTA policy and procedures;
    • evaluating continuously to foster services improvement through best practice information;
    • working to resolve tenant-to-tenant issues through the use of problem-solving techniques;
    • corresponding with tenants as needed, including ensuring appropriate notices are served;
    • completing incidents and other reports, assisting in drafts and delivering notices to tenants as required; and
    • applying for Dispute Resolution and representing the organization at the RTB
  • Identifies the needs of various groups within the tenant population by using a variety of methods that may include needs assessment surveys, focus groups or meetings. Coordinates these to seek or develop programs to meet those needs
  • Communicates internal or external programs to tenants through notices, monthly events calendar or electronic newsletters
  • Identifies tenants/families who may need further individual assessment and support and acts on all routine and emergency referrals as needed
  • Reports on tenant related policies and procedures, making suggestions for improvement or changes, including information and filing systems, manuals and forms. Assures that team members are consequently informed and trained
  • Assists in collecting rental or utility payments for difficult or specific need tenants and performs documentation in YARDI software
  • Supports the coordination for documentation of late payments or payment plans for rent and energy payments, including working with tenants to reduce the frequency of arrears. Sets parameters for late payments and the impact on tenancy (e.g. through a process of reminders, letters and eviction notices)
  • Supports, as needed, the following administrative procedures:
    • receive rent payments and prepare deposits;
    • answer phones and perform front desk reception duties when needed;
    • understand and coordinate consistent messaging for specific sites with energy use/billing systems
  • Inputs on month-end or year-end packages for Finance as required for budget or performance in regards to tenant relations programming and needs
  • Attends meetings and performs other related duties as required by the position

Qualifications & Experience:

  • Completion of Grade 12 and relevant post-secondary education in Social Services, Social Worker, Mediation or suitable combination of education and experience
  • Significant experience in the provision of customer service, problem solving and conflict resolution, especially with marginalized populations
  • Experience in building systems and tenant management
  • Strong working knowledge of the RTA
  • Experience in building collaborative networks with community services to develop programming and access services for tenants
  • Experience with YARDI an asset
  • Experience in maintaining work order logs, tenant and other files, and inventory


Job Skills & Abilities:

  • Excellent communication skills and customer service skills
  • Excellent team-player and interpersonal skills
  • Fluent in English: speaking, writing and reading. Other languages an asset
  • Strong skills in documentation and letter writing
  • Ability to work independently, well organized, results oriented, and problem solver
  • Computer literate with email and MS Office, including Word, Excel, Outlook and PowerPoint

Other Requirements:

  • Criminal Record Check Required
  • Required to respond to emergency situations during and after office hours
  • A valid BC Driver’s License


S.U.C.C.E.S.S. embraces diversity and encourages all qualified applicants to apply. Interested candidates please apply by emailing your application including the following e-mail subject line “Tenant Relations Coordinator” by 5:00pm January 10, 2022 and submitting resumes to: dominic.fung@success.bc.ca

While we appreciate all applications, only those selected for an interview will be contacted.


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