Position Description

Tenant Debt Resolution Coordinator - Bilingual
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Ottawa Community Housing Corporation (OCH) is a landlord who provides 15,000 homes to 32,000 residents including seniors, parents, children, couples, singles and persons with special needs within many communities across the City of Ottawa. As the largest social and affordable housing provider in Ottawa and the second largest in Ontario, we manage two-thirds of the City’s social housing portfolio.

But we are no ordinary landlord. We are partner, supporter, and cheerleader in the lives of some 32,000 residents who live in affordable and social housing in Ottawa. Through our vision, mission and values, OCH provides homes that link people in need to supports and services that can help them lead healthy, safe and fulfilling lives. Call Centre, maintenance and community safety services are available to the tenants 24 hours a day, 7 days a week. While we are a non-profit organization, funded by and operating at arm’s length from the City of Ottawa, OCH operates a lean, high-functioning business model, with a social purpose that is well regarded across the social housing sector in Canada and abroad.

The work we do at OCH enables our tenants to fully participate in the socio-economic opportunities of the City.  By joining our team, you will play a vital role in the development of safe and healthy communities.  Together, we build homes and communities that embrace diversity inclusion.

At OCH, we strive to represent the diversity present within the communities we serve. We are committed to engaging employees in creating a workplace culture of inclusion and belonging, where everyone can bring their authentic selves to work and feel valued. Our employees come from all different backgrounds, age groups, sexual orientations, speak a multitude of languages, and share different experiences and perspectives. We would not have it any other way.

OCH has also been recognized as one of the National Capital Region’s top Employers for five years in a row. Click here to learn why: https://reviews.canadastop100.com/top-employer-ottawa-community-housing

We are proud because every day we make a difference!


SCOPE OF POSITION

The Tenant Debt Resolution Coordinator reports to the Manager, Tenancy Administration,  at an assigned area Office and plays a key role in delivering and supporting a positive tenant experience. The Coordinator is responsible for collection processes for tenant debts, including the proactive resolution of all tenant debt matters, and for developing a shared understanding of related tenant obligations, available supports and specific circumstances surrounding a tenant’s debt. The Coordinator plays a lead role in representing OCH before the Landlord and Tenant Board (LTB) on rent arrears matters.

 

SUMMARY OF DUTIES AND RESPONSIBILITIES

  • Coordinates, monitors and maintains collections processes for the Office related to rent, utilities, and maintenance and other tenant debts and charges, preparing required documentation and correspondence

  • Reviews the accounts of tenants with outstanding debts and, in collaboration with other staff, proactively develops and implements plans to resolve debt matters

  • Processes and maintains accurate records of payments, fees, charges and chargebacks on tenant accounts and related systems

  • Leads proactive tenant debt prevention and collection processes that both support the preservation of tenancies and optimizes debt collection effectiveness

  • Receives and responds to calls from tenants, documenting calls that require follow-up and directing to appropriate staff as required

  • Meets with tenants to assist them in meeting their rent payment obligations, including referring to and collaborating with internal staff and external resources as required

  • Promotes a shared understanding of tenant obligations, available supports and the specific circumstances surrounding a tenant’s debt

  • Leads approved LTB processes related to arrears matters, including preparing, delivering and filing Notices of Termination and LTB forms and representing OCH at LTB hearings in accordance with statutory requirements, LTB rules, and OCH policies and procedures

  • Arranges, monitors, and follows up on repayment agreements where appropriate

  • Coordinates evictions with the Sheriff’s Office and appropriate internal staff

  • Liaises with the Social Housing Registry and other agencies as required regarding the confirmation of debts and support for the payment of debts owed, including by former tenants

  • Maintains files, records and all electronic systems in keeping with approved records management practices and OCH policies and procedures

  • Monitors and updates regular and ad hoc reports, including on outstanding rent arrears, LTB orders, repayment agreements, and evictions, and flags issues for follow-up

  • Promptly reports all workplace accidents or incidents and unusual or dangerous work conditions

  • Represents OCH in a professional manner and treats all work related contacts with respect and courtesy

  • Contributes to a positive tenant experience and collaborates with other staff in a team approach to client centered service delivery

  • Works in alignment with OCH vision, mission, values, interests, plans and objectives

  • Performs work in accordance with applicable health, safety and privacy legislation, policies and procedures, and all other legislation, policies and procedures relevant to area of work

 

QUALIFICATIONS/EXPERIENCE

A typical candidate will have the following qualifications and experience.  Exceptional candidates with different qualifications will be considered at the discretion of the employer if demonstrated experience, knowledge and ability warrant.

  • Successful completion of Grade 12

  • A minimum of three (3) years of experience working with the public providing customer service, preferably in a residential rental housing context, or working with vulnerable populations

  • Experience with collections is preferred

  • Experience with administrative tribunals and working with legal processes is an asset

  • Successful completion of training related to rent-geared-to-income administration is an asset

 

KNOWLEDGE AND ABILITY REQUIREMENTS

  • Knowledge of debt collection procedures

  • Knowledge of Landlord Tenant Board rules, practice directions, and guidelines

  • Familiarity with basic accounting terminology and practices allowing for the accurate review of rent calculations and adjustments

  • Familiarity with resources that support OCH tenants and communities

  • Understanding of the diverse needs, abilities and social, economic, cultural and other factors present in OCH tenant communities, including poverty, disability, mental health, age and cultural diversity

  • Understanding of the values, vision and mission of Ottawa Community Housing and a commitment to support those objectives

  • Knowledge of Word, Excel, PowerPoint, Outlook, database applications, and other standard corporate software

  • Knowledge of OCH policies and procedures relating to rent collection is an asset

  • Knowledge of applicable health and safety legislation, including the rights and duties of workers

  • Must be familiar with all applicable statutory requirements, policies, procedures and guidelines relevant to area of work

  • Strong interpersonal skills and a respectful, compassionate and client centered approach to dealing with diverse populations and all internal and external work related contacts

  • Strong written and verbal communication skills that are adaptable to a wide range of audiences and contexts

  • Takes initiative and can work independently with a strong team work philosophy and approach

  • Excellent organizational and administrative skills including time management

  • Strong attention to detail and a high degree of accuracy

  • Basic accounting skills allowing for the accurate review of rent calculations and adjustments

  • Judgment, discretion and problem solving skills

  • Skilled in public speaking and able to deliver effective and persuasive  presentations to a wide range of audiences, including administrative tribunals and tenant communities

  • Ability to understand, interpret, and draft legal documents

  • Ability to meet deadlines, work under pressure and maintain self-motivation

  • Works in a confidential manner and demonstrates tact and diplomacy when dealing with sensitive issues

  • Proficiency in the use information technology such as mobile devices and computer systems in the performance of work

 

COMPETENCY PROFILE

The core competencies to effectively perform in this position are Delivers Great Service, Builds Strong Work Relationships and Puts Learning to Work.

It is expected that these behaviours are demonstrated up to and including the specified level for each competency.  Click here for the full competency profile.

DELIVERS GREAT SERVICE

BUILDS STRONG WORK RELATIONSHIPS

PUTS LEARNING TO WORK

B

A

A


LANGUAGE REQUIREMENT

  • Oral fluency and reading and writing abilities in English are required

  • Oral fluency, reading and comprehension abilities in French is required
     

OTHER REQUIREMENTS

  • Satisfactory Criminal Records Check

  • Must possess a valid “G” driver’s license or equivalent and the use of a vehicle for business purposes

  • Ability to work outside of normal business hours, as required

 

WHY WORK WITH US

Ottawa Community Housing (OCH) has been named the National Capital Region’s Top Employer for the past four years in a row and Canada’s Most Admired Corporate Cultures in 2020.

OCH provides a comprehensive compensation and benefits package to our employees, including:

  • A commitment to work-life balance and access to alternate work arrangements

  • 100% employer paid medical and dental benefits including a healthcare spending account for flexibility in benefit coverage

  • A defined benefit pension with the Ontario Municipal Employees Retirement System (OMERS) where the employer matches the contributions of eligible employees

  • 33 days off in your first year of employment, including a combination of:

  • Vacation leave

  • Special leave

  • Personal day

  • Designated holidays

  • Pregnancy and Parental Leave top up for eligible employees

  • Access to a comprehensive employee discount program including corporate GoodLife Fitness membership

  • Career development opportunities

 

OCH is committed to providing accommodations for people with disabilities. If you require an accommodation, please notify Human Resources and we will work with you to jointly address your needs.

Location:
Ottawa
Salary Range:
$32.95 - $37.98
Pay Type:
Hourly
Department:
Tenancy Administration
Employment Duration:
full-time
Closing Date (MM/DD/YY):
12/31/22
Position Type:
temporary
ID:
454
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