Early Resolution Officer
Toronto Community Housing
What we offer
In addition to competitive wages and a rewarding career where you can truly make a difference, we offer a comprehensive benefit package that meets the various needs of our diverse employees. Including,
- Ability to participate in inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities;
- Three weeks paid annual vacation days, increasing with years of service;
- Four (4) paid personal days;
- Defined benefit pension plan with OMERS, includes 100-per-cent employer matching;
- Health and dental benefits;
- Employee and family assistance program;
- Maternity and parental leave top up (93% of base salary);
- Training and development programs including tuition reimbursement of $1500 per calendar year;
- Fitness membership discount;
Make a Difference
We are looking for an Early Resolution Officer to join our team at Toronto Community Housing! Do you have knowledge and experience in the field of administrative fairness, dealing with conflict resolution and reviewing issues related to administrative process, legislation and policy? Then this role may be for you! Reporting to the Commissioner of Housing Equity, the Early Resolution Officer (ERO) will manage the early resolution of arrears files in a manner that aligns with TCHC's tenant focused culture. The ERO handles sensitive, difficult arrears cases, conducting reviews as well as various forms of alternative dispute resolution, both informal and formal, including mediation.
The ERO will work closely with the resident and TCH stakeholders in order to resolve arrears files and to ensure appropriate referral information for residents for issues which lie outside of the Commissioner’s mandate. The ERO will facilitate the timely resolution of files and ensure that rental arrears procedures are carried out in a fair and humane manner in compliance with TCH eviction policies and procedures, legislation and principles of natural justice.
What You'll Do
The ERO‘s duties and responsibilities include, but are not limited to, the following:
Resolution of Arrears Files
- Manages a case load of arrears files using a case management database
- Manages referrals of tenants facing eviction and critically assesses the underlying issues preventing them from paying rent and makes appropriate external referrals as required.
- Negotiates financial repayments between TCHC and tenants. The ERO negotiates with TCHC senior management, including TCHC Operating Unit Managers, Directors and VP-Asset Management as required.
Review/Audit of TCHC Processes, Policies and Procedures
- Audits TCHC files and the work of TCHC staff to ensure legislative compliance with Residential Tenancies Act and Housing Services Act and any other relevant legislation as well as TCHC procedures and processes.
- Identifies and flags serious, sensitive or systemic issues such as fraud, errors or non-compliance that have the potential to escalate and garner public attention to the attention of the Senior Advisor and Commissioner of Housing Equity (the “Commissioner”).
- Communicates and at times collaborates with members of the TCHC senior management on complex case management issues.
- Works collaboratively with TCHC management to resolve arrears cases, specifically operating unit managers and directors.
- Sits as a member of the City of Toronto Rent Geared to Income Review Body to determine and decide appeals of TCHC decisions.
- Conducts interviews and analyzes arrears files on behalf of the Commissioner.
- Drafts the Commissioner’s reports and recommendations for his/her review and approval.
- Accountable for the quality and outcome of case resolutions with an expectation to have cases resolved in a timely manner as mandated by the TCHC Board of Directors.
- Chairs or participates in sub-committees and represents the division on cross divisional teams.
- Provide support for internal and external audits.
Implementation of Policies and Procedures
- Makes inquiries of TCHC senior management and others to gain an understanding of the organization itself, its operations, financial reporting and known fraud or error.
- Conducts public and tenant engagement presentations to various stakeholders including the Landlord Tenant Board members, elected officials, city staff, legal clinics and community agencies.
- Provides impartial advice, options and information to TCHC senior management and the Commissioner.
- Recommends policy and procedural amendments to align with legislation, regulation, policy and procedure as it relates to rental arrears and vulnerable residents.
- Works closely with relevant stakeholders such as City of Toronto staff, legal clinics, mental health agencies, voluntary trustees to ensure residents receive appropriate assistance.
- Provides training to TCHC staff on working effectively with vulnerable tenants, natural justice, procedural fairness and equity, the arrears collection process, or any other identified training required.
- Models and contributes to an environment which supports the values of equity, inclusion and early resolution.
- Ensures the Office’s mandate and standards are adhered to and that the principles of natural justice, fairness and equitable service delivery are at the core of the oversight and audit function.
What You'll Need
- Undergraduate degree in the social sciences, humanities or social work is required
- Diploma or certificate in conflict or dispute resolution is preferred or an acceptable combination of education and experience
- Minimum five (5) years practical experience in alternative dispute resolution or relevant workplace experience
- Minimum Five (5) years work with at risk populations and alternative dispute resolutions
- Experience with housing an asset
- Proficiency in MS applications; strong emphasis on Outlook, PPT, Word and Excel
- Experience with computerized case management systems preferred
- Knowledge of the field of administrative fairness dealing with conflict resolution and reviewing issues related to administrative process, legislation and policy
- Superior communication skills, both written and oral with the ability to prepare complex reports related to file review findings
- Excellent research and analytical skills and the capacity for interpreting facts and evidence as well as applying policy and relevant legislation
- Ability to exercise sound judgment/integrity/discretion/political acuity and remain independent and impartial
- Superior customer service, organizational and leadership skills to achieve goals and objectives in a fast paced, changing, high volume and high pressure work environment.
- Demonstrated awareness, understanding of diversity, equity and marginalization
- Sound capacity for interpreting policy and legislation relevant to the Office mandate
- Ability to handle emotionally charged individuals
- Access to a vehicle to enable travelling to various locations within the TCH portfolio and to work flexible hours
What’s next
Once you apply, we’ll review your resume and contact you if your skills and experience match the qualifications for the role. If you are selected to move forward, the process will include one or more interviews and/or assessments and reference checks.
Candidates for unionized positions must score a minimum of 70% to pass any interview or assessment and be considered for the next stage of the recruitment process. Successful candidates will be determined based on score and where applicable, union seniority. Not all candidates who score 70% or higher will automatically proceed to the next stage of the recruitment process as this will be dependent on the number of candidates and number of available roles.
INDS
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