Tenant Relations Officer

About This Role

Reports to Tenant Relations Manager  Position Summary:   Under the supervision of the Tenant Relations Supervisor and reporting to the Tenant Relations Manager, the Tenant Relations Officer is accountable to provide excellent service and assistance to tenants by approved policies and procedures. Responsibilities include, but are not limited to, tenant selection; safeguarding of assets; ensuring move-in/move-out processes are followed; handling of issues, details, and related administrative items.   Responsibilities: Provides information to tenants about the organization, low-income housing options, and related guidelines.      Assists with the application process and completion of required documentation as required by the selection committee.  Ensure currently available services within the community to provide additional support and referrals as needed; provides additional assistance and care for individuals with special needs.  Participates as a member of the selection committee for tenant placement (monthly); objectively assesses applicants based on availability/need against pre-established assessment criteria; records outcomes and distributes information to committee members as warranted.  Upon request, shows housing units to prospective tenants.  Completes thorough reference checking of potential tenants and, once selected, issues a formal letter; prepare lease agreements; calculates security deposit and rent and completes related forms.  Provides new tenants with an explanation of their responsibilities; calculates new tenant rent by guidelines, obtains a security deposit (before the 20th of the month) and rent for the first month (by the move-in date); ensures utility accounts and account numbers are provided before move-in, employment/income and contacts for emergencies are completed and documented accordingly; provides keys.  Follows-up to ensure all leases in the area of responsibility are properly executed and that tenant policies and procedures are communicated, including preventative maintenance procedures and safety-related items.  Conducts move-in inspections and documents the condition of the unit and associated items/details.  Maintains tenant files and required checklists, lease agreements, and required file documentation including rent charges and adjustments, inspections, warnings, and all items associated with the move-in/move-out process.  Enters all information into the internal database (Yardi), ensuring all tenant listings and associated details/information for each file are accurate and up-to-date.  Performs home visits/inspections with tenant present (six weeks after initial move-in and a minimum of twice per year thereafter per unit) and periodic yard checks, pre-notifying tenants accordingly.  Completes work orders (requests) and forwards to maintenance; conducts chargebacks to tenants as appropriate; follows up to ensure timely payments by the tenant.  Monitors tenant compliance with policies, procedures; identifies and manages issues (e.g. additional people living in the unit, not on the lease; safety issues or problems, etc); provides coaching and information or forwards/escalates issues as appropriate.      Maintains tenant transfer requests, puts forward recommendations as warranted, and follows through accordingly. List responsibilities Ensures all payments are made on a timely basis; tracks, and takes timely and corrective action on arrears and administers collection policies to resolve delinquent situations (including making payment plans with tenants); attend related meetings to discuss and follows-up accordingly.  Forwards a performance improvement plan and expectations as necessary; declines lease renewals and issues orders to vacate as necessary.   Follows up on notices regarding termination of utility services to existing tenants.  Prepares eviction notices as required; attends hearings on behalf of the corporation as necessary.  Conducts and documents a move-out inspection for all units including vacant or abandoned units; enters information and checklist into the system and completes a final account summary and related charges/refund owing.   Follows-up with Finance accordingly.  Mediates complaints between tenants and others (e.g. neighbours).  Identifies any safety and/or security-related issues and safeguards against any potential personal risk by following practical, sound actions and involving others as deemed required.  Establishes good working relations with community-based services and agencies.  Follows up with tenants on notices from the City of Saskatoon regarding by-law issues.  Backs up the reception function for the organization; assists individuals or forwards as appropriate.      Complies with confidentiality and privacy of information requirements.  Perform other related duties as defined and assigned by the reporting Director or designate on an as and when required basis.    Working Environment: Standard office environment   Physical Demands: Freedom of movement; Keyboarding (>2 hrs at a time); ability to take breaks as necessary   Health and Safety:    Rights: All Saskatoon Tribal Council employees have the right to information on potential hazards in the workplace, the right to participate in Occupational Health and Safety decisions, use personal protective equipment and clothing as directed by the employer, and the right to refuse dangerous work.   Responsibilities: All employees must co-operate with the Occupational Health and Safety (OH&S) Committee; remain alert to changes or events that might affect a client or employee safety; report safety issues, accidents or injuries immediately; follow safe work practices, including the use of PPE; and use their training and knowledge to help other employees work safely as well.   Education and Experience:  Must possess a minimum of a two-year diploma in a related field (e.g. social services, business, or related education). Two years of related experience, a combination of education and experience may be considered.   Knowledge of and skill in the YARDI property management software system will be considered an asset.   Knowledge of the Residential Tenancies Act (2006) will be considered an asset.   Successful completion of the Accredited Residential Manager (ARM) course will be considered an asset.   Knowledge, Skills and/or Abilities:  Knowledge of property management and working with organizations such as CMHC and the Saskatchewan Housing Authority is an asset;  Excellent verbal and written communication skills, including the ability to establish and maintain effective working relationships. Demonstrated proficiency in Microsoft Excel, Word, Outlook, and PowerPoint with an ability to easily learn new software applications.  Must demonstrate a willingness to work as part of a team to contribute to successful outcomes;  Must demonstrate skills in problem-solving and adapting to changing environments;  Experience working within a governance structure in a community development capacity with First Nations; familiarity with First Nations culture, history is considered an asset. Dependability: able to work independently, submit accurate documentation, and seek guidance when needed Receptive: accept feedback, take ownership of responsibilities, and identifies areas of growth Interpersonal Skills: communicates, seek solutions, and demonstrates flexibility Integrity: keep sensitive information confidential and adheres to STC’s policies Initiative: seeks opportunities for further development Other:  As a role closely involved with finances, a satisfactory criminal background check is required, upon hire. Must provide a current, original, Canadian Criminal Record Check (CPIC) search as a condition of employment

Responsibilities

• ✓Provides information to tenants about the organization, low-income housing options, and related guidelines.
• ✓Assists with the application process and completion of required documentation as required by the selection committee.
• ✓Ensure currently available services within the community to provide additional support and referrals as needed; provides additional assistance and care for individuals with special needs.
• ✓Participates as a member of the selection committee for tenant placement (monthly); objectively assesses applicants based on availability/need against pre-established assessment criteria; records outcomes and distributes information to committee members as warranted.
• ✓Upon request, shows housing units to prospective tenants.
• ✓Completes thorough reference checking of potential tenants and once selected, issues a formal letter; prepare lease agreements; calculates security deposit and rent and completes related forms.
• ✓Provides new tenants with an explanation of their responsibilities; calculates new tenant rent by guidelines, obtains a security deposit (before the 20th of the month) and rent for the first month (by the move-in date); employment/income and contacts for emergencies are completed and documented accordingly; provides keys.
• ✓Follows-up to ensure all leases in the area of responsibility are properly executed and that tenant policies and procedures are communicated, including preventative maintenance procedures and safety-related items.
• ✓Conducts move-in inspections and documents the condition of the unit and associated items/details.
• ✓Maintains tenant files and required checklists, lease agreements, and required file documentation including rent charges and adjustments, inspections, warnings, and all items associated with the move-in/move-out process.
• ✓Enters all information into the internal database (Yardi), ensuring all tenant listings and associated details/information for each file are accurate and up-to-date.
• ✓Performs home visits/inspections with tenant present (six weeks after initial move-in and a minimum of twice per year thereafter per unit) and periodic yard checks, pre-notifying tenants accordingly.
• ✓Completes work orders (requests) and forwards to maintenance; conducts chargebacks to tenants as appropriate; follows up to ensure timely payments by the tenant.
• ✓Monitors tenant compliance with policies, procedures; identifies and manages issues (e.g. additional people living in the unit, not on the lease; safety issues or problems, etc); provides coaching and information or forwards/escalates issues as appropriate.
• ✓Maintains tenant transfer requests, puts forward recommendations as warranted, and follows through accordingly. List responsibilities.
• ✓Ensures all payments are made on a timely basis; tracks and takes timely and corrective action on arrears and administers collection policies to resolve delinquent situations (including making payment plans with tenants); attend related meetings to discuss and follows-up accordingly.
• ✓Forwards a performance improvement plan and expectations as necessary; declines lease renewals and issues orders to vacate as necessary.
• ✓Follows up on notices regarding termination of utility services to existing tenants.
• ✓Prepares eviction notices as required; attends hearings on behalf of the corporation as necessary.
• ✓Conducts and documents a move-out inspection for all units including vacant or abandoned units; enters information and checklist into the system and completes a final account summary and related charges/refund owing.   Follows-up with Finance accordingly.
• ✓Mediates complaints between tenants and others (e.g. neighbours).
• ✓Identifies any safety and/or security-related issues and safeguards against any potential personal risk by following practical, sound actions and involving others as deemed required.
• ✓Establishes good working relations with community-based services and agencies.
• ✓Follows up with tenants on notices from the City of Saskatoon regarding by-law issues.
• ✓Backs up the reception function for the organization; assists individuals or forwards as appropriate.
• ✓Complies with confidentiality and privacy of information requirements.
• ✓Perform other related duties as defined and assigned by the reporting Director or designate on an as-required basis.
• ✓Education and Experience
• ✓Must possess a minimum of a two-year diploma in a related field (e.g. social services, business, or related education).
• ✓Two years of related experience, a combination of education and experience may be considered.
• ✓Knowledge of and skill in the YARDI property management software system will be considered an asset.
• ✓Knowledge of the Residential Tenancies Act (2006) will be considered an asset.
• ✓Successful completion of the Accredited Residential Manager (ARM) course will be considered an asset.
• ✓Experience working within a governance structure in a community development capacity with First Nations; familiarity with First Nations culture, history is considered an asset.
• ✓Knowledge, Skills, and/or Abilities:
• ✓Knowledge of property management and working with organizations such as CMHC and the Saskatchewan Housing Authority is an asset.
• ✓Excellent verbal and written communication skills, including the ability to establish and maintain effective working relationships.
• ✓Demonstrated proficiency in Microsoft Excel, Word, Outlook, and PowerPoint with an ability to easily learn new software applications.
• ✓Must demonstrate a willingness to work as part of a team to contribute to successful outcomes.
• ✓Must demonstrate skills in problem-solving and adapting to changing environments.
• ✓Experience working within a governance structure in a community development capacity with First Nations; familiarity with First Nations culture, history is considered an asset.
• ✓Dependability: able to work independently, submit accurate documentation, and seek guidance when needed
• ✓Receptive: accept feedback, take ownership of responsibilities, and identifies areas of growth
• ✓Interpersonal Skills: communicates, seek solutions, and demonstrates flexibility
• ✓Integrity: keep sensitive information confidential and adheres to STC’s policies
• ✓Initiative: seeks opportunities for further development
• ✓Knowledge of the political, social and economic objectives of the Saskatoon Tribal Council and of the Dakota, Cree, and Saulteaux cultures will be considered an asset.
• ✓Other Conditions:
• ✓Must provide a current, original, Canadian Criminal Record Check (CCRC) with vulnerable sector search as a condition of employment.
• ✓Must possess a valid driver’s license (class 5) and meet STC’s insurance requirements as a condition of employment.