Housing Services Manager - #94961

At S.U.C.C.E.S.S., you will be able to grow and develop alongside a diverse team of professionals and enjoy great benefits and perks. Experience what it is like to join a purpose-driven organization and make meaningful contributions to our community. Explore our amazing new opportunities.

Employment Type: Permanent Full Time (35 hours per week)

Location: Olympic Village and Dogwood Gardens, Vancouver, BC

Reports to: Director of Community Real Estate and Asset Management

Job Summary:

The Housing Services Manager is responsible for the provision of direct housing services to tenants through managing tenant relations, tenant support services/programs, and housing operations. This position also responds to emergencies and calls after hours.

Key Duties and Responsibilities:

• Supports the implementation of the organization’s strategic plan and proactively provides input
• Participates in the continual Performance Quality Improvement (PQI) and risk management processes of the organization
• Serves as a representative of the organization specifically for Community Real Estate in liaising with external partners and agencies
• Identifies needs of various target groups from the tenant population; then develops, implements, and reviews support services and programs for the tenants
• Liaises with internal and external stakeholders in facilitating the development, implementation, and reviews of support services and programs
• Continually evaluates and improves on existing services through research and obtaining best practices in the sector
• Manages the operation efficiency of the housing project; develops systems and manuals in conjunction with the Director and Senior Manager of Community Real estate and Asset Management
• Ensures that the housing projects comply with the Residential Tenancy Act, Strata Property Act, BC Housing Management Commission Regulations (if applicable), and other related legislations and regulations
• Ensures that the housing projects meet pre-determined occupancy goals through marketing and promotional activities
• Manages the staff team of the housing projects and is responsible for the hiring, development, performance evaluation, and assigning tasks to the staff team
• Schedules and organizes staff to work on the housing project
• Monitors the maintenance and upkeep of the housing project and works closely with the Maintenance team to ensure that the facilities are maintained according to the maintenance plan
• Oversees the health and safety plans of the housing projects; reports and responds to incidents, hazards, near misses; conducts safety investigations as needed
• Promotes and champions safety and well-being at the workplace
• Provides oversight to the tenancy processes:
  • Checks in with the team regarding orientation and move-in/move-out
  • Supports the interview and approval processes for tenants
  • Creates and serves notices to tenants
  • Follows up on tenant arrears, disputes, and evictions
  • Attends hearings on tenant matters as required
  • Receives and documents feedback from tenants
  • Responds and takes action on issues and complaints from tenants
  • Facilitates and supports the tenant council
  • Assesses and identifies tenants/families in need of additional assistance and makes emergency referrals for support services as necessary
  • Maintains the financial administration of the housing project
  • Reviews invoices and payments
  • Checks and audits the tenancy software to ensure that it is in working order; reports and escalates issues to information technology and/or support
• Audits and improves on monthly rent collection process to ensure efficiency
• Monitors and verifies tenant payments; reports on payment discrepancies
• Prepares, monitors, and reports on monthly finances and accruals to the Finance Department
• Prepares annual operating budgets and exercises expenditure controls
• Compiles data for reporting; summarizes and analyzes monthly data indicators
• Performs other related duties as assigned by the Director

Education, Training and Experience:

• Post-secondary degree or certification in Real Estate, Finance, Economics, or business administration and minimum of 5 years’ related work experience in property management or equivalent combination of education and experience.
• Knowledge of the Residential Tenancy Act, Strata Property Act, and other related legislations and regulations
• Knowledge of BC Housing Management Commission programs are an asset
• Knowledge of community and social service programs for vulnerable populations is an asset
• Knowledge of building maintenance is an asset
• Knowledge of YARDI is an asset

Job Skills and Abilities:

• Excellent written and oral communication skills
• Excellent customer service skills
• Excellent management, supervision, and leadership skills
• Excellent relationship-building skills with internal and external partners/stakeholders
• Excellent analytical and reporting skills
• Excellent with accounting and managing site finances
• Ability to use MS Office suite and business software (e.g. accounting software)
• Ability to solve complex issues with tact and diplomacy
• Ability to work in a fast-paced environment
• Ability to take initiative and be proactive on issues
• Ability to multitask and prioritize work effectively
• Ability to work independently and as a part of a team
• Ability to lead as example and develop the staff team

Additional information:

• Criminal Record Check Required
• Able to work on weekends and evenings as required
• Able to respond to emergencies during and after office hours

About S.U.C.C.E.S.S.:

S.U.C.C.E.S.S. is a multicultural social services agency and registered charity located on the unceded Coast Salish lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and Səl̓ílwətaʔ/Selilwitulh (Tsleil-Waututh) Nations, S.U.C.C.E.S.S. has been helping Canadians and newcomers to achieve their full potential on their Canadian journey since 1973. We are one of the largest social service agencies in Canada, with offices in BC, Ontario and internationally/abroad. We offer programs and services in the areas of immigration, newcomer settlement, English-language training, employment and entrepreneurship, family, youth and seniors programming, health education, community development, affordable housing and seniors care.

At S.U.C.C.E.S.S., we take care of our communities and our people!

Our staff is the source of our success and we make it a priority to ensure work-life balance for our staff. We offer a range competitive and comprehensive benefit packages to ensure the well-being our staff. Subject to the type of employment, benefit packages may include:

• paid time off ‘monthly wellness days’ (up to 12 days per year)
• additional agency holidays (3 additional statutory holidays)
• 2 weeks annual vacation (starting) and up to 5 weeks (maximum)
• company-funded pension (GRRSP)
• extended health & dental plan
• employee & family assistance programs
• access to wellness programs (such as subscription to Headspace) , and more