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Tenant Services Manager

Expires On : May 29, 2020

Posted On : May 15, 2020

Company Name: London & Middlesex Community Housing

Job Contact :

London & Middlesex Community Housing (LMCH), London Ontario

Full-Time, Temporary up to 1 year


JOB TITLE:               Tenant Services Manager (Temporary up to 1 year)

REPORTS TO:          Director of Tenant Services

POSTING Date:      May 15, 2020

CLOSING DATE:     May 29, 2020


Who We Are: London & Middlesex Community Housing (LMCH) provides 3,282 housing units across 32 properties to more than 5,000 people. Those who call LMCH home are a diverse cross-section of individuals including families, seniors, adults, and new Canadians, all of whom are living with limited income.  At LMCH, we believe that housing is the foundation of a better tomorrow.

Mission: LMCH provides and maintains homes in a safe and supportive environment to meet the needs of the people we serve in our communities.

Vision: LMCH envisions healthy homes and communities in London and Middlesex.  Leading by example, LMCH will help make a difference and positively impact lives using housing as the foundation.

LMCH Values:

Collaboration Commitment
Accountable Accessible
Respect Responsive
Equity Excellence



This is a front-line management position that requires the successful candidate to balance a challenging portfolio working directly with tenants and agencies in our buildings and sites as well as supervising, supporting and coordinating both office-based and field staff to manage a diverse portfolio of adult, seniors and family homes and oversees the administration of Rent-Geared-to-Income program and legal services.

  • Identify team/departmental needs and requirements and manage related plans, activities, and service delivery for assigned communities.
  • Provide daily front-line tenant services in our buildings and communities, including hands-on direct involvement in managing and addressing all issues that arise.
  • Carry out annual and individual unit inspections and follow up on the results.
  • Investigate complaints in conjunction with the Community Relations Workers, including the gathering of evidence from security systems, London Police Service, London Fire Department, and other sources. Create and implement resolution plans where appropriate to prevent legal action and monitor results.
  • Attend Sheriff evictions; engage de-escalation strategies and engage the use of external resources to provide supports.
  • Monitor, evaluate, and manage the operation of the assigned work team and provide overall supervision and direction to assigned staff to drive continuous improvement.
  • Sign off of move-out records etc. to ensure compliance with benchmarks, policies, procedures, acts, and laws.
  • Recommend and implement departmental policies and procedures.
  • Develop, monitor, and evaluate team/departmental processes and workflows to encourage cohesiveness and ensure effective service delivery.
  • Manage and oversee the business activities of the RGI program delivery, including liaising with external stakeholders as related to RGI administration.
  • Coordinate and oversee appropriate resolution and facilitate tenant retention.
  • Oversee the preparation and service of eviction notices in conjunction with Legal Services Coordinator(s) in accordance with the RTA. Provide direction to Legal Services Coordinator(s) on expected outcomes and attend Landlord & Tenant Board hearings when required.
  • Coordinate with tenants and tenant groups to resolve problems and deal with emergencies. Liaise with other agencies such as Canadian Mental Health Association, Addictions Services, Children’s Aid Society, London Fire Department, as well as London Police Services.
  • Participate in hiring of staff and strategic planning.
  • Participate in interdepartmental management meetings and contribute to improvements in emergency preparedness and planning as well as effective implementation of the emergency response plan.
  • Put forward annual budget requests for general operations and capital expenditures.
  • Participate in the rotational on-call requirement for the after-hours answering service and respond to emergencies such as floods, fires, and illegal acts.
  • Participate in internal and/or external committee work.
  • Other duties as assigned.
  • A post-secondary education in a related field, or Property Management certification (for example, CIH, IHM, etc.).
  • A minimum of five (5) years of related experience, including experience managing staff.
  • Knowledge of legislation and laws regarding landlord and tenant issues and building/property codes including, Residential Tenancies Act, Housing Services Act, Ontario Fire Code, Municipal Property Standards Act, Local By-Laws, etc.
  • Experience managing staff in a unionized environment is an asset.
  • Ability to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
  • Excellent communication and interpersonal skills, including verbal and written skills (e.g. for formal reports) and ability to persuade.
  • Collaborative, able to build and maintain good relationships with other departments, key business partners, and government agencies.
  • Understand the diverse needs and abilities, socio-economic factors, and cultural diversity present in LMCH communities and workplace.
  • Knowledge of risk management, safety and emergency preparedness, and response.
  • Advanced critical thinking and problem-solving skills.
  • Ability to appropriately prioritize projects with competing objectives and effectively manage multiple priorities and deadlines.
  • Occasional availability and/or presence outside of core working hours.
  • Certification in WHMIS, First Aid, and CPR is considered an asset.
  • Must possess a valid driver’s license, have access to a reliable vehicle, and carry adequate insurance.

The incumbent contributes and supports the overall culture and working environment of the agency by:

  • Having a working knowledge of cultural, social, and demographic patterns relating to vulnerable priority populations.
  • Committing to harm reduction and low-barrier service, as well as non-violent crisis intervention, de-escalation, and supporting citizens.
  • Committing to work in a diverse, interdisciplinary setting.
  • Understanding and being sensitive towards the belief systems of other groups, the complexity of those facing poverty, and their individual unique strengths and needs.
  • Setting an example of a strong work ethic and positive team attitude.
  • Working with diverse communities with sensitivity, creativity, innovation, language and cultural understanding in a non-judgmental manner.

This position will require the incumbent to work in a seated position for part of each day for administrative requirements, with minimal lifting requirements.  Standing and walking are also necessary each day for visits to building sites, inspections, and meeting with tenants.  There is some exposure to dust, dirt, odours, noise, and temperature.  Other exposures, when entering buildings or units, may be unknown; caution must always be exercised.  The incumbent may be required to deal with individuals, including alone or in close confines, who may be potentially dangerous and/or exposed to rudeness or profanity. This position deals with a tenant base including those with mental health, addiction, and other issues.  Interruptions are constant throughout the day due to email, telephone calls, and others.  Travel is required within the City of London and county of Middlesex.


This position requires the successful candidate submit a current Police Records check from their local police service. A current LMCH employee who is the successful candidate for this position must also provide this document unless it is already on file and not more than one year old.


Annual salary range of $66,442.63 – $84,137.56 (Management Band 2) with comprehensive health benefits and a defined benefit pension plan.



Once you apply, we’ll review your resume and cover letter to determine if your skills and experience match the qualifications for the role.

Only qualified candidates will be contacted for next steps.

If you move forward, the process may include an interview, written/practical test, and reference check.

Here’s your chance to bring your knowledge and expertise to our team and contribute to providing better homes and better neighbourhoods.  When submitting your cover letter and resume, be sure to tell us about your skills and qualifications that are a match to those specified in the job posting.

A cover letter and resume must be received by 4:30pm, May 29, 2020.

Late applications will not be considered.

Please send your cover letter and resume to the attention of:

Kim Graham

Manager, People & Culture

London & Middlesex Community Housing

1299 Oxford Street East, Unit 5C5 London, ON, N5Y 4W5


London & Middlesex Community Housing (LMCH) is committed to equity in employment. Our goal is a diverse, inclusive, and barrier-free workplace that reflects the communities we serve.

We will provide reasonable accommodation to applicants with disabilities at all stages of the hiring process in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. Please advise if you require an accommodation during the selection process.

Thank you for your interest in London & Middlesex Community Housing!


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