Housing Service Representative (Service Representative)

ABOUT US
Almost million residents call York Region home, making it one of the largest regions in Canada – and the fastest growing with a population that’s expected to grow to more than 2 million by 2041. Our geography, which is comprised of about 1,800 square kilometers over nine different municipalities, is as beautiful, interesting and diverse as our people. Local government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.

WHAT WE OFFER
Consistently named one of Canada’s Best Employers by Forbes, we offer a collaborative, progressive workplace that takes pride in our organizational culture and is committed to living The 13+ Factors of Psychological Health and Safety in the Workplace – aligned with our vision to create strong, caring and safe communities both within and outside our walls.

• Defined Benefit Pension Program - With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan, you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions.
• Employer of Choice - Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations.
• Benefits and Wellness - Employees and their loved ones have access to an employee health care spending account, access to a 24/7 Employee and Family Assistance Program and corporate discounts and purchase plans for day-to-day products and services. Casual employees are eligible to receive payment in lieu of benefits and/or vacation.
• Inclusive and Diverse Workforce - We’re committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential, participate freely in society and live with respect, dignity and freedom from discrimination. Our robust Inclusion, Diversity, Equity and Accessibility program continues to grow, and has been recognized by the United Nations and many other organizations for our leadership.

ABOUT THE ROLE Reporting to the Program Manager, Housing Access, this role is responsible for providing direct client service to housing applicants, social housing providers and the general public; for handling inquiries, processing applications, assessing initial and on-going eligibility and occupancy requirements, connecting applicants to appropriate resources and prepares applicants for offers of subsidy; producing standard reports, updating the applicant database system, maintaining waiting lists; and assisting housing providers as required.

WHAT YOU'LL BE DOING

• Ensures the integrity of the centralized wait list placement process including regular file reviews and monitoring for Special Priority (SP) and the Central Wait List (CWL) to assess initial and on-going eligibility of all applicants based on family type, bedroom size, income, area and buildings selected, previous offers of housing, etc, and corresponds with SP applicants and community agencies to ensure completeness of application package.
• Determines eligibility for Additional Bedroom Requests, Requests for Wheelchair Accessible Units, etc.
• Conducts, reviews and/or actions accordingly information regarding former tenancy reports, and arrears repayment agreements.
• Maintains for all housing providers and unit types, a sufficient number of applicants who have been assessed for move-in ready to receive applicable offers of housing.
• Prepares for and follows up on offers and refusals of subsidized housing according to policies and procedures and current legislation.
• Responds to applicant enquiries regarding status on the waiting list, eligibility and household changes, housing options and facilitates informed decision making by applicants regarding options available.
• Manages applicant’s file and needs end-to-end while providing ongoing caseload supports to applicants, including but are not limited to: community agency referrals, providing options for seniors, addressing emergency/urgent/escalated housing issues.
• Engages in ongoing contact from applicants, documentation of all applicant interactions, verifies the validity of all documentation, updates relevant data changes, such as income and family composition.
• Maintains up-to-date knowledge of community resources acquired from regional and municipal resources when responding to diverse needs of clients and connect individuals with alternative internal/external resources/options to meet the needs of each applicant.
• Responds tactfully and diplomatically to inquiries and resolve complaints.
• Performs other duties as assigned, in accordance with Branch and Department objectives.
• May occasionally be required to respond to emergency situations outside of normal business hours, as related to the Departmental Emergency Plan.

WHAT WE'RE LOOKING FOR

• Successful completion of a Community College Diploma in Social Services, Business Administration or related field or an approved equivalent combination of education and experience.
• Knowledge of relevant legislation (such as Housing Services Act), program and policy guidelines to provide individuals with information and to make decisions pertaining to eligibility and requirements.
• Knowledge and demonstrated ability in corporate core competencies including communication, teamwork and collaboration, and personal ownership.
• Demonstrated organizational, case management and time management skills to prioritize workload appropriately and manage multiple complex tasks within a fast paced, high volume environment.
• Demonstrated problem solving, decision making and basic numeric skills.
• Ability to exercise judgement to support good decision making.
• Ability to relate in an objective and empathetic way to customers.
• Ability to work productively both independently and in a team environment.
• Ability to travel to off-site locations in a timely and efficient manner, as required.
• Ability to work outside regular business hours, as required.