Senior Manager, Tenant Relations & Human Rights

What we offer

In addition to a competitive salary and a rewarding career where you can truly make a difference, we offer a comprehensive 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;
• Minimum four (4) weeks of 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, including a health spending account available upon your start date;
• 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.
  

Hybrid Job: This job offers the opportunity to work from home as part of a hybrid work arrangement. This arrangement will allow you to work some days at a TCHC work location and the rest of the time from home. The amount of time required to work at a TCHC work location is flexible, while considering operational and service delivery requirements.

Make a difference

The Sr. Manager Tenant Relations and Human Rights plays a pivotal role in overseeing the teams responsible for Priority Unit Transfers, Human Rights Accommodations and Escalated Complaints. This role serves as the primary liaison with Ombudsman Toronto on strategic matters and cases where they are conducting a review. The Sr. Manager ensures that all processes and decisions related to the teams’ function align with the Human Rights Code, TCHC policy and other relevant legislation. This role is responsible for monitoring and assessing functional data and conducting strategic analysis to identify issues and process gaps related to transfer, complaints and human rights accommodation requests. They are tasked with developing and implementing Operations-wide process improvements to address these issues. This role is accountable for leading training for staff on Human Rights accommodation requirements, both within the immediate team and across Operations, in partnership with the Learning and Organizational Development division. They are the liaison and point of contact with the Human Rights team in Legal Services and they work collaboratively with Legal counsel on complex Human Rights accommodation cases. The Sr Manager provides strategic advice to the Director and COO on matters related to Human Rights accommodation, transfers, escalated complaints and other related matters.

What you’ll do

Priority Transfers and Human Rights Accommodation Functions

• Manage the overall function of TCHC’s human rights policies and procedures within Operations including tenant relations, accommodation and crisis priority transfers, accessibility modifications and human rights complaints
• Ensure policies and procedures are revised in accordance with revision schedule and as necessary to ensure proper function of the tenant human rights and priority transfer systems
• Report regularly to Executive Leadership Team and Board of Directors and (as needed), Ombudsman Toronto, on human rights complaint tracking and analysis.
• Plan and implement, in collaboration with Legal Counsel, Human Rights, regular human rights and priority transfer training for staff
• Sit on tenant transfer review committee
• Coordinate regular tenant consultations/educational sessions on TCHC’s human rights, accommodation and transfer policies and procedures, and on the priority transfer and accommodation transfer program
• Coordinate with and advise other divisions including the Centre for Advancing the Interests of Black People, Strategic Communications, Operations Planning & Program
• Services, Programs & Partnerships on human rights initiatives
• Oversee the tracking of trends in tenant human rights complaints and accommodation requests and respond as necessary.

Team Leadership

• Design, implement and evaluate Human Rights and Tenant Relations-led initiatives that support the immediate and broader Operations team in responding appropriately and with excellent customer service, and in alignment with the OHRC and other relevant legislation
• Lead the development of policies and procedures to enhance service delivery related to escalated complaints, priority transfers and human rights accommodation.
• Identify opportunities for program expansion and innovation to help TCHC and Operations better respond to human rights accommodation issues, and to ensure that the priority transfer system operates with a balance of compassion, fairness and equity.
• Balance operational, strategic, political and reputational risks to make decisions and provide direction to staff on the Tenant Relations, Priority Transfers and Human Rights accommodations teams.
• Supervise and support program staff, providing mentorship and professional development opportunities.
• Promote a positive and inclusive work environment.
• Conduct performance evaluations and implement staff training initiatives.

Tenant Relations

• Manage and oversee the overall functions related to escalated complaints, Office of the CEO and Tenant Relations.
• Provide support and direction to the team on complex cases
• Develop and revise policies and procedures related to complaints management for the full Operations team, in collaboration with the Client Care Centre and the Regional Operations teams.
• Oversee the monitoring of trends, and emerging issues to inform the production of an annual report on complaints, monitoring trends, response times, outcomes and action arising from complaints

Stakeholder Engagement and Partnerships

• Engage regularly with stakeholders and manage relevant relationships on an ongoing basis, including the relationship with TCHC’s RPATH committee.
• Liaise with Ombudsman Toronto and provide support to internal staff teams on OT investigations
• Collaborate with the Ontario Human Rights Commission on training and development opportunities for TCHC staff to ensure they are equipped to respond to new and emerging case precedents related to Human Rights accommodation
• Lead the development of Operations team responses to Ombudsman Toronto inquiries and investigations.
• Liaise with the Manager, CEO’s office and Manager Stakeholder Relations to ensure that escalated executive-level complaints are addressed quickly and appropriately.

Operational & Financial Management

• Oversee program budgets, ensuring efficient allocation of resources.
• Monitor program performance, reporting key metrics to leadership and stakeholders.
• Ensure compliance with funding agreements and regulatory requirements.

What you’ll need

• Post-secondary education in Social Work, Business, Public Policy, or other relevant field or equivalent combination of education and work experience
• Master’s degree in a relevant field is preferred.
• 8 years progressive experience demonstrated in Tenant Resolution, resolving complaints and /or responding to complex customer service inquires with at least 3 years in management capacity within the broader public sector or non-for-profit sector
• Including 3 or more years experience in handling Human Rights accommodation cases in a public sector environment
• In depth knowledge of social housing services and challenges including addressing the needs of vulnerable populations
• Experience motivating, leading, training and managing unionized and non-unionized staff in a complex, public-sector organization
• Highly developed interpersonal, conflict resolution, project management and problem-solving skills
• Demonstrated ability to communicate and represent the unit professionally with senior staff, committees and stakeholders
• Experience with statistical analysis and presentation of complex information
• Demonstrated ability to lead systemic change in areas which are not within the span of the post holder’s control.
• Operates effectively as a case manager
• Experience in leading complex negotiations across departmental boundaries in difficult circumstances.
• Strong political acumen and excellent judgement
  

What’s next

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 to move forward in the hiring process. If you are contacted, the process will include an interview, written/practical test, and reference check.