Team Lead, Landlord Engagement Opening Doors Durham (ODD) and Housing Retention

Job Title: Team Lead, Landlord Engagement Opening Doors Durham (ODD) and Housing Retention

Department: Housing

Reports To: Manager, Housing

Hours of Work: 8:30 a.m. 4:30 p.m.

Application Deadline: July 31,

Job purpose

The Team Lead, Landlord Engagement, ODD and Housing Retention reports to the Housing Manager and is responsible for assisting with the coordination of the day-to-day operations of the Housing Department and leading the functions associated with Opening Doors. The incumbent will keep abreast of the workflow to identify issues, improve processes, and problem-solve with staff to ensure the highest level of service to clients. The Team Lead, Landlord Engagement, ODD and Housing Retention will address complex cases that have been escalated by staff and will delegate to and monitor tasks assigned to their teams. The team lead will also be responsible for responding to emails coming from workers and community partners to ODD and ensure referrals are processed in a timely manner.

The incumbent will also provide support to landlords and clients within the ODD Program to create more housing opportunities within the private rental market, while enhancing the relationship between existing programs meant to support housing retention over the long term. As well as ensuring that the clients living in the Opening Doors Program are connected to services throughout the Durham Region and have the skills and knowledge that will help them demonstrate responsible tenancy practices, maintain and retain their housing long-term.

Acts as a designate for other Housing Team Leads during planned and unplanned absences, working alongside the manager to provide leadership, staff support, and operational oversight as required.

The role consists of approximately 80% functional leadership responsibilities including coordination, supervision, and overseeing service delivery and 20% direct front-line service delivery.

Company Overview Duties and responsibilities

• Using client-centered, anti-oppression, anti-racism, trauma-informed, gender-based analysis plus+ and strength-based approaches, build relationships and establish rapport with existing community partners, vendors, staff and volunteers.
• Maintain confidentiality and privacy protection measures for all community partners, vendors, staff, volunteers and clients
• Promote a high-functioning teamwork environment that is inclusive, harmonious, cooperative, efficient and productive.
• Participate in promoting a positive workplace culture through agency committee membership and departmental activities
• Coordinate the daily operations of the Opening Doors Durham (ODD) program to ensure services are efficient, locally responsive, client-centered, and results-driven.
• Work closely with the Housing Manager and Housing Team Leads to ensure the organization achieves all funder housing targets, service delivery outcomes, and program objectives while utilizing available resources effectively.
• Ensure the ODD program meets regional performance targets, including landlord onboarding, housing placements, client retention, and accurate HIFIS documentation within two business days of every client interaction, in accordance with Durham Region requirements.
• Ensure all management correspondence received from Durham Region, funders, and the HIFIS Coordinator is responded to within two business days, copying the Housing Manager on all written correspondence and keeping the Manager informed of any significant verbal or in-person communications.
• Process approximately 20% of all ODD referrals while overseeing the timely distribution, assignment, and monitoring of referrals among the Landlord Engagement and Referral Specialist (LERS)
• Maintain responsibility for the ODD Referral Spreadsheet, ensuring referrals are accurately tracked, assigned, updated, and closed in collaboration with the Housing Intake Worker
• Maintain responsibility for the ODD Unit Tracking Spreadsheet, ensuring all available units, rented units, upcoming vacancies, and units that are no longer available are updated promptly and accurately to support program reporting.
• Work collaboratively with the LERS to ensure all ODD referrals accurately reflect active program participants, that referrals remain current, and that eligible clients are registered on the By-Name List.
• Develop and implement landlord engagement strategies that increase access to safe, affordable housing opportunities throughout Durham Region.
• Build and maintain positive relationships with landlords, property managers, and community partners to strengthen landlord participation and support housing stability.
• Regularly review and update the landlord database to ensure landlord information, unit addresses, and property records are accurate and consistent with HIFIS.
• Maintain and regularly update the list of clients successfully housed, obtaining confirmation from assigned staff or independently verifying placements to ensure timely and accurate reporting.
• Track and document units lost due to landlord withdrawal, privately rented units, property sales, or other circumstances, ensuring accurate reporting and trend analysis.
• Maintain and update all ODD operational spreadsheets daily, including landlord engagement activities, referrals, housing placements, landlord onboarding statistics, housing retention data, unit inventory, and other program performance measures.
• Conduct Bi-weekly quality assurance reviews and audits of HIFIS records, referrals, landlord files, case notes for retention staff, and ODD program data to ensure accuracy, completeness, compliance with regional reporting requirements, and overall data integrity. Work collaboratively with staff to address discrepancies and continuously improve data quality.
• Review staff caseloads, referral assignments, and workload distribution on a regular basis to ensure equitable allocation of work, timely client service, and achievement of program targets. Identify workload pressures or service gaps and provide recommendations to the Housing Manager to improve operational efficiency and service delivery
• Prepare, review, and maintain monthly accurate statistical reports, narrative reports, and program performance reports required by funders, management, CDCDs board and community partners
• Process program-related invoices, receipts, cheque requisitions, and supporting documentation in accordance with organizational financial policies and procedures.
• Provide leadership, coaching, mentoring, and day-to-day functional supervision to theODD Team, promoting accountability, consistency, and professional development.
• Attend assigned community and regional sector table meetings and notify the Housing Manager and Regional representatives in advance if attendance is not possible.
• Provide operational backfill for other Housing Team Leads during planned or unplanned absences to ensure continuity of leadership across Housing programs.
• Assist the Housing Manager with annual operating budgets, funding proposals, forecasts, strategic planning initiatives, and continuous program improvement.
• Ensure all activities comply with the Residential Tenancies Act, Landlord and Tenant Board legislation, Occupational Health and Safety Act, privacy legislation, organizational policies, and all applicable provincial and federal legislation.

• Other duties as assigned.

Leadership & Professional Conduct

• Demonstrate patience, empathy, and active listening in interactions with team members, landlords, clients, and partners, especially in high-pressure or sensitive situations.
• Represent the agency professionally in all internal and external interactions, including with community partners, funders, landlords, clients and other stakeholders.
• Uphold and model the agencys Code of Conduct, exercising sound judgment and discretion in decision-making, conflict resolution, and leadership practices.
• Attend monthly Team Lead meetings to contribute to strategic discussions, share updates, and collaborate on cross-functional initiatives.
• Handle sensitive information with discretion and maintain strict confidentiality in all aspects of leadership and team management.
• Promote a high-functioning teamwork environment that is inclusive, harmonious, cooperative, efficient and productive.
• Participates in promoting a positive workplace culture through agency committee membership and departmental activities.

Staff Training & Support

• Model effective team leadership to all staff by fostering an environment that is welcoming, and where everyone contributes to continuous innovation and improvement.
• Effectively and professionally direct, support, motivate and coach staff that work from varying itinerant locations.
• Ensure all necessary tools and resources are available to staff and utilized to operate effectively in an outcome measurement environment.
• Review workflow and improve processes to support staff to maintain established service standards and customer service excellence.
• Lead and facilitate the ODD teams bi-weekly case conferences.
• Explore and recommend opportunities for professional development and learning from peers as team members share best practices, discuss complex cases, and receive feedback on their approaches.
• In collaboration with the Manager, coordinate the on-boarding process for new team members and participate in their orientation and training.
• For HIFIS training, coordinate with LEAP and Housing Data Integrity Worker to maintain an up-to-date list of team members requiring training, ensuring timely scheduling and completion.
• Support and guide team members in raising and escalating concerns or complaints received related to the ODD program to the manager.
• Work with team members to ensure all files for ODD programs are scanned and saved in the Drive.
• Ensure accurate and timely documentation on HIFIS for entries related to gift cards or other forms of monetary support issued to clients and ensure that team members are scanning and securely saving all related documentation in the designated internal folder
• Accompany retention workers during crisis situations to provide leadership support, ensure staff safety, and assist in de-escalation when needed.
• Provide guidance and support to team members when handling Landlord and Tenant Board (LTB) hearings. Attend hearings when necessary to assist staff and ensure accurate representation of client cases.
• Support Landlord Engagement Specialist (LES) team in responding to, and handling eviction notices.
• Assist and support the LES and Housing Retention team in addressing and conducting unit inspections or other matters related to city by-laws.

Direct front-line service delivery and case management (20%)

• Process approximately 20% of all Opening Doors Durham referrals while overseeing the timely distribution, assignment, and monitoring of referrals among the Landlord Engagement Specialist (LERS).
• Maintain a dedicated caseload focused on landlord engagement and/or client retention within ODD program.
• Provide support to clients by assessing possible multi-disciplinary needs, including housing, income support, emotional counselling, safety and protection, and legal. Services are to be delivered inclusively and equitably, unless safety considerations necessitate otherwise.
• Conduct holistic client intake, assessment, case planning, service follow-up, referral and advocacy.
• Assist clients to secure income support wherever and whenever possible.
• Assist clients to maintain their housing (eviction prevention) or assist clients to find other housing wherever and whenever possible.
• Provide clients with education on tenant rights, life skills training or other information that will assist with the clients overall well-being
• Meet and assist clients throughout the Durham Region to help them complete applications such as Housing Stability, LEAP, OESP, income support, etc.

Qualifications:

• Demonstrated 3-5 years of relevant supervisory experience in a community-based housing or related agency, working with diverse teams and stakeholders
• Completion of a college diploma or undergraduate degree in Social Work or other relevant discipline
• At least 2+ years in leading projects and teams in executing project deliverables
• Demonstrated understanding of the housing sectors intersection with other sectors and issues being faced by people experiencing and people who are at-risk of experiencing homelessness
• Knowledge of and experience using HIFIS is preferred
• Proven ability to work with landlords and landlord associations is required
• A demonstrated understanding of anti-oppression, anti-racism, trauma-informed and gender-equity frameworks, social change and cultural competency is required
• Extensive knowledge of community-based resources and government agencies for low-income people, including income through Ontario Works, Ontario Disability Support Program, Old Age Security
• Practical knowledge of best practices in the housing sector, the Landlord and Tenant Act, the Residential Tenancies Act, the Housing Services Act, and all other relevant legislation
• Strong mediation, problem-solving and advocacy skill
• Proven ability to understand, map, and improve workflow and processes
• Advanced time management skills, attention to detail and ability to meet deadlines
• Strong computer literacy (i.e. word processing, database management, internet and email) and experience working in online environments with web-based tools
• Excellent oral and written English communication skills; second language is an asset
• Training in nonviolent crisis intervention (CPI), Suicide intervention (ASIST), and standard first aid, or a commitment to obtaining those requirements within six months of being hire
• Demonstrated experience in writing reports and communicating project outcomes
• Legally permitted to work in Canada

Competencies and desired behaviors:

• Professional and polished demeanor, with excellent communication skills
• Strong work ethic, integrity, and ability to build trust and rapport.
• Must have a superior level of integrity and demonstrated ability to work with confidential and sensitive information.
• High-level attention to detail and takes personal pride in work performed.
• Maintains flexibility and performs well under pressure.
• Demonstrates a high degree of initiative and judgment.
• Highly motivated, dynamic, proactive and forward-thinking individual with exemplary interpersonal skills
• Team player who is positive, professional and experienced in working with at-risk clients
• Ability to coach and mentor team members working in varying locations.
• Able to work both independently and within a team context.
• Capable of effectively managing stressful situations in a fast-paced environment
• Highly motivated, organized with strong time management skills and the ability to handle multiple projects concurrently and meet tight deadlines.
• Responds to stressful situations in a calm, collected and professional manner
• Demonstrates the ability to deal effectively with a variety of people and resolve conflict when necessary.
• Strong decision-making ability and keen attention to detail
• Must be proactive, resourceful, and possess the ability to resolve complex client concerns.

Additional Requirements

• Must provide valid criminal records check prior to commencing employment.
• Will need to be flexible regarding assigned work hours and location.
• Be physically able to function effectively in an environment that includes both a normal office and duties being carried out in an external setting
• AvalidOntariodriverslicense(ClassG),useofavehicleandinsurancewiththeabilitytowork in a variety of settings.
• Able to lift up to 20 lbs. Prolonged sitting is required.

This job posting relates to an open vacancy . The recruitment process does not involve artificial intelligence or automated decision-making. All candidate assessments and hiring decisions are conducted by human reviewers.