Search Homelessness Services Association of BC

Job Description / Duties

Main Purpose and Function
The Manager, Non-Market Housing Operations is responsible for developing and implementing policy and procedures, based upon the mission and values of Arts, Culture, and Community Services as well as compliance with Provincial legislation and non-market housing industry best practices.

The City of Vancouver is seeking a candidate who exercises independent judgement and possess strong problem solving skills for a variety of complex issues and situations.

The Manager plays a significant leadership role and directly supervises a team of Residence Managers, the Scheduler, and indirectly supervises all Residence Attendants working across the portfolio of 12 non-market housing buildings and approximately 1000 tenancies located in the Downtown Eastside, Downtown South, and Killarney area.

The Manager is responsible for the daily operational oversight and staff management of a complex, geographically disperse, and highly regulated housing portfolio. The Manager oversees the safety and security of staff, tenants, and buildings; ensuring compliance with residential legislation; the coordination of a variety of programs and services; tenant management and property management oversight; supporting the ongoing maintenance of sites; and tenant engagement strategies.

The Manager reports to the Director of Non-Market Housing Operations and assists in all aspects of managing the operations of the Non-Market Housing Operations portfolio. The position assumes acting responsibilities for the Director as needed. The Manager works closely with other City departments including affordable housing, human resources, finance, facilities, corporate services, planning, and parks, and with Finance and Corporate Services on capital and non-capital budget requests. External stakeholders include a broad constituency of community groups, ad hoc groups, businesses, other agencies, members of advocacy groups, and government agencies.

Specific Duties/Responsibilities
Responsible for Human Resource functions including hiring, training, performance management, attendance management and labour relations matters.
Establishes and practices appropriate professional boundaries – with and between staff, tenants, and the community.
Identifies needs and gaps and organizing staff training and development to maintain appropriate professional standards of service delivery.
In consultation with the Director, is accountable for supporting the goals and improvement plans established with employees as it relates to matters of discipline and terminations and represents the employer at grievance hearings and other employment related hearings
Supervises and leads staff and provides effective team leadership through execution and times of change and motivates a team of frontline workers
Identifies, develops, and implements best practices and procedures as they relate to the safety, security, and maintenance of the physical structure and tenant management
Establishes a safe and healthy environment for staff, tenants, and community members as per the City of Vancouver OH&S Program Manual and BC’s Occupational Health and Safety Regulation. Responds to WorkSafeBC orders and ensures the adherence of OH&S protocols and practices among staff.

Administration
Assists in the development of an annual operating budget and responsible for budget monitoring and reporting of the individual and aggregate operational and capital budgets. Analyzes and reports on financial information.
Prepares reports on tenancies as required and on community trends, issues, identifying escalated or politically active areas outlining recommendations
Leads strategic projects as set by the Director e.g. a staff scheduling system, policy and procedure development, business continuity and pandemic planning
Achieves operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing service standards; completing audits; determining system improvements; implementing change.
Works with the Residence Managers and Residence Attendants to ensure that all tenant and maintenance related items are tracked: rental amount calculations, tenant breaches of agreements, rent collection, maintenance callouts, transactions and work orders.
Provides monthly portfolio reports to the Director and assumes the leadership and management role in the Director’s absence.

Policies and Procedures
Develops and implements policies and procedures to guide work of department objectives and that preserve physical assets
Develops and monitors tenant selection and management criteria, income testing procedures, and oversight in the application of best practices, policies and procedures

Facilities
Assists Director in developing, with City Facilities Branch, a maintenance program/schedule appropriate to maintain the facilities and in keeping with lead practices of heritage structure methodologies.
Oversees the maintenance, repairs, and renovation of the physical plant and acquisition, maintenance and disposal of equipment and furniture and facilitates regular visits to each building.
In consultation with the Director seeking improvements on and approvals for contracted for services.

Risk Management
Participates in the development and implementation of plans and procedures to ensure the safety and security of the staff, tenants and buildings.
Identifies and evaluates the risks associated with program and operational activities and takes appropriate action to control the risks
Guides residence managers in leading practices of regulatory bodies, funders, and judicial bodies

Program Planning & Implementation
Develops and implements effective programs, processes, procedures, and schedules for meeting project and program deliverables and residents’ need
Manages programs and services effectively, researching, and administering program policies and supportive mechanisms
Develops crisis management strategies and practical responses and assists employees and external stakeholders with crisis management strategies.
In consultation with the Director, supports the development and analysis of KPIs, and metrics that underpin a framework of excellence in tenant and employee engagement strategies.

Community Development & Liaison
Communicates with tenants to provide information and respond to enquiries and works with the Residence Manager to identify and deescalate conflicts that arise within the tenant population, guests, and team members
Ability to develop feasible plans and successfully implement the plans
Liaises with other City departments, agencies and government offices and works with the Director to build positive relations within the surrounding communities and partnering agencies
Works in unison with the Director, Residence Managers, Operations Services Supervisor, Manager Security Operations, and key leads in delivering the mandate of safe and affordable housing to vulnerable and marginalized populations
Other duties/responsibilities as assigned

Qualifications / Required Skills

Minimum Qualification Requirements
Education and Experience:
A degree in Public Administration, Urban Planning or a related discipline, and considerable experience in managing operational, administrative and financial activities, preferably in property management, community development, or a social housing environment, or an equivalent combination of education, training and experience.
Minimum five years of experience in the social housing sector, in progressively senior positions with a minimum of two years at a management level including experience in managing a large staff team.
Recent related experience in: housing, social programming, human resource management, budget development and management; tenant and facility management; program coordination; working with non-profit organizations; and working with marginalized and disenfranchised populations
Experience in managing within a unionized setting an asset

Other Requirements:
A clear employment check is a requirement of the position.

Knowledge, Skills and Abilities:
Considerable knowledge of budget preparation and management techniques.
Considerable knowledge of the Residential Tenancy Act, the Arbitration process and the Society Act.
Considerable knowledge of the WorkSafeBC and OH&S policy and procedures.
Thorough understanding and application of the Collective Bargaining Agreement CUPE 15 that govern the unionized workforce.
Demonstrated interest in needs of people who face multiple barriers including poverty, mental health, physical disabilities, and/or drug or alcohol dependencies and who may be marginally housed or homeless.
Knowledge of social issues of poverty, isolation addiction, and marginalized populations, preferably within an urban context
Ability to lead and manage employees by way of best practices in hiring, coaching, mentoring, training, and managing performance and attendance.
Ability to establish goals, manage competing priorities and be accountable for decisions and actions.
Ability to organize training and education to support professional practices for staff working with vulnerable and at risk populations.
Ability to promote, oversee and coordinate programming.
Ability to prepare reports, proposals and monitor expenditures.
Demonstrated ability to actively listen, reflect and reframe concerns or ideas and to interact with people compassionately and tactfully
Ability to write in a clear and timely manner using effective communication tools and techniques.
Ability to operate consistently within the City’s value base and provide a positive role model for employees, partners, and residents.
Ability to anticipate, understand, and respond to the needs of internal and external stakeholders within the organizational parameters.
Ability to work evening or weekends as required

Additional Information

Business Unit/Department: Arts, Culture and Community Services (1200)
Affiliation: Exempt
Employment Type: Regular Full Time
Position Start Date: August 2020
Application Close: July 28, 2020

At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. We encourage applicants from diverse backgrounds, including Indigenous applicants, all genders, nationalities and persons with disabilities. The City of Vancouver is always interested in adding high performing team members to its staff. If you would like to be considered for this exciting and impactful career opportunity, please apply on our careers site.

We thank all applicants for their interest. However, only those selected for an interview will be contacted. Learn more about our commitment to diversity and inclusion.

To apply, please submit your application directly to https://jobs.vancouver.ca/job/Vancouver-Manager%2C-Non-Market-Housing-Operations-Brit/658393400/

Contact Information

To apply, please submit your application directly to https://jobs.vancouver.ca/job/Vancouver-Manager%2C-Non-Market-Housing-Operations-Brit/658393400/

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