Search Homelessness Services Association of BC

Job Description / Duties

Brightside is currently seeking to fill a full-time, permanent position on our Operations team in the role of the Residential Tenancy Specialist (RTS). Reporting to the Director of Operations, the RTS plays an integral part in the organization’s mission to provide affordable housing. The RTS is responsible for overseeing the tenant life-cycle which includes tenant screening, selection, move-in, occupancy, ending tenancy and move-out. The RTS also serves as a liaison to existing residents (ie. tenants) to maintain successful tenancies, help improve their quality of life, and help build a sense of community.

MAIN AREAS OF FOCUS

• To coordinate the tenant selection processes, facilitate tenancy agreement administration and communications, and address tenancy issues, as they arise.
• To review and efficiently monitor housing vacancies and maintain integrity of the housing waitlists.
• To serve as a tenant/community liaison to help resolve concerns or disputes that may jeopardize tenancy or housing stability.

KEY POSITION RESPONSIBILITIES

• Review and process tenancy applications, coordinate tenant selection procedures, and perform due diligence protocols to ensure optimal tenant selection.
• Coordinate rent setting (affordable units), conduct income verifications, calculations of rent, and record/enter/validate individual tenancy data.
• Conduct and/or facilitate suite showings, move in/move out procedures, and
in-suite inspections.
• Prepare and administer tenancy/lease agreements and facilitate signing.
• Oversee the tenant life-cycle and execute tenant screenings, move-ins, occupancy, ending tenancy and move-outs.
• Maintain and ensure documentation standards are met regarding agreements, inspections, reports, and contracts.
• Participate in managing tenant-related issues that may arise regarding suite maintenance, tenancy agreements, behavioral expectations, etc.
• Prepare and communicate tenancy orientation materials and expectations.
• Efficiently monitor housing vacancies and waitlists to minimize housing vacancies and ensure optimal occupancy.
• Act as liaison between tenants and Operations staff to address property deficiencies and safety standards.
• Work with Accounts Receivable Coordinator to facilitate monthly rent collection, drafting chargeback letters, and assisting in the arrears collection process.
• Ensure regular, ongoing compliance with applicable tenancy regulations such as the BC Residential Tenancy Act.
• Serve as the main point of contact for the tenants, subsidy recipients and supporting agencies on behalf of the organization.
• Oversee the ongoing maintenance of tenancy-related files/documents using established protocols, analyze and interpret information to ensure accuracy, and initiate corrective action, when necessary.
• Draft and issue tenant warning letters, responses to tenant complaints, and other correspondence as required.
• Escalate emergent tenant issues to management as required.
• Prepare and issue Notices to End Tenancy as required.
• Apply for Orders and/or Writ of Possession and Monetary Orders as required.
• Critically analyze legislation and case law in order to effectively prepare for dispute resolution hearings with Residential Tenancy Branch.
• Coordinate the gathering, preparation, and submission of evidence in preparation of dispute resolution hearings with the Residential Tenancy Branch and represent the organization at dispute resolution hearings.
• Assist Community Development & Resident Support staff to provide resident support, advocacy, and referrals when required.
• Facilitate cross-training with other staff to ensure knowledge-sharing and job agility.
• Continue to develop the RTS Handbook and maintain regularly with updates to processes and procedures.

The preceding job description is not exhaustive and may change from time to time depending on the needs of the Foundation.

Qualifications / Required Skills

• Minimum of two to three (2-3) years’ experience in property management and working in-depth with the Residential Tenancy Act, plus some familiarity with the principles of administrative law and the law of evidence;
• Experience working with/for not-for-profit groups would be an asset;
• Experience with effectively and professionally presenting at dispute resolution hearings with the Residential Tenancy Branch;
• Cultural agility: Ability to work respectfully, knowledgeably and effectively with vulnerable populations;
• Knowledge of current social issues facing vulnerable and equity-seeking tenant populations, including homelessness, mental illness and drug addiction, domestic violence, child protection and aging.
• Solutions-oriented mindset with an exceptional ability to problem solve issues that arise, analyze complex, challenging and sensitive issues and balance diverse interests;
• Proven ability to demonstrate patience, tolerance, diplomacy and exercise tact and good judgement when dealing with a variety of individuals of diverse cultural, educational and socio-economic backgrounds and behavioral issues;
• Resident-focused: Demonstrates exceptional commitment to delivering the highest levels of service to our residents (ie. tenants);
• Exceptional written and oral communication skills, including the ability to communicate effectively and inclusively with a variety of individuals in a professional and sensitive manner, while maintaining the highest levels of confidentiality;
• Demonstrated ability to work independently while also being a team player that demonstrates a positive attitude and is courteous in working with all levels of staff and management;
• Sound practical knowledge of Windows-based programs including Word, Excel, and PowerPoint;
• A criminal record check for working with vulnerable children and adults is required for this position.
• A Bachelor’s Degree or Diploma or a combination of relevant education and experience would be an asset; and
• British Columbia Rental Property Management License, experience with Yardi Voyager, and/or courses in mediation and conflict resolution would all be considered assets.

The successful incumbent will be an organized, self-starter that thrives on problem solving challenges and delivering customer service excellence. They will be proficient with customer service, administration, have an interest in housing and/or property management, and the desire to help people in our community. They will possess a strong moral compass, be culturally aware, respectful, knowledgeable, a good listener, and able to assert and carry out tenancy services, while working within and supporting organizational protocols. They will lead by example and
must be an exceptional team player. They will accept and champion Brightside’s “Commitment to Diversity and Inclusion” and will be aligned with this commitment and the Foundation’s core values.

Additional Information

Brightside is proud to be a certified Living Wage employer. Expected salary range for this position: $72,000-$78,000/year (to commensurate with experience). A competitive and comprehensive benefits package is provided to qualified employees upon hiring. Employer-Matching RRSP program is offered after three (3) months of successful employment.

Salary: $72,000-$78,000/year

Contact Information

HOW TO APPLY

Brightside is an inclusive employer and encourages applications from women, persons with disabilities, members of visible minorities, First Nations, people of all sexual orientations and gender identities. All qualified individuals who would contribute to the further diversification of our organization are encouraged to apply. If you think you’d be a good fit for Brightside and this position, we invite you to submit your resume and cover letter in PDF format to careers@brightsidehomes.ca with “Residential Tenancy Specialist + {Your Name}” in the subject line. Postings will remain open until the specified submission deadline or until filled. We thank all applicants for their interest in these career opportunities, however, only candidates selected for an interview will be contacted. We thank all applicants for their interest.

Employer Profile

Brightside Community Homes Foundation (“Brightside”) is a private-sector, non-profit organization that owns and manages 26 buildings across the city of Vancouver, providing affordable homes to those who struggle to meet the demands of market housing. In addition to property management, Brightside is committed to building connections within the Brightside communities that include over 1000 residents.

COMMITMENT TO DIVERSITY

At Brightside, we envision a future where all people have access to homes within a safe, vibrant and healthy community. We are committed to recognizing and reflecting the diversity of the people we house, the communities we build, and the talent we employ. Brightside fosters an inclusive workplace culture where ideas, individual abilities and diverse perspectives are valued and each person is encouraged to learn, develop, and contribute in a meaningful way.