In addition to competitive wages 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;
• Three Weeks 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;
• 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.

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 Complaints Resolution Specialist (CRS) is responsible for conducting the intake of tenant complaints, including documenting, identifying and analyzing issues that arise. They will also use their conflict resolution skills and current policies and procedures to resolve complaints in a fair and timely fashion by working with both internal and external stakeholders in a matter that aligns with TCHC's tenant focused culture.

The CRS is expected to effectively manage a caseload of complaints, conduct follow-up research and make inquiries on individual complaints, as appropriate. They will also be responsible for identifying and analyzing trends in complaints in order to identify possible systemic issues, gaps in service levels or methods to improve internal policies and procedures that impact operations and tenant services.

What You’ll Do

Complaints Intake

Receives complaints and inquiries by mail, email, telephone or in person and obtains all relevant information by asking questions, requesting documentation where appropriate and following up with the complainant where necessary
Prepares correspondence to the client to acknowledge the complaint and provide information regarding the process/next steps
Triages and prioritizes complaints as appropriate to ensure timely and relevant responses
Summarizes and clearly documents complaints using the office’s case management system

Complaint Review

Triages complaints, prioritizes and identifies next steps to attempt resolution by working closely with other internal TCHC divisions
Conducts appropriate research and makes inquiries in order to identify opportunities for potential resolution or to make appropriate recommendations on the resolution of the complaint
Potentially coordinate and attend meetings with tenants or other stakeholders to gather more information in order to identify the best way to resolve the situation
Identifies applicable legislation, regulations, polices or procedures and uses them in order to attempt resolution or to make appropriate recommendations for the complaint
Manage and track multiple cases concurrently and ensure that decisions being made are in accordance with established service levels and timelines
Ensures that timelines and deadlines are met and that all complaints are dealt with in a timely fashion without undue delay
Consults with management during the review and escalation of complaints when required
Flags exceptionally serious, sensitive or systemic complaints to management’s attention within a timely fashion
Ensures all complaints received from various platforms (letters, email, voicemail, website) are organized and well documented in the offices case management system

Complaint Resolution

Prepares correspondence and other documentation that clearly communicates the complaint, the issues that were resolved by the office and the outcome of the complaint
Provides updates to all parties involved (internal and external stakeholders) regarding the issues that were resolved by the office and the outcome of the complaint
Ensures that the correspondence and outcome of the complaint is documented in the office case management system

Trend Analysis

Analyses trends and patterns in complaints in order to identify potential systemic issues
Summarizes complaint information and drafts reports outlining the results of the trends for the purpose of briefing managements or other internal TCHC divisions

Other Duties

Provides assistance to management to assess escalations, including conducting research and reviewing documentation
Facilitates presentations or meetings to discuss trends and potentially systemic issues that arise

What You’ll Need

Post-secondary education in the social sciences, project management or property management sector
Minimum 2 years recent experience providing intake, complaint handling and resolution services in a social housing, property management or public sector organization
Knowledge of the Housing Services Act, 2011, Rent-geared-to-income (RGI) Administration, City of Toronto Guidelines, Municipal Freedom of Information and Protection of Privacy Act (MFIPPA), Human Rights Code and Accessibility for Ontarians with Disabilities Act (AODA)
Certificate in Dispute Resolution or Mediation an asset
Demonstrated experience with vulnerable tenants and populations
Excellent interpersonal, verbal and written communication skills combined with client relationship skills
Ability to interact effectively and engage with a variety of stakeholders including tenants, government officials, support agencies etc
Excellent listening, problem solving, conflict resolution and mediation skills
Ability to write reports clearly and accurately and deal with confidential information
Experience preparing and presenting reports pertaining to trends within the data and providing recommendations on how to improve service delivery within an organization
Strong organization skills to prioritize work and handle multiple assignments within tight deadlines in a high volume, high pressure environment with minimal supervision
Strong analytical skills and proven ability to gather information, interpret facts and evidence while appropriately applying policy and relevant legislation
Demonstrated strong commitment to providing high level and respectful service to a diverse population (age, race, language, gender, sexual orientation, culture disability)
Proficient in MS Office with an emphasis on Outlook, Word, Excel, Visio, Power point
Ability to use various software platforms that support business practices (HMS, EasyTrac, CORA, Suitespot, etc)
Travel and work at various locations across the TCHC portfolio
Flexible schedule, evenings and weekends
Attend tenant meetings during evenings or weekends

What’s next

Once you apply, we’ll review your resume and contact you if your skills and experience match the qualifications for the role. If you are selected to move forward, the process will include one or more interviews and/or assessments and reference checks.

Candidates for unionized positions must score a minimum of 70% to pass any interview or assessment and be considered for the next stage of the recruitment process. Successful candidates will be determined based on score and where applicable, union seniority. Not all candidates who score 70% or higher will automatically proceed to the next stage of the recruitment process as this will be dependent on the number of candidates and number of available roles.