CharityVillage

Position:        Housing Services Coordinator

Job Type:      Full-time, permanent employment; Hybrid role

Hours:            Monday to Friday, 8:30am-4:30pm (flexible); 37.5 hours per week

Location:       Brightside Head office*, Downtown Vancouver

                        (*with opportunities for remote work in accordance with our Remote Work Policy)

Brightside Community Homes Foundation (“Brightside”) is a private-sector, non-profit organization that owns and manages 26 rental properties 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 1100 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.

OPPORTUNITY

Brightside is currently seeking to fill a full-time, permanent position in the role of Housing Services Coordinator. This dynamic, meaningful role will be joined by three (3) other Coordinators and report directly to the Manager, Housing Services & Engagement. This is a hybrid role that includes in-person, in-office work in our downtown office and remote work opportunities.

MAIN AREAS OF FOCUS

• To provide resident-facing, service excellence in Brightside’s delivery of affordable housing.

• To serve as a front-line ambassador for Brightside and to liaise with residents to address their immediate and/or day-to-day housing needs.

• To follow and adhere to best practices in affordable housing, including adherence to the BC Residential Tenancy Act and the Adult Guardianship Act.

• To process the intake of incoming housing applications, maintain the housing waitlist, and facilitate resident selection process in accordance with Brightside’s core values and operational protocols.

KEY DUTIES & ACCOUNTABILITIES

Housing Administration and Services

• Serve as Brightside’s front-line representative to address, mediate, and/or resolve housing-related concerns brought forward by a resident (or another party);

• Ensure regular, ongoing compliance with applicable tenancy regulations such as the BC Residential Tenancy Act;

• Provide end-to-end housing-related services to existing and prospective residents for the duration of their tenancy including signing of rental/lease agreements;

• Review and process incoming housing applications while adhering to Brightside’s resident selection protocols to ensure optimal resident selection;

• Monitor (and fill) housing vacancies and maintain integrity of the housing waitlist(s) to ensure optimal occupancy;

• Communicate Brightside orientation materials and expectations to new residents;

• Draft and issue resident communications, responses to complaints, and other correspondence, as required;

• Provide ongoing, ad-hoc support and assistance to the Community Engagement Coordinator to bolster resident engagement and help build resilient communities;

• Assist the Community Engagement Coordinator with resident communication, special event planning, and administrative assistance, as required;

• In collaboration with the Resident Relocation team, process and facilitate internal transfer requests from residents, in accordance with the updated policies and procedures;

• Gather, prepare, and submit evidence and documentation to be presented at dispute resolution hearings with the Residential Tenancy Branch, as required; and

• Attend and/or represent the organization at dispute resolution hearings with the Residential Tenancy Branch, as required.

• Maintain and be responsible for electronic and other records pertaining to prospective and existing tenancies, including privacy obligations. 

Incoming calls and Front Desk duties

• Triage and/or redirect incoming resident inquiries to the appropriate functional area(s) within Brightside and to facilitate general communication/correspondence;

• Accept, process, and log incoming rent payments from residents and issue receipts, when appropriate;

• Coordinate with the Accounts Receivable Coordinator to follow-up on delinquent resident accounts and prepare, approve, and send correspondence or notices,
  as required; and

• Address housing and/or tenancy issues with residents as they arise including, but not limited to: rent payments, complaints, bike registration, parking assignments, storage/locker assignments, follow-up to service or repair requests, subsidy reviews, conflicts between neighbors, etc.

Other duties

• Facilitate cross-training with other staff to ensure knowledge-sharing and continuous job agility;

• Assist with the ongoing development of operational materials to codify and formalize Brightside’s processes, protocols, and workflows;

• Assist the Manager, Housing Services & Engagement with special projects and tasks, as required; and

• Other duties as assigned by the Manager, Housing Services & Engagement and/or the COO.

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

QUALIFICATIONS & DESIRED SKILLS

• Minimum of three (3) years’ experience in a service-related role working with the public and/or diverse populations and a demonstrated commitment to service excellence.

• Cultural agility: Ability to work respectfully, knowledgeably, and effectively with diverse and/or vulnerable populations;

• Solutions-oriented mindset: An exceptional ability to problem-solve issues that arise, analyze complex, challenging and sensitive issues and balance diverse interests with maturity and empathy;

• Exceptional written and oral communication skills; Ability to communicate effectively and inclusively with a variety of individuals in a professional and sensitive manner, while also maintaining the highest levels of confidentiality;

• Previous experience in affordable housing, property management, leasing, and/or administration, or a combination of two or more of these functional areas;

• Sound practical knowledge of Office 365 including Teams, Word, Excel, Outlook, and Adobe Pro.

• Strong working knowledge of the Residential Tenancy Act, and some familiarity with the principles of administrative law and the law of evidence;

• Ability to speak a second language would also be considered an asset in this role.

• A satisfactory criminal record check for working with vulnerable children and adults is required for this position.

ADDITIONAL INFORMATION

The successful incumbent will be an organized, independent, team player that thrives on problem solving challenges and is passionate about social justice. They will be proficient with administration, inter-personal communications, customer service, decision-making, and possess a genuine interest in affordable housing and/or property management and helping the community. They will possess a strong moral compass, be culturally aware, respectful, knowledgeable, a good listener, and able to successfully facilitate tenancy-related services. They will accept and champion Brightside’s Commitment to Diversity and Inclusion and will be well aligned with this commitment and Brightside’s core values.

Brightside is proud to be a certified Living Wage employer. Expected salary range for this position: $57,000-$62,000/year (to commensurate with experience) with a generous Paid Time Off (PTO) benefit. A competitive extended health, dental, and vision package is provided to qualified employees upon hiring. An employer matching RRSP program (as well as other additional benefits) is offered after three (3) months of successful employment.

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 “Housing Services Coordinator + {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.