Special Initiatives Clerk - Temporary and Permanent Eligibility List

Please Note: An Eligibility List will be created from this competition and will be in effect for up to six (6) months for any future Temporary and PermanentSpecial Initiatives Clerk positions that may become available.

Benefits/Work Perks

In addition to competitive wages and a rewarding career where you can truly make a difference, we offer a comprehensive benefit 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 plan;
• 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

At Toronto Community Housing we pride ourselves on fostering an environment of collaboration and respect. In the Special Initiatives Clerk role, you will build strong internal and external relationships and play an integral part in transforming Toronto Community Housing for the future!

The Special Initiatives Clerk will provide services in relation to the assessment of requests from tenants from either the Office of the Commissioner and Housing Equity (OCHE), Transfer Review Committee or RGI Review Body within the scope of the services provided in the Tenant Resolution Office in accordance with Toronto Community Housing Processes.

What you’ll do

• Schedule, coordinate and confirm weekly meetings, conference calls and facility arrangements
• Assess and prepare packages for centralized processes ensuring completeness and compliance to TCHC processes including identifying when requests or applications are incomplete or where more information is required to ensure decisions are made in accordance with established policies
• Request, analyze and evaluate documentation according to policies, procedures, programs and related legislation
• Respond in a sensitive manner to non-routine telephone, written inquiries, e-mails or walk in inquiries from tenants, their advocates, interpreters and the public related to centralized processes and Special Initiatives and helps resolve customer complaints
• Provide support, guidance and information in compliance with legislation and internal policies/procedures related to centralized processes and Special Initiatives to internal staff
• Provide details on status of centralized requests
• Make suggestions related to centralized review processes and Special Initiatives to improve TCHC processes
• Participate actively in the development and implementation of centralized processes and Special Initiatives
• Complete required forms, documentation and files to ensure tenant requests or applications are accurate and information required to support decisions is available
• Prepare a variety of documents and correspondence including emails, letters, reports, statistical summaries, fact sheets, etc.
• Respond to telephone and e-mail inquiries from tenants
• Liaise with internal staff to resolve open and/or incomplete requests and documentation requirements
• Develop appropriate tracking tools and maintains electronic and paper log of activities related to centralized processes and other Special Initiatives to ensure TCHC compliance to HSA, City Guidelines and TCHC policies and processes
• Provide excellent customer service to staff, tenants, agencies and stakeholders
• Filing
• Document actions taken in electronic and paper files, databases and any necessary communication correspondence to defined standard
• Update EasyTrac and HMS records to reflect up to date tenant information
• Assist with administrative duties including faxing, photocopying, scanning, etc.
• Adhere to strict timelines as documented in TCHC processes and City Guidelines
• Prepare monthly reports by analyzing qualitative and quantitative data
• Document policies and procedures as implemented or revised
• Keep updated on appropriate legislation, policies, etc. to maintain knowledge of current information
• Provide support and direction to clerical support staff
• Assist in the training and orientation of new staff
• Other duties as assigned

What you’ll need

• Post-secondary education in a related field or equivalent work experience (i.e. Property Management, business administration, business planning, project planning, etc.)
• Knowledge of the principles and practices of Toronto Community Housing as it applies to social housing administration
• Strong written communication skills to compose a variety of written materials (i.e. fact sheets, letters, email, etc.)
• Knowledge of relevant legislation such as the Housing Services Act, City Guidelines, TCHC policies and processes related to rent subsidy administration an asset
• Analytical and decision-making skills to assess needs/eligibility and provide effective screening as related to centralized processes and Special Initiatives
• Mathematical ability to calculate rent and compile statistical summaries
• Organizational skills to prioritize work and handle multiple assignments within deadlines in a high volume, high pressure environment
• Strong communication and conflict resolution skills, tact and diplomacy to respond to a broad range of inquiries and maintain effective working relationships with internal staff, tenants, and agencies
• Ability and sensitivity in providing respectful service to a diverse population (inclusive of age, race, language, gender, sexual orientation, culture and disability)
• Familiarity with the use of general office equipment and filing procedures
• Working knowledge of word processing, spreadsheet software and database and information systems (i.e. MS Word, MS Excel, Housing Management System (HMS), and EasyTrac) and ability to utilize information systems and prepare reports
• Ability to handle high volume of work with minimal supervision
• Good comprehension and listening skills
• Must work well in a team environment
• Strong time management skills
• Ability to travel and work at various locations across the TCHC portfolio

What’s next

Once you apply, we’ll review your resume and cover letter to determine if your skills and experience match the qualifications for the role. Only qualified candidates will be contacted to move forward in the hiring process. If you are contacted, 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. Note: 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.
Assessment Process:
Candidates will complete an online test, a computerized written test and a verbal interview. Candidates will need to achieve a score of 70% on each step/assessment to pass. Successful candidates will be considered further based on union seniority. In the event there are any changes candidates will be notified prior to the assessment in writing.

INDS