Tenant Relations Officer

Our City, Our Future

St. John's is a progressive city with a strong connection to the past and a positive outlook on the future. As one of the oldest cities in North America we have a unique history, but we are also a growing city with the needs and opportunities of a modern urban population. The City of St. John’s is committed to recruiting world-class talent and expertise to join our City staff, more than 1200 strong, who provide a vast array of valued services to the residents of St. John's and the metropolitan area. If you are an innovative thinker with a positive attitude and a commitment to quality, we want you to help us make St. John’s a city where people want to live and feel they belong.

The Opportunity

Reporting to the Manager of Housing, the Tenant Relations Officer is responsible for administering and delivering affordable, non-profit, and social housing programs within the City's housing portfolio of 476 units. The position oversees tenant relations and housing administration activities, including application intake and assessment, occupancy management, lease and rent administration, property inspections, tenancy compliance, and community engagement. The incumbent ensures housing services are delivered in accordance with relevant legislation, regulations, municipal policies, and program requirements.

Accountabilities

• Oversee housing applications, applicant assessments, waitlists, and tenant records while ensuring confidentiality and regulatory compliance.
• Coordinate occupancy activities, including move-ins, transfers, move-outs, and other tenancy changes.
• Respond to tenant inquiries, concerns, and complaints, and support the resolution of tenancy issues.
• Monitor compliance with lease agreements and address tenancy breaches as required.
• Administer rent calculations, reviews, collections, and arrears management.
• Conduct property inspections and identify maintenance, health, safety, or compliance concerns.
• Prepare tenancy-related correspondence, notices, agreements, reports, and documentation.
• Represent the organization in tenancy-related meetings, hearings, appeals, and other proceedings as required.
• Provide advice and guidance on tenancy matters and contribute to policy development, program reviews, and service improvements.
• Identify and mitigate operational and tenancy-related risks, assign work to housing staff as needed, and act on behalf of senior staff when designated.
• Perform other related duties in support of housing program delivery

The successful applicant will be required to participate in all training programs applicable to this position and other related work. The above statements reflect the general duties considered necessary to describe the principal functions of the job identified and shall not be considered a detailed description of all work requirements that may be inherent in the job.

Qualifications

Education and Experience
• Undergraduate degree in Social Sciences, Business Administration, Public Administration, Property Management, or a related field.
• Five (5) years of related experience in housing administration, tenant relations, property management, or community services.

Knowledge, Skills and Abilities
• Knowledge of residential tenancy legislation, housing programs, applicable policies, and property management practices.
• Strong interviewing, assessment, conflict resolution, case management, and decision-making skills.
• Ability to communicate effectively with tenants, applicants, staff, elected officials, community agencies, and service providers.
• Ability to handle confidential information with discretion and professionalism.
• Strong analytical, organizational, customer service, financial administration, and report-writing skills.
• Ability to work independently, manage complex situations, and engage effectively with diverse and vulnerable populations.

Other

The successful candidate will be required to provide a Certificate of Conduct and Vulnerable Sector Check. A valid Class 5 driver's license, access to a vehicle, and proof of business insurance will be required upon hiring.

Working Conditions

Work is performed in both office and field settings and involves regular travel to housing properties and tenant residences. The position requires home visits, property inspections, and participation in tenancy-related meetings and proceedings. Exposure to sensitive information, challenging tenant situations, and conflict is expected, requiring sound judgment, diplomacy, and professionalism.

Hours of Work

Monday to Friday, 9:00AM to 4:30PM

The City of St. John's has a flexible work protocol which applies to this position and is entirely operationally dependent.

We wish to express our appreciation to all applicants for their interest and effort in applying for this position. However, only candidates selected for interview will be contacted. The City of St. John's does not accept applications in person, by email, fax or mail. Applications will be received up to 12:00 Midnight (Newfoundland Standard Time) on closing date.

This City of St. John's is an equal opportunity employer and is committed to the employment of a qualified workforce which reflects the community's diversity.