Manager, Resident Access and Support East

Organization NameJob CategoriesPosition TypeRegion and Location(s)Career LevelSalaryAd Online SinceApplication Deadline
Toronto Community Housing
  • Social Work
Contract - Full Time
  • Ontario - Metro Toronto Area - Toronto
Manager (Supervisor of Staff)$88,024 - 132,0362019-05-152019-05-31
Job Requisition Number: 3463

Make a difference

Are you passionate about helping Toronto’s vulnerable populations and looking for an opportunity to work with an organization that is dedicated to improving the lives of residents from diverse backgrounds?

Do you want to use your leadership experiences to influence community growth?  If this sounds like your ideal career, then Toronto Community Housing is the place for you!  We are searching for a collaborative and strategic leader who enjoys working in a dynamic and energetic environment. 

The Manager, Resident Access and Support is responsible for the day-to-day operation of the local office and supervision of local team. In close collaboration with other business units/divisions, operating units, community partners and external stakeholders, the successful candidate will plan, develop and oversee the coordination of services and supports for residents who are at risk of losing their home or who require additional supports to achieve stability and maintain their housing. He/she is responsible for identifying, planning and executing initiatives to improve housing stability for residents facing increased vulnerability and to make recommendations to senior management.

The position manages a team of staff (Community Services Coordinators) that coordinate third party service provision from a broad range of health, social service and community support providers to ensure timely and quality services for residents for residents at risk of losing their housing including those with mental health or substance use issues, diminished capacity, physical or intellectual impairments, literacy or language barriers, a history of street homelessness, frail or isolated seniors and adults with special needs.

What you’ll do

Leading Staff/Managing Resources

  • Lead Resident Access and Support unionized staff in a local team
  • Build and nurture an environment that supports staff to achieve business results, provide excellent customer service, effective decision-making, lead healthy lifestyles and maintain a safe workplace
  • Coach, train and mentor staff to support effective teamwork, high standards of work quality and organizational performance, continuous learning and innovation
  • Ensure team is compliant with documentation standards and confidentiality is maintained in accordance with applicable legislation, corporate policies and procedures, and collective agreement
  • Participate in/assist with collective agreement grievances, as required
  • Manage local team resources ensuring effective and efficient use of resources
  • Prepare/monitor team budget, as well as funding tied to special  projects
  • Approve expenditures
  • Enter payroll, manage staff schedules, address personnel issues as they arise, recruit staff
  • Provide after-hours on-call coordination support for residents with unit damage or displacement in the event of major event (e.g., fire) or emergency
  • Identify risks and mitigation strategies

Partnership development

  • Provide advice and expertise on matters relating to services and local partnership development, particularly those residents at risk of losing their housing including those with mental health or substance use issues, diminished capacity, physical or intellectual impairments, literacy or language barriers, a history of street homelessness, frail or isolated seniors and adults with special needs
  • Develop, implement and monitor resident support partnerships, initiatives, systems, policies and procedures in a project management capacity
  • Develop and coordinate creative partnerships and joint service planning in collaboration with other business units/divisions
  • Coordinate with local LHINs and other funders to identify gaps in services to residents and to generate new sources of funding


  • Provide strategic advice, guidance and support to Toronto Community Housing and business units on resident access and support issues
  • Coordinate the ongoing research and evaluation of local resident support partnerships and services; work with other business units to document data for evidence-based decision-making and business plan development
  • Lead team’s operational planning process, development, documentation and implementation of business plans, business cases and initiatives as they relate to resident support
  • Prepare or support the preparation of funding proposals, business cases and resource development activities in support of resident support initiatives
  • Prepare regular reports and update on resident support activities and initiatives
  • Ensure timely reporting of performance measurement statistics
  • Act as a key liaison amongst local staff, community partners, elected officials, residents and others and serves as organizational lead at City -wide and sector tables
  • Analyse and interpret trends in community health
  • Coordinate interdisciplinary tables with TCH business units

Support Residents who are at risk of losing their housing

  • Establish and facilitate local frontline and interdisciplinary teams
  • Support local integrated teams to develop action plans to assist residents to maintain housing
  • Provide advice and support conflict resolution between neighbour disputes
  • Resolve tenancy management issues with residents with complex issues involving multiple barriers such as diminished capacity, physical or intellectual impairments, language and literacy issues, mental health and substance use issues, etc..
  • Coordinate the development of action plans to resolve tenancy issues with local staff
  • Coordinate services and supports for residents to retain housing stability

What you’ll need

  • College diploma in Social Work, Social Services, Health, Community Development or related field.  A university degree in the previously mentioned fields is preferred
  • Minimum of 5 years of experience in Social Work, Social Services, Health, Community Development or social advocacy which includes operational planning, financial management, human resources management and project management (i.e. managing numerous projects simultaneously)
  • Demonstrated experience in the coordination of support services, preferably in a housing context
  • Knowledge of the principles, practices and techniques related to the delivery and coordination of resident and community services programs including services for mental health and addictions, seniors, individuals with a history of homelessness and people with special needs
  • Experience with partnership development, management and evaluation
  • Direct experience in a clinical, supportive housing, personal support, or community-based health setting an asset
  • Knowledge of the network of health and mental health resources in Toronto, including community-based mental health, supportive housing, community care and long-term care providers.
  • Understanding of anti-oppression, human rights, equity and recovery frameworks and proven ability to work effectively with a diverse and vulnerable client population
  • Ability to prepare and deliver presentations and must possess strong facilitation skills
  • Ability to write (reports, proposals) using clear language
  • Ability to cooperatively provide a welcoming and accessible service to a diverse population (age, race, language, gender, sexual orientation, culture, and diversity)
  • Ability to travel to various locations in a timely and efficient manner
  • Ability to work flexible hours which may include evenings and weekends

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.

Please note: This temporary position may be extended or become permanent in order to meet business needs. If this occurs, the position may not be reposted.

Please apply here:
Requisition: #3463