Reporting to the Manager, Portfolio and Building Services, the Operations Administration Support Officer (OAS) Non-Market Housing Operations works with COV tenants, community partners, Residence Managers, and Residence Attendant Shift Leads to develop effective follow up responses to operational priorities.

The OAS is responsible for supporting the day-to-day operational administrative requirements, tenant inquiries, facility maintenance support, housing applications, and file maintenance in the City of Vancouver’s (COV) Non-Market Housing Operations (NMHO). Responsibilities include processing documentation related to tenant and property management administrative supports that contribute to the success of the NMHO department’s mandate and goals. The OAS performs key portfolio and administrative support functions, provides direct face-to-face and telephone-based customer service to tenants, and the public while maintaining various databases and reference points across all operational categories. 

Specific Duties & Responsibilities

Operational Support

• Works in conjunction with the Property Portfolio Assistant to prepare accurate rent calculations, subsidies, adjustments and annual reviews by analyzing and interpreting financial documents and initiates investigations when required
• Reviews and interprets tenant information to ensure accuracy and compliance regarding tenancy accounts, family composition, Declarations of Income and Assets, etc.
• Supports the initiation and maintenance of appropriate NMHO tenant and property management software systems and documentation to ensure data accuracy and effective metric reporting requirements
• Prepares accurate and effective communication documents according to guidelines and using data from various sources as required;
• Supports administrative functions as assigned relating to tenant relocation projects, tenant transfer requirements, as well as tenant eligibility statuses and maintains key tracking mechanisms to support complete operationalization of new builds and capital improvement projects or redevelopments.
• In coordination with the NMHO Facilities Manager prepares purchase orders for routine maintenance, service calls, materials and supplies, etc; coordinates vendor site visits for quote and scope generation.

Communications

• In consultation with NMHO leadership develops, prepares and disseminates communications and measures that support successful tenant relocations; coordinating vendors, site staff, and tenants or applicants.
• Provides general information regarding NMHO policies to tenants and applicants.
• Provides accurate information relating to qualifications for housing and allocation of vacancies as per COV policies and procedures;
• Manages a wide variety of situations in serving clients with a range of physical, behavioural and social issues.
• Co-ordinates the showing of units to prospective tenants, receive rental applications, perform past residence and income checks, evaluate the data and summarize applicant eligibility status in accordance with CoV policies.

General Operational Support

• Ensures accurate tenant file management and maintains the COV’s standard filing systems.
• Prepares and records files for tenant move out and / or estate management practices and processes.
• Enters data into spreadsheets/manual, digital databases, various software platforms, etc., and generates reports.
• Compiles and maintains maintenance requests statuses and supports effective distribution of information, performs administrative follow-up.
• Coordinates and tracks Occupational Health & Safety related events
• Culls files and arranges for transfer to corporate records centre as per approved retention schedules
• Provides clerical assistance to NMHO management and other staff as required
• Provides back-up for other NMHO administrative staff as needed
• Coordinates meetings with various external and internal stakeholders, working with exempt management calendars and availability
• Drafts correspondence, agendas, records minutes, e-mails, contracts, and screens phone and voicemails to direct inquiries
• Supports project cost reconciliation and invoicing for recovery from funding partners and non-profit delivery partners

Preparation of Statistical and Demographic Reports

• Tracks and monitors tenant relocation budgets, monthly building expenses, and special events or projects.
• Report on data collected on a monthly basis to BC Housing and the COV.
• Collates financial expenses for buildings within NMHO portfolio, highlights trends or patterns for management awareness, and follow up.
• Prepares correspondence, standard reports, and analysis on property operations.
• Performs such other related duties as may be assigned.

Qualifications

Education and Experience:

• Diploma in the field of public administration, community service, or non-profit provider with considerable related work experience with an emphasis on tenant management, outreach, community development; or equivalent combination of training and experience
• Safety Oriented First Aid and CPR Certificate

Knowledge, Skills and Abilities:

• Considerable knowledge of the housing continuum, including market, subsidized and supported housing systems, including program models for special needs populations
• Considerable knowledge of legislation and regulations related to the Residential Tenancy Act
• Considerable knowledge of the social, medical, financial and community resources available to clients.
• Thorough knowledge of business English, spelling, punctuation and business math is a necessity.
• Considerable knowledge of departmental and corporate rules, regulations, policies, procedures, processes and functions is highly desirable.
• Ability to work with tenants using culturally
• Sound practical knowledge of the rules, practices and procedures of office and program administration Proficiency with MS Office programs and platforms with higher intermediate to advanced functions.
• Ability to support multiple complex administrative operational projects simultaneously
• Ability to investigate and problem solve creatively and within established regulations
• Ability to establish and maintain collaborative relationships with tenants, non-profit housing agencies, and landlords
• Ability to work under pressure to meet deadlines that are constrained by time informed strategies.
• Ability to implement tenant-centered work plans and priority projects
• Ability to facilitate and organize information meetings, take minutes, and distribute information appropriately
• Ability to demonstrate patience and tolerance and exercise tact, diplomacy and good judgment when dealing with a variety of clients, including those of diverse cultural, educational and socio-economic backgrounds and those with difficult behavioural issues.
• Ability to work with a diverse client base and with people who may have experienced abuse, poverty, grief and loss, oppression, violence, mental health challenges, and/or addiction issues, and/or those who may be living with HIV/AIDS or other life-limiting of life-threatening conditions.
• Ability to work independently and with minimal supervision
• Ability and interest in taking initiative, being flexible, adapting to change and contributing in a team environment
• Ability to assess and respond quickly and effectively to an incident and/or crisis.
• Ability to constructively resolve conflict with co-workers, management and external services
• Ability to interpret and understand financial documents received from tenants
• Ability to prioritize, multi-task and process a large volume of work in a fast-paced environment with a high degree of accuracy while meeting prescribed deadlines
• Ability to respond to emergencies after regular work hours, walk long distances, climb stairs and carry heavy items
• Ability to meet transportation needs

Record Checks:

• A Police Record Check is a requirement of this position.  A clearance requires the absence of any criminal charges or convictions related to this position.

Business Unit/Department: Arts, Culture and Community Services (1200) 

Affiliation: CUPE 15 Non Pks 

Employment Type: Regular Full Time 

Position Start Date: July, 2024

Salary Information: Pay Grade GR-020: $35.72 to $42.04 per hour

Application Close: June 12, 2024

Vancouver Fire and Rescue Services (VFRS) is committed to being the international leader in fire, rescue, community risk reduction, and staff safety and wellness. Located on the traditional, ancestral and unceded lands of the the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and Sel̓íl̓witulh (Tsleil-Waututh), Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable cities and is working to be the greenest city in the world. Named among Canada’s Top Employers, and Canada’s Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, decolonization, equity and outstanding quality of life for all residents.

Consider joining our team and being part of a dynamic, exciting, inclusive and rewarding workplace.

VFRS employs over 850 people, has 20 fire halls, a training site, and two fire prevention offices. In addition to fire suppression, VFRS provides pre-hospital care, vehicle rescue, marine response, hazardous materials response, technical rescue, and many other emergency services in Vancouver. We work to create safe communities through public education for all ages, fire prevention and inspection services, and by working closely with partner agencies and community groups.

Application Close: Open until vacancies filled