Position Description

ORGANIZATION BACKGROUND:

Holland Christian Homes (HCH) is a not-for-profit, faith-based seniors organization providing an integrated continuum of housing and care on a single campus in Ontario. Guided by Christian principles, HCH is committed to providing a professional, supportive, and safe environment where fully qualified staff deliver person-centred care that upholds each individual’s rights, dignity, identity, privacy, choice, independence, and overall quality of life.  We believe that individuals requiring our services have the right to a lifestyle that adequately meets their physical psychological, emotional, social, cultural and spiritual needs.

Holland Christian Homes consists of 6 independent/Assisted Living apartment towers, as well as Faith Manor and Grace Manor which are private, non-profit Christian Long-Term Care facilities situated in the City of Brampton.  Holland Christian Homes is a growing, dynamic, innovative organization that provides a full continuum of care to individuals in a Christian atmosphere.

REPORTS TO: This role reports to the CEO and is a member of the Senior Leadership Team.
PEOPLE REPORTING TO THIS ROLE: Manager of Tenant Business Services

This is a new position.

POSITION SUMMARY:

Acting as the Landlord, the Director of Tenant Business Services oversees the daily operations and tenant relations of HCH properties. The Director of Tenant Business Services is the primary point of contact for tenants, handling leasing, screening applicants, securing new tenants, and managing tenant turnover, addressing tenant complaints, enforcing occupancy rules, and ensuring tenant satisfaction to maintain long-term occupancy.

Core Functions Include but not limited to:

• Maintaining property rentals by advertising and filling vacancies, negotiating and enforcing leases, and maintaining and securing premises.
• Working with the Finance team to establish market rental rates Manages the RGI Program and rent calculations.
• Maintaining positive relations with all stakeholders. Working collaboratively with all departments.
• Advertising vacancies to attract tenants, obtain referrals from current tenants, and explain the advantages of location and services.
• Negotiating leases, secure contracts from tenants.
• Maintaining properties by investigating and resolving tenant complaints, enforcing occupancy rules, inspecting vacant units.
• Enforcing occupancy policies and procedures by confronting violators, issuing warning letters, or trespass notices as required, maintaining records of same.
• Working with TNO as required for challenging or complex care related tenancy or application issues.
• Preparing reports by collecting, analyzing, and summarizing data and trends.
• Reaching organizational goals by owning new and different requests and exploring opportunities to add value.
• Chairing the Tenant Services Committee, following up on action items and maintaining minutes.
• Conducting the annual tenant satisfaction survey, including analyzing the results and developing an action plan to address the areas of improvement needed.
• Developing, maintaining and updating all Tenant policies, landlord and tenant forms and Tenant handbook and website materials so they are legally compliant and contain current information.

Tenant Management

The Director of Tenant Business Services handles tenant requests and relationships across all properties. Tasks include:

• Finding and Screening Tenants: Advertising the property, conducting showings, screening applicants, and ultimately selecting suitable tenants.
• Lease Management: Handling the preparation, review, and execution of lease agreements, ensuring that all terms and conditions are in accordance with the law.
• Tenant Relations: Addressing tenant concerns in a compassionate and timely manner, managing disputes, and keeping tenants happy, all of which can lead to fewer vacancies and stable revenue. Working with TNO as required for challenging or complex care related tenancy or application issues. Enforcing occupancy policies and procedures by confronting violators, issuing warning letters, or trespass notices as required, maintaining records of same.
• Move-in and Move-out Procedures: Overseeing the move-in and move-out process, conducting property / unit inspections and managing property damage beyond normal wear and tear fairly and transparently.
• Repair Management: Addressing repair requests promptly by working with EVS, putting in an R4R etc. Working with EVS to ensure appropriate vendors and contracts are in place for addressing larger, complex, costly property repairs.
• Property Inspections: Conducting regular property inspections to keep properties in good condition and take care of any issues promptly to prevent further damage.
• Emergency Management – Working with EVS to ensure a team member is always on call to respond to property-related emergencies ASAP, such as maintenance issues, security breaches, and natural disasters.
• Policies - Developing, implementing and communicating policies related to tenants at HCH and their relationships, services and required conduct. Maintaining an up to date Tenant Handbook and website materials.
• Tenant Satisfaction - Carrying out the annual tenant satisfaction survey, including analyzing the results and developing an action plan to address any areas of improvement needed.

Financial Management

Tasks include:

• Rent Collection: Working with the Finance Team regarding rent invoicing and collection, as well as address late payments, ensuring consistent income from all properties.
• Financial Reporting: Providing regular financial reports that provide insights into the financial health and financial risks of the property (conducting annual RGI calculations). Analyzing variances, forecast requirements, and ensure the property remains profitable while controlling costs.

Legal Compliance

Keeping every part of the property up-to-date with regulations and legally sound by:

• Legal Adherence: Ensuring the property complies with all laws and regulations related to property management, including tenant-landlord regulations, anti discrimination laws, and safety codes.
• Evictions: Managing incidents violating the lease agreement. In the unfortunate event that a tenant violates lease terms and an agreement can't be reached, manage the logistics of an eviction process in compliance with applicable laws.
• Documents/Forms: Developing, maintaining and updating all Tenant policies, landlord and tenant forms and Tenant handbook and website materials so they are legally compliant. Preparing and handling all landlord legal forms with accuracy.

Marketing and Advertising

Tasks include:

• Property Marketing: Create and manage effective advertising campaigns to attract potential tenants, minimizing vacancy periods and maximizing investment.
• Market Analysis: Analyzing local rental rates and trends to appropriately price rent, securing competitive yet profitable rates.
• Business Development: Maintaining positive relationships with tenants/residents and stakeholders to enhance property value.

Administrative Duties

Tasks include:

• Record-Keeping: Maintaining comprehensive tenant files and records of financial transactions, tenant interactions, leases, terminations, notices, contracts and inspections.
• Communication: Maintaining good communication with tenants, HCH, and vendors, fostering a harmonious experience for everyone.
• Technology Management: Leveraging the latest property management software and other technologies to streamline operations to give insights into how the rental investment is faring, providing efficient and transparent service.
• Chairing the Tenant Services Committee, following up on action items and maintaining minutes.
• Conducting the annual tenant satisfaction survey, including analyzing the results and developing an action plan to address the areas of improvement needed.
• Developing, maintaining and updating all Tenant policies, landlord and tenant forms and Tenant handbook and website materials so they are legally compliant and contain current information.

QUALIFICATIONS:

• Post-secondary education in business administration or property management or equivalent education.
• 4-7 years’ related experience in residential property management with at least 2 years at a senior or multi-site leadership level.
• Strong background managing large residential portfolios (purpose-built rentals, multi-res, or mixed-use).
• Strong knowledge of Ontario Residential Tenancies Act (RTA), landlord-tenant laws, housing regulations and related legislation.
• Knowledge of market trends and property values is an asset.
• Exceptional leadership, interpersonal, communication, and tenant-focused service skills.
• Alignment with and commitment to the Christian mission and values of the organization.
• Highly organized, proactive, and able to manage competing priorities in a fast-paced environment.
• Ability to work under conditions of constant interruption being undisturbed by the complexities of the variety of minute details.
• Competence in computer applications including Microsoft Office Suite.
• Ability to interact with seniors in a way that it can be understood and communicate in a way that meets every individual’s needs and preferences including those that are cognitively challenged.
• Ability to demonstrate diplomacy and professionalism in communicating with all levels of the organization that includes communicate effectively with staff, residents, families/visitors delivery/service personnel and the general public.
• Excellent problem solving, conflict resolution, and detailed oriented.
• Good judgment and decision-making skills and the ability to handle and maintain confidential information.
• Ability to work independently as well as function as part of a multi-disciplinary team.
• Ability to read, write, and speak English.
• A satisfactory and current Vulnerable Sector Screening.
• Clear TB Test and Flu Immunization (unless medically exempt).

Kindly be advised that our recruitment process does not involve the use of Artificial Intelligence.

Interested and qualified applicants should forward a resume and cover letter in Word or PDF format (as ONE document), indicating the Posting Number to Tracy Kamino, CEO at Tracy.Kamino@hch.ca

Holland Christian Homes welcomes diversity in the workplace and encourages applications from all qualified individuals. Holland Christian Homes is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation for disability during any stage of the recruitment process, please inform Human Resources.

Applicants agree that by providing personal information in response to this posting, and otherwise in any recruitment process with the Company, such personal information may be retained and used by HCH for a period of one (1) year from the date of this application, for the purpose of consideration for employment opportunities which may arise during that time period, unless an Applicant notifies the Company to the contrary.”

We thank all applicants for their interest in this position, however, only those individuals selected for an interview will be contacted. No phone calls please.

Disclaimer: In keeping with Long Term Care reform, best practices, funding and direction this position may later require knowledge, skills, abilities and working conditions not noted here.