Overview

Reporting to the Manager of Licensing and working collaboratively with municipal divisions including Licensing, Planning and Housing Policy, and Bylaw Enforcement. The Tenant Support Liaison provides direct assistance to tenants navigating municipal by-laws related to rental housing. The role promotes housing stability, improves tenant access to accurate information, and enhances coordination between the City, tenants, landlords, and community partners. 

(This position is under review)

Responsibilities

• Provide one-on-one support to tenants regarding the Residential Tenancies Act (RTA), Landlord and Tenant Board (LTB) processes, N13/N12 notices, maintenance and repair issues as it relates to municipal rental housing by-laws.
• Support tenants experiencing property standards or safety concerns by explaining City processes and connecting them with Municipal Enforcement Officers.
• Develop plain-language education materials to support landlords and tenants. 
• Identify tenants at risk of eviction and provide early intervention by connecting them to appropriate resources.
• Maintain accurate case notes, track trends, and support data-driven recommendations for program development and policy improvements.
• Identify strategies and ensure a coordinated, cross-departmental approach to issues impacting tenants. 
• Build and maintain relationships with legal clinics, housing providers, social service agencies, and community partners.
• Prepare reports, briefings, and updates to senior leadership and Council on tenant issues, trends, and program outcomes.
• Collaborate with Communications to create accessible public resource materials.
• Perform other related duties as assigned.

Education

• Minimum 2 year diploma or 2-year specialized post-secondary program in a Social Services or other related field.

Experience

• Minimum 2 years experience supporting tenants or individuals navigating housing, legal, social service, or community-based systems.
• Experience in conflict resolution, de-escalation, and problem-solving.
• Experience working with vulnerable or marginalized populations.

Skill Equivalency (if applicable)

Applicants will be considered if a combination of their education and experience meets the following pre-determined skill equivalency: 

• Grade 12 diploma plus up to 1 year of post-secondary courses with minimum 4 years related and relevant experience OR
• 3-Year Degree/Diploma with minimum 1 year related and relevant experience

Additional Requirements

• Access to reliable personal transportation for the full duration of employment to travel to various locations across the City.

Knowledge, Skills, and Abilities

• Strong understanding of the Residential Tenancies Act, Landlord and Tenant Board (LTB) processes, eviction prevention, and tenant rights.
• Knowledge of municipal Rental Renovation Licensing, Rental Replacement, Lodging House, Property Standards, Lot Maintenance, and related by-laws.
• Ability to explain complex legislation in plain language.
• Strong interpersonal skills with the ability to build trust and work with diverse communities.
• Excellent communication skills, including report writing and documentation.
• Ability to maintain confidentiality and handle sensitive information.
• Intermediate computer skills in data entry, word processing and other pertinent software, i.e. MS Office (Outlook, Word, Excel, PowerPoint), AMANDA.
• Understanding of social determinants of health and systemic barriers affecting tenants.
• Knowledge of community agencies, supports, and legal resources in Waterloo Region.
• Ability to work independently and collaboratively in a fast-paced environment.
• Ability to build and maintain strong, collaborative relationships with internal divisions, other levels of government and community stakeholders.
• Reliable with a good attitude and employment record.