Service Representative; Service Representative

Role Overview

Reporting to the Program Manager, Housing Access, this role is responsible for providing direct client service to housing applicants, social housing providers and the general public; for handling inquiries, processing applications, assessing initial and ongoing eligibility and occupancy requirements, connecting applicants to appropriate resources, preparing applicants for offers of subsidy, producing standard reports, updating the applicant database system, maintaining waiting lists, and assisting housing providers as required.

• Ensure the integrity of the centralized wait‑list placement process, including regular file reviews and monitoring for Special Priority (SP) and Central Wait List (CWL) to assess initial and ongoing eligibility of all applicants based on family type, bedroom size, income, area and building selections, previous offers of housing, etc, and correspond with SP applicants and community agencies to ensure application package completeness.
• Determine eligibility for additional bedroom requests, requests for wheelchair‑accessible units, and other accommodations.
• Conduct reviews of former tenancy reports and arrears repayment agreements and take appropriate actions.
• Maintain for all housing providers and unit types a sufficient number of applicants who have been assessed as move‑in ready to receive applicable offers of housing.
• Prepare and follow up on offers and refusals of subsidized housing according to policies, procedures and current legislation.
• Respond to applicant enquiries regarding status on the waiting list, eligibility, household changes, housing options, and facilitate informed decision‑making by applicants.
• Manage applicant files end‑to‑end, providing ongoing caseload support to applicants including community agency referrals, options for seniors, and addressing emergency, urgent, or escalated housing issues.
• Engage in ongoing contact with applicants, document all interactions, verify the validity of all documentation, and update relevant data changes such as income and family composition.
• Maintain up‑to‑date knowledge of community resources from regional and municipal sources to respond to diverse client needs and connect individuals with internal or external resources.
• Respond tactfully and diplomatically to inquiries and resolve complaints.
• Perform other duties as assigned in accordance with Branch and Department objectives.
• May be required to respond to emergency situations outside normal business hours as related to the Departmental Emergency Plan.

• Successful completion of a Community College Diploma in Social Services, Business Administration or related field, or an approved equivalent combination of education and experience.
• Knowledge of relevant legislation such as the Housing Services Act and program and policy guidelines to provide accurate information and make eligibility decisions.
• Demonstrated ability in corporate core competencies including communication, teamwork, collaboration and personal ownership.
• Organizational, case‑management and time‑management skills to prioritize workload and manage multiple complex tasks in a fast‑paced, high‑volume environment.
• Problem‑solving, decision‑making and basic numeric skills.
• Judgment and decision‑making abilities to support sound outcomes.
• Empathy and objectivity in interactions with customers.
• Ability to work productively both independently and in a team environment.
• Travel to off‑site locations as required, on short notice.
• Availability to work outside regular business hours as required.

• Defined Benefit Pension Program – OMERS defined benefit pension plan with employer‑matched contributions, eligibility from date of hire as a full‑time employee.
• Employer of Choice status recognized as the highest‑ranking government employer in Canada.
• Employee health care spending account and 24/7 Employee and Family Assistance Program.
• Corporate discounts and purchase plans for day‑to‑day products and services.
• Inclusive and diverse workforce with an ongoing Inclusion, Diversity, Equity and Accessibility program recognized by the United Nations.
• Additional casual employee benefits such as payment in lieu of advantages and/or vacation.