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Job Title: Senior Housing Service Representative   Date Posted: 03/10/26 Ref. Number: 461 Type: Full Time Part Time Location: Newmarket Requirements: WHAT WE'RE LOOKING FOR: Successful completion of a Community College Diploma in Social Services, Business Administration or related field or approved equivalent combination of education and experience. Minimum five (5) years current demonstrated experience delivering service to clients in a social services environment and in the social housing field including experience working with vulnerable clients, such as victims of violence or persons with disabilities. One year demonstrated team lead and/or supervisory experience. Description: ABOUT THE ROLE: Reporting to the Program Manager, Housing Access, is responsible for providing guidance and direction to Housing Service Representatives; receiving and responding to escalated calls; providing the Program Manager with statistical analysis for the Special Priority program and online offer process; providing direct client service to housing applicants, community housing providers and the general public; handling enquiries, processing applications, producing standard reports, assisting housing providers in the online offer placement process and assessing requests made for the Special Priority Household Category. WHAT YOU'LL BE DOING Provides guidance and direction to Housing Service Representatives in the performance of their duties. Assists the Program Manager with statistical analysis/data for the Special Priority program, online offer process and report writing. Ensures the work unit, in conjunction with the Program Manager, is in compliance with applicable legislation and regulations, operational policies and procedures and customer service standards. Ensures the integrity of the centralized wait list placement process including regular file reviews for the Special Priority client group and monitoring of the Centralized Waiting List (CWL) to assess initial and on-going eligibility of applicants based on family type, bedroom size, income area and buildings selected, previous offers of housing, etc. Determines eligibility for Additional Bedroom Requests, Requests for Wheelchair Accessible Units, etc. for the Special Priority client group. Conducts, reviews and/or actions accordingly information regarding former tenancy reports, and arrears repayment agreements. Maintains for all housing providers and unit types, a sufficient number of applicants who have been assessed for move-in ready to receive applicable offers of housing. Prepares for and follows up on offers and refusals of subsidized housing according to policies and procedures and current legislation. Engages in ongoing contact from applicants, documentation of all applicant interactions, verifies the validity of all documentation, updates relevant data changes, such as income and family composition. Supports housing providers in using the electronic centralized waiting list system by keeping information current and providing information on the operation of the system. Responds to applicant enquiries regarding status on the waiting list, eligibility and household changes, housing options and facilitates informed decision making by applicants regarding options available. Receives and responds to escalated customer/client calls; responds to housing provider questions and concerns and provides feedback to the Program Manager; updates the Program Manager on any issues that could not be resolved, that may be politically sensitive or that may resurface. Ensures that services provided meet Regional customer service standards. Participates in team meetings and divisional and departmental task groups and committees, as required Hours per week: 8:30 am - 4:30 pm Rate of Pay: $42.47 - $46.15