Job Housing Service Representative (Service Representative) in Newmarket

Housing Service Representative (Service Representative)

Job description
Job Description:

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


  • Ensures the integrity of the centralized wait list placement process including regular file reviews and monitoring of the CWL to assess initial and on-going eligibility of all applicants based on family type, bedroom size, income, area and buildings selected, previous offers of housing, etc.
  • Assists applicants to register for and use the online application portal to update their information as required
  • Determines eligibility for Additional Bedroom Requests, Requests for Wheelchair Accessible Units, etc.
  • Conducts, reviews and/or actions accordingly information regarding former tenancy reports, and arrears repayment agreements.
  • 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.
  • Manages applicant’s file and needs end-to-end while providing ongoing caseload supports to applicants, including but are not limited to: community agency referrals, providing options for seniors, addressing emergency/urgent/escalated housing issues.
  • 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.
  • References the Housing Access Unit (HAU) policy and procedures manual, as required to identify and provide input to process improvement in order to ensure quality and consistency of service delivery.


  • Successful completion of a Community College Diploma in Social Services, Business Administration or related field.
  • Minimum one (1) year current demonstrated experience delivering service to clients in a social services environment and in the social housing field.
  • Knowledge of relevant legislation (such as Housing Services Act), program and policy guidelines to provide individuals with information and to make decisions pertaining to eligibility and requirements.
  • Knowledge and demonstrated ability in corporate core competencies including communication, teamwork and collaboration, and personal ownership.

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Job Housing Service Representative (Service Representative) in Newmarket

York Region