Integrated Wait List Worker

Regional Municipality of Peel

1d•Hybrid

About The Position

Housing Services leads service system planning and management of housing and homelessness programs and services with a view to policy and service integration. Helps improve these services through effective planning, based on local information and research about the needs of Peel’s many different communities. Housing Services is passionately committed to ensuring stable, affordable, appropriate housing and supports in Peel. We manage a collaborative system of care focused on delivering services with compassion and respect in a way that preserves dignity. The Integrated Wait List Worker connects applicants to the appropriate resources and provides case management support to those on the priority and centralized wait lists for Housing subsidy programs. Work is completed in accordance with the Housing and Children’s Services policies, procedures and Ministry legislation and guidelines. The Integrated Wait List Worker provides prompt efficient service to meet individual applicant’s needs using a holistic approach.

Requirements

2 year diploma in a Human Services or a related field
At least one year of related experience in housing or working with vulnerable populations
Knowledge of relevant legislation, and Human Services /policy/procedures to provide individuals with information and to make decisions pertaining to eligibility and requirements.
Knowledge of all Human Services program areas including financial and employment support, Social housing and homelessness as well as available community agencies and resources, and other services provided by the Region, particularily those relevant to addressing complex client needs, to address complex client needs beyond housing.
Uses up to date knowledge of Peel Access to Housing business procedures to identify and provide input to process improvements in order to ensure quality and consistency of service delivery.
Knowledge of Regional services & community resources
Well practiced organizational, case management and time management skills to prioritize workload appropriately and manage multiple complex tasks within a fast paced, high volume environment.
Successful candidates will be required to provide a satisfactory Vulnerable Sector Police Reference Check prior to hire. The cost for this reference is the candidates responsibility.
Communication skills: verbal, responding to inquiries for assistance and support, elicit required information and convey policy and procedures; and written, to update notes and respond to elected official enquiries as required.
Interpersonal skills to address the complex needs of a variety of individuals in a sensitive, courteous, efficient, compassionate manner. Also to deal interact effectively with upset or aggressive individuals as well as those that may be in crisis, to resolve issues at the first point of contact, and for effective liaison with other staff, division, departments, and the public.
Assessment skills to collect all relevant information, prioritize needs, assess for emergencies, assess for potential eligibilty for other Human Services programs, and make recommendations for alternate services and/or resources.
Effective ability to assess and identify issues and respond quickly and appropriately.
Computer skills: knowledge of Human Services technology to update information and to respond to inquiries; as well as MS Office Programs.
Organizational and time management skills to prioritize workload appropriately and manage multiple tasks at one time.
Ability to work productively both independently and in a team environment.
Ability to exercise judgment to support good decision making.
Must be able to make and be accountable for sound decisions in-line with legislation, policy and client needs in situations involving enotional or client pressures involving priority requests, client pressures, and emotional circumstances.
Problem-solving skills: utilizing all available resources to effectively resolve issues (e.g.established business, procedures, peers, supervisors).
Mathematical skills to calculate eligibility for subsidy.
Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias

Responsibilities

Utilize comprehensive knowledge of current legislation (Housing Services Act) and approved policies & procedures to determine initial and ongoing eligibility for housing subsidy in Peel.
Determine eligibility, within set legislative timelines, for provincial and local Housing Priorities e.g. Victims of Family Violence (VOFVs); Medical; Modified, Overhoused, etc., and manage those eligible applicants as priorities on the Housing wait list.
Respond to applicant enquiries regarding status on the centralized wait list for Housing subsidy, eligibility and household changes, housing options in and outside of Peel, priority eligibility, etc. and facilitate informed decision making by applicants regarding options available.
Provide prompt, efficient service to meet each applicant's needs using an holistic integrated and comprehensive approach. E.g. provide information and alternative options to wait list inquiries; identify specialized or changes in needs for seniors; victims of family violence and other exceptional circumstances.
Manage applicant’s file and needs end-to-end while providing ongoing caseload supports to applicants pending housing subsidy. These supports include but are not limited to: community agency referrals, connecting priority households/VOFVs with support services, providing options for seniors, addressing emergency/urgent/escalated housing issues with referrals such as income and employment support programs to address financial issues and referrals to social supports to optimize mental and physical health.
Engaging in ongoing contact from applicants, documentation of all applicant interactions, verifying the validity of all documentation, updating relevant data changes, such as income and family composition, as initiated by verbal, electronic or written information provided by the applicant, during ongoing caseload file reviews, or received through updates and/or the annual eligibility update process, reviewing for ongoing housing options and alternatives, managing positioning on the wait list and assessing/re-assessing wait list eligibility/positioning using legislated and locally established rules and priorities.
Update relevant data changes, such as income and family composition, as initiated by information provided by the applicant or received through the annual eligibility update process, reviewing for ongoing housing options and alternatives.
Adhere to, provide and explain legislation and information, forms and/or documents specific to Human Services and Regional programs and services, and act as a liaison for individuals and families as appropriate.
Demonstrate compassion, sensitivity and flexibility for all applicants, their family members and members of public respond tactfully and diplomatically to inquiries and resolve complaints.
Utilize, access and update various technology to document all applicant contacts and to provide a succinct and objective summary of applicant circumstances as well to document all actions/decisions.
Ensure the integrity of the centralized wait list placement process including regular file reviews and monitoring of the CWL to assess eligibility of all applicants based on income, family type, bedroom size, priority, area and buildings selected, medical needs, previous offers of housing, preferences, service manager appeal outcomes and other applicable factors.
Maintain relationships and respond to questions from internal and community partners and elected officials, etc. regarding wait list processes, eligibility, local rules, legislation, etc. This includes but is not limited to; providing support to Housing Providers regarding wait list technology and procedures, receiving elected official/escalated referrals and responding in writing providing details of resolution and supports offered.
Assist individuals by identifying needs and providing internal and community resources to identified homeless,vulnerable and/or pending eviction situations, e.g. connecting to shelters, PHIPP, Mental health support agencies, Outreach and Assessment .
Maintain up-to-date knowledge of community resources. Use knowledge acquired from a wide array of regional and municipal resources when responding to diverse needs of Human Services clients and connect individuals with alternative internal/external resources/options to meet the needs of each applicant to achieve an expedient resolution, including services both in and outside the Region of Peel.
Respond to tier-two calls and emails from the Customer Contact Centre, Human Services Reception, Assessment and various business units regarding Housing subsidy programs as necessary.
Assist co-workers, new hires and staff within Human Services by providing orientation services, on-going supports, information and assistance as needed.
Provide reports as necessary.
Attend internal and external meetings with internal and external peers, providers and agencies to represent the Peel Access to Housing Program, share program information, promote best practices and problem solve as issues arrise as well as to educate and respond to questions regarding Human Services programs and community supports.
Determine ineligibility, document reason for decision, notify and explain decision to applicant and/or agency,remove priority and/or change CWL date accordingly and confirm decision in writing.
Monitor and take action to advise and/or correct wait list use by all Housing Providers to ensure accurate selection, offers and refusal to offer decisions are made according to approved processes and legislation.
Maintain for all housing providers and unit types, a sufficient number of applicants ready to receive applicable offers of housing in relation to vacancy rates, building requirements, and average wait times.
Following policy and processes, create new waiting lists to meet the demands of new units/buildings/rent ups.
Prepare for and follow up on offers and refusals of subsidized housing according to policies and procedures and current legislation.
Create, maintain and manage a follow-up system for on-going cases, which includes active wait list clients who have outstanding information required for initial and/or on-going eligibility assessment.
Conduct, review and/or action accordingly; 3rd party checks, tenancy reports, and arrears repayment agreements.
Provide crisis intervention, make referrals and work in partnership with community resources for long term support and stabilization of clients, such as those with VOFV priority, medical priority and those requiring unit modifications for accessability purposes.