Senior Residential Tenancy Officer (Residential Tenancies Officer 3)
About The Position
The Senior Residential Tenancy Officer (RTO) works with a team of professionals to deliver Residential Tenancy services on behalf of Service Nova Scotia. Reporting to the Manager of the Residential Tenancies program, the Senior RTO is responsible for the supervision and workload planning of approximately 3 residential tenancy officers. The Senior Residential Tenancy Officer (RTO) maintains expertise and in-depth knowledge of the program area, including knowledge of legislation, regulations, policies and processes. They assist in the development and implementation of policies and processes to help achieve departmental goals. The Senior RTO provides policy clarification and program delivery direction to residential tenancy officers. They ensure wait times and other service standards are met. The Senior RTO also prepares and delivers public presentations and workshops to maintain stakeholder relationships. They also address escalated client issues and complaints. The Senior RTO also carries a reduced caseload which includes any or all duties assigned to a Residential Tenancy Officer such as mediation, adjudication services, and emergency hearings. They exercise a high level of independent decision making and judgment in their role.
Requirements
- Bachelor’s degree in a related discipline and 6 years of related experience, or an equivalent combination of training and experience.
- Interpreting legislation and communicating legislative requirements, including rights and obligations, to clients with little to no knowledge or experience within regulated sectors.
- Research/investigation techniques, decision/report writing, mediation and adjudication.
- Knowledge of residential tenancy policies, processes and the Residential Tenancies Act and Regulations.
- Excellent communication skills, written and verbal, to articulate complex issues to a wide range of clients and non-subject matter experts.
- Addressing and resolving client complaints.
- Developing and implementing policies and procedures.
- Supervising staff.
Nice To Haves
- Developing and presenting material to the general public
- Proficiency in various computer applications, such as the Tenancy Information Management System or other case management software, along with MS Office Suite.
Responsibilities
- Supervision and workload planning of approximately 3 residential tenancy officers.
- Maintain expertise and in-depth knowledge of the program area, including legislation, regulations, policies and processes.
- Assist in the development and implementation of policies and processes.
- Provide policy clarification and program delivery direction to residential tenancy officers.
- Ensure wait times and other service standards are met.
- Prepare and deliver public presentations and workshops to maintain stakeholder relationships.
- Address escalated client issues and complaints.
- Carry a reduced caseload including mediation, adjudication services, and emergency hearings.
- Exercise a high level of independent decision making and judgment.
Benefits
- Defined Benefit Pension Plan
- Health
- Dental
- Life Insurance
- General illness
- Short and Long Term Disability
- Vacation
- Employee and Family Assistance Programs
- Career development where you have access to career guidance, tools, resources, and ongoing training for every stage of your career
- Engaging workplace: our employees feel valued, respected, connected, and tuned in, we have forward-thinking policies and strategies
- Countless career paths
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What This Job Offers
Job Type
Full-time
Career Level
Senior
