Proximity Agent - Request No: 03787

Are you looking for new challenges that align with your social values? Does working within a team where your concern is to contribute to offering a safe and quality living environment to tenants motivate you?

The Montreal Municipal Housing Office is looking for your talents!

WHO ARE WE?

Present in the Montreal landscape for over 50 years, the OMHM is a public organization with over 900 employees that manages the largest portfolio of public and affordable housing, as well as a network of 11 ENHARMONIE residences.

Working for the OMHM means growing in a healthy work environment that places the human at the heart of decisions. It also means putting your expertise to work to improve the living conditions of over 55,000 people with low incomes. We offer the most competitive social benefits: internal mobility, remote work, flexible hours, etc. Who better than your future colleagues to tell you about your role with us? https://www.omhm.qc.ca/en/employment/customer-service.

MORE THAN A JOB, BUILD A CAREER AT OMHM! WE ARE: An organization in action that encourages doing things differently;

An organization that promotes teamwork and human values.

WE OFFER

• Flexible and compressed schedule (9 days out of 10);
• Diverse and inclusive work environment;
• Work-life balance philosophy;
• Collective insurance program tailored to individual and family needs;
• Competitive vacation and social leave;
• Retirement plan among the best on the market (determined benefit);
• Referral program;
• Career and skills development program;
• Health and well-being program (PAEF);

Pleasure and challenges!

NATURE OF THE POSITION

Under the authority of the Head of Operations - Customer Service, the incumbent of the position accompanies and supports the tenant in their housing life journey at the OMHM.

They handle problematic situations and direct the necessary interventions. They inform, advise, and intervene with the client on all actions that promote their integration and residential stability, in accordance with the priorities, regulations, and standards in place.

RESPONSIBILITIES

• Leasing Activities
• Conducts visits of the dwelling and common areas with applicants;
• Coordinates activities aimed at optimizing the occupancy of buildings under their responsibility;
• Prepares and documents requests for a change of dwelling for biopsychosocial or health reasons, establishes the admissibility of the request, and presents the complete file to the appropriate committees, in accordance with the Housing Change Policy and procedures;
• Ensures, in collaboration with the leasing agent - lease management, that the documentation associated with the renewal of leases is complete and thorough, and if necessary, directs and accompanies the applicant until the complete receipt of the documents;
• Ensures that information on parking spaces (including motorized mobility aids) and storage rooms is up-to-date in SIGLS;
• Detects unauthorized occupancy situations, establishes a coordinated action plan, and ensures its follow-up with the tenant, unauthorized occupants, and case workers.
• Support and Mobilization Activities
• Accompanies and supports tenants in resolving cohabitation conflicts, dissatisfaction, and/or complaints (e.g., informal and formal notices, reflection on solution paths, warnings). Assesses the situation through a visit to the tenant, analyzes it, makes recommendations, and is responsible for implementing the coordinated action plan to raise awareness and hold the tenant accountable to correct the situation within a reasonable timeframe and ensure the necessary follow-ups;
• Accompanies tenants during disasters, temporary situations, or major construction projects, evaluates and recommends the measures to be taken;
• Initiates interventions, when required, with internal resources (e.g., social worker, community organizer), in cases of loss of autonomy or situations requiring their presence. If necessary, directs the tenant to the appropriate resources and works in collaboration with CLSCs and other psychosocial intervenants, especially during crisis or emergency situations;
• Contributes to tenant mobilization by facilitating their participation in community activities in their living environment to strengthen social bonds and the sense of belonging;
• Prepares, organizes, and facilitates information or conciliation meetings aimed at identifying, developing, and implementing solutions to resolve specific and varied problems;
• Actively participates in the development of norms or directives regarding responses to complaints and interventions;
• Identifies and accompanies tenants in vulnerable situations (e.g., reduced mobility population, elderly population, dependencies, violence, etc.) by developing a coordinated action plan and ensuring its implementation;
• Detects and accompanies the tenant in their issues of unsuitability or clutter, develops a coordinated action plan, and implements its execution in partnership with the concerned intervenants;
• Manages succession files and accompanies the families of the deceased if necessary. In the presence of unclaimed succession, oversees the inventory of goods and initiates the procedures for the termination of the lease;
• Acts in proximity by conducting regular visits to dwellings and courtesy calls (e.g., arrival of new tenants, tenants in vulnerable situations) while encouraging behaviors that promote residential stability.
• Perception Activities
• Facilitates the perception and communicates with tenants to reach agreements and agree on the payment modalities of outstanding accounts;
• Conducts verification, analysis, and follow-up of outstanding perception files and concludes agreements for the deferral of one to two months of unpaid rent;
• Conducts analysis and revision of tenant files and prepares historical records or reports that identify the cause of non-payment, and refers to the appropriate intervenants to support the tenant (e.g., intervention of a social worker (psychosocial) and/or a collection agent (judicialization));
• Analyzes and makes recommendations to their supervisor in files that are not evolving or whose criteria exceed those established by the procedures.
• Miscellaneous Activities
• Answers general questions from clients regarding the OMHM (e.g., rent, social activities, etc.) and directs information requests to other services, ensures their follow-up, and provides feedback to tenants;
• Acts, if necessary, as a witness at the Housing Administrative Tribunal in litigious files;
• Participates, if necessary, in meetings with tenant associations;
• Ensures the application, understanding, and respect of the OMHM's policies and regulations, including the building regulations, with the various clienteles (tenants, community organizations, visitors, etc.) and resolves non-compliance situations;
• Keeps informed of the evolution of the consultation tables, the resources available in the environment, as well as the evolution of laws and regulations related to their field;
• Must maintain and develop cordial, empathetic, and professional relationships with a multilingual, multicultural, and socio-demographically diverse clientele;
• Ensures, when required, the execution of any related activity that they are reasonably capable of performing.

PROFILE REQUIRED

Education and Experience: DEC in social assistance, social work, special education, or human sciences and a minimum of 3 years of experience in social intervention (helping relationship, assistance to a disadvantaged clientele, or in a sociocommunity environment).

Equivalents: DES/DEP and 6 years of experience in social intervention, certificate or BAC in a related field + 2 years of experience).

Key Competencies Required

Mastery of office and technological tools

Autonomy and initiative

Effective communication

Tact and diplomacy

Integrity, impartiality, and sense of ethics

Teamwork and collaboration

Time and priority management

Professionalism, concern for customer service

Conflict management and relational problem-solving

Minimal Required General Knowledge: Excellent communication in French and English