Manager, Intake and Operations

Employment Type
:
Full-time (Permanent)
Department
:
Housing Services Union
:
Excluded Salary
: $80,000 CAD annually File #: 26-HS-03 (1 OPEN)
Posting Date
:
January 29, 2026 Posting Close
:
February 11, 2026 Reason for vacancy
:
New Position

Reporting to the Senior Manager, Housing Services, or such other persons as deemed necessary by the agency, the Manager, Intake and Operations, is responsible for providing leadership and oversight of intake, tenancy administration, and day‑to‑day operations at a Rent‑Geared‑to‑Income (RGI) supportive housing site. The role ensures effective program delivery, operational excellence, strong collaboration with Property Management, and consistent, high‑quality tenant experience in alignment with funder requirements, Coordinated Access policies, and agency standards.

• Provide leadership and oversight for intake, tenancy administration, and operational functions, ensuring alignment with agency policies, Coordinated Access requirements, and RGI legislation
• Oversee program delivery related to intake, unit allocation, and tenancy processes, ensuring transparency, equity, and compliance with Coordinated Access and City of Toronto standards
• Supervise and support the Tenancy Coordinator and oversee front desk staff, community workers, and contracted security services to ensure coordinated, tenant‑centered service delivery
• Serve as the primary point of contact for low‑support tenants, ensuring timely responses to concerns and proactive tenancy management
• Ensure consistent service standards and positive tenant experience across all operational and intake‑related functions
• Lead the management of complex operational, tenancy, and tenant related escalations, applying trauma‑informed, harm reduction, and brisk management principles
• Strengthen collaboration and communication between Supportive Housing staff and Property Management to ensure seamless operations and shared accountability
• Manage program budgets related to intake, operations, and tenancy administration, ensuring fiscal responsibility and adherence to funding guidelines

• Attend regularly scheduled meetings with the City of Toronto’s Coordinated Access team to report on occupancy, vacancies, and prospective tenancies
• Oversee and ensure the accurate completion and submission of EVF, VNF, and HOF submissions, occupancy reports, and other required funder and system‑level reporting
• Monitor unit turnover timelines and occupancy rates, identify trends, and implement strategies to reduce vacancies and improve efficiency
• Provide regular operational and intake reports to the Senior Manager, Housing Services, including risk issues, emerging trends, and performance indicators

• Collaborate with the Manager, Case Planning and Support on eviction prevention strategies, arrears management, and formal eviction procedures when required
• Support staff in addressing tenancy challenges, including neighbour conflicts, building‑related concerns, and breaches of leases
• Ensure tenant‑related decisions are made in accordance with RGI legislation, agency policies, and best practices in supportive housing

• Oversee unit turnover and occupancy processes, ensuring units are turned over efficiently and in coordination with Property Management and intake timelines
• Liaise regularly with Property Management regarding maintenance issues, building operations, unit entries, health and safety concerns, and capital or operational issues affecting tenants
• Address tenancy‑related issues involving low‑support tenants in collaboration with Property Management, ensuring timely resolution and clear communication
• Participate in planning and response to building‑wide issues, emergencies, or operational disruptions impacting tenants and staff

• Maintain accurate and up‑to‑date tenant files, statistics, and operational records in accordance with agency and funder requirements
• Ensure tenant data is accurately entered and maintained in EMHWare and Yardi systems
• Attend department, site‑based, and agency‑wide meetings as required
• Pre…