Bilingual Tenant Experience Representative (Temporary)

Join us at Ottawa Community Housing, where we are more than a home to about 33,000 tenants across approximately 15,500 homes. As Ottawa's largest social and affordable housing provider, ranking second-largest in Ontario and fourth-largest in Canada, we're committed to enhancing tenant well‑being through partnerships with local service providers and support agencies.

At OCH, diversity and equal opportunities are at the core of our workplace culture. We strive to mirror the vibrant communities of our city and have been honoured as the National Capital Region's Top Employer every year since 2018.

Together, we're transforming tenants' lives by providing more than a home, because we care.

What we offer:

Joining OCH means making a meaningful difference every day. We provide opportunities to positively impact your community in multiple ways. Recognizing that our employees are the cornerstone of our organization, we offer a comprehensive and competitive compensation and benefits package, flexible work options, professional development opportunities, health and wellness programs, and more.

What we seek:

OCH is looking for a detail‑oriented Tenant Experience Representative to provide a positive experience for our tenants including office reception services, rent reviews, transfer requests, and tenant debt matters. Reporting to the Manager, Rent and Lease Services the Tenant Experience Representative will also update and maintain all records for assigned OCH properties.

Tenant Experience Representative with OCH:

Making sure our tenants are living in a protected environment is one of the main priorities of our organization. In this role you will be a crucial part of our team by creating such an environment for our tenants through ensuring their requests and rent payments are processed properly. You will be the key to providing valuable solutions to our tenants’ concerns.

As a Tenant Experience Representative, some of the things you do will include:





- Be the first point of contact at the OCH Office for tenant services
- Respond, de‑escalate, and resolve concerns from tenants and the public in person, over the phone, and in writing
- Process rent payments
- Determine Rent Geared to Income (RGI) eligibility
- Calculate, intake, process, and digitize tenant documents regarding RGI rents
- Lead the annual income review process
- Complete documentation regarding new tenancies, rent increases, and more
- Update electronic files on record
- Inform tenants on transfer request matters
- Update intercom and fire safety lists for identified buildings
- Escalate appropriate situations to the correct team and level of supervision
- Represent OCH in a professional manner
- Understand, interpret, and apply appropriate legislation and OCH policies

You can look forward to:

- Meaningful work that improves tenant lives through safe, stable housing
- The opportunity to help build stronger, more inclusive communities across Ottawa
- A role with a purpose‑driven, award‑winning housing organization
- An inclusive culture where you can be your authentic self and feel you belong
- Career growth through training, mentorship, and development
- Opportunities to engage in DEI initiatives, peer programs, and volunteering
- Competitive compensation with a Total Rewards package and pension to support your health, wellbeing, and family
- Pride in contributing to work that makes a lasting difference in your city

What you bring:

Education & Experience:

A typical candidate will have the following qualifications and experience.



Exceptional candidates with different qualifications will be considered at the discretion of the employer if demonstrated experience, knowledge, and ability warrant.

Completion of Grade 12

Minimum of three (3) years experience working with the public providing customer service, preferably in a residential rental housing context, or working with vulnerable populations.

Experience working with diverse populations with different cultural backgrounds and needs

Skills and abilities:

Reliability and dependability are key for this role

Ability to overcome challenges in communication, including language or comprehension barriers

Excellent organizational skills

Knowledge of Excel, PowerPoint, Word, Outlook, and other standard corporate software

Mathematical skills to calculate RGI rents and monthly reports

Outstanding interpersonal and communication skills

Work in a confidential manner and demonstrate diplomacy when dealing with sensitive issues

Ability to meet deadlines and work under pressure in a fast‑paced environment

Ability to adapt and embrace change

Ability to exercise good judgment and work without close supervision

Completion of training related to rent‑geared‑to‑income administration is preferred

Oral fluency, reading, and writing abilities in both English and French is required

Ability to speak additional languages commonly used by OCH tenants is an asset

Ability to learn, comprehend, and acquire new skills in a timely manner

Other requirements:

Satisfactory Criminal Records Check

Work conditions:

This is a hybrid position (35 hours per week)

Other details about the role:

Affiliation: CUPE 503

OCH is committed to providing accommodations for people with disabilities. If you require an accommodation, please notify Human Resources and we will work with you to jointly address your needs.

Build your future. Inspire change. Make an impact.

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📌 Bilingual Tenant Experience Representative (Ottawa)
🏢 Ottawa Community Housing
📍 Ottawa