RESPONSIBILITIES

Hotline Operations

- Answer incoming calls and emails through the FMTA Hotline account.
- Provide information to tenant or caseworker callers on the Residential Tenancies Act in a courteous and respectful manner.
- Provide referrals information as appropriate in a courteous and respectful manner.
- Provide landlords with referrals to landlord advocacy or City services
- Consult or do research on more complicated questions and call back the caller
- Arrange Language Line over the phone interpretation services for callers who do not

understand or speak English or any other language the counselor speaks.
- Provide information in the spirit of complete empathy for the tenant's perspective.
- Mail, fax or email information to callers if such information is requested or would be useful to the caller.
- Enter detailed information about each incoming call into Hotline database for reporting

and internal purposes in a timely fashion.
- If there are a large number of complaints against the Hotline (i.e. if there is 5% or more of incoming caller complaints) the Hotline shall tape incoming calls for monitoring purposes on a bi-monthly basis to be reviewed by the Executive Director for purposes of fulfilling contract requirements for the City of Toronto and maintaining the high service standards that we have built together. Counselors will be asked to tape calls for 2 four-hour periods once every two months.




- Working with the City of Toronto’s STAR Table initiatives pursuant to relevant STAR Certifications.

Service Improvement and Inter-office Relations
- Attend at Tenant Services Committee when requested by the Executive Director
- Attend Hotline staff meetings with the Executive Director to discuss any service issues,

trends in calls, Hotline statistical reports.
- Attend educational workshops as required

Community and Member Relations
- Contribute short articles, where feasible, to the Tenants newsletter as directed by the

Executive Director.
- Upon the Employer’s request, assist at FMTA AGM and community events, where

feasible.

Office Tasks

- Provide assistance to the Executive Director for large office mailings and Hotlinerelated informational mailings.

The following are additional responsibilities for Full time
- Take appointments for the Advice Lawyer, enter caller and time information in the

Advice Lawyer Schedule; confirm appointments prior to the day of the appointment;
- Update Hotline Resources on a need to know basis
- Ensure that adequate numbers of copies of LTB forms are available for mail-outs

Please send cover letters and resumes witin a single pdf to Mason Fitzpatrick, Director of Communications, at [email protected] by Oct. 1 at 11:59pm Pay: $17.60-$62.58 per hour

Work Location: Hybrid remote in Toronto, ON (Toronto District)

📌 RELIEF (CASUAL) HOTLINE TELEPHONE COUNSELOR (Toronto)
🏢 Federation of Metro Tenants Associations
📍 Toronto