Operations Administrative Support Officer

Requisition ID: 47536 

Organization

Vancouver is consistently ranked as one of the world’s most liveable and environmentally sustainable cities. Recognized among BC’s Top Employers and Canada’s Greenest Employers, the City of Vancouver is seeking colleagues who can help advance our core commitments to exceptional public service, sustainability, equity, and an outstanding quality of life for all residents.

With a strong commitment to being a City of Reconciliation, we invite you to join our dedicated team and become part of an innovative, inclusive, and engaging workplace. A career with the City of Vancouver and within the broader public service, offers meaningful work where you play a key role in ensuring equitable access to services, upholding ethical governance, and supporting the needs of citizens with integrity and dedication.

Main Purpose and Function

The Operations Administration Support Officer (OAS) Non-Market Housing Operations is responsible for supporting the day-to-day operational administrative requirements, tenant inquiries, facility maintenance support, housing applications, and file maintenance in the City of Vancouver’s (COV) Non-Market Housing Operations (NMHO). Responsibilities include processing documentation related to tenant and property management administrative supports that contribute to the success of the NMHO department’s mandate and goals. The OAS performs key portfolio and administrative support functions, provides direct face-to-face and telephone-based customer service to tenants, and the public while maintaining various databases and reference points across all operational categories. 

Specific Duties/Responsibilities

Operational Support

• Works in conjunction with the Property Portfolio Assistant to prepare accurate rent calculations, subsidies, adjustments and annual reviews by analyzing and interpreting financial documents and initiates investigations when required
• Reviews and interprets tenant information to ensure accuracy and compliance regarding tenancy accounts, family composition, Declarations of Income and Assets, etc.;
• Schedules and maintains appropriate follow-up methods to ensure operational procedures are completed in a timely and accurate manner and initiates corrective actions as required. This includes, but is not limited to, short-term rent adjustments, operational reviews and inspections, current month expiries, etc.;
• Supports the initiation and maintenance of appropriate NMHO tenant and property management software systems and documentation to ensure data accuracy and effective metric reporting requirements
• Prepares accurate and effective communication documents according to guidelines and using data from various sources as required;
• Initiates and maintains appropriate processes and reports regarding tenant accounts including, but not limited to, payments, arrears, overpayments annual rent review, pre-authorized rent payments, NSF payments, vacancies, etc.;
• Initiates and maintains the appropriate systems and documentation to ensure tenants receive services in a timely manner;
• Reviews and processes chargebacks for current tenants and move-outs.
• Supports administrative functions as assigned relating to tenant relocation projects, tenant transfer requirements, as well as tenant eligibility statuses and maintains key tracking mechanisms to support complete operationalization of new builds and capital improvement projects or redevelopments.
• In coordination with the NMHO Facilities Manager prepares purchase orders for routine maintenance, service calls, materials and supplies, etc. Coordinates vendor site visits for quote and scope generation.
• Maintains and monitors records for the operation and management of properties including: rent collection, inventories of equipment, supplies, furniture, unit repair and maintenance histories, work requests and status updates, as well general records.
• Co-ordinates the processing and approval for payment of invoices and billings from contractors, suppliers and services for the operation of NMHO portfolio.

Communications

• In consultation with NMHO leadership develops, prepares and disseminates communications and measures that support successful tenant relocations; coordinating vendors, site staff, and tenants or applicants.
• Ascertains nature of enquiries from a variety of callers and visitors including members of the public, applicants, tenants, housing providers, government agencies and community representatives and provides the appropriate information directly to the individual or refers the individual to the appropriate department or employee.
• Provides general information regarding NMHO policies to tenants and applicants.
• Provides accurate information relating to qualifications for housing and allocation of vacancies as per COV policies and procedures;
• Makes referrals for the more unusual or complex enquiries, including to external resources where appropriate.
• Manages a wide variety of situations in serving clients with a range of physical, behavioural and social issues.
• Co-ordinates the showing of units to prospective tenants, receive rental applications, perform past residence and income checks, evaluate the data and summarize applicant eligibility status in accordance with CoV policies.
• Liaises with various community and public agencies providing relocation services or housing supports.

General Operational Support

• Ensures accurate tenant file management, including paper files and online. Maintains the COV’s standard filing systems.
• Books sign-up appointments for new tenants and prepares tenancy agreement and related sign-up packages.
• Prepares and records files for tenant move out and / or estate management practices and processes.
• Enters data into spreadsheets/manual, digital databases, various software platforms, etc., and generates reports.
• Prepares a wide variety of general correspondence, tenant notices, forms and packages in a timely and accurate manner.
• Identifies opportunities to reassess and modify standard procedures to improve efficiency and outcomes
• Compiles and maintains maintenance requests statuses and supports effective distribution of information, performs administrative follow-up.
• Coordinates and tracks Occupational Health & Safety related events such as fire drills, fire incident reporting, fire activity responses, as well as site safety inspections, City Safety/Crew Talks, etc.,
• Processes payment of invoices (P2P), look up vendor and cheque information, follow up on vendor inquiries, creation of shopping carts/approvals, processing of goods receipts and perform other payment/purchasing functions as required
• Completes P Forms and Honorarium forms for payments as required
• Coordinates the reconciliation of corporate purchasing cards for the NMHO management team  
• Creates and implements folders and saving documents structure in VanDocs.
• Supports uploads, organization, and maintenance of the department’s webpages both internal and external
• Performs general office duties, minute taking, transcribing notes, mail merge, mailing lists, preparation/formatting of correspondence, visitor passes, conference room equipment, equipment sign out, maintaining cleanliness of boardrooms and break out rooms, etc.
• Culls files and arranges for transfer to corporate records centre as per approved retention schedules
• Provides clerical assistance to NMHO management and other staff as required
• Provides back-up for other NMHO administrative staff as needed
• Coordinates meetings with various external and internal stakeholders, working with exempt management calendars and availability
• Drafts correspondence, agendas, records minutes, e-mails, contracts, and screens phone and voicemails to direct inquiries
• Prepares, completes and submits receipts and form for Petty Cash/Daily Expenditures.
• Supports project cost reconciliation and invoicing for recovery from funding partners and non-profit delivery partners
• Backs up time entry duties using SAP, checking staff quotas, maintaining attendance book; producing and filing time entry reports

Preparation of Statistical and Demographic Reports

• Tracks and monitors tenant relocation budgets, monthly building expenses, and special events or projects.
• Responsible for preparing the data for reporting to third party agencies.
• Prepares and maintains various files, records and statistics related to the work. 
• Report on data collected on a monthly basis to BC Housing and the COV.
• Collates financial expenses for buildings within NMHO portfolio, highlights trends or patterns for management awareness, and follow up.
• Prepares correspondence, standard reports, and analysis on property operations.
• Performs such other related duties as may be assigned.

Minimum Qualification Requirements

Education and Experience:

• Diploma in the field of public administration, community service, or non-profit provider with considerable related work experience with an emphasis on tenant management, outreach, community development; or equivalent combination of training and experience

Knowledge, Skills and Abilities:

• Considerable knowledge of the housing continuum, including market, subsidized and supported housing systems, including program models for special needs populations
• Considerable knowledge of legislation and regulations related to the Residential Tenancy Act
• Considerable knowledge of the social, medical, financial and community resources available to clients.
• Thorough knowledge of business English, spelling, punctuation and business math is a necessity.
• Considerable knowledge of departmental and corporate rules, regulations, policies, procedures, processes and functions is highly desirable.
• Ability to work with tenants using culturally
• Sound practical knowledge of the rules, practices and procedures of office and program administration Proficiency with MS Office programs and platforms with higher intermediate to advanced functions.
• Ability to support multiple complex administrative operational projects simultaneously
• Ability to investigate and problem solve creatively and within established regulations
• Ability to establish and maintain collaborative relationships with tenants, non-profit housing agencies, and landlords
• Ability to work under pressure to meet deadlines that are constrained by time
• informed strategies.
• Ability to implement tenant-centered work plans and priority projects
• Ability to facilitate and organize information meetings, take minutes, and distribute information appropriately
• Ability to demonstrate patience and tolerance and exercise tact, diplomacy and good judgment when dealing with a variety of clients, including those of diverse cultural, educational and socio-economic backgrounds and those with difficult behavioural issues.
• Ability to work with a diverse client base and with people who may have experienced abuse, poverty, grief and loss, oppression, violence, mental health challenges, and/or addiction issues, and/or those who may be living with HIV/AIDS or other life-limiting of life-threatening conditions.
• Ability to work independently and with minimal supervision
• Ability and interest in taking initiative, being flexible, adapting to change and contributing in a team environment
• Ability to assess and respond quickly and effectively to an incident and/or crisis.
• Ability to constructively resolve conflict with co-workers, management and external services
• Ability to interpret and understand financial documents received from tenants
• Ability to prioritize, multi-task and process a large volume of work in a fast-paced environment with a high degree of accuracy while meeting prescribed deadlines

• Ability to respond to emergencies after regular work hours, walk long distances, climb stairs and carry heavy items
• Ability to meet transportation needs
• Safety Oriented First Aid and CPR Certificate
• Criminal Records Review Program (CRRP) clearance and eligible to work with vulnerable sectors and priority populations.

Where operationally appropriate and subject to change, the City of Vancouver has a Flexible Work Program. This program allows staff to work a hybrid work week from locations that are a daily commutable distance from their work at a City worksite.  At this time this position is eligible to be part of the Flexible Work Program.

Business Unit/Department: Arts Culture Community Service 

Affiliation: CUPE 15 Non Pks 

Employment Type: Regular Full Time 

Position Start Date: January 2027 

Salary Information: Pay Grade GR-020: $38.08 to $44.82 per hour

Application Close: November 25, 2026

At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. Indigenous peoples, people of colour, 2SLGBTQ+ persons including all genders and persons with disabilities are encouraged to apply.  Accommodations will be provided upon request during the selection process. Learn more about our commitment to diversity and inclusion. 

The City of Vancouver acknowledges that it is situated on the unceded traditional territories of the xʷməθkʷəy̓əm (Musqueam Indian Band), Sḵwx̱wú7mesh Úxwumixw (Squamish Nation), and səlilwətaɬ (Tsleil-Waututh Nation).More about unceded traditional territories

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