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Casual Hotline Counsellor

Reference: FMTA526
Location: Toronto, Ontario, Canada
Application deadline: CLOSED

The Federation of Metro Tenants' Associations is hiring for a TENANT HOTLINE CASUAL WORKER for its Tenant Hotline.

Tenant Hotline Casual Counsellor

HOURS OF WORK: Hotline Shifts are normally 7.5 hours, but in exceptional circumstances, may be minimum length of 4 hours by mutual agreement of Employer and Employee.
BASE SALARY: Pro-rated per shift based off of $7,905 per 7.5 hours/wk (0.25 FTE)
REPORTS TO: FMTA Executive Director

Hotline Operations
• Answer incoming calls
• 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 Coordinator 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.
Service Improvement and Inter-office Relations
• Attend at Tenant Services Committee when requested by the Coordinator
• Attend Hotline staff meetings with Coordinator to discuss any service issues, trends in calls, Hotline statistical reports.
• Attend educational workshops as required
Community and Member Relations
• Contribute short articles to the Tenants newsletter as directed by Coordinator.
Office Tasks
• Provide assistance to Coordinator for large office mailings and Hotline-related informational mailings.
• Fluency in a language/languages other than English or French is considered an asset

FMTA welcomes the contributions that individuals from oppressed communities bring to our organization, and invites aboriginal people, people of colour, women, gays, lesbians, bisexuals, two-spirited people, transgendered people, transsexuals, single parents, members of ethnic minorities, immigrants and people with disabilities to apply. Any personal disclosure will be held in confidence.

The FMTA office is currently wheelchair accessible and is a fragrance free environment. We regret that the FMTA does not currently have an equity hiring policy.

This is a unionized position with CUPE 1281.

Interested internal candidates should submit a covering letter with their resume and a statement to the Hiring Committee by email to by January 30th, 2015 at 6pm.

An optional statement outlining the candidates lived experience as a person from one or more oppressed communities can also be included with a resume and covering letter.
Covering letters, resumes and statements on lived-experience can also be mailed to 27 Carlton St. Suite 500, Toronto, ON, M5B 1L2.