Amber Bourassa

• Maintained accurate records of all activities performed throughout internship period.
• Displayed strong telephone etiquette, effectively handling difficult calls.
• Conducted Intakes for Mediations.
• Created Progress Notes.
• Assisted in template creation and completing Mediation Agreements.
• Drafted Parenting plans, Separation Agreements and Memorandum of Understandings.
• Mediated between parties to a come to a successful resolution of disputes.

• Ensure Toronto Community Housing staff have followed the relevant legislation, as well as, Toronto Community Housing’s own policies, procedures and practices by conducting thorough audits of each arrears file.

• Draft reports, recommendations, interviews, and analyze arrears files.

• Investigating and auditing policies and procedures to ensure organizational and government policy standards are met.

• Conduct public engagement presentations and workshops, to stakeholders including City of Toronto staff, Ontario Disability Support Program and Ontario Works.

• Engage directly with senior or vulnerable Toronto Community Housing tenants facing the threat of eviction for arrears.

• Mediate between parties to come to a positive resolution.

• Work within strict timelines to stop evictions which could lead to homelessness.

• Resolve conflicts and negotiate mutually beneficial agreements between parties.

• Supervise and train new staff.

• Supporting individuals navigate through the complexities of attending the Landlord and Tenant Board.

• Applying the policies outlined in provincial legislation pertaining to social housing and ensuring these are being followed to the fullest extent.

• Identify the underlying challenges tenants face which may have led to unpaid rent.

• Connect tenants to community agencies for ongoing support.

• Work closely with relevant stakeholders such as City of Toronto staff, legal clinics, mental health agencies, voluntary trustees to support and create achievable solutions for tenants facing eviction and possible homelessness.

• Conduct interviews and supervise Internship students.

• A panel member of the City of Toronto Loss of Eligibility Review Body to determine and decide appeals of city wide Rent Geared to Income removal procedures.

•Meet clients on an ongoing basis to create plans for their housing needs to avoid eviction.

•Support Early Resolution Officers in writing reports and conducting audits to be reviewed by Toronto Community Housing staff.

•Set up repayment agreements by calculating and negotiating with the tenants and Toronto Community Housing staff.

•Support vulnerable clients in identifying their needs and connected them with appropriate services.

•Work with operating unit managers regarding the status and situation of tenants, which included phone calls, emails, and setting up meetings.

•Assist probation officers in interviews with individuals on probation or parole.

•Report if individuals were on time and attending probation and parole meetings with their probation officer.

•Collect relevant information about individuals, responsible for inputting information electronically, including evaluating risk assessments for each client.

•Answer phone calls, emails and setting up meetings between clients and their probation officer.