Raghad Munem

• Provides initial crisis intervention, makes referrals, works in partnership with community resources for housing support and works one-on-one with clients during crisis and stabilization period
• Identifies and facilitates appropriate permanent housing options for multi-barrier clients in need of intense housing supports and matches them to the right service.
• Conducts any necessary screening, assessment evaluations, intense case management and navigation services and determine a client’s eligibility to several different housing options and services
• Work with the clients to determine and eliminate complex barriers preventing housing stability, identify high risk social complexity factors and matches client with appropriate services and programs
• Provides intense, multi-sector and shared case management supports and intervention services that addresses housing stability
• Provides onsite services in the areas of independent living skills, conflict resolution, negotiation skills, and financial linkages available to assist in reaching case plan goals
• Develops a plan of intervention with the client that addresses the need for housing, services, crisis intervention, and continuity of care planning and coordination
• Interviews and reviews eligibility criteria to ensure suitable placement and calculation of rent for housing units, preparing and signing rent supplement agreements
• Calculates and issues funds based on program eligibility to ensure housing stability
• Provide community referrals to assist clients and their families, as needed
• Assist clients with housing applications, complete supportive and subsidized housing paperwork, survey rental market for affordable housing, and advocates for clients with prospective landlords
• Documents reasons for housing program ineligibility, advises in writing and makes referrals to other resources or services at Peel or in the community to help clients experiencing hardship
• Provide customer service to applicants and residents, and maintenance of customer files
• Maintain client related data tracking systems, generate client data for monthly reporting
• Identifies and sets up payment agreements and repayment contracts with residents who have outstanding arrears
• Updates relevant resident data changes, such as income and family composition, initiated by the annual renewals and/or the resident
• Responds to and actions all resident complaints as appropriate
• Provides life skills assistance and coaching

• Schedules time and manages deadlines to minimize delays in having matters heard and decided at the Landlord Tenant Board
• Works with Tenancy Support Agents to understand unusual cases, and to develop sound positions to present at hearings
• Represents and upholds Peel Living landlord rights at Landlord Tenant Board / Small Claims Court and has authority to negotiate and resolve cases through meditated agreement, adjudicator’s submission, etc
• Uses tact, diplomacy and effective negotiation skills in all dealings with residents to reduce rental arrears and rectify other breaches
• Executes required mediated agreements
• Makes recommendations to improve processes to maximize efficiency and reduce delays
• Acts as liaison with paralegals or other Counsel, community agencies internal and external partners
• Responsible for the collection of all arrears for current tenants
• Files for eviction with enforcement office
• Negotiates settlements by way of consent orders, in house agreements and mediated agreements
• Updates File information in HTI to capture synopsis of client’s history and referrals provided to assist tenants who experience financial and other obstacles
• Works closely with Ontario Works and the Ontario Disability Support Program staff to prevent eviction
• Investigates misapplied and unidentified funds and advises Financial Coordinators which account to apply payments to
• Compiles monthly statistics for management staff
• Investigates files on a monthly basis to ensure accounts are correct
• Utilizes and interprets Housing Services Act as a legal research tool to help identify legislation and case law that pertain to current tenancy matters
• Works in collaboration with the Tenancy Support Agents to share changes to client’s account information
• Tracks and monitors tenants on N8 (Notice to terminate a tenancy for persistent late payment)
• Prepare file for L1 and L4 hearings

• Delivering a complex social assistance program for Ontario Works participants, assisting individuals to achieve self-reliance and independent from the social assistance system

- Delivering a complex social assistance program for Ontario Works participants, assisting individuals to achieve self-reliance and independent from the social assistance system

- Providing crisis intervention and appropriate community referrals

- Providing individual and group counseling, participant assessment, financial eligibility determination, effective case planning, liaison with community partners, extensive case investigation and documentation, and efficiently and effectively develop optimum participant potential

- Using sound judgment and discretion to ensure participants receive effective service within a complex legislative and policy environment that incorporates the unique circumstances of each individual participant

- Conducts interviews with clients by phone/in person at various locations such as offices, community centers, and client's homes

- Identifies and evaluates client needs to develop service plans using Ontario Works employment support programs; advocates on behalf of clients for services in areas of career opportunities, life skills, education, health, comfort, housing and community support systems, etc.; ensures clients’ access to available program benefits

- Resolves conflict situations including client complaints and disputes; listens, mediates, negotiates and provides support and guidance to reach mutually agreed upon service plan

- Responds to emergency situations involving clients by assessing situation, presents and implements solutions (e.g. contacts other agencies such as Children’s Aid, Police, food banks, etc.)

- Participates on internal/external committees to enhance client service and business operations