Rosalind Croucher

My job is to oversee and be accountable for the management of the co-op’s operations, subject to the general direction of the board of directors. I act as agent of the co-op in delegated areas of authority and am responsible for recruiting and managing volunteers. I provide support to the board and members and keep the co-op in touch with the wider co-op housing sector.

Achievements

In my time as Administrative Coordinator, arrears have been reduced by over 50%. I have undertaken a very successful community engagement program, resulting in over 35+ new, active volunteers. I organized and oversaw the first annual inspections done in years, and am effectively and efficiently managing Northtown Co-op's end-of-mortgage process.

RESPONSIBILITIES

Managing the finances.

As administrative Coordinator, I have overall responsibility for the financial management of the co-op. I carry out financial management tasks directly and supervise the work of our accountant. I ensure compliance with all financial requirements of the co-op’s funding program, administer the rent-geared-to-income program, ensure that there is an adequate accounting system in place and produce monthly financial statements. I ensure there are adequate financial controls in place, maintain the financial records, prepare the co-op’s capital and operating budgets, including proposed market housing charges, for submission to the board. I notify the members of housing charge changes, present and explain financial statements to the board monthly and point out any matters of concern. I present other financial reports to the board (such as member arrears, cash flow, capital forecasting and investment reports) monthly. I supervise the work of the co-op’s accountant, administer payroll, make sure deposits are done on time and are properly recorded, monitor cash flow, manage member accounts receivable, administer the co-op’s accounts payable, including invoice processing and cheque preparation, ensure that the co-op’s reserves are appropriately invested, administer a petty cash system, administer the co-op’s Arrears and Spending by-laws, prepare working papers for the annual audit, advise the board on financial matters, draft financial policies for the approval of the board and membership, arrange periodic training for myself, staff, board and members.

Keeping the co-op in good repair.

I keep property and maintenance records, make sure a capital plan is developed and kept up to date, administer a key control system, administer the parking policy, retain and supervise tradespeople and other contractors and consultants in accordance with co-op by-laws, make sure that each housing unit is inspected once a year and whenever a member moves out, make sure that the co-op has necessary life and safety systems, emergency response procedures and security measures in place, make sure that the co-op complies with the fire code, Electrical Safety Authority rules and other legal requirements related to the co-op’s property. I administer the member work request system, make sure that the co-op is free of hazards, advise the board on property matters, provide a maintenance activity report to the board, monthly.

Keeping the co-op full.

I am responsible for maintaining full occupancy of the co-op. Specifically, I respond to enquiries and receive applications, market co-op units, as necessary, make sure units are quickly restored to market-ready condition following move-outs, conduct credit and landlord checks, administer the co-op’s internal and external waiting lists, administer the co-op’s agreement with support services agencies, co-ordinate move-outs, internal moves and move-ins to minimize vacancy loss, make sure new members sign occupancy agreements and make necessary payments before move-in, make sure new members are promptly welcomed and oriented, advise on marketing and member selection issues, provide monthly vacancy and marketing reports to the board.

Meeting the co-op’s legal requirements.

I act on the co-op’s behalf to ensure that it meets its legal requirements. Specifically, I liaise with the co-op’s lawyer, maintain the co-op’s minute book and other corporate records, file audited financial statements and required reports and notices with government agencies, administer the co-op’s by-laws, make sure the co-op follows program rules, complies with the provincial co-op act and other laws, and protect the privacy of personal information. I assist the board with eviction hearings and work with the co-op’s lawyer to obtain writs of possession, as necessary. I work with the co-op’s lawyer on other legal proceedings related to the co-op’s operations, liaise with federal, provincial and municipal housing agencies and with other municipal agencies such as police, fire department and utility companies. I make sure the co-op has adequate insurance coverage and administer claims, report to the board on legal issues as they arise.

Supporting good governance in the co-op.

I am responsible for supporting good governance in the co-op by the board and membership. I provide the board with the information and advice it needs, in a clear format, to make sound decisions, ensure that board meetings are well planned and prepared for and minutes are kept, arrange for a board orientation each year and provide information about other training opportunities, arrange for an annual board planning session, promote and support effective two-way communication between the board and members, ensure that members’ meetings are well organized and minutes are kept, work with the board to provide members with the information they need, in a clear format, to stay informed about the co-op and make good membership decisions, advise directors and members about their role in the co-op’s governance structure.

Office and staff management.

I am responsible for the efficient administration of the co-op’s office and its systems and for management of other staff of the co-op. In addition to the administrative responsibilities set out above, I ensure that effective office systems and administrative procedures are in place and followed, purchase suitable computer hardware and software and arrange for necessary support, ensure office is adequately furnished, equipped and supplied, receive and logs correspondence, forward it as appropriate to the board or others, and respond or assist with board response. I provide support to other staff and arrange for additional training, as necessary. I administer the employee benefits program, maintain personnel records, maintain required Workers’ Safety and Insurance Board records and prepares claims, if necessary. I report to the board monthly on personnel matters.

Achievements

• Increased sales 30% over 4 years
• Reduced days of sale outstanding from 58 to 36
• Partnered in development and launch of corporate website and social media campaign

Supported

President & CEO, Development Team, hundreds of public and private sector customers worldwide

Responsibilities

• Correspondence
• Proposals
• Website
• Social Media
• Technical Support
• Sales
• Orders
• Customer Service
• Accounts Receivable

Achievements

• Above and Beyond award for creating and implementing company intranet website
• Designed and implemented colour-coded, efficiency-based workflow and filing system for Customer Accounts Manager
• Trained new administrative and accounts receivable staff

Supported

• 420,000+ public and private sector customers worldwide
• 430+ staff
• 2 Managers
• 2 Supervisors

Responsibilities

• Accounts Receivable Coordination: Invoices, collection, coordination with sales and customer service, third-party collection management, bankruptcy and bad-debt management.
• Correspondence
• Website
• Payroll
• Supplies & Purchasing
• Equipment Maintenance
• Event Planning
• Department Newsletter
• Staff Training
• Travel Planning

2024 - CHFC: Foundations of Co-operative Housing Management Ontario

2024 - GHCHFC: Co-op 101 & Board Basics

2024 - GHCHFC: Unit Inspections

Annually - Staff Education Forum

Various - Training Webinars, Seminars & Workshops