Systems Navigator

A challenging permanent position is available with London & Middlesex Community Housing (LMCH) for a Systems Navigator A pool of qualified candidates may be established and may be used to staff similar positions of various tenures at the LMCH.

Who We Are:At London & Middlesex Community Housing, we believe that housing is the foundation of a better tomorrow. LMCH provides 3,282 housing units across 32 properties for more than 5,000 people. Those who call LMCH home are a diverse cross- section of low-income individuals including families, seniors, adults, and new Canadians.

LMCH Mission:We provide and maintain homes in a safe and supportive environment

to meet the needs of the people we serve in our communities.


LMCH Vision:We envision healthy homes and communities in London and Middlesex.

Leading by example. LMCH will help make a difference and positively impact lives using

housing as the foundation.


LMCH Values:


Collaboration |Commitment

Accountable    |Accessible

Respect           |Responsive

Equity             |Excellence



To provide Tenant Focused, respectful, welcoming, and informative front counter services at LMCH, acting as liaison between community members and other LMCH departments.  The Systems Navigator provides front counter and on site services to tenants, prospective tenants of LMCH, their representatives, and the general public; which includes but is not limited to: phone and general reception duties, taking payment of rent, providing general information about LMCH services, collecting data from tenants, supporting, referring, and assisting tenants with social, administrative needs, and engaging tenants. They provide tenants with assistance in navigating the broader community support system in coordination of LMCH’s We CARE philosophy. The incumbent will work in collaboration with LMCH staff, tenants and relevant community agencies within the framework of LMCH’s mission, vision, and values.



Reporting to the Community Engagement Manager, the Systems Navigator will worktowards the achievement of LMCH’s Vision and Mission statements and comply with all company policies including safety policies, and WSIB regulations.  The Systems Navigator will actively participate in communication, teamwork, staff development, and committee work as required.  The incumbent will maintain and promote the confidentiality of tenant information and other data.


Tenant Support and Organizational Duties:

  • Responding in a timely way to tenant and community request. Advocate on behalf of tenants.
  • Working to serve people with complex needs within a harm reduction and low barrier framework.
  • Promotes collegial and collaborative working relationships with LMCH staff, volunteers and providers in the community.
  • Maintain client files, organize work, scan, prioritize work, and complete case notes.
  • Maintaining a high degree of confidentiality related to tenants, staff and community agencies.


System Navigation and Client Coordination:

  • First point of contact with LMCH tenants - Promote a comfortable and safe environment where tenants feel valued and respected.
  • Collaborate with the LMCH team and community supports to determine what service is needed and how that service will be offered.
  • Act as a resource person to LMCH staff, tenants and community members by having knowledge on information provided by community resources.
  • Assist in planning and programming community engagement, and one on one supports with tenants. Participation in other community engagement events as required.
  • Maintain complete and accurate records in accordance with LMCH policy and guidelines.
  • Continue to demonstrate a high level of understanding of the various programs offered by community supports and their intake criteria, and logistical details.
  • Commitment to and experience in community development.
  • Ability to assist, evaluate and refer client’s stated basic, administrative and social needs.
  • Refer and work in tandem with the Community Relations Workers on joint issues.
  • Ability to relate and interact with clients, colleagues and community representatives in a professional and purposeful manner.
  • Able to build and maintain lasting relationships with a variety of stakeholders including tenants, other departments, key business partners.
  • Work to resolve tenant problems by listening, gathering information; resolve the matter with the tenant if possible and refer to other staff and community supports when necessary.


Front Counter Responsibilities:

  • Receive and direct visitors and callers. Receive and forward messages using the computer and voicemail. Answer telephone inquiries and refer phone calls to other staff when appropriate.
  • Warm transfer tenants to community supports and assist tenants to complete forms.
  • Help facilitate key distribution by gathering required tenant information and documentation and passing this information to the appropriate staff person
  • Assist customers with laundry card purchases.
  • Gather information from tenants necessary for completion of simple maintenance work order forms, lease renewal packages and rent calculations and passing this information on to the appropriate staff person for processing.  Referring more complicated situations directly as necessary.
  • Assist with courier deliveries, pickups, gathering mail, and faxes.
  • Ensure all persons in the lobby area have received service and exit prior to closing times.
  • Maintain various lists, e.g. address lists of agencies and service providers.
  • May be called upon to perform other duties as assigned.




  • Oral fluency, reading, and writing abilities in English is required.
  • Oral fluency, reading, and writing abilities in French is considered an asset.



  • Minimum of a completed College diploma in social services or undergraduate degree in a relevant discipline plus a minimum of three years of experience in community services.


Minimum of two years’ experience in a related field, demonstrating the following:

  • Ability to work with a variety of personalities with tact and solid customer service skills.
  • Teamwork and interpersonal skills with an above average level of Emotional Intelligence - the ability to monitor one's own and other people's emotions, to disseminate between different emotions and label them appropriately, and to use that information in providing service
  • Strong level of communication skills, ability to compose clear and concise written documents, and to clearly verbally communicate information and answer questions. 
  • Excellent organization skills.
  • Knowledge of collaborative decision making models, as well as strength-based and empowerment based philosophy of community development.
  • Strong knowledge of community based services and resources.
  • Experience working with interdisciplinary, diverse team.
  • Strong Computer literacy, including effective working skills of MS Word, Excel, Outlook.
  • Experience with Yardi Enterprise or other accounting/ property management software considered an asset.
  • Experience in Cash handling and managing a float and balance payments considered an asset.
  • Training in non-violent crisis intervention, de-escalation, and mental health first aid considered an asset.
  • Experience residing in social housing considered an asset
  • Proficiency in additional languages commonly used by LMCH tenants considered is an asset.



The incumbent contributes and supports the overall culture and working environment of the agency by:

  • Working knowledge of cultural, social and demographic patterns relating to vulnerable priority populations.
  • Knowledge of and commitment to harm reduction and low barrier service.
  • Committed to work in an interdisciplinary, diverse setting.
  • Understanding of and sensitivity towards the belief systems of other groups, the complexity of those facing poverty and in need especially as they affect their mental health and behaviour.
  • Commitment to non-violent crisis intervention, de-escalation, and supporting tenants.
  • Strong work ethic and positive team attitude.
  • Demonstrating knowledge and valuing of client’s life situation.
  • Working with diverse communities with sensitivity, creativity, innovation, language and cultural understanding in a non-judgmental manner.



As a condition of employment, the successful candidate must submit a Police Records Check and Vulnerable Position Screening from their local police service for approval by LMCH. A current LMCH employee who is the successful candidate for this position must also provide this document unless it is already on file and not more than two years old.


$24.20 - $27.50/hour with comprehensive health benefits and a defined benefit pension plan.



CUPE Local 101.3



The nature of the work involves constant interruptions and requires attention to be divided among several issues at once while also being able to work one on one with tenants. There is a high level of knowledge and skill application required. There is the need for a high level of communication between clients, LMCH departments, and community agencies. Exposure to moderate noise. There may be occasional exposure to rudeness or profanity. Staff will be needed both in the office and onsite in our communities. Therefore staff may be seated for certain periods of time with minimal lifting requirements (filing, etc) but may also be exposed to dust, etc when on location within our communities.



Once you apply, we’ll review your resume and cover letter to determine if your skills and experience match the qualifications for the role and only qualified candidates will be contacted for next steps. If you move forward, the process may include an interview, written/practical test, and reference check.

 Here's your chance to bring your knowledge and expertise to our team and contribute to providing better homes and better neighbourhoods. When submitting your cover letter and resume, be sure to tell us about your skills and qualifications that are a match to those specified in the job posting.

 Please send your cover letter and resume to the attention of:

Kevin Crowder, CHRL

Human Resources Manager

London & Middlesex Community Housing

1299 Oxford Street East, Unit 5C5 London, ON, N5Y 4W5


 A cover letter and resume must be received by 4:30 p.m., September 25, 2019. Late applications will not be considered in the job competition.

 Please note that all applicants are encouraged to provide a valid email address for communication purposes. Applicants may receive written correspondence regarding this job posting directly to the email address provided on their resume.

 London & Middlesex Community Housing (LMCH) is committed to equity in employment. Our goal is a diverse, inclusive, and barrier-free workplace that reflects the communities we serve.

We will provide reasonable accommodation to applicants with disabilities at all stages of the hiring process in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. Please advise if you require an accommodation during the selection process.

 While we appreciate all applications received, only those invited for an interview will be acknowledged. Due to volume of applications, we are not able to respond to general inquiries by phone or e-mail.

 Any personal information submitted will be managed in accordance with the requirements of the Municipal Freedom of Information and Protection of Privacy Act and will be used only to determine eligibility for employment.

 Thank you for your interest in the London & Middlesex Community Housing.


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