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Administrator & Portal Support, Complaints and Client Services

Retirement Homes Regulatory Authority

Position:                                          Administrator & Portal Support, Complaints and Client Services

Location:                                         Toronto, ON – Hybrid Remote

Status:                                             One-year Contract, anticipated start date July 2 (or earlier if possible)
Total Compensation:                   $50,000 – 55,000 (commensurate with level of experience)

The Retirement Homes Regulatory Authority (RHRA) is a self-financing authority independent of government, with the mandate to license and inspect Ontario’s more than 780 retirement homes where over 60,000 seniors live. The RHRA is an agent for positive change, by working with the retirement homes sector to increase the protection, safety and well-being of our aging population.


The RHRA administers the Retirement Homes Act, 2010, which involves licensing homes, educating licensees, consumers and the public about the standards regulating retirement homes, carrying out inspections of retirement homes, and taking compliance and enforcement action as needed. The RHRA’s guiding principle is that a retirement home should be a place where residents live with dignity, respect, privacy and autonomy, in security, safety and comfort and can make informed choices about their care options.


Are you motivated to make integral contributions to a best-practice organization, through ownership and accountability of key processes that advance achievement of a regulatory mandate and, which makes a difference in people’s lives?


The RHRA is seeking candidates for the role of Administrator/Portal Support, Complaints and Client Services who will, in consultation with the Complaints and Client Services team leadership, be primarily responsible for administrative compliance activities across the Intake, Complaints, and Licensing functions. This includes responding to questions about RHRA’s self-service portal.


The successful candidate is a solutions-driven and results-oriented professional, with excellent customer service and organization skills, who will be responsible for:


  1. The effective and efficient management of portal user questions, including:
    • Communication with stakeholders with customer service approach;
    • Respond to and troubleshoot basic tech-related issues reported via phone or email for portal accounts, access, or navigation;
    • Refer to documented procedures and implement subsequent steps in case management system;
    • Escalate tech-related issues to IT as required;
    • Monitor data in case management system for accuracy.


  1. Assisting in various administrative tasks for the Complaints team, including:
  • Emailing decision letters to complainants and licensees;
  • Compiling materials and liaising with the Complaints Review Officer.


  1. Assisting in various administrative tasks for the Licensing team, including:
    • Entering details of applications for retirement home licences into case management system;
    • Emailing licences to new licensees;
    • Processing notices of change submitted by retirement homes;
    • Monitoring transition plans for retirement homes with surrendered licences.


  1. Assisting in various administrative tasks for the Intake team, including:
    • Processing outbreaks reported by retirement homes;
    • Monitor follow-up process on unlicensed homes.


Minimum Qualifications:

  • Some post-secondary education in administration and/or business.
  • At least 3 years combined experience in office administration and communication, client services/help desk support, and database entry and maintenance.
  • Understanding of the regulatory environment would be considered an asset.
  • Understanding of the principles of administrative law would be considered an asset.
  • Bilingualism, French and English, written and spoken is a significant asset.


Required Competencies:

  • Exceptional customer service skills and experience.
  • Proficient computer literacy skills, with intermediate proficiency in Microsoft Office productivity tools (Word, Excel, Outlook).
  • Basic understanding of tech troubleshooting
  • Strong facility with data management, and ability to become literate in analytics to contribute toward the organization’s evolving analytics program.
  • Self-directed, motivated and proven ability to work independently, as well as to collaborate within a team.
  • Critical thinking, creativity and independent problem-solving skills.
  • Written and verbal communication and interpersonal skills.
  • Strong organizational skills with the ability to multitask.
  • Flexibility, adaptability and ability to embrace change in a fast-paced and evolving environment.
  • Ability to exercise a high level of professionalism and discretion with confidential and sensitive information.


Other Requirements:  Satisfactory Professional and Criminal Reference Checks.  RHRA currently operates in a hybrid work environment with the expectation of a minimum of being on site at the RHRA’s Toronto Office on Wednesday of each week.  Required office equipment (laptop, headset, softphone) will be provided. Please note that applicants who receive any conditional offer of employment from RHRA may be required to provide proof that they are double vaccinated with a COVID-19 vaccine approved by Health Canada as a condition of employment and to maintain their status as fully vaccinated as a condition of continued employment.  RHRA will consider individual requests for accommodation by applicants who cannot be fully vaccinated due to grounds protected under the Human Rights Code.


Interested candidates may submit their cover letter and resume to by June 14, 2024.


RHRA has a diverse workforce and is an equal opportunity employer. We welcome and encourage applications from people with disabilities and, accommodations are available on request for candidates taking part in all aspects of the selection process.


We thank all applicants; however, only those under consideration will be contacted.