Landlord Tenant Mediator

City of Takoma Park, MD Class Specification

CLASS TITLE: Landlord Tenant Mediator
DEPARTMENT: Housing and Community Development
REPORTS TO: Affordable Housing Manager
DATE: 04/2009
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Investigates, mediates and resolves landlord – tenant issues arising under the City’s Landlord – Tenant Laws.


Customer Service

Handles customer questions and complaints, communicates with customers, handles service problems politely and efficiently, always available for customers, follows procedure to solve customer problems, understands all City services, maintains pleasant and professional image. Anticipates, monitors and meets the needs of internal and external customers and responds to them in an appropriate manner. Continually seeks to provide the highest quality service to all customers. Listens carefully when dealing with the public and communicates concern through tone of voice and by taking action to solve their problems in a timely manner. Complies with the City’s Customer Service Policy, including 24-hour response time for telephone calls and e-mails. Explains departmental and City issues to the public in a manner that demonstrates interest and concern for their problems. Listens well, diffuses conflict before it starts, finds causes of and solutions to problems, handles difficult people.


Communicates well both verbally and in writing when required, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills. Effectively conveys information and expresses thoughts and facts. Demonstrates effective use of listening skills and displays openness to other people’s ideas and thoughts. Keeps key employees informed regarding relevant information. Shares information with other members of the team to foster teamwork and to further attainment of the City’s goals. Written and oral information is presented in a manner that projects a positive and professional image of the City.

Reports problems, concerns, issues that should be corrected. Readily shares information and ensures that team members are kept informed and up-to-date. Establishes team and individual accountability for goals, objectives and outcomes. Intervenes as necessary to identify and resolve conflict among team members. Makes conscious and deliberate efforts to build team spirit and identity.

Job Knowledge

Understands duties and responsibilities, has necessary technical skills, understands the City’s mission/values, keeps job knowledge current. Demonstrates the appropriate level of proficiency in the principles and practices of one’s field or profession. Demonstrates a commitment to continuous improvement, including the understanding and application of technology where appropriate. Operates within the organization's formal and informal structures, builds allies and relationships across departments, uses allies to build consensus and create results, is appropriately diplomatic, understands others' roles and perspectives, can sell projects and ideas across the organization. Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs. Prioritizes well and reacts to opportunities. Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.



Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs.

Computer Skills

Skilled in the use of computers, adapts to new technology, keeps abreast of changes, learns new programs quickly, uses computers to improve productivity. Makes good use of web tools and on-line resources, can implement and manage web projects.

Negotiation Skills

Conducts positive negotiations, ability to compromise, handles conflict, seeks common ground, articulates own and others goals, stays focused on positive outcome.

Personal Organization

Keeps information organized and accessible, maintains clean/functional work space, works systematically/efficiently, manages time well.

Problem Solving/Analysis

Breaks down problems into smaller components, understands underlying issues, can simplify and process complex issues, understands the difference between critical details and unimportant facts.


Receives, reviews and tracks progress of complaints filed by tenants or landlords regarding alleged violations of the City’s

Landlord-Tenant law; negotiates settlement of complaints.

Refers selected tenants to community agencies for financial and other assistance.

Delivers presentations at internal and external meetings regarding City’s housing laws.

Provides verbal and written referral of alleged violations to the appropriate parties.

Schedules and coordinates COLTA hearings to resolve landlord-tenant complaints referred by the landlord-tenant office.

Conducts reviews of case files in advance of COLTA hearings and provides public notification of scheduled hearings.

Prepares hearing notices and labeling case exhibits for mailing to Commissioners and affected parties.

Develops the annual COLTA hearing calendar.

Meets with tenants prior to hearings to review testimony, procedures and logistics.

Prepares submissions to the City Council regarding appointments to COLTA.

Composes various documents and correspondence related to landlord-tenant issues including letters, agreements, administrative regulations, newsletter articles, leases, handbooks, and summaries of policy changes.

Represents the City on various boards and organizations on the local, regional and state levels. Represents the department at various board and committee meetings and provides liaison with other departments on related activities.

Communicates with landlords, tenants and other concerned parties by telephone, in person and in writing to explain City laws and policies and respond to inquiries.

Mails commission complaint forms to tenants/landlords, assigns case numbers, and refers unresolved landlord-tenant complaints to the commission for a public hearing.

Maintains and updates department files and logs.


Participates in Landlord Certification seminar, Tenant Rights Program, and other educational programming.

Performs other related duties as assigned.


  • Computer
  • General Office Equipment


Education and Experience

Bachelor's degree from an accredited four-year college or university in Criminal Justice, Administration of Justice, Public Administration, or a related field; and,

Two to three years of progressively responsible experience; or,

Any combination of education, training and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job.

Licenses and Certifications

Dispute Resolution Certification desirable.


Knowledge of:

Principals and practices of mediation and dispute resolution.

Correct English usage, including spelling, grammar, punctuation, and vocabulary.

Standard business arithmetic, including percentages and decimals.

Applicable state, federal and local ordinances, laws, rules and regulations.

Record keeping, report preparation, filing methods and records management techniques.

Department organization, standard operating guidelines and policies, rules, and regulations.

All computer applications and hardware related to performance of the essential functions of the job.

Skill in:

Using tact, discretion, initiative and independent judgment within established guidelines

Appreciation and understanding of the dynamics of a culturally and economically diverse community

Organizing work, setting priorities, meeting critical deadlines, following up on assignments with a minimum of direction

Applying logical thinking to solve problem or accomplish tasks; to understand, interpret and communicate complicated policies, procedures and protocols

Communicating orally with internal staff, citizens, and other departmental staff in order to give and receive information in a courteous manner.

Mental and Physical Abilities

Ability to speak effectively before public groups and respond to questions

Ability to write reports, correspondence, procedure manuals.

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Ability to define problems collect data, establish facts and draw valid conclusions.

Ability to establish and maintain effective working relationships with others.

Ability to draft and type correspondence.

While performing the essential functions of this job the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; speak and hear; lift and/or move up to 10 pounds.

Working Conditions

Work is performed in a normal office environment with little exposure to outdoor temperatures or dirt and dust.

The incumbent's working conditions are typically moderately loud to very loud.

file: Landlord Tenant Mediator

This class specification should not be interpreted as all inclusive. It is intended to identify the essential functions and requirements of this job. Incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this specification. Any essential function or requirement of this class will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the incumbent/applicant when possible.