Shift Leader

Shift Leader

Job Information
Author pmnationtalk
Date March 15, 2017
Type Full Time
Company City of Toronto
Salary $79,414.40 - $93,288.00 - Per Hour
Location Toronto, ON
Category Social Services
Client City of Toronto
Contact Information
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Job Classification Title SHIFT LEADER
Job ID # 2266294 X
Division Shelter, Support & Housing Admin
Section Homelessness Initiatives and Prevention Services
Additional Location Details Seaton House, 339 George St.
Job Stream Children, Community & Social Services
Job Type Temporary, Full-Time
Temporary Duration 12 months
Salary/Rate $79,414.40 – $93,288.00 / Year
Hours of Work (bi-weekly) 80.00
Shift Information N/A
Affiliation Non-Union
Number of Positions Open 2
Posting Date 13-Mar-2017
Closing Date 27-Mar-2017

Job Description

Reporting to the Manager or Program Supervisor, and as part of a collaborative management team, the Shift Leader supervises all operations providing services throughout a 24 hour a day operation, 7 days per week including all statutory holidays to meet client needs in a client focused, holistic manner in accordance with the policies and procedures developed by the Division.

Major Responsibilities:

  • Supervises the day-to-day operation of all assigned staff including the scheduling/replacement, assigning and reviewing of work. Authorizes and coordinates time off requests to ensure appropriate coverage is confirmed and if required, overtime requests are approved, and follows up on payroll discrepancies
  • Supervises, motivates and trains assigned staff, ensuring effective teamwork, high standards of work quality and organizational performance, customer service excellence, continuous learning and encourages innovation in others
  • Administers various client funds, TTC tokens, taxis, voucher issuance, and ensures that appropriate controls and records are kept
  • While on shift, monitors and evaluates staff performance – including leading staff development. Manages labour relations – including hearing grievances and recommends/conducts disciplinary action when necessary in consultation with the Manager / Program Supervisor
  • Monitors program operations to ensure all services meet client needs and are provided in accordance with Divisional policies, procedures and applicable legislations
  • Provides leadership in service planning and program policy development by incorporating identified needs in accordance to divisional goals, policies, procedures, applicable legislations, community agencies and client input
  • Builds capacity within staff team to support clients with mental and other health and addiction issues from a trauma-informed, harm reduction approach
  • Gathers/maintains statistical/data information on programs for reports as required by the Division
  • Forecasts needs/monitors policy and program activities; recommending options and implementing changes to improve operational performance/services delivery
  • Ensures clients receive appropriate counselling, support or referrals. Mediates on behalf of clients with other service providers
  • Manages any crisis situation, investigates incidents/complaints and ensures appropriate intervention/resolution is provided and completes all required documentation of such incidents in a timely manner
  • Participates on committees/workgroups with internal/external stakeholders to review/enhance programming and services to clients. Prepares effective communication strategies for internal/external audiences
  • After hours, monitors building conditions and systems in the site and initiates remedial action required to correct unsafe or unsatisfactory conditions
  • Works collaboratively with other supervisory staff responsible to facilitate coordinated Housing First case management services for individuals/families to assist them to achieve housing stability in the community
  • Manages information according to corporate standards by ensuring log documentations, program files/records are properly maintained. Ensures shelter is properly stocked with all operating and resident supplies
  • Undertakes special projects and assignments as may be required by the Manager

Key Qualifications:

  1. Post-secondary education in a discipline pertinent to this work or the equivalent combination of education and experience.
  2. Extensive experience supervising staff in a social services or human services environment.
  3. Extensive experience in assisting persons who are homeless and experiencing psycho/social/physical, educational, emotional and/or environmental problems in a social service setting.
  4. Experience working in a harm reduction environment, including working with people with significant addiction, mental health and health vulnerabilities.
  5. Experience in program and policy development.
  6. Ability to train, lead, motivate, coach, supervise and develop individuals and teams.
  7. Ability to manage administrative duties associated with shelter or institutional operations ensuring compliance with divisional and legislative guidelines and policies through continuous monitoring and evaluation.
  8. Considerable working knowledge of current issues related to homelessness, including working with street involved individuals, harm reduction, addiction, social work, social housing, alternative and supportive housing, income security, mental health, emergency shelter, community support/health agencies etc.
  9. Considerable knowledge of working with indigenous populations and/or lived experience as an indigenous person.
  10. Customer service skills working with clients, service providers, the general public and/or staff to address service inquiries, requests and/or complaints.
  11. Good judgment in public relations with the ability to effectively manage labour relations matters.
  12. Working knowledge of Collective Agreements, Occupational Health and Safety Act, Ontario Works and relevant legislation and regulations.
  13. Ability to apply verbal de-escalation and crisis prevention techniques in diffusing potentially volatile situations.
  14. Well-developed written and oral communication skills, including presentation and facilitation skills, with an ability to communicate effectively with a broad range of stakeholders at a supervisory level.
  15. Ability to compile, analyze and disseminate data and apply it to shelter practices and operations.
  16. A working knowledge of automated computer systems.
  17. Ability to work rotating shifts, either 8 or 12 hours in length, including days, evenings, overnights, weekends and holidays on a scheduled and call-in basis.


  • A Vulnerable Sector Police Reference Check may be required as a condition of employment.
  • For more information on Hostels Services, please visit our website at

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 or to the one used to set-up their Candidate Profile if applying on TalentFlow. As an applicant, it is your responsibility to ensure that you check your email regularly.

The City of Toronto is committed to fostering a positive and progressive workforce that is representative of the citizens we serve. We will provide equitable treatment and accommodation to ensure barrier-free employment.  In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and the City of Toronto’s Accommodation Policy, a request for accommodation will be accepted as part of the City’s hiring process.

If you are invited to participate in an assessment process, kindly provide your accommodation needs in advance. Please be advised that you may be requested to provide medical/other documentation to Human Resources to ensure that appropriate accommodation is provided to you throughout the hiring process.

If you are an individual with a disability and you need assistance or an accommodation during the application process, please email us at, quoting the job ID # and the job classification title.


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