Shift Leader

Shift Leader

Job Information
Author ahnationtalk
Date February 2, 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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Shift Leader

Job Classification Title SHIFT LEADER
Job ID # 2262169 X
Division Shelter, Support & Housing Admin
Section Homelessness Initiatives and Prevention Services
Job Stream Children, Community & Social Services
Job Type Perm/Temp, 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 4
Posting Date 02-Feb-2017
Closing Date 16-Feb-2017

Job Description

Reporting to the Manager, Program Supervisor and/or designate, 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.

Programs and Services:

Central Intake operates 24/7 as a call centre providing intake assessments for individuals and families seeking emergency shelter assistance and housing related services. The primary goal of the program is to assist callers to maintain stable housing. Where possible, callers are assisted to explore other housing options prior to a referral to emergency shelter services.   Prevention, through education, information, advocacy and connection to other support services is a key focus in the program.

Birchmount Residence is a shelter for men over the age of 55. Staff are on-site 24 hours a day. Residence staff provide on-site programming that addresses self-esteem and skills development. Residents are offered case management, social supports, crisis intervention, referrals and advocacy services, and a doctor is available onsite (one day per week). Residents also participate in recreational and life-skills activities under staff supervision.

Robertson House is a shelter for pregnant women and women with children who are struggling with homelessness or fleeing family violence. It provides programming that empowers residents to build up resiliency, regain self-esteem and live safe and productive lives. Residents also participate in recreational and life-skills activities under staff supervision. Clients are referred by Central Intake only.

Women’s Residence is a place for homeless, single women in downtown Toronto. The shelter offers many services to help homeless women from all backgrounds. Residence staff can speak more than 15 different languages.

Fort York Residence is not an emergency shelter and access is limited to clients who have been identified through a referring shelter or community agencies as good candidates to obtain and maintain long-term affordable housing and employment. During their stay in the shelter, clients focus on finding and maintaining employment, educational development, community participation through volunteer work and long-term financial planning while securing sustainable housing

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 with divisional goals, policies, procedures, applicable legislations, community agencies and client input
  • 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 in assisting persons who are homeless and experiencing psycho/social/physical, educational, emotional and/or environmental problems in a social service setting.
  3. Extensive experience supervising staff in a social services or human services environment.
  4. Experience in program and policy development.
  5. Ability to train, lead, motivate, coach, supervise and develop individuals and teams.
  6. 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.
  7. 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.
  8. Considerable knowledge of working with indigenous populations and/or lived experience as an indigenous person.
  9. Customer service skills working with clients, service providers, the general public and/or staff to address service inquiries, requests and/or complaints.
  10. Good judgment in public relations with the ability to effectively manage labour relations matters.
  11. Working knowledge of Collective Agreements, Occupational Health and Safety Act, Ontario Works and relevant legislation and regulations.
  12. Ability to apply verbal de-escalation and crisis prevention techniques in defusing potentially volatile situations.
  13. 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.
  14. Ability to compile, analyze and disseminate data and apply it to shelter practices and operations.
  15. A working knowledge of automated computer systems.
  16. 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.

Work Locations:

  • Birchmount Residence: 1673 Kingston Road
  • Robertson House: 291 Sherbourne Street
  • Central Intake: 305 Greenfield Avenue
  • Fort York Residence: 38 Bathurst Street
  • Women’s Residence: 674 Dundas Street West

Number of Positions Open:

Birchmount Residence/Robertson House:1 PermanentCentral Family Intake: 2 Temporary (approximately 6 months and 1 year)

Women’s Residence/Fort York Residence: 1 Permanent


  • 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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