Residential Shift Supervisor - Eva Initiatives (Eva's Place) - Toronto
(2024-04)
- Provide day-to-day supervision to assigned staff, ensuring effective teamwork, high standards of work quality and organizational performance demonstrating good customer service experience, and continuous learning
- Encourage innovation, evaluate performance, and lead staff development through encouragement, motivation, and training
- Work collaboratively with other supervisory staff
- Coordinate Housing First case management services for individuals and families to assist them in achieving housing stability in the community
- Ensure clients receive appropriate counselling, support, or referrals, and mediate on their behalf with other service providers
- Maintain statistical data and other information on programs for reports, forecast needs and monitor policy and program activities while recommending options, and implement changes to improve operational performance and service delivery
- Support the wellbeing of staff and team, by encouraging a culture of psychological safety and maintaining a supportive work environment
- Coach, mentor, and connect with staff and model behaviours that encourage work-life balance, respecting boundaries, and fosters an environment where staff feel valued and supported, thereby contributing greatly to positive workplace mental health
- Monitor staff performance and ensure proper coverage, especially during peak hours or busy situations
- Understands and communicate to staff the commitment to working from a harm reduction, anti-oppression, and trauma-informed care approach
- Proficient in customer service, communication, and presentations, work effectively with clients, staff, service providers, and the public
- Address service inquiries, requests and/or complaints, apply verbal de-escalation and crisis prevention techniques in defusing potentially volatile situations
- Compile, analyze and disseminate data and apply it to shelter practices and operations
- Supervised administrative duties associated with shelter or institutional operations, ensuring compliance with guidelines and policies through continuous monitoring and evaluation
- Administer various client funds, TTC tokens, taxis, and voucher issuance, and ensure that appropriate controls and records are kept
- Participate in monitoring program operations and providing leadership in service planning and program policy development that incorporates identified needs, with input from clients and community agencies
- Experienced working with Indigenous populations and/or lived experience as an Indigenous person/youth
- Given the possibly traumatic nature of events encountered in the course of duties, demonstrates a personal history of resilience, and commitment to wellness, both for self and staff
- Familiarize with government legislation in the areas of Occupational Health and Safety, Human Rights, and other relevant legislation
Shift Supervisor - Salvation Army - Toronto
(2023-07 - 2024-03)
- Supervised, conduct shift according to the shelter standards, and assisting in client's resolution
- Support staff after crucial occurrences, raise awareness about available wellbeing resources, and engaging in workplace wellness initiatives
- Manage labour relations, such as hearing and responding to staff grievances and conduct performance management with staff when needed
- Ensure staff comply with duty protocols when processing intakes for new clients and referrals for clients requesting assistance in various sectors (OW, ODSP, CTB, CO-OP)
- Updates, revises, and prioritizes Individualized Service Plans (ISP) in conjunction with clients in accordance with legislative requirements and in response to changes in client circumstances
- Provides immediate first call resolution to clients, processes the first stage of an Ontario Works application and answers general inquiries
- Directs administrative staff by assigning and checking work. Provides support to frontline staff, clients requesting information with co-op
- Compiles and enters data and prepares statistical reports using various computer systems
- Develops, designs, and delivers presentations to the public, staff and community groups on programs, services, and procedures
- Resolves conflict situations including staff and client complaints and disputes. Listens, mediates, negotiates, and provides support and guidance to reach mutually agreed upon service plan
Shift Supervisor - St. Felix Centre, Toronto - Toronto
(2020-10 - 2023-09)
- Responsible for the day-to-day shift organization of the shelter, including supporting with care management and overall programming for the clients
- Facilitate regular staff meetings to review program deliverables for quality and continuous improvement
- Build, lead and engage frontline staff by providing support and supervision in line with growth and development
- Assist in administrative duties associated with shelter operations such as administering various client funds, TTC tokens, taxis, and voucher issuance
- Managing labour relations such as hearing grievances, along with monitoring program operations
- Providing leadership in service planning and program policy development that incorporates identified needs with input from clients and community agencies
- Facilitate training for new staff and agency support
- Provide on-call support which include problem-solving, consultation, guidance, and feedback to frontline employees through crisis management and challenging events
- Participates in the delivery of shift change with other supervisors
- Intakes of newcomers and discharges of clients, comments on daily events or happenings using SMIS (Shelter Management Information System)
- Provide positive interactions, crisis intervention, rapport and relationship building with clients. Also conduct interviews with clients
- Harm Reduction Support and Use of Naloxone, opioids, and mental health
- Ensure staff participate and maintain Infection Prevention and Control (IPAC) measures
- Respond to emergency situations while working closely with team
- Provides initial screening and intake of guests while explaining proper procedures for accessing services and drop in facility
- Assist with counselling client's adjustment to lifestyles and health care situations using empathetic rapport approach
- Record Client notes, intake forms and discharge plan in accordance with Toronto Shelter Standards, Municipal Fire Safety, Board of Health, and Hostel Guidelines in the operation of the program
- Intervene and deescalate crisis situations
- Perform building checks and safety measures
- Administrative Duties: Such as cot tracking notes, log notes, restrictions, etc.
- Work as a resource for staff and clients and support client's efforts to attain their goals through advocacy, research, and appropriate referral
- Completed and maintained relayed records and documentation such as communication books and progress reports
Relief Community Support Worker - Homes First Society - Toronto
(2022-05)
- Complete Intakes of newcomers, refugees, and discharges of clients
- Establish empathetic rapport with clients
- Provides a safe and trustworthy environment and encourage clients' input
- Use intervention and mediation skills to defuse potential conflicts
- Experienced with crisis intervention, conflict resolution, and de-escalation skills/techniques, using Pirouette for documentation
- Implements the shelter policies and procedures and residency agreements in a spirit of fairness and respect
- Ensure adherence to the Organization's mission, vision, policies, and practices and to the Toronto Shelter Standards, Municipal Fire Safety, Board of Health and Hostel guidelines in the operation of the program
- Participate in on-going team building, ensuring accountability, strong communications, and support
- Monitor clients use of substance in opioids, mental health situations
- Liaise frequently with Site Managers, Case Managers, and support network regarding clients needs
- Demonstrate good working skills with diverse population having a sound understanding of principles of anti oppression
- Knowledge and abilities to integrate anti oppression, critical disability, LGBTQ2S and trans-positivity, trauma, harm reduction, recovery approach in support to mental health and strengths-based principles into practices
Case Worker - Red Door Family Shelter - Toronto
(2021-02 - 2023-09)
Responsible for reviewing daily status updates of the residents to understand current issues and follow up in a timely manner.
