Assistant Manager Program (Respite, Shelter)

St. Felix Centre; Toronto; On-site; CAD 55,000 - 70,000; Full time

Job summary

A community support organization in Toronto is seeking an Assistant Manager to lead a team of frontline staff. This role involves responsibilities in scheduling, training, and performance management in a 24-hour operational environment. Candidates need experience in service delivery to vulnerable populations, along with relevant educational qualifications. Excellent communication and mentoring skills are essential for this position.

Qualifications

• Minimum 2 years frontline experience delivering services to the homeless.
• Completion of relevant educational program or equivalent work experience.
• 1+ year in a supervisory or management role.

Responsibilities

• Manage scheduling and performance management of frontline staff.
• Conduct staff training and onboarding.
• Ensure adherence to health and safety protocols.

Skills

Computer skills (MS Suite, email, word processing)

Knowledge of City of Toronto Respite Site Standards

Understanding of Harm Reduction theory

Excellent verbal communication skills

Ability to mentor and inspire staff

Education

Completion of BSW / SSW or similar discipline

Certificates in First Aid, CPR, etc.

Tools

Dayforce HRIS

Microsoft Teams

Job description

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Under the guidance of the Program Manager, the Assistant Manager will manage a team of frontline staff within a unionized setting. Responsibilities include scheduling, coaching, performance management, staff development, meeting facilitation, program coordination, and administrative duties. The Assistant Manager collaborates closely with other Assistant Managers and models best practices in alignment with organizational policies and protocols.

Responsibilities

• Coordinate weekly staff schedules with the Management team
• Facilitate monthly supervisor meetings and quarterly staff meetings, including scheduling and distributing minutes
• Manage and approve staff timesheets through Dayforce HRIS
• Provide support, coaching, training, and performance management to frontline staff
• Lead by example in maintaining a welcoming, safe, and respectful environment
• Document reports professionally and punctually
• Participate in protocol development and program improvements
• Oversee staff onboarding and offboarding
• Conduct guest restriction reviews and incident investigations, reporting, and follow-up
• Submit WSIB documentation as needed
• Ensure Harm Reduction principles are upheld
• Train staff on overdose response (Naloxone and Oxygen interventions)
• Model de-escalation, boundary setting, and trauma-informed care techniques
• Interpret and apply policies, including collective agreements
• Utilize MS Suite, Microsoft Teams, Zoom, Dayforce HRIS, SMIS, and similar software effectively
• Ensure adherence to health and safety protocols, IPAC, and PPE usage
• Communicate regularly with shift supervisors and staff for support and feedback
• Collaborate with external partners for resources and emergency support
• Oversee daily supervisor tasks and ensure completion
• Prepare required reports and statistics
• Implement Quality Assurance and Standards
• Develop programs and engage guests
• Maintain professional boundaries with clients and staff
• Provide program information to community members as needed
• Attend meetings as requested
• Perform additional duties as requested

Education

• Completion of BSW / SSW or similar discipline or equivalent work experience in a related field
• Lived experience will be considered an asset
• Certificates and training will be considered an asset or willingness to be trained: First Aid, CPR, Overdose response and Naloxone administration, Oxygen and Opioid overdose, Non-violent crisis intervention, Anti-racism and anti-oppressive practice, Food handlers’ certificate, SMIS certificate, Fire Warden training, Toronto Respite Standards, Toronto Shelter Standards, Joint Health and Safety certification

Experience

• Minimum 2 years frontline experience delivering services to those experiencing homelessness or precarious housing
• Minimum 1 year in a management capacity
• 2+ years in frontline services for homelessness or housing-insecure individuals
• 1+ year in a supervisory or management role

Skills

• Proficient with computer skills including email, word processing, MS Suite applications, Microsoft Teams, SMIS, etc.
• Knowledge of City of Toronto 24-Hour Respite Site Standards [TRS] and Shelter Standards
• Knowledge of food safety practices is an asset
• Understanding of anti-oppressive practice and anti-Black Racism Awareness
• Creative problem-solving, good judgment, and critical thinking skills
• Ability to prioritize, manage time, and work independently and within a team
• Understanding of Harm Reduction theory and practice
• Knowledge of verbal de-escalation techniques and conflict resolution
• Knowledge of harm reduction kits for inhalation or injection of substances
• High confidence in assessing and responding to overdoses
• Report writing and documentation skills
• Excellent verbal communication skills in person and over the phone
• Ability to mentor, inspire, and provide professional development for staff

Schedule & Shifts

The services operate 24 hours, including days, overnights, and weekends.

Shifts are as follows:

• Shift A: 11:00 pm – 7:30 am
• Shift B: 7:00 am – 3:30 pm
• Shift C: 3:00 pm – 11:30 pm

Send your application and cover letter to: [e-mail]