CONTRACT ENHANCED CLIENT SERVICES SUPERVISOR (ECS-E)

Homes First; Toronto; On-site; AUD 58,000 - 79,000; Full time

Job summary

Homes First Society in Ontario seeks a Contract Enhanced Client Services Supervisor to lead a unionized workforce, provide intensive case management, and drive partnerships with health and community services. The role includes supervising caseloads, coordinating case conferences, and ensuring high-quality documentation and reporting.

Contract from September 2026 to August 2027, with occasional weekends/evenings and on-call responsibilities.

Qualifications

• Minimum post-secondary education or equivalent experience.
• Experience with homelessness, addictions and mental health is required.
• Supervisory experience in a unionized setting is an asset.
• Ability to manage caseloads and coordinate with teams.
• Strong written and verbal communications.

Responsibilities

• Supervise a unionized workforce within the context of the Collective Agreement.
• Provide case management expertise and support to Intensive Case Management Workers team.
• Lead partnership development and system navigation with health and other services.
• Supervision and caseload management across case workers, including case conferencing.
• Service resolution lead and quality assurance, reporting and records oversight.
• Develop and implement programs for performance improvements.
• Manage employee performance and administrative duties such as vacation planning.
• Collect statistics for evaluations and funding proposals.
• Manage city-operated database and Homes First case management system.
• Ensure effective communications with internal departments and external agencies.
• Prioritize and assign shift responsibilities to team members.
• Oversee staff in developing individualized case plans and participant goals.
• Ensure documentation meets agency standards and participate in on-call duties.

Skills

Unionized supervision

Case management

Partnership development

System navigation

Team leadership

Education

Post-secondary education or equivalent

First Aid/CPR certificates

Harm Reduction certification

Job description

CONTRACT ENHANCED CLIENT SERVICES SUPERVISOR

Homes First Society develops and provides affordable, stable housing and support services to break the cycle of homelessness for people with the fewest housing options.

Position type: Contract, Full-time

Location: Victoria Park Ave E and Finch Ave E

Hours of Work: Mon - Fri, 9 am - 5 pm, with one late night a week to be coordinated with the Manager

Contract duration: starting September 02, 2026, ending August 02, 2027

Salary: $67,500 per year

JOB RESPONSIBILITIES

• Supervise a unionized workforce within the context of the Collective Agreement.
• Provide case management expertise and support to Intensive Case Management Workers team.
• Lead partnership development and system navigation, including main contact for liaising with health and other service systems
• Supervision and caseload management across case workers, including coordinating regular case conferencing
• Service resolution lead
• Quality assurance, reporting and records oversight
• Develop and implement programs focused on the optimization and continuous improvement of the performances and practices
• Manage employee performance and perform necessary administrative duties such as vacation planning, timekeeping, performance reviews, etc.
• Implement and maintain a system for collecting relevant statistics needed for evaluations report and funding proposals
• Manage city operated database and Homes First case management system
• Ensure effective communications with other departments within Homes First Society as well as with external agencies
• Prioritize and assign shift responsibilities and duties to team members
• Oversee staff in developing individualized case plans with designated participants and help participants achieve their goals
• Ensure that all documentation is completed to agency standards
• Able to work occasional weekends and/or evenings, when required
• Able to carry 24 hour emergency on-call phone
• Working in an environment where there may be smoke is required.
• Other responsibilities, as required

Working in an environment where there may be smoke is required.
Working in a pet friendly environment.

The successful applicant must provide a criminal record check that is satisfactory to Homes First Society.

QUALIFICATIONS

• Post-secondary education in related field or equivalent in education and experience
• At least 3 years’ experience working with people who are homeless, under-housed and dealing with addictions and mental illness.
• At least 1 years experience supervising unionized staff.
• Demonstrated experience performing assessment, advocacy, referral and case management functions and ability to effectively prioritize work in a fast paced environment
• Ability to work effectively in a collaborative team environment
• Excellent communication, organization and time management skills
• Supervisory experience in a unionized setting an asset
• Knowledge of relevant laws, standards and guidelines; including the Ontario Landlord and Tenant Act and rental legislation in Ontario.
• Knowledge of resources and services available in the community
• Excellent interpersonal, conflict resolution and organization skills
• Certificates in First Aid, CPR, Crisis Prevention and Intervention an asset
• Certificate of Completion of Homelessness Learning Hub’s Harm Reduction for the Homeless Sector considered an asset.

ACCOMMODATION

Homes First is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known and we will work with you to meet your needs.

Homes First Society is an equal opportunity employer.

Homes First Society does not use Artificial Intelligence to screen, assess or select applicants for internal postings.

This is an existing open position.