Front Desk Services Manager (June 2025)

Casey House; Toronto; On-site; CAD 75,000 - 85,000; Full time

Job summary

Join a leading specialty hospital in Toronto as the Front Desk Services Manager, where you'll facilitate a welcoming environment for clients. This full-time role requires expertise in crisis intervention and managing diverse teams, contributing to the holistic care of individuals living with HIV.

Benefits

Healthcare of Ontario Pension Plan

Comprehensive benefits including health and dental

24/7 access to Employee and Family Assistance Plan

Free on-site indoor parking

Qualifications

• 3-5 years experience working with vulnerable communities.
• Experience in a people leadership or supervisory role.
• Knowledge of harm reduction practices.

Responsibilities

• Lead the Client Support Assistant team in delivering services.
• Coordinate crisis support and liaise with clinical teams.
• Manage front desk operations and logistics.

Skills

Crisis Intervention

Interpersonal Skills

Problem-Solving Skills

Tools

Microsoft Office

Job description

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AboutCasey House

Casey House is unlike any other hospital. We are a specialty hospital providing ground-breaking holistic care for people living with and at risk of HIV. We offer a growing mix of inpatient, outpatient, and community-based services that meet clients where they are in their individual journeys to health and wellness. Our safe, welcoming, and judgement-free environment promotes a sense of belonging and community, where the humanity of each client is at the heart of everything we do.

To support us in this work, we are committed to building a team that reflects the diversity of the community in which we live and serve, including 2SLGBTQ+, Indigenous, Black, andother racialized communities,as well as those living with HIV.Every Casey House staff member, peer, and volunteer acts and delivers care to clients in accordance with our purpose, values, and philosophy of care. If you share our values, we would love to have you in our team!

For more information about Casey House, please visit our website .

Aboutthe Opportunity

We currently have an opportunity for a Front Desk Services Manager to join our Operations team on a permanent, full -time basis.

Hours of Work : 37.5 hours per week, Monday to Friday with after hours / evening work as scheduled. This is a fully on-site. Candidates must be available to work in person at Casey House during all scheduled work hours.

Reports to : Director, Operations

Salary range : $75000 - $85000 annum

Reporting to the Director, Operations, the Front Desk Services Manager leads the Client Support Assistant (CSA) team and contracted security personnel in delivering welcoming, low-barrier access to Casey House programs and services. This role ensures that all individuals entering Casey House are met with dignity, safety, and support, ensuring service-delivery is informed by harm reduction and trauma-informed care principles. The Front Desk Services Manager facilitates client and staff navigation of internal and external supports, coordinates front-facing crisis response and fosters a safe and inclusive environment within the hospital’s lobby and vestibule. The Manager plays a critical leadership role in ensuring that front desk operations reflect Casey House’ values while also overseeing the day-to-day logistics, security coordination, and distribution of essential client resources.

More specifically, your responsibilities in this role will entail, but are not restricted to :

• Foster a welcoming, low-barrier environment at the welcome desk that centers around dignity, cultural safety, and inclusion.
• Lead the front desk team to build supportive relationships with clients and community members, provide system navigation to connect individuals to service within Casey House, and provide recommendations / directions to other services available within the broader community
• Coordinate the flow of people through the reception area, particularly during high traffic periods of the day (i.e. lunch service)
• Coordinate de-escalation and crisis support to individuals in crisis on Casey House property, liaising with clinical teams and emergency services as required
• Collaborate with the clinical team to support and promote group programs, and administer logistics related to client care.
• Oversee the effective purchasing, assembly (if required) and distribution of comfort fund items (i.e. snack kits, meals, personal hygiene items, clothing, etc.) and other client support resources.
• In collaboration with the Outpatient Services team, support the timely production, distribution, and tracking of harm reduction kits and supplies.

Operations, coordination, and leadership

• Ensure efficient, safe and effective operations of the front desk team.
• Supervise, mentor, and support the Client Support Assistant (CSA) team, providing meaningful and effective feedback to support staff performance.
• Act as an on-the-ground support for staff and as an escalation point to address concerns involving their team members.
• Practice adaptive and flexible problem solving to emerging challenges or barriers within the reception area.
• Serve as the main point of contact for contracted security staff, ensuring their adherence to our policies, procedures, and expectations as required.
• Manage the staffing and scheduling of the front desk.
• Produce and maintain written training and support materials to ensure consistent delivery of front desk services.
• Provide coverage for Client Support Assistants at the front desk as scheduling requires.
• Identify and implement system improvements to the front desk operations and services, including leading quality initiatives, and providing feedback to leadership based on frontline assessments of client and community needs.
• Manage building security systems including closed-circuit cameras and security card creation and distribution.
• Track and report on budget allocations and supply levels to support operational planning.

Qualifications :

• 3 to 5 years’ experience and comfort in working with vulnerable communities such as :

People living with HIV

• People who are experiencing negative impacts of substance use
• People who are homeless or who don’t have stable housing
• People with mental health concerns
• People who have been incarcerated
• Black, Indigenous, and racialized populations, including new immigrants.
• At least 3 years of experience in a people leadership or supervisory role. Experience working in a healthcare, community-health, or harm reduction settings is an asset.
• Demonstrated experience in crisis intervention, systems navigation, mental health and substance use work in a community-based setting.
• Knowledge of mental health issues, harm reduction and the impacts of experiences such as colonization, violence and trauma on individuals and communities.
• Knowledge of health and social service providers in downtown Toronto.
• Understanding of and commitment to working from a harm reduction perspective.
• Knowledge of concepts and practices related to anti-oppression, anti-racism, and cultural safety
• Excellent interpersonal, communication, and organizational skills.
• Proven analytical and problem-solving skills.
• Experience with contract / vendor management.
• Proficient in Microsoft Office applications (Word, Excel, Outlook and MS Teams).

About the Benefits :

• Participation in Healthcare of Ontario Pension Plan (HOOPP)
• Competitive personal entitlement plan
• Comprehensive benefits provided by Manulife, including extended health, dental, life insurance, and LTD coverage
• 24 / 7 access to Employee and Family Assistance Plan
• Free on-site indoor parking (based on daily availability)
• Indoor-secured bicycle parking

Most importantly, you will join us with an open mind, and a compassionate and empathetic desire to make a positive difference in your community.

Casey House is committed to providing accommodation in all parts of the hiring process. If you require an accommodation, please notify us and we will work with you to meet your needs.

Please be aware that Casey House has adopted a mandatory COVID-19 vaccination policy, which requires all staff to be fully vaccinated, or for those not able to receive the COVID-19 vaccine, provide medical documentation and undertake point of care antigen testing no later than 48 hours prior to the start of each shift

This posting will close at 11 : 59 PM on Thursday, June 26.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Other

Hospitals and Health Care

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