RAP Operations Team Lead

Reception House; Southwestern Ontario; On-site; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Vacation policy

RRSP match

Flexible benefits

EAP

Staff appreciation events

Wellness initiatives

Professional development opportunities

Job summary

Reception House in Waterloo Region seeks a RAP Operations Team Lead to oversee temporary accommodation operations, supervise frontline RAP workers, and coordinate client services under the Resettlement program. The role reports to the Senior Manager, Resettlement and Integration and sits on the Leadership Team.

You will lead scheduling, staff assignments, data management, and collaboration with partners while ensuring high‑quality client service and program compliance in a dynamic settlement

Qualifications

• Post-secondary degree or diploma in settlement work or related field.
• Minimum of 5 years’ work experience in refugee resettlement or related human services.
• 2+ years' experience leading others.
• Strong knowledge of RAP processes and program requirements.
• Experience in planning schedules and meetings.
• Ability to coordinate multiple teams and tasks.
• Excellent written and verbal communication and documentation skills.
• Ability to maintain client confidentiality.
• Ability to organize, train and delegate tasks.
• Ability to work with diverse stakeholders.

Responsibilities

• Act as on-site supervisor for frontline RAP Workers at the temporary accommodation.
• Coordinate staff caseloads and oversee service delivery.
• Provide guidance on schedules, time off, and professional development.
• Monitor adherence to procedures and policies.
• Participate in recruitment, onboarding and training of new staff.
• Support reporting, evaluation, and program planning for the TA.
• Oversee databases and ensure data integrity for reporting.
• Coordinate information sharing, meetings, and collaboration.
• Manage on-site external service providers and resources.
• Provide coverage for day-to-day TA operations as needed.

Skills

Leadership

Communication

Project management

MS 365

iCARE

Team coordination

Confidentiality

Organizational skills

Scheduling

Education

Post-secondary degree in settlement work

Tools

iCARE

Microsoft 365

Job description

Job Information:

Job title: RAP Operations Team Lead

Department: Programs, Resettlement

Reports to: Senior Manager, Resettlement and Integration

Job type: Full time permanent

Hours per week: 37.5 hours/week, Monday – Friday 9am-4:30pm, less a daily unpaid ½ hour break

Location:

• Temporary Accommodation
• Kitchener office as needed
• Waterloo office as needed

Police background check required: Vulnerable

Language requirements:

Fluency in English. Knowledge of additional language an asset (such as Arabic, Somali, Dari/Pashto, Tigrinya, French and Rohingya).

Number of vacancies: 1

The role is for an existing vacancy.

About Reception House

Reception House is a non-profit, community-based organization that delivers quality settlement, integration and support services to refugees and newcomers in Waterloo Region. Since 1987, Reception House has helped thousands of refugees rebuild their lives in Canada through specialized programs and services designed to help them become established in their new communities.

We currently have an exciting opportunity for a full-time permanent RAP Operations Team Lead on our Resettlement team. The RAP Operations Team Lead supports the overall operation and ongoing coordination of clients at the temporary accommodation (TA). This role supports the Senior Manager, Resettlement and Integration and ensures dedicated oversight at the TA. The Team Lead will provide day-to-day on‑site leadership to RAP Workers, ensuring high-quality client service delivery at the temporary accommodation. The Operations Team Lead is responsible for scheduling and managing the frontline RAP Workers, assigning client caseloads, maintaining databases and coordinating with IRCC. The role is a member of the RH Leadership Team (LT).

What you’ll do:

• Act as on-site supervisor for designated frontline RAP Workers at the temporary accommodation.
• Coordinate frontline RAP staff caseloads by assigning new arrivals to members of the team, oversee and ensure completion of scheduled service delivery for direct reports.
• Provide guidance and support to direct reports, including managing schedules, time off, and suggesting professional development opportunities.
• Monitor RAP staff to ensure program procedures and organizational policies are adhered to.
• Participate in the recruitment, onboarding, and training of new team members.
• Provide support to the Senior Manager, Resettlement and Integration in preparing and compiling reports, program evaluation, outcome tracking and overall planning, and implementation related to the Temporary Accommodation.
• Oversee RAP databases and internal reporting systems, including the maintenance of e-filing systems and related program databases to ensure data integrity to support reporting and evaluation.
• Provide organizational team support by coordinating and scheduling teams for information sharing, meetings, collaboration, and other opportunities related to service delivery.
• Coordinate and schedule planned client activities at the TA and assign staff and other resources as needed.
• Provide coverage as needed to support day-to-day operations at the TA, including food service support, client engagement, and enforcement of accommodation rules.
• Monitor client safety and wellbeing and provide reminders or interventions as required.
• Be available to respond to emergencies or escalating situations, following organizational policies and protocols.
• Liaise and oversee external service providers operating on-site (e.g., Service Canada, fire services, waste management) as needed.
• Oversee and manage the ongoing maintenance of program materials and resources (orientation, manuals, spreadsheets, etc.).
• Other applicable duties as assigned.

What you’ll need:

• Post-secondary degree or diploma in settlement work, social work, or other social sciences fields or equivalent work experience in settlement, social services or international human service fields required.
• Minimum of 5 years’ work experience in refugee resettlement, settlement services, case management or a related human services field working with refugee or immigrant populations.
• 2+ years' experience leading others either formally or informally.
• Strong understanding of the Resettlement Assistance Program, including refugee resettlement processes, service delivery standards and program requirements.
• Experience in planning and prioritizing schedules, meetings, etc.
• Demonstratedexperience in project management,community engagementandcapacity buildingispreferred.
• Ability to work with and coordinate various teams in order to complete a common goal.
• Advanced knowledge and proficiency in Microsoft 365 (e.g., Word, Teams, SharePoint, Outlook) and client information systems (e.g., iCARE).
• Demonstrated capacity-building approach to community engagement and partnerships.
• Demonstrated understanding of challenges faced by refugees and the agencies that serve them.
• Demonstrated ability to maintain client confidentiality when working with sensitive documents.
• Ability to organize, train and delegate work tasks, evaluateand coachsomeone else’s performance.
• Strong written and verbal communication and documentation skills.
• Ability to work with a high degree of tact and confidentiality.
• Excellent interpersonal and relationship management skills, the ability to work with all levels of staff, and various external stakeholders.
• Ability to manage issues, schedules, and multiple tasks with demonstrated analytical, problem-solving skills and decision-making ability.
• High level of attention to detail and a strong capacity for multitasking and prioritizing.
• Detail oriented with excellent organization and time management skills.

Working conditions:

• Work is performed in hotel facilities, with dedicated office space.
• Heightened risk of exposure to communicable diseases, vicarioustraumaand high-stress environment.
• Must be physically able to move freely throughout buildings and travel within community with reasonable accommodations asrequired.
• Light physical activity, including standing and walking.
• Periods of moderate to heavy concentration and alertness.
• Manual dexterityrequiredto use desktop, laptopcomputersand peripherals.
• Sometravel between RH worksites when needed.
• May be required to work occasional, flexible hours (weekends and evenings) to ensure service delivery.

Benefits:

At Reception House, we truly value our employees and the incredible work that they do. Some benefits we provide include;

• Generous vacation policy
• RRSP match program
• Flexible benefits program
• Employee Assistance Program (EAP)
• Staff appreciation events
• Wellness initiatives
• Professional development opportunities

Reception House Waterloo Region welcomes and encourages applications from people with disabilities, visible minorities, Indigenous peoples, and individuals from all equity-seeking groups. We will accommodate candidates partaking in the recruitment process upon request. If you require a disability-related accommodation during this process, please contact us at [e-mail].

We are committed to providing clear and equitable compensation information. The compensation posted reflects the expected pay for this role at the time of posting and may be adjusted based on experience, internal equity, and market conditions.