Residential Support Worker (Relief)

John Howard Society of Toronto; Toronto; On-site; CAD 41,000 - 51,000; Full time

Job summary

The John Howard Society of Toronto seeks a Residential Support Worker (Relief) to supervise residents, provide crisis intervention, and support reintegration for federally supervised individuals in the Crossroads Program and Donald G. Evans Residence.

The role emphasizes safety, accountability, and collaboration with CSC, Parole Officers, and community partners. You will work shifts including days, afternoons, overnights, weekends, and holidays within 24‑hour facilities.

Qualifications

• Degree or diploma in Social Services, Social Work, Criminology, Psychology, or a related field, or an equivalent combination of education and relevant experience.
• At least two years of experience supporting individuals with mental health or substance-use challenges.
• Knowledge of community resources, social-service systems, and referral processes.
• Experience in residential, community-supervision, or justice-related settings is preferred.

Responsibilities

• Provide continuous supervision of residents in a structured, safe environment.
• Support reintegration by promoting accountability, healthy routines, and community engagement.
• Document resident progress and coordinate with Case Managers, Parole Officers, and CSC staff.
• Maintain safety, security, and daily operations of the residence.
• Respond to emergencies with de-escalation and professional judgment.
• Ensure accurate records and compliance with policies and regulations.

Skills

Communication skills

Documentation

Crisis intervention

De-escalation

Teamwork

Professional boundaries

Education

Degree or diploma in Social Services/ Social Work/ Criminology/ Psychology

Job description

POSITION INFORMATION

Job Title: Residential Support Worker (Relief)

Department: Community Residential Facilities (CRF)

Reports To: Team Leader, Residential Services, or designate

Classification: A (Subject to the Collective Agreement)

Programs and Locations:

• Crossroads Program: 419 Jones Avenue, Toronto, Ontario
• Donald G. Evans Residence (DGER): 1669 Eglinton Avenue West, Toronto, Ontario

Wage: $22.66 per hour, in accordance with the applicable collective agreement. Hourly premiums are also provided in accordance with the collective agreement.

Security Clearance Requirement

The successful candidate must be eligible to obtain and maintain an Enhanced Reliability Status security clearance. The screening process requires verification of the candidate’s identity, employment, education, residence and other relevant history for at least the previous five years. Employment is conditional upon successfully obtaining and maintaining the required security clearance.

Hours of Work

This position operates within a 24-hour Community Residential Facility (CRF) environment. Relief employees are required to maintain flexibility and availability based on operational requirements. Relief staff may be scheduled to work:

• Day Shifts , Afternoon Shifts
• Overnight (Awake) Shifts
• Weekends
• Statutory Holidays
• Emergency call-in shifts & Short-notice replacement shifts Employees may be required to work at both Community Residential Facilities and may be assigned to either location based on operational requirements.

Collective Agreement

This position is governed by the Collective Agreement between the John Howard Society of Toronto and SEIU Healthcare.

POSITION SUMMARY

The Residential Support Worker provides residential supervision, client support, crisis intervention, case management assistance, and operational oversight within a federally funded Community Residential Facility operated by the John Howard Society of Toronto. The position supports federally sentenced individuals transitioning into the community under Correctional Service Canada supervision, including those on Day Parole, Full Parole, Statutory Release, Long-Term Supervision Orders, or other forms of community supervision. The role promotes public safety and successful reintegration by supporting residents with release-condition compliance, accountability, pro-social behaviour, risk reduction, and access to community resources. Staff must maintain a structured, safe, and professional environment while responding appropriately to complex mental health, substance use, trauma, behavioural, conflict, and emergency situations. Employees must exercise sound judgment, discretion, confidentiality, cultural competency, and professional boundaries while collaborating with CSC, Parole Officers, community agencies, emergency responders, and other stakeholders. They must comply with all organizational policies, contractual obligations, legal requirements, and ethical standards.

PROGRAM OVERVIEW

Community Residential Facilities The Crossroads Program and Donald G. Evans Residence are federally funded Community Residential Facilities (halfway houses) operating under contract with Correctional Service Canada. Both programs provide structured accommodation, supervision, programming, and reintegration support to federally sentenced individuals released into the community. The programs promote public safety, accountability, law-abiding behaviour, independent living skills, risk reduction, and successful completion of parole or community supervision. Residents must comply with their release conditions, house rules, case management plans, federal legislation, and CSC requirements. Residential Support Workers help maintain the safety, structure, accountability, and daily operation of the residences while providing guidance, support, and intervention consistent with evidence-based correctional practices.

3. KEY RESPONSIBILITIES

A. Resident Supervision & Support

The Residential Support Worker is responsible for providing continuous supervision and support to residents while maintaining a structured, safe, and accountable residential environment. Employees shall: Provide daily supervision of residents in accordance with organizational policies, Correctional Service Canada contractual requirements, and individualized case management plans. Maintain awareness of each resident's release conditions, supervision requirements, offence cycle, criminogenic needs, risk factors, behavioural expectations, and case management objectives. Monitor compliance with: o Parole Board of Canada conditions o House rules o Curfews o Sign-in/sign-out procedures o Temporary absences o Employment schedules o Programming attendance o Substance restrictions o Visitor procedures Verify resident whereabouts and ensure accountability throughout each shift. Monitor resident movement within and outside the residence. Observe behavioural changes and identify early indicators of deteriorating mental health, substance use, emotional distress, conflict, or escalating risk. Provide supportive interventions while maintaining professional boundaries. Encourage residents to demonstrate responsibility, accountability, and pro-social decision-making. Promote independent living skills through coaching, encouragement, and structured support. Maintain fairness, consistency, and objectivity when enforcing house rules and expectations. Build professional helping relationships while maintaining clear ethical and professional boundaries at all times.

B. Community Reintegration Support

Residential Support Workers assist residents with successfully transitioning from federal custody into the community. Employees shall: Promote accountability, positive behaviour, and successful community reintegration. Help residents establish healthy routines and achieve goals identified in their Correctional Plans. Encourage participation in employment, education, treatment, mental health and cultural programming, community services, and volunteer opportunities. Support the development of life skills, financial responsibility, time management, communication, problem-solving, and healthy coping strategies. Provide information and referrals to appropriate internal and community resources. Recognize individual strengths and barriers while promoting long‑term stability, independence, and self‑sufficiency.

C. Case Management Support

Residential Support Workers contribute to case management by documenting relevant observations and supporting interdisciplinary communication. Employees shall: Review resident files at the beginning of each shift. Remain familiar with residents’ case management plans, community strategies, special conditions, risk factors, behavioural concerns, medical alerts, mental health needs, and relevant institutional history. Observe and accurately document resident progress and behavioural changes. Report significant information to Case Managers, Team Leaders, and Parole Officers, as directed. Participate in multidisciplinary discussions when requested. Encourage attendance at required appointments and correctional programming. Assist with appointment and transportation coordination, where applicable.

D. House Operations & Residential Monitoring

Residential Support Workers maintain the safety, security, cleanliness, and overall operation of the residence throughout each shift. Employees shall: Complete scheduled house, curfew, wellness, resident‑count, room, building, perimeter, fire‑safety, kitchen, common‑area, office‑security, and equipment checks. Monitor cleanliness and ensure residents follow housekeeping expectations. Identify safety hazards and promptly report maintenance concerns. Secure confidential information and ensure all entrances and exits remain secure. Monitor visitors and remain aware of everyone present in the residence.

E. Safety, Security & Risk Management

Residential Support Workers promote public safety and the safe operation of the residence. Employees shall: Maintain situational awareness, identify emerging concerns, and assess changing risk factors throughout each shift. Exercise sound judgment when responding to aggression, conflict, substance use, intoxication, mental health deterioration, self‑harm concerns, security breaches, and resident absences. Conduct authorized room and house searches in accordance with organizational policies and procedures. Secure prohibited items and maintain chain‑of‑custody documentation, where applicable. Immediately report safety concerns and follow all applicable lone‑worker procedures. Protect the safety of residents, visitors, staff, and the public.

F. Crisis Intervention & Emergency Response

Residential Support Workers must respond calmly, promptly, and professionally to emergencies, including medical incidents, suspected overdoses, fires, behavioural or mental health crises, suicidal ideation, missing residents, violence, security breaches, property damage, criminal activity, natural disasters, and utility failures. Employees shall: Conduct immediate risk assessments and use approved verbal de‑escalation techniques as the primary intervention. Activate emergency procedures and contact emergency services and on‑call management as required. Coordinate the response until assistance arrives and provide emergency responders with relevant information. Maintain resident accountability during evacuations. Complete all required documentation before the end of the shift.

G. Documentation, Reporting & Record Keeping

Residential Support Workers must maintain accurate, timely, objective, and professional records that meet organizational, contractual, legal, evidentiary, and Protected B requirements. Documentation may be reviewed or relied upon by CSC, the Parole Board of Canada, law enforcement, legal counsel, auditors, and the courts. Employees shall: Complete all required documentation within established timelines and before the end of each shift, unless otherwise directed. Accurately record resident interactions, observations, interventions, behavioural changes, and significant events using factual, non‑judgmental language. Complete required logbook entries, case notes, shift summaries, incident or occurrence reports, database and medication records, emergency and search documentation, maintenance reports, and fire and safety inspection records. Follow approved documentation, correction, storage, and Protected B information‑handling procedures. Immediately report errors or omissions that could affect resident supervision or public safety. Ensure records are complete and capable of withstanding legal, contractual, audit, or investigative review.

H. Medication Support

Residential Support Workers provide medication support through prompting and observed self‑administration in accordance with organizational policies and applicable legislation. They do not diagnose conditions, prescribe medication, or modify treatment plans. Employees shall: Prompt and observe residents taking prescribed medications according to approved schedules. Maintain accurate medication records and immediately document and report refusals, missed doses, irregularities, or concerns. Secure medications in designated storage areas and protect the confidentiality of medical information. Follow applicable infection‑prevention and control procedures. Respond appropriately to suspected overdoses or adverse medical events, including administering naloxone when trained and authorized. Complete all required medication‑awareness and overdose‑response training.

I. Communication & Interagency Collaboration

Residential Support Workers must communicate respectfully, promptly, and professionally with residents, colleagues, supervisors, and external partners. Employees shall: Promptly report significant resident and operational concerns to management. Share relevant observations with Case Managers to support case planning and intervention. Liaise professionally with CSC, Parole Officers, institutional staff, healthcare and emergency services, police, and community‑based service providers. Participate in shift‑change communication to maintain continuity of care and operational awareness. Follow established escalation procedures and communicate professionally during crises. Represent the John Howard Society of Toronto professionally in all interactions.

J. Administrative & Operational Responsibilities

Residential Support Workers are responsible for supporting the efficient daily operation of the residence while ensuring organizational standards are consistently maintained. Employees shall: Complete routine administrative tasks assigned during each shift. Maintain accurate filing systems. Perform photocopying, scanning, and data entry. Monitor office supplies and notify management of shortages. Assist with inventory management. Maintain organized workspaces. Ensure confidential documents are properly secured. Support program audits and accreditation activities. Assist with implementation of new policies and operational procedures. Participate in quality improvement initiatives. Report facility maintenance concerns promptly. Maintain familiarity with agency forms, databases, policies, and electronic documentation systems. Perform additional operational duties assigned by management that are consistent with the position.

K. Professional Conduct, Ethics & Boundary Management

Residential Support Workers hold positions of trust and must consistently demonstrate professionalism, integrity, sound judgment, and ethical conduct. Employees shall: Maintain professional boundaries and avoid dual relationships, favouritism, or conduct that could compromise objectivity. Treat all residents and stakeholders with dignity, fairness, respect, and impartiality. Protect confidentiality and comply with organizational policies and applicable legislation. Demonstrate honesty, accountability, cultural awareness, and respect for diversity, equity, and inclusion. Maintain professional attire and appropriately use organizational equipment, technology, and communication systems. Avoid and immediately disclose any actual, perceived, or potential conflicts of interest. Conduct themselves in a manner that supports public confidence and upholds the reputation, mission, and values of the John Howard Society of Toronto, including outside the workplace where their conduct may reasonably affect the organization.

L. Organizational Compliance & Continuous Professional Development

Residential Support Workers must comply with all organizational, contractual, legislative, and professional requirements while participating in ongoing training and development.

Employees shall: Follow organizational policies, procedures, operational directives, and the Collective Agreement, where applicable. Maintain required certifications and participate in mandatory orientation, training, staff meetings, professional development, and safety activities. Apply Risk‑Need‑Responsivity principles, trauma‑informed practice, harm reduction, motivational interviewing, crisis intervention, de‑escalation, anti‑racism, anti‑oppression, cultural humility, and inclusive practices. Maintain knowledge of federal community corrections, Community Residential Facility standards, and relevant legislation. Participate in workplace inspections, safety committees, and quality‑improvement initiatives as requested. Contribute to a respectful, psychologically safe, and collaborative workplace. Perform other duties reasonably assigned within the scope of the position.

Qualifications

Degree or diploma in Social Services, Social Work, Criminology, Psychology, or a related field, or an equivalent combination of education and relevant experience. At least two years of experience supporting individuals with mental health or substanceuse challenges. Knowledge of community resources, social‑service systems, and referral processes. Experience in residential, community‑supervision, or justice‑related settings is preferred. Strong communication, documentation, report‑writing, teamwork, professional‑boundary, crisis‑intervention, and de‑escalation skills. Valid First Aid/CPR and crisis‑prevention or de‑escalation training, such as UMAB or CPI. A satisfactory criminal record and Vulnerable Sector Check are conditions of employment.

Core Competencies

Sound judgment and decision‑making under pressure. Strong interpersonal, conflict‑management, and boundary‑setting skills. Accurate observation and professional report writing. Cultural competency and trauma‑informed practice. Reliability, adaptability, and emotional resilience.

Working Conditions and Physical Demands

This position operates in a 24‑hour residential environment and requires rotating shifts. Employees may encounter emotional distress, substance use, behavioural concerns, emergencies, conflict, and traumatic disclosures. The role requires: Frequent walking, repeated use of approximately 18+ stairs, extended periods of standing, and occasional rapid movement during emergencies. Lifting or moving items weighing up to 50 pounds (22 kilograms), with occasional bending, reaching, kneeling, and crouching. Sustained observation, concentration, computer use, and timely decision‑making in a dynamic environment. Participation in mandatory safety, crisis‑intervention, fire‑safety, and emergency‑response training. Use of verbal de‑escalation, safe positioning, situational awareness, PPE, and established emergency procedures. Immediate reporting of hazards, incidents, and injuries. The position does not involve enforcement or physical restraint beyond trained and policy‑authorized safety interventions.

Psychological Health, Safety and Compliance

Employees must use available supervision, debriefing, and wellness supports and participate in critical‑incident reviews when required. They must contribute to a respectful and psychologically safe workplace while complying with all organizational policies, codes of conduct, privacy and confidentiality requirements, occupational health and safety legislation, human rights obligations, accommodation requirements, and professional boundary and ethical standards.

Security Screening Requirement

The successful candidate must be eligible to obtain and maintain an Enhanced Reliability Status security clearance, including authorization to access Protected B information, before commencing employment. The screening process requires a complete and verifiable five‑year history. Candidates must satisfy all residency, identity, documentation, and security‑screening requirements prescribed by the applicable federal authority. Any offer of employment will be conditional upon successful completion of the required screening.