SHELTER SERVICE SYSTEM DUTY OFFICER

City of Toronto; Toronto; On-site; CAD 103,000 - 142,000; Full time

Job summary

An established industry player is seeking a dedicated professional to enhance leadership skills while supporting the shelter service system for individuals experiencing homelessness. This role offers the opportunity to address operational issues, ensure compliance with service guidelines, and collaborate with various stakeholders. Ideal candidates will possess extensive experience in social services and demonstrate a commitment to equity and inclusion. Join a team focused on making a difference in the community, working in a dynamic environment that values adaptability and effective communication.

Qualifications

• Experience mentoring and supervising teams in social services.
• Understanding of housing and homelessness systems in Toronto.

Responsibilities

• Provide real-time support to the shelter service system.
• Liaise with City Divisions to ensure coordinated service delivery.

Skills

Leadership Skills

Community Engagement

Issues Management

Stakeholder Management

Social Services Experience

Education

Post-secondary education in social services

Job description

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• Job Category: Community & Social Services
• Division & Section: Toronto Shelter & Support Services, Outreach and Access
• Job Type & Duration: Full-Time, Temporary 12 Months
• Salary: $103,431 to$141,247 (Wage Grade 7, TM2616)
• Shift Information: Rotating Shifts, Evenings and Weekends, 40 hours per week
• Affiliation: Non-Union
• Number of Positions Open: 1
• Posting Period:05-05-2025 to 20-05-2025

Join Us! We will be having a virtual information session. You will have the opportunity to ask questions related to the postion, working for the Toronto Shelter and Support Services Division as well as the City's recruitment process.

This position is a unique opportunity to apply and enhance your leadership skills while working as part of a specialized team in support of the system supporting Torontonians experiencing homelessness You will be focussed on providing real-time support and guidance to the shelter service system, addressing and ensuring timely responses to resolve ongoing and emerging operational issues that could impact service delivery.

Reporting to the Manager, System Oversight (Outreach and Access) , you will contribute to client service delivery through real-time monitoring of system performance, issues management, mitigating risks and barriers to service, and supporting the management system capacity to accommodate client needs. This will include monitoring and reviewing all delayed responses to service delivery and ensuring that all sites are in compliance with service guidelines and relevant legislation (e.g. Toronto Shelter Standards, Toronto Respite Standards, Occupational Health and Safety, and Workplace Violence).

As a key member of our System Oversight, Duty Office team, you will liaise with other relevant City Divisions, providers and agencies to ensure effective and coordinated service delivery for individuals experiencing homelessness. You will use effective issues management strategies, policies, and procedures, and provide direction and coaching to staff on appropriate responses and process. You will ensure effective, coordinated service delivery at a system level by working with individual shelters to resolve any real-time issues affecting service delivery. Collaboration will be key in this role, as you will also contribute to the continuous improvement of divisional performance, assist in the resolution of program compliance matters – ranging from minor non-compliance to complex community issues. This work will require coordination, planning, and key stakeholder involvement to resolve any and all issues that could lead to bed closures or larger service disruptions (e.g. floods, fire, evacuation, power loss, no water, etc.).

Success in this role involves a demonstrated understanding of the housing and homelessness system and resources that exist in Toronto.

You will participate in risk management processes to identify systems hazards and mitigate risks and assist with the development and implementation of Divisional strategies to meet the changing needs of the City, the public and, in particular, those people experiencing homelessness. You will also assist in the review of existing programs and services, and the design and implementation of new programs.

Toronto Shelter and Support Services is committed to working with Indigenous partners and communities towards reconciliation, supporting Black staff and clients to confront anti-Black racism, and working within the principles of Equity, Diversity, and Inclusion to support all communities of inclusion within Toronto.

A savvy communicator, you will develop after action and incident summary reports for senior management and other sections within the Division. You are a proven leader, familiar with shelter operations and street outreach services.

Adaptable and comfortable operating in a fast-paced, high-profile environment with competing priorities, tight timelines and constantly changing demands, you’re prepared to work non-traditional hours, including working rotating shifts in a 24 hour a day operation including days, evenings, overnights, weekends and holidays.

Key Qualifications for this position are as follows:

• Post-secondary education in a social services discipline or an equivalent combination of education and experience.
• Extensive Experience working with the service needs of individuals experiencing homelessness.
• Extensive experience mentoring, coaching and supervising individuals and teams in a social services and human services environment.
• Extensive Experience managing service-related issues and mediating resolutions to ensure effective program access and delivery.
• Extensive Experience in facilitating community engagement supported by successful stakeholder management.
• Extensive Experience in reviewing service delivery by either conducting business process reviews and/or operational service reviews and making appropriate recommendations for improvements.

Please note:

• Selected candidates will work non-traditional hours, as required, including working rotating shifts in a 24 hour a day operation including days, evenings, overnights, weekends and holidays.
• A Police Reference Check may be required as a condition of employment. For more information on Hostels Services, please visit our website at http://www.toronto.ca/housing.
• A Police Reference Check program brochure is available at http://www.toronto.ca/housing/employment.htm.

Note To Current City of Toronto Employees

City of Toronto employees are eligible to apply for the posted job opportunity, but cannot hold two different jobs. To be considered for this job posting, you must indicate that you are a "Current City of Toronto employee" on the on-line application form, and provide your "Employee Number".

Equity, Diversity and Inclusion
The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity .