SHIFT LEADER

City of Toronto; Toronto; On-site; CAD 87,000 - 117,000; Part time

Job summary

The City of Toronto is seeking a Part-Time Shift Leader to oversee shelter operations within the Toronto Shelter and Support Services Division. This role involves significant responsibility in managing operations, supervising staff, and ensuring high quality service delivery while supporting the well-being of team members. Candidates should have relevant education and experience in social services.

Qualifications

• Experience in supervising and coaching staff in social services.
• Ability to work rotating shifts including weekends.
• Understanding of harm reduction and trauma-informed care.

Responsibilities

• Supervise staff and ensure high standards of service delivery.
• Manage day-to-day operations in a 24/7 shelter environment.
• Facilitate Housing First case management services.

Skills

Leadership

Communication

Customer Service

Education

Post-secondary education in Social Services

Job description

• Job ID: 57867
• Job Category:Community & Social Services
• Division & Section: Toronto Shelter & Support Services, Homelessness Init & Prevention Svcs
• Work Location:Various Locations (On Site). Please see below.
• Job Type & Duration:Part-Time, Ongoing
• Salary: $87,800 - $116,745
• Shift Information:Roating Shifts (Days, Afternoons, Overnights). Monday to Sunday.
• Affiliation: Non-Union
• Number of Positions Open: 6+
• Posting Period: 26-JUNE-2025 to 11-JULY-2025

Join Us!

If you are interested in learning more about the Part-Time Shift Leader role, you can participate in a virtual TEAMS information session on July 3rd, 2025 at 10:00am to 11:00am OR 5:00pm to 6:00pm. You will have the opportunity to ask questions related to the position, working for the City of Toronto's Toronto Shelter and Support Services Division, as well as the City's application process.

Please register to participate in one information session using the following link:
July 3rd at 10:00am to 11:00am
https://events.teams.microsoft.com/event/24d53906-9a3d-4186-b45c-936edb2d892e@f0bc8ec6-9ed8-4d0c-9189-411ad949cc65

July 3rd at 5:00pm to 6:00pm
https://events.teams.microsoft.com/event/7bdca1d6-a1e7-452c-874d-487d8e1f7b3a@f0bc8ec6-9ed8-4d0c-9189-411ad949cc65

Here's a chance to make a difference in the lives of people experiencing homelessness! Working within the City of Toronto's Shelter and Support Services Division, you'll lead a dedicated team delivering shelter services while promoting stable housing solutions.

Reporting to the Program Supervisor and/or designate, and working as part of a collaborative management team, you will supervise all shift operations involved in providing services throughout a 24/7 operation, to meet client needs in a client-focused, holistic manner in accordance with divisional policies and procedures and applicable legislation. For more information about the City of Toronto's Programs and Services, please visit our website at: https://www.toronto.ca/communitypeople/community-partners/emergency-shelter-operators/about-torontos-shelter-system/see-ourshelters/

As a Shift Leader, you'll provide day-to-day supervision to assigned staff, ensuring effective teamwork, high standards of work quality and organizational performance, customer service excellence, and continuous learning, while encouraging innovation, evaluating
performance, and leading staff development through encouragement, motivation, and training.

Supporting the wellbeing of your staff and team will be an integral part of this role, including creating a culture of psychological safety and maintaining a supportive work environment. Your ability to coach, mentor, and connect with staff and model behaviours that encourage work-life balance, respecting boundaries, and fosters an environment where your staff feel valued and supported, will contribute greatly to ensuring positive workplace mental health. You will also play a role in supporting staff after serious occurrences, raising awareness about available wellbeing resources, and engaging in workplace wellness initiatives. You may also have to manage labour relations, such as hearing and responding to staff grievances and conducting performance management with staff when needed.

Working collaboratively with other supervisory staff, you'll facilitate coordinated Housing First case management services for individuals and families to assist them in achieving housing stability in the community, ensuring clients receive appropriate counselling, support, or referrals, and mediating on their behalf with other service providers. We will also count on you to gather and maintain statistical data and other information on programs for reports, forecast needs and monitor policy and program activities, recommend options, and implement changes to improve operational performance and service delivery.

Your ability to manage administrative duties associated with shelter or institutional operations will prove invaluable as you administer various client funds, TTC tokens, taxis, and voucher issuance, and ensure that appropriate controls and records are kept. This also includes monitoring program operations and providing leadership in service planning and program policy development that incorporates identified needs, with input from clients and community agencies.

Skilled in customer service, communication, and presentations, you can work effectively with clients, service providers, the general public and/or staff to address service inquiries, requests and/or complaints, apply verbal de-escalation and crisis prevention techniques in defusing potentially volatile situations, and compile, analyze and disseminate data and apply it to shelter practices and operations.

Key Qualifications:

Post-secondary education in Social Services or other relevant discipline related to the job function, or the equivalent combination of education and experience.

Considerable experience in assisting vulnerable persons who are experiencing psycho/social/physical, emotional and/or environmental problems in a social service setting or human services environment.

Considerable experience supervising, coaching, and supporting staff in a social services or human services environment.

Ability to work rotating shifts, including days, evenings, overnights, weekends and holidays on a pre-scheduled and call-in basis.

Understanding of and commitment to working from a harm reduction, anti-oppression, and trauma-informed care approach.

Ability to manage administrative duties associated with shelter or institutional operations, ensuring compliance with divisional and legislative guidelines and policies through continuous monitoring and evaluation.

Knowledge of current issues related to homelessness, including working with street involved individuals, Housing First, harm reduction, addiction, social work, social housing, alternative and supportive housing, income security, mental health, emergency shelter, community support/health agencies, etc.

Knowledge of working with Indigenous populations and/or lived experience as an Indigenous person.

Given the possibly traumatic nature of events encountered in the course of duties, must exhibit a personal history of resilience, and demonstrate a commitment to wellness, both for self and staff.

Familiarity with government legislation in the areas of Occupational Health and Safety, Human Rights, and other relevant legislation.

Familiarity working in contact call centre considered an asset

Familiarity working with unhoused populations considered an asset

SHIFT INFORMATION:
For all programs in the Toronto Shelter and Support Services Division, which operate 24 hours a day / seven days a week, part-time employees are expected to be available to work all shifts (days, afternoons & overnight shifts) four (4) separate days a week, of which two (2) days must include Saturdays & Sundays. Hours of work will be determined based on operational needs.

PLEASE NOTE:
Work schedules are posted six (6) weeks in advance and part-time Shift Leaders work on average between 20 - 40 hours per week.As full-time opportunities arise, our part-time workforce receives consideration prior to external candidates.

A Vulnerable Sector Police Reference Check will be required as a condition of employment.

Work Location/Divisional Portfolio Information:

• Family Residence - 4222 Kingston Road
• Robertson House - 291 Sherbourne Street & Satellite Locations
• Seaton House - 339 George Street & Satellite Locations
• Streets to Homes - 129 Peter Street
• Women's Residence - 674 Dundas Street West & Satellite Locations
• Isolation & Recovery Program, 2180 Islington Avenue & Satellite Locations
• Progress portfolio - 705 Progress Avenue & Satellite Locations
• Birkdale Portfolio, 1229 Ellesmere Rd & Satellite Locations
• Scarborough Women's Shelter -21 Milner Business Court
• Toronto Plaza Portfolio, 1677 Wilson Ave. & Satellite Locations
• Other sites as necessary

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.

Accommodation

The City of Toronto 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 when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.