Welcome Team Manager

Matthew House Toronto; Toronto; On-site; CAD 58,000 - 65,000; Full time

Benefits offered by this job

Benefits package

Sick time

Job summary

Matthew House Toronto is seeking a Welcome Team Manager to lead our small welcome team and ensure high-quality reception services for newly arrived refugee claimants. This full-time, on-site role reports to the Executive Director and requires compassionate, data-driven leadership.

You will oversee intake, coordinate with partners, manage records, and develop programs to support residents' transition. A degree in social work or related field and trauma-informed practice are essential, with a

Qualifications

• University degree or college diploma in social work, occupational therapy or another related field
• A clear Vulnerable Persons' Screening background check
• Trauma-informed, anti-oppressive, collaborative leadership approach
• Experience in management in the not-for-profit sector serving vulnerable populations
• Experience with program development, implementation and evaluation
• Excellent cross-cultural and interpersonal communication skills
• Highly motivated and creative problem solver
• Strong analytical and process skills
• Commitment to Matthew House vision, mission and values

Responsibilities

• Provide leadership and management support to a small welcome team of staff, students and volunteers; setting clear vision and priorities for the team, providing regular check-in support and leading performance management
• Lead regular team meetings, delegate case management and ensure adherence to best practices
• Oversee intake and discharge procedures for new and exiting residents
• Develop and maintain effective ways to communicate with former residents, including leading administration and evaluation of the exit interview processes
• Maintain resident databases, ensure excellent documentation standards and track performance outcomes for residents
• Lead compliance and reporting for City of Toronto and other funders related to residents
• Establish and maintain an effective, responsive complaints and incident reporting process for residents
• Develop and revise policies related to the welcome team and support for residents
• Innovate and lead (with support) programming for residents based on needs assessment, including orientation to Canada sessions
• Establish and nurture partnerships and relationships with other service providers in the community to offer effective supports to residents (such as health and wellness, ESL, legal support, etc.)
• When needed for coverage, support welcome team with providing case management, goal-setting and system navigation support to residents (newly arrived refugee claimants/asylum seekers)
• Support with conflict resolution and crisis support when this arisesParticipate in mandatory trainings and ongoing professional development
• Adhere to all policies, procedures, and best practices, including health and safety and incident reporting.
• Assist with other administrative duties as needed and support Matthew House events.

Job description

Matthew House Toronto

Job Post

Position Title: Welcome Team Manager

Job Type: Full-time, Permanent

Location: Toronto - On-site with local community travel

Salary Range: $58,000 - $65,000 per year (commensurate with education and experience) with a benefits package and sick time.

Reports To: Executive Director

Application deadline: September 30, 2026

Matthew House Toronto welcomes newly arrived refugee claimants (asylum seekers) to Toronto/Canada. With a community of seven homes in Toronto, Matthew House was established in response to the enormous need for decent and appropriate shelter for refugee claimants. Since opening in 1998, we have assisted approximately 2,000 refugee claimants from over 100 countries. We welcome refugees regardless of their race, religion, sexual orientation, or political opinion.

We are a Christian-based non-profit focusing on reception services and transitional housing for vulnerable refugees and welcome all faiths and traditions to our community. To learn more, www.matthewhouse.ca. We operate from an anti-oppressive framework to ensure all newly arrived refugees can rebuild their lives with dignity.

We are seeking a caring, organized, data-driven, experienced welcome team manager to lead our welcome team and make a significant difference in new refugees' lives.

Qualifications we look for:

• University degree or college diploma in social work, occupational therapy or another related field
• A clear Vulnerable Persons' Screening background check
• Trauma-informed, anti-oppressive, collaborative leadership approach
• Experience in management in the not-for-profit sector serving vulnerable populations
• Experience with program development, implementation and evaluation
• Excellent cross-cultural and interpersonal communication skills
• Highly motivated and creative problem solver
• Strong analytical and process skills
• Commitment to Matthew House vision, mission and values

Other Assets:

• Fluency in a second language is a significant asset.
• A passionate learner and advocate.
• Knowledge of community resources and supports available for refugees
• Valid Driver's License.
• Valid First Aid and CPR training

Key responsibilities:

• Provide leadership and management support to a small welcome team of staff, students and volunteers; setting clear vision and priorities for the team, providing regular check-in support and leading performance management
• Lead regular team meetings, delegate case management and ensure adherence to best practices
• Oversee intake and discharge procedures for new and exiting residents
• Develop and maintain effective ways to communicate with former residents, including leading administration and evaluation of the exit interview processes
• Maintain resident databases, ensure excellent documentation standards and track performance outcomes for residents
• Lead compliance and reporting for City of Toronto and other funders related to residents
• Establish and maintain an effective, responsive complaints and incident reporting process for residents
• Develop and revise policies related to the welcome team and support for residents
• Innovate and lead (with support) programming for residents based on needs assessment, including orientation to Canada sessions
• Establish and nurture partnerships and relationships with other service providers in the community to offer effective supports to residents (such as health and wellness, ESL, legal support, etc.)
• When needed for coverage, support welcome team with providing case management, goal-setting and system navigation support to residents (newly arrived refugee claimants/asylum seekers)
• Support with conflict resolution and crisis support when this arisesParticipate in mandatory trainings and ongoing professional development
• Adhere to all policies, procedures, and best practices, including health and safety and incident reporting.
• Assist with other administrative duties as needed and support Matthew House events.

Matthew House Refugee Services Toronto welcomes applicants from diverse communities who are committed to representing newcomers and refugees in our staffing model.