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Manager of Client Services (MCS-25)

Mission Statement: Homes First Society develops and provides affordable, stable housing and support services to break the cycle of homelessness for people with the fewest housing options.

Position type: Full-time, Permanent

Hours of Work: Monday – Friday, 9am – 5pm with flexibility

Starting Date: ASAP

Salary: To be discussed

This position manages day-to-day operations within Housing First case management programs. Maintains community partnerships and oversees client services to ensure high quality supports and programming. In addition, this role will adhere to the mission statement, policies, and procedures at Homes First Society.

• Ensures supervisory team performance by conducting performance reviews; providing support to supervisory team in performing tasks and duties; ensuring related staff training is completed; prioritizing and assigning responsibilities and duties to team members; and communicating job expectations.
• Creates and maintains positive relationships with relevant community, health, and government partners, including scheduling and attending meetings; providing support with partnership development, training, and support; attending stakeholders/city-wide development meetings.
• Represents Homes First at future workshops, groups, etc.
• Provides an overview of areas for improvement and creates solutions to ongoing challenges through evidence-based practices to Assistant Director of Client Services and Director of Client Services.
• Monitors and adheres to legislative requirements, Toronto Shelter Standards, Collective Agreement and Homes First policies and procedures.
• Supports with data collection, evaluation, and development.
• Prepares and submits reports by required dates.
• Maintains inventory and orders supplies for the program as needed.
• Maintains both external and internal confidentiality.
• Conducts regular team meetings and subsequently provides supports related to decision making/planning.
• Supports supervisors with the supervision of a unionized workforce and ensures that all staff work within the context of the Collective Agreement.
• Orients team members as needed.
• May be required to work outside of regular hours.
• Other duties as assigned.

• A degree in a relevant discipline equivalent to an undergraduate degree or equivalent combination of education and experience in the field of social work/social services.
• At least four years’ experience working in community-based settings with homeless and marginalized individuals, including people who use illicit drugs.
• At least two years’ experience in a leadership role in a unionized environment.
• Strong communication skills with the ability to problem solve and provide support, including the ability to develop systemic solutions to how new and existing work is completed.
• Familiarity with facilitating trainings/groups.
• Knowledge of the Ontario Employment Standards Act.
• Ability to work collaboratively within a team to integrate work with other teams.
• Extensive knowledge of the issues and best practice approaches working with 2SLGBTQ communities through an anti-racist intersectional framework.
• Demonstrated ability to work with 2SLGBTQ communities including demonstrated experience integrating anti-racism, anti-oppression and intersectional values and principles into daily practice.
• Ability to be self-directed, work independently and manage a varied workload.
• Demonstrated interpersonal, decision making, conflict management, critical thinking, and organizational skills.
• Highly developed understanding of and ability to communicate appropriate professional boundaries.
• Extensive experience with conflict resolution and well-developed de-escalation skills.
• Commitment to social justice principles and an understanding of the intersection of gender, race, sexuality, and class.
• Demonstrated experience with overdose prevention and response; as well as knowledge of applicable legislation and government policies as related to overdose and harm reduction services.
• Certificate of Completion of Homelessness Learning Hub’s Harm Reduction for the Homelessness Sector considered an asset.
• Ability to develop and execute plans to achieve functional goals.
• Excellent written communication skills.
• Computer literacy, including the ability to access and use a variety of information system tools.

Homes First 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 and we will work with you to meet your needs.

Please note, all candidates offered a position with Homes First from September 8, 2021 onward must be fully vaccinated and provide proof of their vaccination status as a condition of employment. Please note Homes First will comply with its human rights obligations and accommodate employees who are legally entitled to accommodation.