Shift Leader, Shelter, Support & Housing Admin (City of Toronto)

Job Classification Title: SHIFT LEADER
Requisition #: 2317566 X
Division: Shelter, Support & Housing Admin
Section: Homelessness Initiatives and Prevention Services
Work Location: VARIOUS - SEE BELOW
Job Location: Canada-Ontario-Toronto
Job Stream: Children, Community & Social Services
Job Type: Part-time, Part-Time
Salary/Rate: $81,411.20 - $95,638.40 / Year
Hours of Work (bi-weekly): 80.00
Shift Information: SEE BELOW
Affiliation: Non-Union
Number of Positions Open: 20 +
Posting Date: 04-Jan-2019
Expiry Date: 25-Jan-2019

Here’s a chance to make a difference in the lives of people that are homeless. Working within the City of Toronto’s Shelter, Support & Housing Administration Division, you’ll join a dedicated team delivering shelter services while promoting stable housing solutions. Are you ready to lead?
NOTE TO CURRENT CITY OF TORONTO LOCAL 79 PART-TIME EMPLOYEES:  If you are a current City of Toronto Local 79 part-time employee, you must indicate that you are a "Current Part-time employee" in the "Custom Information" section of your on-line application form, and provide your "Employee Number" in order to be considered for this job opportunity.

Job Description

Reporting to the Manager, 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

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 motivation and training.

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. Managing labour relations will be an integral part of this role, including hearing grievances, along with 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

  1. Post-secondary education in a discipline pertinent to this work or the equivalent combination of education and experience.
  2. Considerable experience in assisting persons who are homeless and experiencing psycho/social/physical, emotional and/or environmental problems in a social service setting.
  3. Considerable experience supervising staff in a social services or human services environment.
  4. Experience in program or policy development.
  5. Ability to train, lead, motivate, coach, and develop individuals and teams.
  6. 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.
  7. 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.
  8. Knowledge of working with Indigenous populations and/or lived experience as an Indigenous person.
  9. Ability to work rotating shifts, including days, evenings, overnights, weekends and holidays on a pre-scheduled and call-in basis.

SHIFT WORK SCHEDULE: For all programs in the Shelter, Support & Housing Administration 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.
For more information on Shelter Services, please visit our website at
A Police Reference Check program brochure is available at

Work Location Information

Family Residence, 4222 Kingston Road
Robertson House, 291 Sherbourne Street & satellite locations
Seaton House, 339 George Street
Streets to Homes, 129 Peter Street
Women's Residence, 674 Dundas Street West & satellite locations
Birkdale Residence, 1229 Ellesmere Road & satellite locations
Central Intake, 625 Church Street
Work for the City you love
Toronto is Canada’s largest city, the fourth largest in North America, and home to a diverse population of about 2.8 million people. Consistently ranked one of the world’s most livable cities, we are a global centre for business, finance, arts and culture. Join the award-winning Toronto Public Service as a Shift Leader within our Shelter, Support & Housing Administration Division.

How to Apply

For more information on these and other opportunities with the City of Toronto, visit us online at To apply online, submit your resume via our website, quoting File #2317566 X, by January 25, 2019.
Communication: Please note that we communicate to applicants via email. Therefore, please ensure that your email address is up to date in your TalentFlow account, and that you check your email regularly.  

Equity, Diversity and Inclusion: The City of Toronto is committed to fostering an inclusive, accessible environment where all employees and members of the public feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the public and the communities in which we live and serve.

Accommodation: If you are an individual who requires accommodation to apply to this position, due to disability under the Ontario Human Rights Code, please email us at, quoting job ID #2317566 X and the job title. The City is committed to providing Code-protected accommodation throughout its hiring process. Please visit Hiring Policies and Statements for further details.