Shelter Support Team Lead

Team Leadership and Supervision

• Assign work and provide day-to-day guidance and support to Shelter Support Workers.
• Assist in training new staff and offering ongoing professional development opportunities.
• Monitor staff performance and ensure adherence to shelter policies procedures and best practices.

Operational Oversight

• Oversee daily operations including scheduling and shift coverage.
• Ensure timely and accurate completion of documentation and reports.
• Respond to and manage critical incidents in accordance with organizational protocols.
• Participates in the recruitment and selection of program staff by performing duties such as screening applicants participating on interview panels and making hiring recommendations.

Guest Support and Engagement

• Assist in the delivery of person-centered services including conflict resolution case planning support and referrals.
• Promote a safe and respectful environment for guests and staff.
• Address guest concerns and escalate issues as needed.

Collaboration and Communication

• Act as a liaison between staff shelter management and external partners.
• Attend and contribute to team meetings sharing insights and feedback to enhance service delivery.
• Support the Shelter Manager with administrative tasks including shift summaries and data collection.

Program Development and Improvement

• Identify areas for program enhancement and suggest solutions to improve operations and guest outcomes.
• Assist in implementing new initiatives and evaluating their effectiveness.

• Previous experience in a shelter social services or related field with leadership experience preferred.
• Strong interpersonal problem-solving and conflict-resolution skills.
• Ability to manage competing priorities in a fast-paced environment.
• Knowledge of trauma-informed care harm reduction and case management principles.
• Excellent organizational and administrative abilities including proficiency in relevant software.

Work Environment

This role involves shift work including evenings weekends and holidays. The Shelter Support Team Lead must be comfortable managing challenging situations and working collaboratively in a dynamic environment. This role is integral to maintaining the high standards of care and professionalism at Open Arms Resource Centre supporting both staff and guests in their journeys toward stability and housing.

Open Arms is a dynamic and growing nonprofit organization whose mission is to create lasting positive change by addressing the root causes of homelessness and fostering a supportive environment for those in need. Open Arms is committed to treating every individual with dignity and respect recognizing the inherent worth and unique journey of each person.

• Rate of pay: $24 per hour
• 40 hours per week
• Shifts may vary