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Job Description & How to Apply Below
The Team Lead Shelter Services is responsible for providing leadership and day-to-day oversight of shelter programs. Reporting to the Senior Site Manager ensures that staff is maintaining appropriate screening and safety protocols. The Team Lead is an integral member of the day-to-day operationalization of Emergency Shelter/Transitional Housing programs by assisting with program delivery and providing direct support to shelter clients.
The incumbent demonstrates behaviours that model and support the vision and goals of the program to ensure its success and builds the same level of support and productivity in other members of the team. Working with the Senior Site Manager, the Team Lead plans, develops, implements, monitors, and evaluates shelter programs and services. Under the direction of the Senior Site Manager, the Shelter Team Lead provides leadership and direct oversight of staff and shelter operations
RESPONSIBILITIES
Leadership and Staff Supervision
Provide direct supervision, guidance, and mentorship to Youth Service Workers (YSWs) and relief staff
Act as the first point of contact for staff support, coaching, and day-to-day problem-solving
Address performance concerns proactively, including coaching, documentation, and escalation to the Senior Site Manager
Support staff onboarding and orientation to ensure understanding of roles, expectations, and policies
Foster a positive, inclusive, and high-performing team environment grounded in anti-oppression and trauma-informed practice
Lead the team to debrief following an incident and facilitate team decision-making.
Works with the Senior Site Manager to support staff and residents and assists with performance management.
Assists with staff orientation.
Provides leadership support in difficult situations
Safety and Incident Management
Ensures adherence to shelter policies, procedures, and site safety protocols.
Builds rapport with youth and de-escalates potentially violent situations using effective non-physical strategies.
Performs wellness checks on clients, First-Aid and CPR.
Ensures incidents are documented and follow-up occurs; maintains incident logs and reports concerns to the Senior Site Manager.
Creates a supportive and safe environment for clients and staff.
Client Support
Supports client intake and discharge; provides case management support
Assists with program implementation and participates in planning meetings with the manager.
Engages clients following a person-centered, trauma-informed philosophy and anti-Black racism approach.
Assists with on-call duties on a rotational basis and maintains flexibility to work across all of Eva’s sites.
Demonstrated understanding of youth homelessness and the regulatory framework governing housing and shelter services in Ontario
Strong knowledge and practical experience in case management, including working with youth experiencing trauma, substance use, and mental health challenges
Ability to apply trauma-informed, harm reduction, and client-centered approaches in service delivery
Program Planning and Coordination
Support the planning, implementation, and continuous improvement of shelter programs and services
Coordinate and lead team meetings, shift briefings, and case conferencing discussions
Participate in Service Delivery Management meetings and contribute to program planning and evaluation
Collaborate with the Senior Site Manager to monitor program outcomes and identify service gaps
Client Support and Case Management Oversight
Provide leadership in case management practices, ensuring alignment with TSS and agency policies and best practices
Support staff in delivering client-centered, trauma-informed, and harm reduction-based services
Assist in complex case discussions and decision-making
Build rapport with youth and support de-escalation using non-physical intervention strategies
Ensure services reflect anti-Black racism, anti-oppression, and culturally responsive approaches
Documentation and Database Management
Ensure accurate, timely, and compliant documentation across all systems, including SMIS and internal database(s)
Monitor and audit staff documentation (case notes, incident reports, service records) for…
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