Shelter Overnight Team Lead

TITLE
:
Shelter Overnight Team Lead

LOCATION
: 637 Main Street

DEPARTMENT
:
Drop In & Shelter

REPORTS TO
:
Manager, Shelter

DIRECT REPORTS
:
Support Workers

STATUS
:
Full-time, Permanent

HOURS OF WORK
:
Nights (23:30 to 08:00)

WORK DAY
:
Weekdays and Weekends

WAGE RANGE
: $23.79 - $26.26

Main Street Project (MSP) is a community health centre dedicated to addressing social determinants of health, including addiction, physical and mental health issues, and homelessness. MSP employs housing‑first and harm‑reduction principles to provide a safe, respectful, and accessible place for individuals experiencing homelessness or at risk of it. Since 1972, MSP has offered emergency shelter, nutrition services, drug and alcohol withdrawal management, health advocacy, case management, housing support, food bank services, and a mobile outreach program.

MSP operates a 120‑bed low‑barrier emergency shelter that is open 365 days a year with a harm‑reduction focus. The shelter operates on a first‑come, first‑served basis and does not require abstinence or sobriety as a condition of service. The Shelter Overnight Team Lead guides, monitors, and leads shelter staff while on shift, motivating teammates, facilitating positive communication, and acting as the initial problem solver for on‑shift concerns.

Leadership Responsibilities

• Create an inspiring team environment with an open communication culture
• Ensure new staff are successfully onboarded and trained
• Listen to team members’ feedback, resolve issues or conflicts, or elevate to management as needed
• Monitor on‑shift performance and attendance, identify training needs, and provide coaching to staff; report updates to the shelter leadership team
• Show ongoing staff appreciation for excellent performance
• Monitor break times for the shelter team
• Lead shift change to ensure appropriate staff coverage, role assignment, and passing of key information
• Provide on‑site leadership during incidents
• Provide direct supervision and day‑to‑day oversight to shelter support workers on‑shift, including:
• Review the Housing Focused Resource Guide binder each shift to determine items to file or reprint
• Reconcile inconsistencies between paper tracking and excel sheets; coach staff on proper documentation
• Ensure HIFIS entries are accurate and up to date
• Review applications for accuracy and completion, and ensure they are filed appropriately
• Ensure appropriate RL6s are completed
• Ensure the Whiteboard and ToC documentation are accurate
• Lead shelter restriction discussions according to the restriction policy
• Ensure departmental and interdepartmental radio checks are performed at shift change
• Pick up and file mail each weekday, monitoring for return‑to‑sender items and misfiles

Shelter Responsibilities

• Provide support and resources to community members without judgement
• Assist community members in planning, problem‑solving, and addressing immediate needs
• Assist in participant‑centred care plans
• Provide individual support as required for case management
• Uphold community member rights and the shelter code of conduct
• Ensure community members understand program processes and expectations
• Respond to emergency situations, assessing, intervening, and documenting critical incidents per MSP policies and protocols
• Monitor physical safety, ensuring medical attention is received when needed
• Provide internal and external resource referrals and advocate for community members to access services
• Assist with information filing, application submission, and community member intake per MSP protocols
• Maintain accurate electronic and physical records per MSP policies and protocols
• Submit agency‑required statistics accurately and on time
• Maintain cleanliness of the program area per established duties
• Communicate and collaborate with external partner agencies professionally
• Manage community member intake per MSP policies and protocols
• Prepare and distribute food in accordance with food handling guidelines
• Provide clothing, hygiene, and harm supplies per MSP values
• Monitor and restock program supplies
• Oversee and facilitate laundry services
• Respond and de‑escalate potentially aggressive situations per policy,…