Job Title

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 Evas 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 servicesAssist 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 quality and completeness Provide guidance and training to staff on documentation standards and expectations Maintain proper records of incidents, client interactions, and program activities Generate and/or contribute to reports to support program monitoring and decision-making Attendance, Payroll and Other Administration Tasks Review, verify, and approve staff timecards for payroll accuracy Manage staff entitlements (e.g., vacation, sick time) within HRIS systems Monitor attendance and address absenteeism trends, including documentation and escalation Support performance management processes, including appraisals and corrective actions Ensure compliance with organizational policies and collective agreement provisions Health, Safety and Compliance Ensure adherence to all shelter policies, procedures, and Toronto Shelter Standards Monitor and enforce health and safety protocols, including completion of mandatory checks and inspections Ensure staff complete required health and safety tasks and training Maintain a safe environment for both staff and clients at all times Incident Management and Reporting Lead response to on-site incidents and critical situations Ensure all incidents are properly documented, reviewed, and reported in a timely manner Identify trends and elevate risks or concerns to the Senior Site Manager Support staff in managing challenging situations effectively and professionally Respond to and manage site incidents, ensuring proper documentation, reporting, and follow-up Operational Flexibility Participate in on-call rotation and respond to emergencies as required Work flexible hours, including weekends and across multiple sites as needed Support operational coverage across shelter locations QUALIFICATIONS Minimum 3 years supervision experience in social service setting, preferably with youth Undergraduate degree in a relevant field and/or comparable experience Advanced understanding of issues of substance use, mental health and harm reduction gained through direct experience working with individuals, preferably youth Experience working from an anti-oppression framework Sound understanding of issues facing homeless youth Certification in CPR and First Aid, TSS, Food Handlers, Non-violence CPI Strong knowledge of: youth homelessness and related challenges mental health, substance use, and harm reduction approaches trauma-informed care and recovery models anti-oppression, and culturally responsive practices recovery model and trauma-informed practices case management for homeless youth harm reduction philosophy Experience working in a unionized environment Strong written and verbal communication skills Proficient in MS Word, Excel, and Outlook Valid G Level Drivers License is an asset #J-18808-Ljbffr