Shift Leader

Shift Leader

Job Classification Title           SHIFT LEADER

Job ID #                                   2303849 X

Division                                   Shelter, Support & Housing Admin

Section                                    Homelessness Initiatives and Prevention Services

Work Location                         VARIOUS - SEE BELOW

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                     On "As Required Basis" only, up to 80 Hours bi-weekly

Affiliation                                Non-Union

Number of Positions Open      15

Posting Date                            15-May-2018

Closing Date                            29-May-2018

Job Description

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 Shift Leader within our Shelter, Support & Housing Administration Division.

NOTE TO ALL CANDIDATES: 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) 4 separate days a week, of which two (2) days must include Saturdays & Sundays. Hours of work will be determined based on operational needs.

Reporting to the Manager, Program Supervisor and/or designate, and as part of a collaborative management team, the Shift Leader supervises all operations providing services throughout a 24 hour a day operation, 7 days per week, including statutory holidays, to meet client needs in a client focused, holistic manner in accordance with the policies and procedures developed by the Division.

For more information about the City of Toronto's Programs and Services, please visit our website at

Major Responsibilities:

  • Supervises the day-to-day operation of all assigned staff, including the scheduling/replacement, assigning and reviewing of work. Authorizes and coordinates time-off requests to ensure appropriate coverage is confirmed and, if required, overtime requests are approved, and follows up on payroll discrepancies
  • Supervises, motivates and trains assigned staff, ensuring effective teamwork, high standards of work quality and organizational performance, customer service excellence, continuous learning and encourages innovation in others
  • Administers various client funds, TTC tokens, taxis, voucher issuance, and ensures that appropriate controls and records are kept
  • While on shift, monitors and evaluates staff performance – including leading staff development
  • Manages labour relations – including hearing grievances and recommends/conducts disciplinary action when necessary in consultation with the Manager / Program Supervisor
  • Monitors program operations to ensure all services meet client needs and are provided in accordance with divisional policies, procedures and applicable legislation
  • Provides leadership in service planning and program policy development by incorporating identified needs in accordance with divisional goals, policies, procedures, applicable legislation, community agencies and client input
  • Works collaboratively with other supervisory staff responsible to facilitate coordinated Housing First case management services for individuals/families to assist them in achieving housing stability in the community
  • Gathers/maintains statistical/data information on programs for reports as required by the Division
  • Forecasts needs/monitors policy and program activities, recommending options and implementing changes to improve operational performance/services delivery
  • Ensures clients receive appropriate counselling, support or referrals. Mediates on behalf of clients with other service providers
  • Manages any crisis situation, investigates incidents/complaints and ensures appropriate intervention/resolution is provided and completes all required documentation of such incidents in a timely manner
  • Participates on committees/workgroups with internal/external stakeholders to review/enhance programming and services to clients. Prepares effective communication strategies for internal/external audiences
  • After hours, monitors building conditions and systems in the site and initiates remedial action required to correct unsafe or unsatisfactory conditions
  • Manages information according to corporate standards by ensuring log documentation, program files/records are properly maintained
  • Ensures shelter is properly stocked with all operating and resident supplies
  • Undertakes special projects and assignments as may be required by the Manager

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, educational, 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, supervise 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. Considerable working 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. Considerable knowledge of working with Indigenous populations and/or lived experience as an Indigenous person.
  9. Customer service skills working with clients, service providers, the general public and/or staff to address service inquiries, requests and/or complaints.
  10. Good judgment in public relations with the ability to effectively manage labour relations matters.
  11. Working knowledge of Collective Agreements, Occupational Health and Safety Act, Ontario Works and relevant legislation and regulations.
  12. Ability to apply verbal de-escalation and crisis prevention techniques in defusing potentially volatile situations.
  13. Well-developed written and oral communication skills, including presentation and facilitation skills, with an ability to communicate effectively with a broad range of stakeholders at a supervisory level.
  14. Ability to compile, analyze and disseminate data and apply it to shelter practices and operations.
  15. A working knowledge of automated computer systems.
  16. Ability to work rotating shifts, including days, evenings, overnights, weekends and holidays on a scheduled and call-in basis.


Work Location Information:

  • Family Residence, 4222 Kingston Road
  • Robertson House, 291 Sherbourne Street
  • Seaton House, 339 George Street
  • Streets to Homes, 129 Peter Street
  • Women's Residence, 674 Dundas Street West
  • Birkdale Residence, 1229 Ellesmere Road

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, quoting File #2303849 X, by May 29, 2018.

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.

We thank all applicants and advise that only those selected for further consideration will be contacted. 

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.

Accommodation:  The City of Toronto is committed to fostering a positive and progressive workforce reflecting the citizens we serve. We provide equitable treatment and accommodation to ensure barrier-free employment in accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and the City of Toronto's Accommodation Policy. You can request for accommodation related to the protected grounds at any stage of the City's hiring process, i.e., application, assessment and placement.

If you are an individual with a disability and you need accommodation in applying for this position, please email us at, quoting the job ID #2303849 X and the job classification title.

If you are invited to participate in the assessment process, we ask that you provide your accommodation needs in advance at that time. Please be advised that you may be requested to provide medical/other documentation to Human Resources to ensure that appropriate accommodation is provided to you throughout the hiring process.