Associate Manager, Elm Housing Support Program

YWCA Toronto is dedicated to improving the lives of women and girls. Our programs promote equality, economic security and lives free from violence. We help women and girls flee violence, secure housing, find jobs, establish their voices, enhance skills and develop confidence. We offer a range of housing options, employment and training programs, community support programs, girls’ programs and family programs. We also engage in systemic advocacy.  


The Associate Manager, Elm Housing Support Program will directly supervise a team of Concierge staff.  This management position supports the Manager of Elm and staff to maintain a safe and inclusive community of tenants in a 300-unit permanent housing complex for three different resident groups:  165 afforadable rental units, 50 units for Indigenous women and their families (including 10 women-led families fleeing violence), and 85 units for women with mental health or concurrent mental health and substance use challenges.


Reporting to the Manager of Elm, the Associate Manager’s responsibilities include:

  • Supervises the Concierge team; permanent and sessional staff who focus on supporting tenants and ensure safety and security in an integrated community;
  • in the absence of or assigned by the Manager the Manager, facilitates and coordinates the work of all program partners, in particular the Jean Tweed Centre and YWCA Toronto Housing Administration and Property Services, to ensure that case management, community engagement, and tenant support, work together to create a safe and supportive community for all tenants within both a health and social engagement framework;
  • models effective community engagement, conflict resolution, facilitation, and crisis intervention skills;
  • uses harm reduction approaches to increase individual’s capacity for successful tenancy, recovery goals and community engagement;
  • provides crisis prevention, intervention and counseling using harm reduction principles, for women and children experiencing mental health/substance/abuse issues;
  • maintains a working knowledge of the Residential Tenancies Act, Housing Services Act, and the Ontario Human Rights Code;
  • shares responsibility for coordinating documentation required for legal proceedings in accordance with the Eviction Prevention Procedures to the Eviction Prevention Worker;
  • maintains financial records in accordance with the Ministry of Health and Long Term Care and other program funders and the policies, procedures and practices of the association;
  • prepares the budget and reports for the Concierge staff for submission to funders in consultation with the Manager;
  • attends Landlord Tenant Board hearings and acts as a witness when necessary;
  • works with the Manager of Elm Support and the Manager of Housing Administration to ensure that tenants and the YWCA Toronto both meet their obligations under the Residential Tenancies Act;
  • assists the Manager to ensure that all program facilities conform to the standards set out by funding agreements;
  • in the absence of the Manager, acts as the Association’s representative with the Police and Fire Departments and other officials that are in contact with the facilities relating to the management of the programs and its participants in collaboration with the Manager of Property Services;
  • in collaboration with the Manager of Elm Support, ensures that all program facilities conform to the standards set out by funding agreements and government legislation; that staff and tenants adhere to building and fire codes, occupational health and safety and other relevant regulations that affect program safety;
  • responds to concerns and queries from neighbors and the community;
  • shares on-call duties and covers for staff absences, when required;
  • hires Concierge staff, in consultation with the Manager of Elm Support, in accordance with the Human Resources policies of the YWCA Toronto.


You will have:

  • In-depth knowledge of concepts, theories and practices related to a regulated Mental Health or Health service delivery field, normally acquired through the completion of an undergraduate degree in Social Work, Psychology, Nursing or other relevant discipline;
  • three to five years direct experience working in a permanent supportive housing environment providing support to women living with experiences of precarious housing, poverty, violence/trauma, and concurrent diagnosis;
  • supervisory experience required;
  • working knowledge of the Residential Tenancies Act, Landlord Tenant Board and Housing Services Act;
  • knowledge and understanding of harm reduction approaches as a holistic framework that incorporates supportive housing, community development, advocacy, and peer support;
  • working knowledge of legislation that includes the Ontario Human Rights Code, the Mental Health Act, and Child and Family Services Act;
  • demonstrated ability to facilitate strong service delivery partnerships and foster inter-program relationships, including strong conflict mediation skills;
  • demonstrated community engagement strategies that include creative ways of fostering leadership and capacity building in team;
  • demonstrated ability to understand clinical case management support functions for women;
  • previous work in a diverse, unionized environment an asset;
  • excellent written and oral communication skills are essential;
  • demonstrated conflict resolution, crisis intervention/prevention, counselling, and coaching skills;
  • demonstrated leadership skills, including problem solving, organization, time management, and capacity-building skills;
  • ability to work both independently and as part of a team in the planning and delivery of services;
  • knowledge of current computer applications is necessary, e.g. Windows XP Professional, Office XP Professional, E-mail and Internet.


Core Competencies: 

  • Engage in a self-reflective and collaborative practice that is non-judgmental and compassionate and reflects the mission of YWCA Toronto;
  • incorporate principles of anti-oppression and equity in responding to the service needs of women and children and work toward removing systemic barriers to independence and wellbeing;
  • demonstrate respect, consideration and acceptance of the opinions of others while expressing her own expertise and effectively utilizing relevant resources and specialists;
  • consistently collaborate with team members, sharing ideas and differences openly;
  • be receptive to new ideas and adapt to change as necessary;
  • value the contribution of others and take action to strengthen partnerships and support others to achieve effective outcomes;
  • take action to avoid or solve problems and create opportunities for positive change;
  • demonstrate commitment to ongoing personal and professional development.


The hours of work for this position are 35 hours per week in accordance with the management hours of work policy. This is a 24-hour program that requires flexibility in work hours in order to supervise the Concierge team and respond to program needs.  The regular schedule for this position is evening and weekend hours. The salary range for this position is $59,775 to $70,042 per annum, plus comprehensive benefits. Note: The position shares on-call duties and covers for staff absences, when required. 


Please note: A police reference check is required by the successful candidate prior to hiring.  YWCA Toronto is a unionized workplace.  Staff are represented by CUPE Local 2189. This position is not within the Bargaining Unit. For internal applicants, this position is not secondable. 


Please submit your cover letter and résumé by Monday, February 11, 2019 to: Danielle Nakouz, Manager Elm Support Program. YWCA Toronto. 150 Elizabeth Street, Toronto, ON, M5G 0B1.        Email:


Please quote JOB ID number ELM0175 and your name in the subject line.


YWCA Toronto promotes the principles of anti-oppression and adheres to the tenets of the Ontario Human Rights Code. We encourage applications from women of all races, ethnic origins, religions, abilities and sexual orientations. YWCA Toronto provides accommodation during all parts of the hiring process, upon request, to applicants with disabilities. If contacted, please advise us if you require any accommodation.  While we thank all candidates for their interest, only those selected for an interview will be contacted.  No telephone enquiries please. 


YWCA Toronto is a Scent-Sensitive Workplace.


Posting Date:  January 21, 2019