Front Desk Lead (Residential Shift Supervisor)

Who We Are

For more than 130 years, The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church, each year we help more than 2 million people, providing necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging needs and live out our mission, vision and values of hope, service, dignity and stewardship. As a faith- and values-based organization, we hire and serve people of all backgrounds and walks of life - there is a place for everyone to belong here.

Mission Statement

The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world.

Job Description

POSITION PURPOSE SUMMARY:

The role provides administrative and facility support to the residence’s clients and tenants.

Accountabilities

The incumbent may perform all, some, or similar range of duties.

• Provide general coordination, advice, guidance and support to residents when contacted for assistance.
• May provide day-to-day supervision to staff and provide guidance, training, support, and assistance.
• Report on, make recommendations, and provide input and support to the ED/Corps officer/Manager as it relates to the hiring, supervision, training, performance management and termination of staff, departmental policy and procedures, and residential issues and concerns.
• Give input to planning, developing, and revising policies, protocols, and day-to-day operating procedures for all areas of assigned programs; operation in compliance with government and Salvation Army standards including accreditation requirements.
• Assist in developing and coordinating the delivery of designated programs; may be responsible for ensuring workflow is maintained and safety of participants and employees in the absence of the Manager.
• Serving as a Team Lead on-call, and under the direction of the Manager, will provide assistance to staff and report incidents and issues to the Manager.
• Monitor and ensure employee safety practices are compliant with safety and health standards and prepare, submit, and act on incident reports as indicated by the Manager.
• Identify and recommend proactive safety measures to the Manager based on needs and concerns.
• Monitor all aspects of the program(s) operations in accordance with the Mission, Vison and Values of The Salvation Army.
• Ensure the proper implementation of the Case Management System including intake, support, referral, networking, teaching life skills and other direct services to participants; this includes appropriate use of rehabilitative and disciplinary measures; may be required to fill in as backup on occasion, as necessary.
• Participate in or delegate the conduct of room searches according to policy; ensure documentation of searches and results in logbook.
• Ensure employees maintain the security and upkeep of the building.
• May provide back-up support and or assume functions at front desk area or other program areas, as needed, including tasks that may require lifting weighted objects.
• Respond to complaints from participants in the program(s).
• Liaise with community resources and encourage community involvement in programs.
• Develop a supportive relationship and cooperate with employees, participants, volunteers and students.
• Maintain proper records and files for each assigned program, write progress and in-depth reports and provide information on the outcome of the program(s) and the progress of each participant.
• Schedule employees in accordance with Union and government contracts and Residential standards; may respond to and resolve complaints in the absence of the ED and with the advice of HR
• May provide basic statistical and evaluative information to management levels when required
• Assists with planning of regular daily operations such as laundry, food services prep, light cleaning, etc.
• Coordinate all daily operations such as laundry, food services prep, light cleaning, etc.
• Provides coordination and oversight to participant chores by instructing, teaching, encouraging, and coaching participants in how to do their assigned chores.
• Monitor and document daily chores completion according to policy and procedure and report on it to supervisor/management.
• Provide more complex assistance at the support level to tenants and staff in program delivery.
• Complete more complex residence-related administrative tasks as required.
• First contact for all situations not requiring immediate 911 assistance.
• May accompany tenants during their off-site visits, reporting to supervisor or appropriate personnel daily activities in conjunction with personal plans.
• Consistently demonstrate respect and empathy for all tenants.
• Maintain availability for personal, practical, and moral support.
• Accurately record relevant information to support staff.
• Liaise with referral sources and other external agencies as needed.
• Accurately record and report any tenant information relevant to employees.
• Perform other job- as required to ensure a safe and secure environment.
  
  

Critical Relationship Management

Internal: MU leaders and staff, tenants of supportive housing, volunteers.

External: Might have to communicate with community members, community groups/organizations, police, and agencies.

Managerial/Technical Responsibilities

Reports directly to the Housing Services Manager.

Direct reports: None.

Provide coordination to tenants and show how to complete tasks.

Financial And Material Management

• Minor material responsibilities.
• May be authorized to handle small amounts of cash.
• The incumbent may make small program purchases under the authority of their supervisor.
• The incumbent has no input into the annual budget.
  
  

The above responsibilities must be discharged in accordance with The Salvation Army’s Mission Statement, in a professional manner, upholding our code of conduct.

Working Conditions

• The incumbent’s work environment is typically in a supportive housing.
• This position requires a moderate amount of keyboarding/manual record keeping and Those served by the program usually relate information that is highly disturbing in nature and will require intentional debrief and consultation.
• The incumbent will work under the following disagreeable conditions:
• Isolation
• Monotony
• Odors
• Dealing with challenging behaviours
• Verbal abuse
• Work schedule affecting lifestyle
• Exposure to bodily fluids, bodily waste
• Exposure to drugs and alcohol
• The incumbent may have little to no travel required.
• The incumbent carries a pager/walkie talkie and will work shifts.
• The job incumbent may be exposed to the risk of minor to moderate injury or illness due to:
• Physical attacks by others
• Exposure to infectious diseases
• Exposure to bodily fluids
• Sharp objects
• Other dangerous situations
• May have some limited travel required
• May work on call
• Experience moderate physical exertion causing fatigue, may be required to lift up to 30 pounds.
  
  

The above responsibilities must be performed in keeping with The Salvation Army’s Mission, Vision and Values, in a professional manner, upholding our code of conduct.

Education, Experience And Qualifications

• Willingness to develop an understanding and support for the mission and purpose of The Salvation Army in Canada and its implications as related to position responsibilities.
• Work in compliance with OH&S Act and Regulations and abide by The Salvation Army’s health and safety policies and procedures.
  
  

Alternative combination of education and Experience may be considered.

Education, Qualifications And Certifications

• Completion of a formal post-secondary/college certificate program or specialized coursework or certification.
  
  

Experience And Knowledge

• A year of prior related experience, including experience in a social service setting
• Valid certification in First Aid/CPR, WHMIS, and Non-violent crisis intervention training or willingness to complete upon hiring.
• Proficient in Microsoft Office (i.e., Word, Excel, Publisher, Access, and PowerPoint); the Internet and Email.
• Proficient in administration and files management procedures.
  
  

Skills And Capabilities

• Strong sense of integrity and confidentiality with professional ethics and a balanced sense of fairness and flexibility.
• The incumbent will have good verbal and non-verbal communication skills.
• Strong understanding of professional boundaries when working with a vulnerable population
• Patience and ability to deescalate situations.
• Strong service ethic and a friendly disposition with the public.
• Adaptability to change and frequent interruptions.
• Team oriented and able to take initiative.
• Willingness to work with people from diverse cultural backgrounds.
• Problem solving skills.
• Great team player.
• Organized and attentive to details.
• Comfort in dealing with ambiguity.
• Strong listening skills.
• Ability to motivate others and manage relationships.
• Ability to follow all MU’s organizational policies and procedures.
• Negotiating skills.
• Ability to complete tasks with minimum amount of supervision.
• Ability to manage stress and workload in a positive manner.
• Ability and willingness to work with, support, and serve marginalized people in a compassionate, non-judgmental manner.
  
  

Compensation

The target hiring range for this position is $20.75 to $25.94 with a maximum of $31.13.

Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

The Salvation Army will provide reasonable accommodation upon request. Please email [email protected] if you have a need for any accommodation and we will be pleased to discuss this with you.