Manager: Shelter & Housing

Classi�ication Title: Shelter and Housing Manager

Department: Shelter and Housing

Hours of work: Mon-Fri, 40 hours per week

Reports to: Director of Shelter and Housing

Company Overview:

Street Haven is a dynamic women’s multi-service agency that provides shelter, supportive housing, training supports, and addictions therapy to vulnerable women in Toronto. We were established in 1965 and serve 1500 individuals annually. We have seen an increasing complexity of mental health and addiction needs among our clients. We are seeking a quali�ied and passionate candidate to take on this temporary role who can be part of our high performing team and provide comprehensive support to improve the lives of our clients.

Position Overview:

Be a part of an award-winning women’s agency that operates from a feminist lens. The Manager, Shelter & Housing at Street Haven provides operational leadership and direct supervision for all shelter and housing programs. This role ensures high-quality service delivery through effective staff management, program implementation, and day-to-day operations that align with Street Haven's mission of supporting Toronto's most vulnerable women. The position requires hands-on operational management combined with strategic thinking to develop and maintain programs that effectively address client needs while meeting funder requirements. This role will report to the Director of Shelter & Housing Services.

Key Duties & Responsibilities

Operational Management

• Oversee daily operations of all shelter and housing programs, ensuring smooth functioning and adherence to Street Haven's policies, procedures, and standards

• Develop, implement, and regularly update operational procedures for shelter and housing programs that align with best practices, funder requirements, and organizational goals

• Ensure accurate and timely completion of all required documentation, to the Director including weekly incident reports, daily logs, client records, and statistical reports

• Manage bed allocation, room assignments, and space utilization to maximize service capacity while ensuring client safety and comfort

• Oversee maintenance of facilities, identifying repair needs, coordinating with maintenance staff, and ensuring timely resolution of facility issues

• Monitor inventory of supplies, food, and program materials, ensuring adequate stock levels and ef�icient resource utilization

• Implement safety protocols and emergency procedures, conducting regular drills and ensuring staff preparedness for crisis situations

• Ensure compliance with health standards, building codes, �ire regulations, and other applicable laws and regulations

• Conduct regular program audits to ensure quality standards are consistently met across all shifts and services

• Identify operational inef�iciencies and implement process improvements to enhance service delivery

Staff Supervision & Development

• Directly supervise shelter and housing program staff, including case managers, frontline workers, overnight staff, and program coordinators

• Ability to apply collective bargaining agreement requirements to team management
• Develop and maintain a comprehensive staff scheduling system that ensures appropriate

coverage across all shifts (24/7) while managing overtime costs
• Create monthly staff schedules, manage shift changes, approve time-off requests, and

coordinate coverage for absences
• Recruit, hire, and orient new staff members in collaboration with HR, ensuring thorough

onboarding to Street Haven policies and procedures
• Provide regular coaching, feedback, and performance management to direct reports
• Conduct formal performance appraisals for all supervised staff according to organizational

timelines
• Identify training needs and coordinate professional development opportunities for staff
• Lead regular team meetings to ensure effective communication, address emerging issues,

and foster team cohesion
• Address performance concerns promptly through appropriate interventions, including

implementing progressive discipline when necessary
• Create a supportive work environment that promotes staff wellness, reduces burnout, and

encourages retention
• Promote a culture of continuous learning and improvement among all team members

Client Services & Program Implementation

• Oversee intake processes, ensuring fair and consistent application of admission criteria while maintaining sensitivity to client needs

• Supervise case management services, ensuring development of appropriate service plans for all clients

• Monitor client progress and program outcomes, adjusting service delivery as needed
• Review and approve discharge plans, ensuring appropriate supports are in place for

successful transitions
• Oversee crisis intervention responses, providing guidance to staff in managing complex

situations
• Ensure implementation of trauma-informed, harm reduction, and anti-oppressive

approaches across all programs
• Directly intervene in escalated client situations as needed, demonstrating effective con�lict

resolution and de-escalation techniques

• Develop and implement strategies to enhance client engagement and participation in programs

• Oversee regular client feedback mechanisms and respond appropriately to concerns or suggestions

• Ensure services are accessible and responsive to diverse client needs, including cultural, physical, and mental health considerations

Program Development & Quality Assurance

• Monitor program outcomes and performance indicators, identifying areas for improvement
• Develop and implement quality assurance measures for all aspects of shelter and housing

programs
• Collect and analyze program data to inform decision-making and program enhancements
• Identify emerging trends in client needs and develop responsive program adjustments
• Assist in the development of new programming initiatives in alignment with organizational

strategic goals
• Implement and monitor program evaluation tools to measure effectiveness and impact
• Ensure all programs meet or exceed standards established by funders and accreditation

bodies
• Develop and update program manuals and documentation to support consistent service

delivery
• Participate in sector networks to identify best practices and innovative approaches to

program delivery
• Engage in regular weekly reporting on program performance, client outcomes and other key

quality improvement metrics to the Director of Housing and Shelter Services.

Administrative & Financial Management
• Monitor program budgets and expenses, ensuring �iscal responsibility and adherence to

approved budgets
• Approve program-related expenditures within authorized limits
• Maintain accurate records and documentation for all program activities and outcomes
• Prepare regular reports on program statistics, outcomes, and activities for Director and

funders
• Ensure timely and accurate data entry into client management systems and databases
• Develop and maintain effective record-keeping systems for client �iles, program

documentation, and staff records
• Ensure compliance with privacy legislation regarding client information and records
• Coordinate with �inance department regarding client fees, rent payments, and program

expenses
• Assist in budget development for shelter and housing programs
• Identify opportunities for cost ef�iciencies while maintaining service quality

Community Relations & Partnership Development
• Build and maintain positive relationships with community partners and service providers
• Represent Street Haven at community meetings and collaborative initiatives as delegated
• Coordinate with other agencies to facilitate effective referrals and service coordination for

clients
• Participate in community planning groups focused on issues related to women's

homelessness

• Ensure effective communication and collaboration with internal departments and programs
• Identify opportunities for program partnerships that enhance service delivery
• Educate community partners about Street Haven's programs, services, and admission

criteria
• Advocate for clients' needs within the broader service system
• Coordinate with healthcare providers, housing workers, and other professionals involved in

client care
• Maintain positive relationships with neighbors and local businesses in proximity to Street

Haven facilities

On-Call & Emergency Response

• Participate in management on-call rotation, providing after-hours support and decision- making for critical situations

• Respond to emergency situations according to established protocols, ensuring proper documentation and follow-up

• Provide direction to staff during crisis situations, including medical emergencies, behavioural incidents, or facility issues

• Coordinate with emergency services (police, paramedics, �ire) when necessary
• Make critical decisions regarding program operations during emergency situations
• Implement emergency protocols during severe weather, power outages, or other facility

emergencies
• Conduct debrie�ings following critical incidents to identify lessons learned and support staff
• Ensure appropriate reporting of serious occurrences to funders and regulatory bodies
• Update emergency response protocols based on experiences and emerging best practices
• Ensure staff are properly trained and prepared to respond to various emergency scenarios

Quali�ications & Requirements

Education & Experience

• Bachelor's degree in social work, Social Services, or related �ield; master's degree preferred
• Minimum 10 years' experience in shelter with at least 5 years in a management role
• Minimum 2 years' experience in Housing services, Experience managing 24/7 operations

and shift scheduling
• Demonstrated experience working with vulnerable women, including those facing

challenges with homelessness, mental health, addiction, and trauma
• Experience in program development, implementation, and evaluation
• Knowledge of Housing First principles and harm reduction approaches
• Strong experience of 3 to 5 years management in a unionize workplace

Knowledge & Skills

• Good understanding of the Toronto's housing systems and resources
• Superior understanding of the Toronto Shelter system including the Toronto Shelter

Standards
• Must possess knowledge in relevant legislation and government programs including SMIS,

Ontario Works, ODSP, Mental Health Act, and AODA
• Strong understanding and demonstrated commitment to ARAO including CABR

• Excellent supervisory skills with ability to manage, mentor, performance improve and develop staff including disciplinary action

• Strong crisis intervention, de-escalation, and con�lict resolution skills
• Pro�iciency in program budgeting and �inancial management
• Excellent organizational and time management skills with ability to prioritize competing

demands
• Strong written and verbal communication skills
• Pro�iciency with shelter management software, HIFIS, or similar client database systems
• Knowledge of trauma-informed care principles and their application in shelter settings

Personal Attributes

• Demonstrated commitment to Street Haven's mission and values
• Strong ethical standards and commitment to privacy and con�identiality
• Ability to make sound decisions under pressure
• Flexibility and adaptability in responding to changing priorities
• Resilience and ability to manage stress in a demanding environment
• Compassionate approach balanced with appropriate professional boundaries
• Solution-focused mindset and problem-solving orientation
• Cultural sensitivity and commitment to inclusive practices

Where we work

This role is based in Downtown Toronto and requires working on-site 5 days a week, 40 hours weekly. Occasional evening work may be required. Some travel to other sites as needed.

Working Conditions

• Work is performed primarily in a shelter/housing environment
• Regular evening and weekend work required to provide supervision across all shifts
• On-call responsibilities on a rotating basis
• Exposure to challenging behaviors and crisis situations
• May involve travel between multiple Street Haven locations
• Fast-paced environment with multiple competing priorities

Inclusion

We are committed to diversity, equity and inclusion. Street Haven is an equal opportunity employer and candidates from diverse communities are strongly encouraged to apply.

We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please advise us in advance if you require accommodation so we can plan as necessary.

Application process

To be considered for this position, you are committed to the mission of Street Haven. Street Haven is directed by the principles of Housing First and Harm Reduction, with all policies, procedures and service delivery informed by a demonstrated commitment to diversity and inclusion. We strongly encourage applications from women and we welcome applications from candidates who can relate to and understand the unique needs of our client population.

We truly thank all applicants for their interest but only those selected for an interview will be contacted.

Job Types: Full-time, Permanent

Salary Range: $80,000 CAD

Bene�its: Company events Dental care Employee assistance program Extended health care Life insurance Paid time off RRSP match Vision care Schedule: 8-hour shift Monday to Friday Weekends as needed Application question(s): What are your salary expectations for this role? Education: Bachelor's Degree (preferred) Work Location: In person