Supervisor, Programs and Client Services

Ernestine’s Shelter is a non-profit organization providing shelter and holistic support services for women, Two-Spirit, trans, non-binary, gender-diverse individuals, youth, and children experiencing gender-based violence. We operate from an anti-racist, anti-oppression, trauma-informed, and harmreduction framework, providing services rooted in dignity, empowerment, and safety.

We are seeking a Supervisor, Programs and Client Services to oversee daily program operations, support a diverse staff team, and ensure high-quality service delivery. Reporting to the Manager, Programs and Client Services, this position plays a key leadership role in program development, implementation, evaluation, and compliance with organizational and funder expectations.

Key Responsibilities

Operational Leadership:

• Provide day-to-day supervision, direction, scheduling, and coaching to program staff teams, in collaboration with the Manager.
• Support development and implementation of annual work plans, workshops, program evaluations, and service deliverables.
• Ensure professional and timely documentation, accurate client records, and compliance with funder and organizational reporting requirements.
• Maintain clear communication with staff regarding expectations, responsibilities, observations, and performance feedback.
• Respond promptly to client needs and complaints, and promote barrier-free, equitable services.
• Support case management, attend client meetings as needed, and assist in resolving sensitive client concerns.
• Complete administrative tasks including expense reconciliation (up to $500), shift change documentation, and review of serious occurrence reports.
• Perform supervisory on-call duties and be available for consultation during emergencies.
• Foster meaningful community partnerships and participate in internal and external committees to enhance service delivery.
• Provide input to program budget planning and monitor gift card, transportation, and Personal Needs Allowance processes.

Staff Supervision:

• Oversee recruitment, selection, onboarding, scheduling, coaching, and performance management for program staff.
• Recommend disciplinary action, up to and including dismissal, in accordance with Ernestine’s policies and the ESA.
• Approve time-off, attendance, and leaves in alignment with ESA requirements while ensuring service coverage.
• Facilitate regular meetings with relief staff, address training needs, and support collaborative problem-solving.
• Support conflict resolution and contribute to a healthy and respectful workplace culture.
• Ensure compliance with occupational health and safety requirements and work collaboratively with the Joint Health and Safety Committee.
• Provide leadership to team members and support placement students in gaining sector experience.

Qualifications

• 2–3 years of experience leading teams in a supervisory capacity.
• Experience working within anti-racism/anti-oppression, trauma-informed care, harm reduction, and 2SLGBTQ+-affirming frameworks.
• Strong understanding of systemic oppression and its impact on survivors of gender-based violence.
• Post-secondary education and/or equivalent experience in social services or a related field.
• Demonstrated experience in crisis intervention, non-clinical counselling, and front-line service delivery.
• Strong communication, problem-solving, organizational, and time-management skills.
• Proficiency with Microsoft Office applications and case management software (e.g., W.I.S.H.).
• Demonstrated initiative, creativity, and commitment to continuous learning.
• Ability to work collaboratively, build positive relationships, and support staff in high-pressure environments.
• Vulnerable Sector Check (required prior to start date).
• Valid CPR certification (Level C).
• Ability to work flexible hours, including evenings, weekends, and rotational on-call, in accordance with ESA scheduling provisions.

Position Details

Job Type: Full-time, 15 month contract (to cover a leave)

Hours: 35 hours per week, flexible schedule, and rotational on-call

Salary: $60,000 – $65,000 annually (prorated to term of contract), paid vacation, plus benefits.

How to Apply

If this opportunity resonates with you, please send your resume and cover letter outlining how your experience aligns with the role.

Email: humanresources@ernestines.ca. Please include “Supervisor Programs and Client Services” in the subject line.

Ernestine’s Women’s Shelter upholds the principles of anti-oppression and adheres to the Ontario Human Rights Code. We are committed to fostering an inclusive, equitable, and accessible workplace. We strongly encourage applications from all individuals, Two-Spirit, genderqueer, trans and non-binary individuals to apply, including racialized, Indigenous and individuals with disabilities to apply.

If contacted, please advise if you require accommodation at any juncture of the recruitment and/or hiring process.

Application deadline: January 2nd, 2026 by 5pm

No telephone inquiries, please.