Assistant Manager, 24 HR Service - St. Felix Centre Charities

POSITION SUMMARY

Under the guidance of the Program Manager, the Assistant Manager will manage a team of frontline staff within a unionized setting. Responsibilities include scheduling, coaching, performance management, staff development, meeting facilitation, program coordination, and administrative duties. The Assistant Manager collaborates closely with other Assistant Managers and models best practices in alignment with organizational policies and protocols.

RESPONSIBILITIES

• Coordinate weekly staff schedules with the Management team.
• Facilitate monthly supervisor meetings and quarterly staff meetings, including scheduling and distributing minutes.
• Manage and approve staff timesheets through Dayforce HRIS.
• Provide support, coaching, training, and performance management to frontline staff.
• Lead by example in maintaining a welcoming, safe, and respectful environment.
• Document reports professionally and punctually.
• Participate in protocol development and program improvements.
• Oversee staff onboarding and offboarding.
• Conduct guest restriction reviews and incident investigations, reporting, and follow-up.
• Submit WSIB documentation as needed.
• Ensure Harm Reduction principles are upheld.
• Train staff on overdose response (Naloxone and Oxygen interventions).
• Model de-escalation, boundary setting, and trauma-informed care techniques.
• Interpret and apply policies, including collective agreements.
• Utilize MS Suite, Microsoft Teams, Zoom, Dayforce HRIS, SMIS, and similar software effectively.
• Ensure adherence to health and safety protocols, IPAC, and PPE usage.
• Communicate regularly with shift supervisors and staff for support and feedback.
• Collaborate with external partners for resources and emergency support.
• Oversee daily supervisor tasks and ensure completion.
• Prepare required reports and statistics.
• Quality Assurance and Standards Implementation.
• Program Development and Guest Engagement.
• Maintain professional boundaries with clients and staff.
• Provide program information to community members as needed.
• Attend meetings as requested.
• Additional duties as requested.

EDUCATION

• Completion of BSW/SSW or similar discipline or equivalent work experience in a related field.
• Lived experience will be considered an asset.
• Certificates and training will be considered an asset or willingness to be trained: First Aid, CPR, Overdose Response and Naloxone administration, Oxygen and Opioid overdose, Non-violent crisis intervention, Anti-Racism and anti-oppressive practice, Food handlers’ certificate, SMIS certificate, Fire Warden training, Toronto Respite Standards, Toronto Shelter Standards Joint Health and Safety certification.

EXPERIENCE

• Minimum 2 years frontline experience delivering services to those experiencing homelessness or precarious housing.
• Minimum 1 years’ experience in a management capacity.
• 2+ years in frontline services for homelessness or housing-insecure individuals.
• 1+ year in a supervisory or management role.

SKILLS

• Proficient computer skills including email, word processing, MS Suite applications including Microsoft Teams, SMIS, etc.
• Knowledge of the City of Toronto 24-Hour Respite Site Standards [TRS].
• Knowledge of the City of Toronto Shelter Standards.
• Knowledge of food safety practices is an asset.
• Understanding of anti-oppressive practice.
• Anti-Black Racism Awareness.
• Ability to apply creative problem-solving, good judgement, and critical thinking skills.
• Ability to prioritize, manage time, and work both independently and within a team.
• Understanding of both theory and practice of Harm Reduction.
• Knowledge of verbal de-escalation techniques and conflict resolution.
• Knowledge of the contents and proper use of harm reduction kits for inhalation or injection of substances.
• High confidence for assessing and responding to overdose due to either Opioids or amphetamines.
• Report writing and documentation skills.
• Excellent verbal communication including in-person and phone interactions.
• Capacity to mentor, inspire, and provide professional development for staff.