Job Posting 100115

Shelter Service Direct Supervisor
Toronto Metro area
closed 5 days ago (Mon, 8 Apr)
full time  •  Starting at $62,000 to $65,000 based on experience

Shelter Service Direct Supervisor


Full-time Permanent


For 50 years, Nellie’s has provided shelter and support for marginalized women and their children in the Greater Toronto Area. We operate programs and services for women and their children who had or are experiencing violence, poverty, and homelessness. Nellie’s works to lessen homelessness for women and their children, whether the cause is family violence, mental health, or any other reason that results in dealing with the impact of trauma.


Our core operations involve our 38-bed emergency shelter for women and their children who are homeless or escaping violent situations. In addition to our shelter, Nellie’s operates Community Support and Outreach programs that provide aftercare support and follow-up services to women and their children after they leave the shelter, as well as transitional housing support for women and gender-diverse people living in the community who are homeless or at risk of becoming homeless.


Nellie’s is looking to hire a Shelter Direct Service Supervisor. The Shelter Direct Service Supervisor will provide daily support in the operation of the Shelter Program, including all areas of programs, administration and client services. The Shelter Supervisor ensures that staff members have adequate resources and support to deliver client centered services from a feminist, anti-racism/anti-oppression, and trauma informed framework.


Nellie’s is committed to developing an agency that reflects the women it serves. This position is open to all women*. Woman* signifies anyone who self-identifies as female, femme and/or woman. This includes transwomen, cisgender women, and non-binary people identifying as femme or female-presenting. Applications from equity-seeking groups are strongly encouraged.




Operations & Program Support

  • Support effective management of day-to-day operations of shelter program.
  • Support the case management process to ensure successful outcomes for clients and respond to crises as needed.
  • Working with the Shelter Manager or her designate, assists in development and delivery of long- and short-term programs and policies for Nellie’s in compliance with strategic directions
  • In consultation with the Shelter Manager or her designate, develop new programs and services for women & children in the shelter to meet demographic shifts.
  • Oversee program activities and case management and facilitate bi-weekly case management meetings.
  • Conduct daily check-ins with frontline staff regarding client needs and potential crisis
  • Daily audits to ensure clients’ files are updated in W.I.S.H
  • Provide program and service information as needed to aid in fund development
  • Provide back-up on call duties as required

Supervisory Support to Staff Team

  • Support the facilitation of new employee, placement student and volunteer orientations
  • Provide support & training opportunities to the staff team
  • Address staff needs, supports and training goals
  • Maintain and organize all staff supervision files
  • Provide guidance and support to staff, volunteers and placement students
  • Establish good communication system between management and staff team
  • Assist in the development of a professional growth and development program
  • Facilitate and support in mediating staff conflict

Client Services

  • Support staff to facilitate clients to resolve multiple complex issues, when appropriate
  • Support clients during emergency/crisis situations
  • Provide client/staff mediation support
  • Support to resolve and manage client complaints
  • Work with staff to develop client safety plans, action plans, and debrief with staff around complex cases
  • Completes Serious Occurrence Reporting to MCCSS as needed

 Administrative Support

  • Provide assistance with preparation of correspondence, documents, reports and minutes pertaining to Nellies Shelter
  • Signing on Housing Applications if applicable
  • Responsible to ensure document binders for Nellies are updated
  • Assist in regular support and review of shelter budget
  • Assist in ensuring program statistics are prepared and submitted to Shelter Manager or her designate on a monthly basis
  • Assist in maintaining good operational systems to keep track of program supports, activities and stats.
  • Support in regular audits to ensure client files are updated
  • Work with the Health and Safety Committee to ensure the health & safety for all clients and staff members
  • Facilitate and attend staff meetings and meetings as required
  • Complete incident reports within 1 business day and submit to the Shelter Manager or her designate
  • Fill in WSIB forms when needed

Human Resources

  • Assist in orientation of new shelter personnel
  • Provides regular supervision and annual performance evaluation of shelter team
  • Assists in disciplinary meetings and performance management processes
  • Ensure shift coverage, where appropriate on staff’s shifts
  • Reconcile staff’s timesheet and approve staff’s overtime if applicable


  • Complete other duties as directed by the Shelter Manager or her designate
  • Liaison and networking with community groups as required
  • Community engagement if needed


  • Bachelor of Social Work (BSW) and/or equivalent experience
  • At least 2 years of experience in supervising staff in a Unionized workplace
  • Valid Certification with the College of Social Services and Social Work is required
  • Experience in and commitment to working within an anti-oppression framework
  • Experience leading within a case management, trauma informed format
  • Experience in the social service sector ideally in an agency delivering counseling, crisis intervention or advocacy services
  • Demonstrates reliable professionalism in working across the organization
  • Valid CPR/First Aid Certification
  • Food Handling Certificate an asset
  • Proven commitment to AR/AO principles
  • Demonstrates leadership
  • Able to work a flexible schedule
  • Experience with standard office equipment/procedures
  • Excellent problem solving skills and strategic thinking
  • Excellent computer and database management skills (excel, word)
  • Expertise with computer hardware and various software applications
  • Solid mathematical skills in order to do scheduling, client accounts
  • Excellent Organizational and time management skills
  • Minute taking and typing skills
  • Excellent written and oral communication skills
  • Knowledge of the social service sectors
  • Crisis De-escalation/ Conflict Mediation Skills

Hours: 35/week
Pay: Starting at $62,000 to $65,000 based on experience

Nellie’s is committed to developing an agency that reflects the women it serves. Applications from Aboriginal Women, World Majority Women/Women of Colour, Lesbians, Bisexual Women, Transgendered Women and Women with Disabilities, Women who have experienced Violence and Consumer Survivors are strongly encouraged.


We regret that our community support office is not fully accessible.


Please email your application to . Only those candidates who will be interviewed will be contacted.  The successful candidate must obtain a Police Records Check for the vulnerable sector.


Nellie’s is a unionized workplace with the Workers United Canada Council.

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