Job Posting 102336

Shelter Direct Service Manager
Toronto Metro area
closes in 22 days (Thu, 8 Aug)
full time  •  dependent on experience

July 2024

Shelter Direct Service Manager (Non-Union Position)

Full-Time Permanent

For over 50 years, Nellie’s has been providing shelter and support for marginalized women and their children in the Greater Toronto Area. We are mandated to operate programs and services for women and 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. In addition to providing shelter, our programs are designed to reduce the isolation that often comes with abuse.

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 living in the community who are homeless or at-risk of becoming homeless.

Nellie’s is currently looking to hire a Shelter Direct Service Manager to provide daily support in the operation of the Shelter team, including in the areas of Front-Line Service, Administration and Client Services. The Shelter Manager ensures that staff members from the team have adequate resources and support to deliver client-centred services from a feminist, anti-racism/anti-oppression framework. This position will manage the day-to-day activities of all the Shelter Workers, including Reliefs, Part-Time, Student Placements and Volunteers, etc.

Nellie’s is committed to the development of 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 who identify as femme or female-presenting. Applications from equity-seeking groups are strongly encouraged.



Operations & Program Support

  • Provide effective management of day-to-day operations of Shelter Services
  • Support the case management process to ensure successful outcomes for clients and respond to crises as needed
  • Directly supervise staff to ensure efficient running of outreach programs
  • Working with the Program Director or her designate, assists in the development and delivery of long- and short-term Shelter Program goals and policies for Nellies in compliance with funders and strategic directions
  • In consultation with the Program Director or her designate, develop new programs and services for women & children in the shelter, to meet demographic shifts
  • Oversee program activities
  • Ensure data collection is collected for reporting
  • Provide program and service information as needed to aid in fund development
  • Monitor, manage and respond to community relations and inquiries

Supervisory Support to Staff Team

  • Participate in the hiring, training and supervision of new employees, placement students and volunteer orientations
  • Provide support & training opportunities to the staff team
  • Conduct regular staff supervision, annual performance evaluation, and develop individual annual learning goal
  • Maintain and organize all staff supervision files
  • Provide guidance and support to staff, volunteers and placement students
  • Establish a good communication system between management and the staff team
  • Assist in the development of a professional growth and development program
  • Facilitation of mediation between staff conflict

Community Relations & Sector Liaison

  • Participate in sectoral tables to represent Nellie’s in advocacy and system change
  • Promotion of Nellie’s Shelter program
  • Liaise with community partners in establishing and maintaining a good relationship

Administrative Support

  • Manage shelter expenses and reconciliation of petty cash according to financial budget
  • Manage PNA distribution and reconciliation
  • Provide assistance with preparation of correspondence, documents, reports and minutes pertaining to Nellie’s
  • Responsible for ensuring document binders for Nellies are updated
  • Ensure program statistics are prepared and submitted to the Program Director or her designate on a monthly basis
  • Responsible for program reporting to funders as per funding contracts
  • Maintain good operational systems to keep track of program supports, activities and stats.
  • Ensure data are collected and updated
  • Work along with the Facility Supervisor to ensure that health & safety guidelines comply with all program participants and staff members
  • Attend staff meetings and meetings as required.
  • Complete incident report when it happens to the Program Director or her designate.
  • Fill in WSIB forms when needed.

Human Resources

  • Participate in the hiring of new shelter personnel
  • Approval of staff’s timecard and approve staff’s overtime and accrual on database


  • Adhere to all policies, procedures, guidelines, routines, and requirements of Nellies.
  • Manage direct reports and support their development as well as oversee the areas they hold responsibility for
  • Maintain cooperative work relationships and participate in the general operation of the agency
  • Contribute to team building at Nellie’s by attending and participating in meetings/events
  • May be assigned other responsibilities, within reason, as determined by the Program Director
  • Depending upon the requirements of Nellies, prioritizing the responsibilities outlined may be required in consultation with the Program Director


  • Complete other duties as directed by the Program Director or her designate



  • Bachelor of Social Work (BSW) and/or equivalent experience and registered with the College of Social Services and Social Workers
  • Minimum of 6 years working in the Social Services Sector and at least 6 years of experience in supervising staff
  • At least 2 years of experience in project management
  • A minimum of 7 years of progressive leadership experience in Social Services
  • Experience in and commitment to working within an anti-oppression framework
  • 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
  • Strong workshop design and facilitation skills are an asset
  • Working knowledge of the VAW sector, applicable legislation, and best practices within the sector
  • Knowledge of principles and processes for providing customer and personal services
  • Administrative and organizational skills, as well as familiarity with MS Office and Google Workspace, are strongly required
  • Develops and maintains constructive and cooperative working relationships with others
  • Flexible and adaptable; can work within an ambiguous, fast-moving environment, while also driving toward clarity and solutions; demonstrated resourcefulness in setting priorities and guiding investment in people and systems
  • Analyze information and evaluate results to choose the best solution to solve problems
  • Develop specific goals and plans to prioritize, organize, and accomplish work
  • Ability to multi-task and work well under pressure to meet deadlines
  • Ability to work independently and in a multidisciplinary team
  • Strong interpersonal communication skills and familiarity with local community organizations are essential
  • Ability to work flexible hours; position may involve evening and weekend work
  • Valid CPR/First Aid Certification
  • One of the following certifications is an asset:

CPI Certification / Mental Health & ASIST Certification / Certification in CBT


Hours: 35 hours per week

Monday to Friday, but may vary as needed (this may include evenings and weekends)

Salary: $65,000 to $70,000 dependent on experience

Date of Posting: July 8th, 2024

Deadline of Applications: August 8th, 2024


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.

Please email your application to

Only those candidates selected for the interview will be contacted. The successful candidate will be required to obtain a Police Records Check for the vulnerable sector.

Please Note: is not affiliated with and in no way endorses or vets the organization that posted this job. Any links posted within the job will take you to their external site where the same disclaimer applies.

Thanks for looking on and good luck with your job search!