Who We Are For more than 130 years, The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church, each year we help more than 2 million people, providing necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging needs and live out our mission, vision and values of hope, service, dignity and stewardship. As a faith- and values-based organization, we hire and serve people of all backgrounds and walks of life - there is a place for everyone to belong here. Mission Statement The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world. Job Description: Position Purpose summary: The Front Desk Lead provides direction, support and coaching (including corrective action) to Direct Support Workers during the shift. They provide supervision of residents and maintains the safety and security of the facility and everyone living in it. They direct the team and ensure operations are efficient, safe, and secure. The Front Desk Lead shall ensure residents safety while interacting in a positive, supportive manner. They will be involved with residents in the establishment and maintenance of a therapeutic relationship and the care plan process with the goal of facilitating the residents transition into appropriate housing. Accountabilities: Resident Care and Support: Develops and maintains a strong therapeutic relationship with clients that access Crossroads to ensure effective intervention. Utilizes the environment in assessing, teaching, and supporting residents around issues such as problem-solving and conflict resolution. Participates in implementation of case plans in consultation with caseworkers. Reports to Caseworker client progress, changes and/or regression in the client’s status. Completes duties, reports, and logs as per shift description. Encourages residents to develop a community-based support networks, in conjunction with the Case Management team. Ensures that medications are dispensed properly and accurately to residents Assumes delegated responsibility for the facility when assigned (after working hours). Maintains the safety and security needs of the residents through engagement, supervision and monitoring. Completes all documentation regarding client safety, incident reports, fire safety and other serious incidents. Health & Safety: Maintains the safety and security needs of the residents through engagement, supervision, and monitoring. Deals with serious incidents and crisis in a safe and therapeutic manner. Communicate and enforce facility rules while maintaining discipline and safety. Communication and Reporting: Completes all documentation in regard to client safety, incident reports, fire safety and other serious incidents. Documents daily events, progress towards goals, and any significant occurrences. Maintains strictest confidentiality regarding the residents, their issues, and their concerns. Team Lead: Provide workflow coordination and directions during the shift, support and coaching (including corrective suggestions) to direct support workers during the shift. Participates as required in the evaluation and goal-setting processes of the organization. This includes providing staff feedback to the Housing Services Manager for PEAC process. Act as the first contact for clients that want to engage in the grievance process. Assist direct support workers with decision making regarding difficult client behaviors, conflict resolution and unique cases that come up. Train new staff – including updating and training existing staff with new or changing procedures. Contribute to consistency of quality of services On-call support for staff calling in sick. Be the on-site contact person for staff calling in sick. Call casuals to fill shifts as necessary. Meet regularly to complete check ins with the entire team lead group in order to ensure continuity among all front-line shifts. Initiate and complete thorough shift exchange with other leads Other Responsibilities: Work with other team leads to complete projects (updating training manuals, procedural recommendations, client feedback sessions, etc.) Participates in all team lead meetings. Presents concerns, questions, and issues in prescribed forums. Other related duties as assigned. CRITICAL RELATIONSHIP MANAGEMENT Governance Boards and Councils: None Internal: Housing Services Manager Residents Staff including Caseworkers, Direct Support Workers External: Ministry of Social Services Community Partners Health Professionals MANAGERIAL/Technical Leadership RESPONSIBILITY: Reports directly to: Housing Services Manager Direct reports for this position: none. Acts as a Team Lead for Direct Support Workers FINANCIAL AND MATERIALS MANAGEMENT: Responsible for the safekeeping of materials and equipment for own use. Does not process any financial transactions. WORKING CONDITIONS Work setting is at Crossroads. Regular travel to and from scheduled and unscheduled appointments (20% travel). Some unscheduled overtime maybe associated with this position. Works rotational shifts. The incumbent will/may work under the following disagreeable conditions: Dealing with angry and highly emotional residents and their families. May encounter verbal abuse. May involve responding to first aid incidents including overdoses. May be required to perform emergency physical restraints on residents who present a risk of harm to themselves or others. May involve bending, stretching, reaching, and climbing Minimal opportunities for rest breaks may occur during the shift. Driving program van/vehicle under stressful and less than ideal circumstances. May involve sitting, standing, walking for long periods of time. Exposure to both hot and cold outdoor environments when doing programming with youth. Ability to lift to 20 pounds. The above responsibilities must be performed in keeping with The Salvation Army’s Mission, Vision and Values, in a professional manner, upholding our code of conduct. education and experience Qualifications: Education, Qualifications and Certifications: Completion of a formal post-secondary/college diploma program of 2 academic years in Social Service Work, and/or Childcare CPR First Aid (C)Non-Violent Crisis Intervention Certificate or willingness to obtain Therapeutic Crisis Intervention (TCI) Certificate – training will be provided if necessary Current Drivers license and driving abstract ASIST Alternative combinations of education and experience may be considered. Experience and Skilled Knowledge Requirements More than 1 year of prior related experience in a residential setting working with marginalized clientele. Experience working within the field of Mental Health and Addictions is preferred Demonstrated experience with Microsoft Office, internet, and keyboarding. Demonstrated understanding of the Behaviour Based Model. Develop an understanding and support for the mission and purpose of The Salvation Army in Canada and its implications as related to position responsibilities. Skills and Capabilities: Strong sense of integrity and confidentiality with professional ethics and a balanced sense of fairness and flexibility. Strong understanding of professional boundaries when working with a vulnerable population. Strong listening, written and verbal communication skills – clear and simple to understand. Able to proactively recognize potential risks, conflicts, and issues, respond with solutions and coaching. Attention to detail, problem solving and analytical skills. Patience and ability to deescalate situations. Ability to coach and provide constructive feedback. Ability to make decisions within established framework while understanding the impact decisions will have on programming as well as programs around them. Ability and willingness to respect, promote, and support the mission, vision, and values of TSA and develop an understanding of the purpose of the Salvation Army in Canada and its implication as related to position responsibilities. Ability to organize and prioritize multiple tasks in a fast-paced environment. Strong interpersonal and motivational skills. Attentive listening skills for the purpose of supervision, coaching, and conflict resolution. Demonstrates effective interpersonal and communication skills and the ability to deal with internal and external contacts at all levels of the organization in a professional manner. Ability to develop and maintain a team environment; work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness. Demonstrated ability to take initiative, be reliable and operate in an environment of accountability. Understands the dynamics of resident’s behaviour with the ability to assess their needs and risks. Ability to demonstrate understanding of and empathy toward cultural differences. Compensation: The target hiring range for this position is $20.75 to $25.94 with a maximum of $31.13. Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role. The Salvation Army will provide reasonable accommodation upon request. Please email Recruitment.Accommodations@salvationarmy.ca if you have a need for any accommodation and we will be pleased to discuss this with you. Our employees are motivated by the fulfillment and meaning they experience as they serve people in need across Canada and Bermuda. Whether at the front-lines or in a support role, as part of our team you’ll work alongside a diverse and skilled group of purpose-driven professionals, empowered to provide exceptional service. We deeply value the relationships we build in the workplace, as well as the opportunities given to us such as the potential to experience flexibility at work, receive health and dental benefits, paid vacation and sick time, RRSP’s, as well as to expand our skills and advance our careers as together we build a culture of continuous learning and growth. If you're looking for a career that allows you to find meaning, make an impact, and one that challenges you to grow and become the best version of yourself, join our dynamic team. There is a place for everyone to belong at The Salvation Army.
