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Resident Services Worker

2 months ago

Toronto, Ontario, Canada The Redwood Full time

Resident Services Worker
The Redwood assists women and children to live and thrive free from abuse, homelessness, and poverty.


Core services include a 35-bed emergency shelter, 24/7 access to counsellors through text, live chat and telephone crisis lines, employment initiatives to help survivors become economically self-sufficient, and anti-violence intervention and prevention counselling that Redwood caseworkers bring directly to survivors living in neighbourhoods all over the GTA.


As an organization, we demonstrate our commitment to our mission by working from a client-centered, feminist, anti-racist and anti-oppression framework.

We are committed to social change through learning, collaboration, and advocacy.

The Redwood was first able to open its doors to the shelter in 1993 thanks to a group of local volunteers
- friends and neighbours in Parkdale High Park


Working under the direction of the Resident Services Manager, this role is responsible for providing crisis prevention, intervention and support services to women and their children under care at The Redwood.

The main responsibilities include intake, crisis prevention and intervention, maintaining safety protocol and record-keeping, advocacy, education and team building.

Duties and Responsibilities

  • Assessing crisis line callers, including provision of crisis counselling, to determine service need and delivery.
  • Participating in the delivery and counselling services of as needed.
  • Assessing and reporting women and children's immediate health and safety issues through completion of the Intake Interview.
  • Completing the appropriate documentation for funding requirements as required.
  • Educating newcoming residents to The Redwood shelter environment and with other clients.
  • Presenting the shelter guidelines and procedures and obtaining written agreement to abide by them from newcoming and existing clients.
  • Assigning the appropriate cultural interpretation service to facilitate the effective communication between staff and clients.
  • Maintaining contact with each woman daily to ensure her safety and that of her children.
  • Completing Case Management documentation as required or requested.
  • Clearly articulating and modeling the shelter's conflict resolution procedure to assist clients in solving issues as they arise.
  • Encouraging clients to be active in decisionmaking for case management, dealing with challenges related to communal living and changes.
  • Assessing and deescalating potential or actual crisis situations to maintain safety for clients and staff at all times.
  • Accompanying clients on agency visits as required.
  • Designing, organizing and facilitating workshops in the shelter and in the community as requested or required.
  • Assisting in the development of safety, departure and closure plans for clients leaving the Redwood's services.
  • Providing follow up information and referrals as required.
  • Completing program evaluation processes and forms as required.
  • Documenting all appropriate records, forms, logs and appointments as required.
  • Providing appropriate notification to Children's Aid Society and police to ensure safety of clients and staff when necessary.
  • Conducting nightly security checks to ensure physical safety of clients, staff and facility.
  • Monitoring proper utilization of appliances and equipment to ensure safety and upkeep.
  • Monitoring and/or carries out meal preparation, food storage and garbage disposal to maintain hygiene and sanitation standards.
  • Maintaining confidentiality regarding all client files, records and information.
  • Identifying problems or crises to the supervisor(s) to obtain guidance and/ or direction.
  • Attends case management meetings and weekly counsellor's huddle.
  • All other errands as necessary and relevant to the department.
  • Postsecondary education and experience in a field related to social services.
  • Experience providing support in the violence against women (VAW) sector.
  • Training and practical experience in crisis intervention, counselling and case management.
  • Strong problemsolving, options exploration and conflict resolution skills.
  • Solid understanding of and experience working within an antiracism and antioppression framework with diverse communities.
  • Sound knowledge of community and social networks.
  • The ability to effectively and efficiently handle multiple and competing priorities daily.
  • Strong oral and written communication skills.
  • Standard First Aid/CPR certification.
  • Ability to work shifts that may include evening and weekend hours.
  • Computer literacy.
  • Second language an asset.
  • A policerecord check or vulnerable sector check is required.
  • Must have the ability to lift 20 lbs.

Working Conditions:

  • Works extensively at a desk using a computer up to 8 hours in a working day.
  • Works in a standard shared office environment.
  • Report inperson at The Redwood office.

Reports to:
Manager of Resident Services