Intake Supervisor

1 month ago

Vancouver, Canada Shelter Movers Full time

**WHO ARE WE?**

Shelter Movers is a national, volunteer-powered charitable organization providing moving and storage services at no cost to individuals and families fleeing abuse. We collaborate with local businesses and community agencies to support people, primarily women and children, as they transition to a life free of violence. Every year, in collaboration with community partners, our volunteer teams contribute over 31,000 hours to support people transitioning to lives free of violence and abuse.

Working at Shelter Movers means creating a meaningful impact for families experiencing abuse. It also means showing allyship and playing a tangible role in breaking the cycle of gender-based violence in Canada. We are growing and looking to add caring, compassionate, competent people to join our team.

**PURPOSE OF YOUR ROLE**

The Intake Supervisor reports directly to the local Operations Manager. This role involves training, supervising, and supporting a team of volunteer Intake Coordinators (IC) to ensure smooth day-to-day operations. Responsibilities include managing relationships with referral agencies, maintaining an updated Referral Agency Database, and assisting with onboarding new partners. The position also requires covering intake shifts, reviewing intake logs, and coordinating schedules in alignment with the chapter’s capacity. Oversight of the Storage Waitlist, leading regular team meetings to improve processes and collaboration, conducting data analysis, and facilitating drop-in sessions for referral agencies are integral aspects of this role.

**YOUR FOCUS**

**_Leadership (~25%)_**
- Lead, manage, and assign tasks to a team of volunteer Move Coordinators (MCs) to ensure the successful planning and execution of safe and efficient moves.
- Train, Supervise and support volunteer Intake Coordinators (ICs) team.
- Chair Regular IC team meetings to announce new changes to processes, as well as share ideas and hear from the MCs about their experience.
- Manage intake calendar to ensure moves are being scheduled in accordance with Chapter's capacity (consult with Operations Manager & MCS).
- Collaborate with other internal teams, such as Volunteer Services.
- Assist in planning, and attend volunteer awareness and recognition events.

**_Partner Relationship Management (~25%)_**
- Manage referral agency relationships on a day-to-day basis, ensure Referral Agency Database is kept up to date on a monthly basis.
- Support onboarding, training, and maintenance of new referral agency partnerships.
- Manage the Storage Waitlist - ensure to update Storage Tracker as clients move on/off the waitlist and communicate the status of the storage waitlist to the Intake Coordinators, Operations Manager and Move Coordination Supervisors.
- Facilitate regular drop-in sessions for referral agencies, providing updates on services and addressing concerns.
- Develop and maintain educational materials for referral partners, including FAQs and quick reference guides.
- Implement a feedback loop with referral agencies to continuously improve the referral process.

**_Intake Coordination (~25%)_**
- Provide coverage if there are gaps in volunteer coverage.

**_Quality Assurance (~25%)_**
- Review the Intake Log on a daily basis to ensure: proper response time, thoroughness with responses to the intake form (particularly the list of belongings and safety information), and that flexibility around move date was requested.
- Conduct data analysis tasks, including compiling data on referrals received from each agency, analyzing types of referrals and their outcomes, and identifying trends for improvement.

**SKILLS YOU WILL NEED**
- Experience **leading and managing teams**, with the ability to coordinate multiple tasks and ensure smooth operations.
- Strong skills in **training and developing team** members, with the ability to provide guidance and supervision, particularly in high-stakes or complex situations.
- Excellent **verbal and written communication skills**, with the ability to resolve issues, provide support, and communicate clearly across various channels.
- Strong **organizational and time-management skills** to ensure timely completion of tasks, accurate documentation, and efficient coordination of schedules.
- Ability to think on your feet, solve problems, and make informed decisions in **fast-paced or changing environments**.
- Experience in overseeing and **improving operational processes**, ensuring accuracy, and facilitating team collaboration.
- Comfortable using **digital tools** and platforms to track, manage, and coordinate tasks, schedules, and communications.
- **Ability to travel** to various locations in and around the GTA.
- **Preference to be able to drive, or to have access to alternative transportation methods.**

**EXTRA USEFUL SKILLS THAT YOU MAY HAVE**
- Knowledge of the Gender Based Violence sector, specifically women’s shelters, is an asset.
- Advanced understanding and interest in gen

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