Full Time Front Line Supervisor

6 months ago

Ottawa, Canada The Salvation Army Full time

A Front Line Supervisor works as part of a 5-member supervisor team scheduled over a 24/7, 7 day a week time frame in The Salvation Army’s Ottawa Booth Centre men’s hostel. Under the guidance of the Manager of Residential Services, Front Line supervisors oversee the general operations of the front desk staff, ensuring they are effectively meeting client needs as outlined in City of Ottawa Shelter Standards as well as Ottawa Booth Centre operating policies, procedures, and core values. This general supervision extends to all staff of the Ottawa Booth Centre outside of regular business hours and when required.

Working in the Shelter and directly with the staff, the Front Line Supervisor pprovides ongoing coaching and feedback to front line staff on job expectations and behaviours aimed at creating a focused, non judgmental, client centric environment. They ensure all rules and regulations are applied fairly and consistently to both staff and clients, intervening and resetting expectations when required. They will act as first point of contact for staff who have concerns or questions and will conduct regular staff check-ins to see how staff are coping, offering referrals when necessary.

This position is ‘hands-on’ and requires the Supervisor to actively participate in dealing with client overdoses, de-escalation of client issues and ensure discipline for clientele is applied fairly and consistently. At the same time, they will ensure staff are completing assigned tasks, working cohesively as a team and addressing issues that may come up. They will also liaison and work collaboratively with all City of Ottawa emergency services, City of Ottawa personal, Shield

Security, all Ottawa men’s shelters, other community partners and community members.

Front Line Supervisors will always put the safety of the staff and clients first.

**KEY RESPONSIBILITIES**:

- Understands and works in compliance with the collective agreement
- Coordinates and facilitates new hire onboarding as well as on going mandatory and non-mandatory training
- Follow up with all residential staff to ensure all HR related documents are up to date and signed
- Prepares and ensures departmental schedules and timesheets are completed accurately and on time in the Ultipro payroll system for approval by the Manager
- Conduct call outs to fill vacant shifts as per the Collective Agreement
- Participates in interviewing and hiring of residential services staff
- May assist the Manager of Residential Services in the evaluation and discipline of residential services workers
- Keeps accurate and up to date supervision notes for review

**Community Liaison**
- Represents The Salvation Army Ottawa Booth Centre by assisting in the developing and maintaining contacts with community partners, and attending regular meetings with supervisors from other shelters;
- Ensures appropriate liaison with community/outreach workers who need information from or consultation with Front Desk staff; provides Front Desk staff with the appropriate training in order for this to be accomplished

**Safety and Security**
- Ensures that all procedures, rules and guidelines for the safety and security of residents and staff are enforces impartially
- Performs rounds outside facility

**WORKING CONDITIONS**:

- This is a permanent full time position working Saturday to Tuesday - 10:30pm - 9:00am
- Will deal with angry and abusive clients
- Will encounter verbal abuse
- Will be required to deal with client overdose and other medical situations
- Will be required to walk distances inside the Ottawa Booth Centre

**QUALIFICATIONS AND EDUCATION REQUIREMENTS**:

- Relevant community college/university education in social work or related fields or equivalent work experience
- Alternative combinations of education and experience may be considered

**EXPERIENCE AND KNOWLEDGE**:

- Minimum two years effective supervisory experience,
- Minimum two years’ experience working with urban disadvantaged population
- Effective experience in working cooperatively with community resource agencies;
- Experience administering Narcan and/or Narcan training a strong asset

**SKILLS AND CAPABILITIES**:

- Strong interpersonal and leadership skills
- Effective communication skills, particularly in negotiating and advocating for client’s needs
- Ability to deescalate situations and meet people where they are at
- Good writing skills for documentation and correspondence;
- Strong computer skills including a working knowledge of Microsoft Office.
- Excellent interpersonal skills;
- Bilingualism an asset (English and French)
- Ability to undergo applicable screening and background checks successfully that are satisfactory to The Salvation Army, in its sole discretion (i.e., The Salvation Army Abuse Registry) and provide an original copy of a Background Check with vulnerable sector screening
- Ability and willingness to develop an understanding and support for the mission and purpose of The Salvat

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