Drop-in Program Supervisor

**Please note that there are two openings for this role - an Evening (5pm-12:30am) and an Overnight (11:30pm - 7am) position.**

**Job Summary**

This role is significant in its approach: stronger in-person supports for participants through program delivery and file management while connecting participants to all WISH programming and community allies. This position requires a strong understanding of all programs and services that operate at WISH, communication (verbal and written) and time management between programs. The Drop-In Centre Supervisor will work collaboratively with the WISH team: all levels of staff, volunteers and programs/services onsite.

**About WISH**

**Job Duties / Key Responsibilities**
- Work in a team of Program Coordinators and Facilitators (internal or external) to make collective decisions on shift
- Responsible for callouts in the event a member of the team is absent; responsible for confirming a full complement of staff for the shift.
- Maintain up-to-date referral materials.
- Ensure equal access to Drop-In services to all vetted participants in a non-preferential way by performing and reviewing intake interviews when necessary.
- Oversee participant case coordination using online case management software.
- Respond to critical incidents with a trauma-informed lens by implementing immediate crisis intervention techniques that align with WISH’s vision of care.
- Participate in conflict resolution between participants; mediating conflict and creating care plans with and for participants.
- Liaise with emergency services (EMT, VPD, Fire, Mental Health emergency supports) and ensuring quick and trauma-informed emergency service delivery.
- Oversee program delivery and facilitation.
- Support the Drop-In Manager with performance management.
- Facilitate programming in collaboration the Participant Engagement Team (PET) and Drop-In Management
- Collect participant feedback and program data, report on outcomes, and work with Drop-In Management and PET to address gaps through improvements in scheduling, materials, stipends, and content.
- Assist the Drop-In Manager in training new staff
- Remain up-to-date and informed on the daily happenings of the space; reading all relevant materials (logs, incident reports) daily.
- Attend and participate in staff meetings; liaising with leadership and program staff.
- Develop and promote collaborative partnerships with other service providers, agencies and community partners.
- Oversee cleanliness and functionality of the space, addressing minor issues (e.g., bathrooms, equipment resets) and reporting repair needs to the DI and Operations Managers

**Qualifications / Requirements**
- Advanced, up to date knowledge of the Downtown Eastside community, services and resources with proven ability to navigate them
- Minimum of 3 years of experience in social services/related field especially support work or any combination of education, training, experience and lived experience.
- Minimum of 3 years' experience with program administration, file management software, data analysis and reports.
- Proficiency in crisis management and de-escalation.
- Ability to work in a fast-paced, unpredictable environment.
- A strong feminist analysis of violence against women and gender-diverse folks with an understanding of power and its intersection with gender, race, class, culture, ability, religion, sexual orientation, ethnicity, and age.
- Strong analytical and critical thinking skills, with a strong sense of initiative.
- A high level of confidentiality, discretion, and diplomacy.
- Excellent time management and organizational skills are essential.
- Strong attention to detail is required.
- Strong problem-solving abilities and capacity to work in and maintain composure during complex and sometimes challenging situations.
- Non-Violent Crisis Intervention and Trauma Informed Care training are both assets.
- **offences.)**

**Job Types**: Full-time, Fixed term contract
Contract length: 6 months

Pay: $33.27 per hour

Expected hours: 37.5 per week

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- Vision care

Application question(s):
Work Location: In person