Wardlaw Frontline Worker

Summary:

The new Wardlaw Residences is building its team in preparation for opening in November with the goal of staggered move-ins throughout December 2026. We are looking for compassionate, dependable and professional frontline workers to join our supportive housing team. The successful candidates contribute to a safe, respectful and welcoming environment for tenants by providing frontline supervision, support and engagement during the evening shift (4:00pm to 12:00am).

The Frontline Worker is responsible for supervising and engaging with tenants while on shift, working effectively with colleagues and following all procedures and policies in an effort to maintain a safe environment for staff and tenants. You will be required to address tenants’ needs in a timely manner, conduct and document hourly facility/safety checks, support conflict resolution, crisis de-escalation and ensure policies, procedures and house rules are followed. There will also be administrative duties such as answering the telephone, completing reports and updating logs, perform fire drill and other safety procedures etc. You are expected to be a positive role model and develop productive and professional relationships with tenants, using trauma-informed care tactics, and encourage each to reach their potential. To best serve our tenants it is important to work as a cooperative and supportive team member with Case Managers, Leadership, Relief and Agency Staff. Must be able to communicate effectively demonstrate patience and sound judgement and remain calm and professional in challenging situations.

Company Description

Wardlaw Residences, commonly referred to as “Wardlaw,” is a new mixed-tenant supportive housing residence comprising of 51 units, 15 of which are barrier-free, across four storeys. Wardlaw was created as a “made-in-Rexdale” solution to the housing crisis in the Rexdale community.

Approximately half of Wardlaw’s tenants are seniors. The remaining residents include youth aged 18 to 24, adults, and newcomers of various ages. All tenants have experienced homelessness and have typically transitioned from shelters or unsheltered living situations before moving into Wardlaw. Many residents, particularly seniors and those with complex support needs, may consider Wardlaw their permanent home. For others, Wardlaw provides stable, long-term housing until they are ready to transition to the next stage of their lives.

Programming will provide individualized supports that promote housing stability, independence, dignity and meaningful community connection. Supports include case management, housing stabilization. resident engagement, life-skills development, community programming and connections to health, social, employment and other community services tailored to each resident’s unique needs, goals and circumstances.

Our goal is simple: to provide safe housing, meaningful support and opportunities for every resident to thrive with dignity, choice, connection and independence.

Key Responsibilities

Tenant Relationships

• Conduct all interactions with tenants in manner that imparts dignity, respect and understanding.
• Always exercise trauma-informed care and anti-oppressive practices when interacting with tenants, visitors and colleagues.
• Develop positive, productive, professional relationships with the tenants.
• Encourage and inspire tenants to achieve their potential.
• Be a positive role model for the tenants in all related activities.
• Ensure all tenants are given the opportunity to evaluate the services available and tenants’ complaints are listened to and taken seriously.

Move-ins and Move-outs

• Support intake of new tenants in accordance with policies, procedures and program requirements.
• Welcome new tenants, provide orientation to the facility and explain relevant house rules, safety procedures, available services and community expectations.
• Confirm and document required move-in and move-out documentation forms, consent, identification and other records.
• Identify safety, health and accessibility/support needs and communicate to case management staff.
• Support move-out process as per policy and procedures.

Tenant Supervision and Engagement

• Provide all tenants with appropriate support through check-ins, supervision and follow up.
• Maintain a visible and approachable presence throughout the facility, promoting a safe, welcoming and respectful environment.
• Respond