Job Description

Job summary

The Operations Supervisor-ensures the smooth operation of the shelter and provides supervisory coverage to CMHA's other 24-hour sites during evenings and weekends. This position offers frontline leadership, staff support, and client support services in alignment with agency policies and values. The role ensures continuity of care and across multiple sites during times when senior leadership may not be present.

Duties and Responsibilities

Evening & Weekend Operations

Oversees agency operations during evenings and weekends, ensuring a safe and supportive environment.

Provides supervisory support to Jubilee Place and Jubilee House staff, including lone worker monitoring and shift check-ins.

Acts as the lead decision-maker across CMHA locations in the absence of management.

Responds promptly to facility issues, behavioral incidents, and client needs, coordinating support across sites as needed.

Staff Supervision & Support

Provides direct supervision and support to frontline shelter staff on shift.

Facilitates shift changeovers with clear communication of updates and concerns.

Assists in managing shift coverage for all sites, calling in relief staff when needed.

Coaches and supports staff through de-escalation, crisis response, and policy enforcement.

Mentors and supports evening shift employees at all three sites, offering guidance and assistance during emergencies or staffing shortages.

Communicates critical issues or incidents to day-shift managers at all sites.

Client Services & Safety

Upholds shelter rules and addresses policy violations with fairness and consistency.

Ensures guest concerns are addressed compassionately and logged accurately.

Conducts client intakes when needed and ensures clear communication of program expectations.

Provides immediate support during emergencies or critical incidents across sites, ensuring protocols are followed.

Administrative Tasks

Reviews and completes incident reports, shift logs, and shelter documentation.

Supports the entry of program data into appropriate databases or systems.

Keeps Managers informed of serious issues, emerging trends, or service gaps.

Participates in regular supervision meetings, trainings, and team debriefs.

Ensures accuracy and completeness of shift logs and reports across sites.

Escalates unresolved issues or required follow-ups to site managers.

Keeps program managers informed of serious issues, emerging trends, or service gaps.

Community and Shelter Support

Maintains a visible and approachable presence within the shelter during shift.

Supports the overall cleanliness, security, and orderliness of the facility.

Acts as a liaison to emergency responders, security personnel, and community partners during off-hours.

Provides accurate handover reports to ensure continuity across shifts.

Any other related duties

Qualifications

Education:

Diploma in a related field such as social work, psychology, or community services, or equivalent combination of experience and training.

Experience:

At least 1-2 years of experience in a shelter or supportive housing environment.

Demonstrated ability to handle crisis situations and work with individuals facing complex barriers (e.g., homelessness, mental health, substance use).

Previous leadership, supervisory, or team lead experience is a strong asset.

Skills & Abilities:

Excellent communication and conflict resolution skills.

Skilled in trauma-informed and harm-reduction approaches.

Proficient in using computer systems for reporting and scheduling.

Comfortable working independently and making sound decisions under pressure.

Understanding of health and safety protocols and emergency response practices.

Conditions of Employment

Ability to work a consistent Wednesday-Sunday evening schedule.

Obtain and maintain an approved Criminal Record Check.

Valid Class 5 driver's license and access to a reliable vehicle.

Signed agreement to the agency's Code of Conduct, Confidentiality, and Conflict of Interest policies.

Job Types: Full-time, Permanent

Pay: $30.75-$35.29 per hour

Work Location: In person