Job Description

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Key Responsibilities:

Supervise, coach, and mentor frontline staff. Conduct performance check-ins and escalate HR issues as needed. Support onboarding and orientation of new staff. Monitor daily operations for safety and quality. Provide decision-making support for complex client situations. Provide guidance and support to staff during client crises, ensuring trauma-informed and safety-focused responses. Support staff development by identifying training needs and encouraging skill-building opportunities. Participate in on-call rotation and provide emergency coverage. Collaborate with Operations Manager to align program goals.
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Operational Oversight & Compliance:

Ensure program operations run smoothly and meet internal standards. Support documentation, scheduling, and reporting processes. Coordinate logistics and supplies within established guidelines. Escalate issues or trends to the Operations Manager as needed.
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Qualifications & Skills:

Diploma or degree in Social Work, Human Services, or a related field (equivalencies considered). Supervisory or leadership experience (3+ years) in shelter or residential settings is considered an asset. Demonstrated ability to lead, coach, and support staff in a trauma-informed, team-oriented environment. Strong interpersonal and communication skills, with emotional intelligence and professionalism in both internal and external interactions. Knowledge of trauma-informed, person-centered care and gender-based violence. Familiarity with crisis intervention, harm reduction, and Housing First principles. Ability to work independently and collaboratively within a multidisciplinary team. Strong organizational and decision-making skills. Availability to work occasional evening, overnight, or weekend shifts (average once per month) to support staff across all hours and maintain program oversight. Commitment to representing YWCA respectfully and professionally in community and external engagements, including a supportive presence at YWCA events as appropriate. Commitment to facilitating a positive workplace culture by leading through example.
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Certifications & Requirements:

Standard First Aid - Level C with AED Suicide Prevention/Intervention training Certification in Danger Assessment (or willingness to obtain) Clear Criminal Record Check and Child Intervention Record Check Valid Driver's License and current Driver's Abstract Minimum $2 million liability insurance on personal vehicle
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Experience

Required3 year(s): Supervisory or leadership experience (3+ years) in shelter or residential settings is considered an asset.
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Education

PreferredCollege Diploma or better in Human Services or related field Bachelor's degree or better in Human Services or related field College Diploma or better in Social Work or related field Bachelor's degree or better in Social Work or related field
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Licenses & Certifications

PreferredSuicide Prevention Cert First Aid and CPR Level-C Drivers License-3yrs Exp
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Skills

PreferredSensitivity to cultural diversity Proficient in English Conflict Management Strong organizational skills Oral and Written Communication Microsoft 365 Business Suite Critical Thinking Ability to exercise good judgement Ability to work harmoniously with others
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Behaviors

PreferredDedicated: Devoted to a task or purpose with loyalty or integrity Team Player: Works well as a member of a group Innovative: Consistently introduces new ideas and demonstrates original thinking Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well Leader: Inspires teammates to follow them
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Motivations

PreferredSelf-Starter: Inspired to perform without outside help * Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization