About the Job
Position Summary:
Reporting to the Director of Congregate and Emergency Housing, the Manager, Surveyor Shelter and Mobile Crisis Program Emergency Overflow Program [EG1] provides leadership and daily operations at a youth, family, single adult or couple emergency shelter. This role ensures the provision of safe, supportive, and dignified services to individuals and families experiencing homelessness.
The main responsibilities include hiring, motivating, and supporting staff/client’s wellbeing, establishing, reviewing, and maintaining the program’s service delivery outcomes, and encouraging positive change/innovation in their teams.
They are responsible for a large team of professionals in a 24/7 environment. The individual ensures strategic goals, funding requirements, program objectives established are translated into practical action and relationships are maximized between clients, employees, and community partners.
Duties and Responsibilities:
Program Operations
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Vulnerable Screening sector check
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Provide overall day-to-day operational leadership for shelter, motel, mobile, and community-based family support services, ensuring services are safe, responsive, consistent, welcoming, family-centred, and aligned with organizational expectations.
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Operationalize policies, procedures, standards, and best practices that align with Housing First, trauma-informed care, harm reduction, family-centred practice, anti-oppressive practice, accessibility, EDI principles, and shelter management best practices.
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Manage the program budget and all vendors and 3rd-party support services
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Ensure timely and effective delivery of coordinated intake, admission, assessment, placement, service planning, transition planning, and discharge processes for families accessing shelter, motel, or temporary accommodation supports.
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Monitor shelter, motel, and community-based service environments through regular communication, site visits, documentation review, and follow-up to ensure accommodations and services are safe, clean, family-friendly, culturally responsive, and responsive family needs.
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Support after-hours escalation, consultation, and decision-making to address urgent operational issues, safety concerns, staffing matters, or family service needs
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Monitor program performance, service delivery targets, workloads, staffing levels, length of stay, housing outcomes, transition timelines, assessment completion, referrals made, client feedback, incident trends, and community support connections.
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Use data, research, evaluation findings, client feedback, staff input, partner feedback, and service utilization trends to identify gaps, implement evidence-based practices, support quality improvement, and strengthen program outcomes.
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Lead program planning, implementation, and change management activities, including staffing plans, training plans, operational setup, workflow development, communication strategies, launch planning, risk mitigation, and ongoing improvement of service models.
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Develop clear, practical, and measurable workplans to accomplish shared objectives, support team alignment, track progress, identify barriers, and adjust priorities based on emerging operational needs.
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Identify, assess, and communicate operational risks, service gaps, resource pressures, and emerging trends, and recommend practical solutions that support client safety, staff wellbeing, program sustainability, and service excellence.
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Advance equity and inclusion within program operations by reviewing practices for unintended barriers, supporting accessible communication, promoting fair and consistent decision-making, and encouraging staff to apply anti-racist, anti-oppressive, and culturally safe approaches
Staff Leadership
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Manage, supervise, coach, mentor, onboard, train, and support frontline staff, Family Support Workers, relief staff, and on-call coverage to promote professional practice, accountability, teamwork, and service continuity.
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Support staff scheduling, coverage planning, workload distribution, attendance monitoring, performance conversations, conflict resolution, and team communication to support reliable program operations.
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Promote staff development by identifying training needs, facilitating learning opportunities, supporting reflective practice, reinforcing policy expectations, and encouraging consistent use of trauma-informed, culturally responsive, and client-centred approaches.
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Create and maintain an inclusive, respectful, and psychologically safe workplace through an equity, diversity, and inclusion lens, ensuring staff, clients, families, and partners experience dignity, belonging, cultural humility, and equitable access to services.
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Model professionalism, ethical decision-making, accountability, clear communication, inclusive practice, problem-solving, and commitment to quality care and service delivery.
Client and Family Support
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Oversee timely completion of risk and safety, housing, family needs, child and youth needs assessments, health and wellness, and income and financial reviews, and other required service documentation.
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Ensure families receive housing-focused case management, stabilization support, basic needs coordination, transportation planning, system navigation, advocacy, referrals, and connections to appropriate community, resources.
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Lead staff in responding to crises, emergencies, complex family situations, safety concerns, family conflict, health needs, housing barriers, financial hardship, child and youth wellbeing concerns, and other urgent service needs using sound judgement and appropriate escalation processes.
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Ensure client and family voice is considered in service planning, quality improvement, program evaluation, and service adjustments, with attention to barriers related to culture, language, disability, family composition, immigration status, poverty, racism, gender identity, and other intersecting identities.
Community and System Leadership
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Coordinate with Region of Peel staff, Surveyor Family Shelter intake teams, shelter providers, motel partners, health providers, school and child and youth services, community agencies, and other stakeholders to support integrated service delivery and seamless referrals.
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Act as a liaison among staff, clients, families, community partners, funders, regional service providers, and other stakeholders to address service barriers, resolve concerns, strengthen collaboration, and ensure shared goals are achieved.
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Participate in external committees, inter-agency meetings, community tables, and regional planning discussions as required to represent the program, share operational insights, build partnerships, and support coordinated service responses
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Collaborate with community partners, service providers, and community organizations to reduce service duplication, address client needs, improve the client experience, and promote housing stability for families.
Administrative Responsibilities
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Ensure appropriate records are created, maintained, reviewed, and stored in accordance with agency standards, including case notes, assessments, referrals, service plans, incident reports, statistical information, outcome tracking, reports, updates, and briefing materials.
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Prepare and contribute to reports, presentations, funding updates, briefing notes, operational summaries, risk updates, quality improvement plans, and other materials related to program performance, staffing, outcomes, challenges, and recommendations.
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Ensure compliance with organizational policies and procedures, funder requirements, privacy and confidentiality obligations, documentation standards, health and safety requirements, infection prevention and control practices, and regional homelessness response priorities.
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Maintain effective communication with senior leadership regarding program operations, staffing pressures, critical incidents, emerging risks, community trends, service outcomes, and recommended improvements.
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Demonstrate a strong commitment to SHIP’s Vision, Mission, and Values while performing additional duties as required or delegated within the scope of the management role.
Qualifications:
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Post-secondary education in Social Work, Social Services, Health Services, or equivalent
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2+ years Supervising and/or Managing employees
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5+ years Supporting the homeless population
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Demonstrated experience in project management, communication, leadership, crisis management
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Strong knowledge of Housing First Principles
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Experience, knowledgeable and comfortable with Harm Reduction Principles
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Experience working with families experiencing or at risk of homelessness
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Ability to apply principles of housing first principles approach in day to day work and interactions with clients
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Knowledge and commitment to the values of psychosocial rehabilitation and recovery oriented practices
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Knowledge of psychiatric symptomology, medication, and suicide assessment and intervention
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Expertise in collaboration with healthcare services
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Experience and sensitivity in dealing with members of different cultural and racial backgrounds, including visible and invisible dimensions of diversity
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Excellent verbal/written communication and interpersonal skills
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Strong analytical and organizational skills
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Demonstrated ability to work without direct supervision in a team environment
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Proficient in MS Suite (Word, Excel, Power Point and Outlook)
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A vehicle, valid driver’s license, and adequate insurance coverage
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Valid Certification in First Aid & CPR
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Training in ASIST and CPI
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Vulnerable Screening sector check
Working Conditions and Physical Requirements:
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Day shifts (Monday – Friday) with the ability to work excess/overtime hours where required
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Able to work well with internal and external clients
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Able to drive, walk (site locations) regularly
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Able to sit for prolonged periods of time
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Staff will work in an environment designed to accommodate animals of various sizes and temperaments, and must be comfortable performing duties in a pet-controlled setting with exposure to noise, fur, and unpredictable animal behavior
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Staff may be required to administer naloxone in response to suspected opioid overdoses, and must complete appropriate training to recognize overdose symptoms, safely administer naloxone via nasal spray or injection, and follow emergency protocols including contacting emergency services. Staff receive training within the first eight weeks of employment
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Able to answer and communicate telephone calls and general computer use
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Computer screen use (multiple screens if applicable) for prolonged periods of time
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Able to lift up to 20lbs (product, documents, etc.)
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Travel by vehicle to community sites for client support as required
Reporting Function:
The Manager reports to the Director of Congregate and Emergency Housing. They are responsible for overseeing and managing program staff and have the authority to manage accordingly. They work with both internal and external partners and interact with all levels within the organization.
They are a support system, resource, and an advocator for the team and organization.
Ship Values:
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Compassion, Hope, Inclusive, Respect, Professional
About Us
Services and Housing In the Province (SHIP) is a Provincial leader in the broader public sector that builds strategic partnerships and programs that support the fundamental rights for Housing and Health Services throughout the Peel Region, Dufferin County, Region of Waterloo and surrounding areas.
Our commitment to increase quality of life through health services and housing supports that promote mental and physical health and wellness is at the forefront of every employee we hire. We value compassion, hope, inclusiveness, respect, and professionalism.
Our organization has supported the region for over 35 years and employs over 550 passionately engaged employees ranging from office administration, nurses, and service health specialists to housing specialists all dedicated to the community, clients, and families.
Accessibility
“SHIP strives to be equitable and inclusive in all that we do. Equity is a core value, and we are committed to providing an inclusive selection process. We encourage applicants from equity deserving communities including women, Black, Indigenous, other racialized groups, 2SLGBTQ+ persons, individuals with disabilities and others who will contribute to and enrich the organization and its values. We are committed to inclusive, barrier-free recruitment, selection processes, and work environments. Please advise the People and Culture Department of any accommodations needed in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code to ensure you have access to a fair and equitable process”.
Application Instructions
Interested candidates are encouraged to apply before August 3rd, 2026.
Why Work For Us?
Work-Life Balance
SHIP believes a healthy work-life balance is essential for both professional success and personal well-being. We strive to create a company culture that values and supports the well-being of our employees, while also pushing innovation in our organization
Our Vision
Quality Housing, Quality Services, Quality Lives
Our Mission
To increase quality of life through health services and housing supports that promote mental and physical health and wellness
Our Culture
Leader and innovative partner in the community. Our programs welcome employees into our caring, compassionate, and innovative culture. We listen; we know what it means, and why it matters.
Our Commitment
People are at the forefront of our success. Below are just a few ways our full-time permanent staff have personal and professional success:
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Competitive Salaries with Annual Performance Reviews
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Comprehensive Health Plans
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Group RRSP (5% Employer Contributions)
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12 Paid Health, Wellness, and Sick Days
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10 Paid Vacation Days
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3 Paid Personal/Floating Holidays
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Generous Parental and Family Leave
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Learning and Development Opportunities
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Travel Allowances
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Employee Assistance Program
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Company Culture to be Proud of
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Possibility to Create a Real Impact
35+ Years focused on Clients, Tenants, Staff, and Families
5,000+ Clients and Residents served annually
20+ Programs and Service offerings in Southern Ontario
500+ Dedicated, Respectful, Compassionate and Professional Employees
