Relief Front Desk Support Worker

YWCA Toronto • Toronto, ON

8d • Onsite

About The Position

The Relief Front Desk Support Worker is responsible for a welcoming and supportive reception service and works within a collaborative team to create a meaningful and relevant environment for tenants and guests within a feminist framework that includes a skilled response to and knowledge of the dynamics and effects of trauma, mental health and oppression. YWCA Elm Centre includes 300 units of permanent housing for three different resident groups: 165 units of affordable rental units for women and gender diverse people, 50 units for women and gender diverse people, women-led families and gender diverse-led families of Indigenous descent (including 10 women-led and gender diverse-led families fleeing violence) and 85 units for women and gender diverse people who are experiencing significant mental health challenges or concurrent mental health/addictions disorders. The program will provide services to the entire residential community, with a dual focus on community building and individualized supports.

Requirements

• Completion of an undergraduate university degree in a relevant field (e.g., Social Work) (Cases for Equivalence will be considered)
• Ability to use equipment relevant to the position i.e., computer, phone system, security monitoring
• 1 to 3 years directly related experience within supportive housing
• Knowledge of the Residential Tenancies Act
• Exceptional verbal and good written communication skills and strong interpersonal skills
• Knowledge and experience in de-escalating conflict
• Knowledge and experience in responding to crisis situations and de-escalating conflict
• Ability to interact in a respectful and professional manner with a diverse community of women, their families and guests within a supportive housing environment
• Experience working with diverse individuals and groups (e.g., cultural diversity, gender, abilities, religion, race, sexual orientation, etc.)
• Demonstrates knowledge of and experience working with women living with experiences of precarious housing, poverty, violence/trauma, and mental health/concurrent addictions issues
• Knowledge and experience working from an anti-oppression framework and trauma informed practices
• Knowledge of harm reduction framework
• Ability to think independently, possess good judgment, demonstrate proven problem-solving skills and effective decision-making skills
• Ability to work well under pressure, organized and detail oriented

Nice To Haves

• Completion of the Toronto Hostel Training Centre’s certificate an asset
• Knowledge and ability to communicate in a second language an asset
• Experience working in a residential setting and security operating systems an asset
• Completion of WHMIS training an asset

Responsibilities

• Greets and directs tenants, visitors, contractors and suppliers in the Elm housing program
• Receives and redirects calls from external and tenants to the appropriate staff (superintendent and property services, security, on-call, case managers, manager, community engagement staff, 911) and workers regarding repairs, and security/safety issues
• Ensures guests and delivery people entering and leaving the building sign in and out
• Handles client complaints and issues with tact and diplomacy, de-escalating the potential for conflict
• Reads and responds to entries in the security logs, referring issues to appropriate YWCA staff
• Applies knowledge of the issue of trauma and the dynamics of woman abuse to respond effectively to tenant request for support
• Schedules tenant booking of elevators for move ins, move outs and deliveries (furniture)
• Monitors activities in and around the building via video surveillance
• Reports all disturbances, vandalism or other emergencies to the supervisor, filling out an incident report as required
• Performs other duties, as required

Benefits

• YWCA Toronto transforms lives. As the city’s largest multi-service women’s organization, we help women and gender diverse people escape violence, move out of poverty and access safe, affordable housing.
• We work tenaciously to break down barriers that hold women and gender diverse people back from achieving equality.
• In accordance with YWCA Toronto’s COVID-19 Vaccination Policy, all YWCA Toronto employees, students and volunteers are strongly encouraged to obtain all COVID-19 vaccinations and booster doses as recommended by Toronto Public Health
• YWCA Toronto promotes the principles of anti-oppression and adheres to the tenets of the Ontario Human Rights Code. We encourage applications from women and gender-diverse people of all races, ethnic origins, religions, abilities and sexual orientations.
• YWCA Toronto provides accommodation during all parts of the hiring process, upon request, to applicants with disabilities. If contacted, please advise us if you require any accommodation.
• YWCA Toronto may use AI-supported tools to assist with parts of the recruitment process; all hiring decisions are made by people and guided by our commitment to equity and fairness.
• YWCA Toronto is a Scent-Sensitive Workplace.

What This Job Offers

• Career Level: Mid Level