Supervisor, Programs & Services

North York Women's Shelter•Toronto, ON

6d•Onsite

About The Position

The Supervisor, Programs and Services reports to the Executive Director and works in collaboration with the Manager, Programs and Services. This position plays an important role in enabling the effective, safe, and consistent delivery of programs and services for NYWS clients and their children through direct supervision for client-facing positions, back up support to the Manager, Programs and Services, on-call rotation support, and other tasks contributing to a high-quality, client-centered service model in a 24/7 emergency Gender-Based Violence (GBV) shelter environment. Contract Duration: This is a full-time 1-year contract position starting July 6, 2026 with the possibility of renewal. Work Location: This is a fully onsite position based out of the North York Women's Shelter. Hours of Work: Monday-Friday, 12PM - 8PM with occasional weekends and overnights.

Requirements

Completed post-secondary education in a related field such as Social Work or Social Service Work, Gender and Women Studies, Psychology, Sociology, Social Justice, Assaulted Women's and Children’s Program, or have obtained the equivalent education or experience.
A minimum of 2 years of experience in people leadership, and/or direct supervision capacity in a unionized work environment.
A minimum of 2 years of experience working in residential settings in healthcare, hospitality, or social services.
Experience and/or training in trauma-informed care, mental health, harm reduction, case management and substance use management.
Have or will be willing to obtain a satisfactory Vulnerable Sector Check (PVSC) with future checks.
A valid CPR Level C and First Aid Training.

Nice To Haves

Knowledge of Violence Against Women Emergency Shelter Standards.
Verbal and/or written fluency with multiple languages i.e., Spanish, French, Portuguese, Hindi, Punjabi, Arabic. Swahili, or others.

Responsibilities

Fostering and maintaining an inclusive, respectful, trauma-informed and non-violent environment for NYWS clients, staff, and the broader NYWS community in alignment with NYWS policies, procedures, and organizational values.
Taking ownership for the end-to-end client experience at NYWS in partnership with the Manager, Programs and Services.
Supporting the day-to-day operations of the Programs and Services department, ensuring consistency, efficiency, and quality of service delivery.
Promoting principles of diversity, equity, and inclusion in all aspects of service delivery and team engagement by considering diverse cultures, physical abilities, and lived experiences of our internal and external community.
Upholding strict confidentiality of all client and staff information in accordance with organizational policies.
Supporting awareness, understanding, and consistent application of NYWS policies and procedures among frontline staff including with respect to Health and Safety, Privacy and Confidentiality, Conflict Management, and others.
Supervising and supporting client-facing staff to ensure services are delivered in accordance with organizational values, standards, and principles of trauma-informed practice.
Developing and managing staff schedules in compliance with organizational policies, the Collective Bargaining Agreement (CBA), and operational needs with guidance from the Executive Director, using appropriate tools such as email and ShiftLink to communicate with staff with respect to scheduling.
Providing oversight for shift changes, ensuring effective knowledge transfer and documentation between shifts.
Providing coaching, performance feedback, and supervision to promote staff development, accountability, continuous improvement, and reflective practice.
Collaborating with the Executive Director and Manager, Programs and Services to identify the learning and development needs of staff and coordinate training initiatives for Programs and Services staff.
Reviewing and approving timesheets to ensure accurate time tracking and conducting follow-ups with staff as needed to support the payroll process.
Facilitating onboarding and training for new Programs and Services staff, instilling NYWS values and principles of trauma-informed practice.
Providing back up support for the Programs and Services Manager as needed.
Attending on-call duties as assigned, provide after-hours support to Shelter staff, and report serious and unusual occurrences to the Executive Director and Manager, Programs & Services
Supporting and providing coaching to staff in crisis intervention, conflict resolution, and responding to client concerns.
Ensuring accurate and timely documentation, reporting, and escalation of incidents, and service disruptions.
Conducting intake assessments and providing oversight and guidance for client orientation processes, ensuring clients receive essential information and resources e.g., Welcome booklet, Client Rights and Responsibilities, Chores, and Shelter Guidelines.
Monitoring and maintaining service delivery tools and resources e.g., communication logs, binders, and WISH Database (for client information) to maintain up-to-date and accurate client records.
Collaborating with internal staff to support shelter planning, case management, and service coordination.
Facilitating and supporting staff and resident meetings e.g., bi-weekly resident meetings, quarterly Relief Staff Meetings, Case Management Meetings.
Monitoring and enabling adherence to Health and Safety requirements, including inspections, room checks, and documentation.
Ensuring the Shelter environment remains safe, clean and well-organized through oversight of routines such as chore management and space readiness.
Monitoring key operational logs e.g., crisis calls and addressing emerging issues proactively.
Maintaining accurate organizational and client records in both digital and hard copy systems in compliance with organizational and Shelter standards.
Providing regular updates to leadership on operational, staffing, and client-related matters.
Supporting program evaluation, reporting, and quality improvement initiatives.
Collaborating with leadership to identify priorities and improve service delivery.
Participating in team meetings, training, and community initiatives, representing NYWS values.
Performing other related duties as assigned.