Supportive Housing Team Lead

Pacifica Housing • Nanaimo, BC

2d • CA$62,357 - CA$67,350 • Onsite

About The Position

The Supportive Housing Team Lead provides both direct, person-centered support to tenants and leadership to Housing Support Workers at Pacifica Housing’s supportive housing sites. In addition to carrying out the duties of a Housing Support Worker, the Team Lead offers mentorship, training, and operational support to staff, ensuring services are delivered effectively and in alignment with Housing First and harm reduction philosophies. The role balances front-line tenant support with supervisory responsibilities, serving as a resource for staff in handling complex tenant situations, coordinating case management, and ensuring program consistency. Team Leads act as a key liaison between front-line staff, property management, and external community partners, while also providing operational assistance to the Manager of Supportive Housing. By combining front-line tenant support with leadership, the Team Lead role is vital to creating a safe, inclusive, and supportive housing environment that promotes stability, dignity, and tenant well-being.

Requirements

• A degree in a related human/social service field
• Minimum of three (3) years’ recent experience, including one (1) year supervisory experience in the non-profit housing or related social service field
• Demonstrated experience working with populations impacted by homelessness, addictions, mental health issues and/or other barriers to stable housing
• Strong working knowledge of ‘Housing First’ harm reduction and client-centred theory and practice
• Working knowledge of the Residential Tenancy Act
• Demonstrated knowledge of the impacts of addiction, mental health, homelessness and poverty
• Demonstrated ability to work with individuals who have multiple barriers to stable housing
• Demonstrated ability to work independently and be part of an integrated community team
• Knowledge of the psychosocial rehabilitation model
• Knowledge of local community resources
• Demonstrated conflict management/crisis prevention skills
• Ability to communicate effectively both verbally and in writing with clients, staff and community professionals
• Proficient in MS Office programs including Word, Outlook and Excel
• Completion of a Criminal Record Check is required before employment commences.
• First Aid Certification is required.
• Naloxone administration training is required.
• Availability to share on call duties for off hour emergencies, with the Manager, as required.
• Must have valid driver’s licence and access to a reliable vehicle with a minimum of $2 million liability ‘business class’ insurance.

Nice To Haves

• Training and/or education in a related human/social service field is an asset
• Conflict resolution/crisis prevention training and experience is an asset

Responsibilities

• Delivering person-centered support services and programs to tenants, following a Housing First and psychosocial rehabilitation (PSR) approach.
• Supporting and mentoring Housing Support Workers in their daily duties, case management, and critical incident response.
• Coordinating property-related concerns in collaboration with the Property Management team.
• Advocating on behalf of tenants with external community agencies and service providers.
• Contributing to staff scheduling, onboarding, and training, while ensuring smooth day-to-day operations.
• Assisting the Manager of Supportive Housing with operational oversight, program planning, and tenant-focused initiatives.
• Prepare, implement, monitor, and evaluate individualized support plans with tenants.
• Provide life skills training (e.g., meal preparation, housekeeping, personal care, and self-management).
• Support tenants in navigating Ministry services, medical and psychiatric appointments, and community resources.
• Assist tenants with financial management, including budgeting, Public Trustee coordination, rent, and damage deposits.
• Monitor tenant mental health and substance use, identifying when additional support is needed.
• Recognize, analyze, and respond to emergency situations, including overdose response and naloxone administration.
• Provide health-related support, including end-of-life care.
• Advocate for tenants experiencing oppression, stigmatization, or discrimination in the community.
• Support tenants transitioning into or out of supportive housing.
• Provide senior-level support to the team, including resolving complex tenant issues, debriefing critical incidents, and consulting on case management.
• Mentor and support less experienced Housing Support Workers in program delivery.
• Assist with onboarding, training, and ongoing development of new team members.
• Provide input and coordination in staff scheduling, managing absences, and ensuring appropriate coverage.
• Coordinate and assist in developing tenant programs that encourage personal growth and life skill development.
• Liaise and actively plan with external partners, including ACT teams, healthcare practitioners, police, and emergency services.
• Attend tenant planning meetings in the community (e.g., hospital discharges) and advocate for appropriate follow-up services.
• Coordinate referrals to essential services and programs for tenants.
• Support tenant participation in volunteer, recreational, and community-based programs.
• Coordinate maintenance requests and pest control preparation with the Property Management team.
• Provide direct assistance to tenants preparing for maintenance or pest control activities.
• Perform light maintenance and repairs as required (e.g., replacing light bulbs).
• Contribute to case management by identifying concerns, reporting difficulties, and maintaining accurate documentation.
• Prepare incident reports for staff follow-up and Health & Safety Committee review.
• Provide input into program planning, policies, and procedures.
• Contribute to evaluation of tenant progress and prepare related reports.
• Maintain regular contact and provide backup for team members as needed.
• Participate in interdisciplinary team meetings, community case conferences, and organizational initiatives.
• Support the Manager of Supportive Housing with operational oversight and strategic initiatives.
• Carry out responsibilities that support tenants, staff, and organizational priorities.
• Engage in staff training, professional development, and community engagement activities.

Benefits

• Competitive salary from a Certified Living Wage Employer.
• Minimum three (3) weeks vacation entitlements.
• Excellent benefits package for full-time employees (includes extended health and dental, life insurance, and more).
• Competitive employer RRSP contributions.
• Employee assistance program.
• Wellness time.
• Career development and internal advancement opportunities.
• Organization and individual training opportunities.
• Social committee that includes robust team building and staff social events.
• Dog friendly offices.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level