shelter service system duty officer - Toronto, Canada - City of Toronto

Description

Job Description

This position is a unique opportunity to apply and enhance your leadership skills while working as part of a specialized team in support of Torontonians experiencing homelessness. Operating within the City of Toronto's Shelter and Support Services Division, you will be focussed on providing real-time guidance and support to the many shelters and respite centres operating 24/7 across the City.

Reporting to the Manager of Homelessness Initiatives, you will contribute to the improvement of operating performance and client service delivery through real-time monitoring of system performance, mitigating risks and barriers to service and assisting the management of system capacity to accommodate client needs. This will include monitoring and reviewing all delayed responses to service delivery and ensuring that all direction to sites are in compliance with service guidelines and relevant legislation (e.g. Toronto Shelter Standards, Toronto Respite Standards, Occupational Health and Safety, and Workplace Violence).

As a key member of our System Oversight, Duty Office team, you will liaise with other relevant City Divisions, providers and agencies to ensure effective and coordinated service delivery for individuals experiencing homelessness. You will ensure effective, coordinated service delivery at a system level by working with individual shelters to resolve any real-time issues affecting service delivery. Collaboration will be key in this role, as you will also assist in the resolution of contract and/or program compliance matters – ranging from minor non-compliance to complex community issues. This work will require coordination, planning, and key stakeholder involvement to resolve any and all issues that could lead to bed closures or larger service disruptions (e.g. floods, fire, evacuation, power loss, no water, etc.).

Success in this role involves a demonstrated understanding of the housing and homelessness system and resources that exist in Toronto.

You will participate in risk management processes to identify systems hazards and mitigate risks and assist with the development and implementation of Divisional strategies to meet the changing needs of the City, the public and, in particular, those people experiencing homelessness. You will also assist in the review of existing programs and services, and the design and implementation of new programs.

Toronto Shelter and Support Services Division is committed to working with Indigenous partners and communities towards reconciliation, supporting Black staff and clients to confront anti-Black racism, and working within the principles of Equity, Diversity, and Inclusion to support all communities of inclusion within Toronto.

A savvy communicator, you will develop after action and incident summary reports for senior management and other sections within the Division. You are a proven leader, familiar with shelter operations and street outreach services.

Adaptable and comfortable operating in a fast-paced, high-profile environment with competing priorities, tight timelines and constantly changing demands, you're prepared to work non-traditional hours, including working rotating shifts in a 24 hour a day operation including days, evenings, overnights, weekends and holidays.

Key Qualifications:

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