Who We Are
For more than 130 years, The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church, each year we help more than 2 million people, providing necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging needs and live out our mission, vision and values of hope, service, dignity and stewardship. As a faith- and values-based organization, we hire and serve people of all backgrounds and walks of life - there is a place for everyone to belong here.
Mission Statement
The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world.
Job Description:
Position Purpose summary:
The Front Desk Lead provides direction, support and coaching (including corrective action) to Direct Support Workers during the shift. They provide supervision of residents and maintains the safety and security of the facility and everyone living in it. They direct the team and ensure operations are efficient, safe, and secure. The Front Desk Lead shall ensure residents safety while interacting in a positive, supportive manner. They will be involved with residents in the establishment and maintenance of a therapeutic relationship and the care plan process with the goal of facilitating the residents transition into appropriate housing.
Accountabilities:

Resident Care and Support:

• Develops and maintains a strong therapeutic relationship with clients that access Crossroads to ensure effective intervention.
• Utilizes the environment in assessing, teaching, and supporting residents around issues such as problem-solving and conflict resolution.
• Participates in implementation of case plans in consultation with caseworkers.
• Reports to Caseworker client progress, changes and/or regression in the client’s status.
• Completes duties, reports, and logs as per shift description.
• Encourages residents to develop a community-based support networks, in conjunction with the Case Management team.
• Ensures that medications are dispensed properly and accurately to residents
• Assumes delegated responsibility for the facility when assigned (after working hours).
• Maintains the safety and security needs of the residents through engagement, supervision and monitoring.
• Completes all documentation regarding client safety, incident reports, fire safety and other serious incidents.

Health & Safety:

• Maintains the safety and security needs of the residents through engagement, supervision, and monitoring.
• Deals with serious incidents and crisis in a safe and therapeutic manner. Communicate and enforce facility rules while maintaining discipline and safety.

Communication and Reporting:

• Completes all documentation in regard to client safety, incident reports, fire safety and other serious incidents.
• Documents daily events, progress towards goals, and any significant occurrences.
• Maintains strictest confidentiality regarding the residents, their issues, and their concerns.

Team Lead:

• Provide workflow coordination and directions during the shift, support and coaching (including corrective suggestions) to direct support workers during the shift.
• Participates as required in the evaluation and goal-setting processes of the organization. This includes providing staff feedback to the Housing Services Manager for PEAC process.
• Act as the first contact for clients that want to engage in the grievance process. Assist direct support workers with decision making regarding difficult client behaviors, conflict resolution and unique cases that come up.
• Train new staff – including updating and training existing staff with new or changing procedures.
• Contribute to consistency of quality of services
• On-call support for staff calling in sick. Be the on-site contact person for staff calling in sick. Call casuals to fill shifts as necessary.
• Meet regularly to complete check ins with the entire team lead group in order to ensure continuity among all front-line shifts.
• Initiate and complete thorough shift exchange with other leads

Other Responsibilities:

• Work with other team leads to complete projects (updating training manuals, procedural recommendations, client feedback sessions, etc.)
• Participates in all team lead meetings.
• Presents concerns, questions, and issues in prescribed forums.
• Other related duties as assigned.

• Work with other team leads to complete projects (updating training manuals, procedural recommendations, client feedback sessions, etc.)
• Participates in all team lead meetings.
• Presents concerns, questions, and issues in prescribed forums.
• Other related duties as assigned