RAP Operations Team Lead

Job title: RAP Operations Team Lead

Department: Programs, Resettlement

Reports to: Senior Manager, Resettlement and Integration

Job type: Full time permanent

Hours per week: 37.5 hours/week, Monday – Friday 9am-4:30pm, less a daily unpaid ½ hour break

Location:

• Temporary Accommodation
• Kitchener office as needed
• Waterloo office as needed

Police background check required: Vulnerable

Language requirements:

Fluency in English. Knowledge of additional language an asset (such as Arabic, Somali, Dari/Pashto, Tigrinya, French and Rohingya).

Number of vacancies: 1

The role is for an existing vacancy.

About Reception House

Reception House is a non-profit, community-based organization that delivers quality settlement, integration and support services to refugees and newcomers in Waterloo Region. Since 1987, Reception House has helped thousands of refugees rebuild their lives in Canada through specialized programs and services designed to help them become established in their new communities.

We currently have an exciting opportunity for a full-time permanent RAP Operations Team Lead on our Resettlement team. The RAP Operations Team Lead supports the overall operation and ongoing coordination of clients at the temporary accommodation (TA). This role supports the Senior Manager, Resettlement and Integration and ensures dedicated oversight at the TA. The Team Lead will provide day-to-day on‑site leadership to RAP Workers, ensuring high-quality client service delivery at the temporary accommodation. The Operations Team Lead is responsible for scheduling and managing the frontline RAP Workers, assigning client caseloads, maintaining databases and coordinating with IRCC. The role is a member of the RH Leadership Team (LT).

What you’ll do:

• Act as on-site supervisor for designated frontline RAP Workers at the temporary accommodation.
• Coordinate frontline RAP staff caseloads by assigning new arrivals to members of the team, oversee and ensure completion of scheduled service delivery for direct reports.
• Provide guidance and support to direct reports, including managing schedules, time off, and suggesting professional development opportunities.
• Monitor RAP staff to ensure program procedures and organizational policies are adhered to.
• Participate in the recruitment, onboarding, and training of new team members.
• Provide support to the Senior Manager, Resettlement and Integration in preparing and compiling reports, program evaluation, outcome tracking and overall planning, and implementation related to the Temporary Accommodation.
• Oversee RAP databases and internal reporting systems, including the maintenance of e-filing systems and related program databases to ensure data integrity to support reporting and evaluation.
• Provide organizational team support by coordinating and scheduling teams for information sharing, meetings, collaboration, and other opportunities related to service delivery.
• Coordinate and schedule planned client activities at the TA and assign staff and other resources as needed.
• Provide coverage as needed to support day-to-day operations at the TA, including food service support, client engagement, and enforcement of accommodation rules.
• Monitor client safety and wellbeing and provide reminders or interventions as required.
• Be available to respond to emergencies or escalating situations, following organizational policies and protocols.
• Liaise and oversee external service providers operating on-site (e.g., Service Canada, fire services, waste management) as needed.
• Oversee and manage the ongoing maintenance of program materials and resources (orientation, manuals, spreadsheets, etc.).
• Other applicable duties as assigned.

What you’ll need:

• Post-secondary degree or diploma in settlement work, social work, or other social sciences fields or equivalent work experience in settlement, social services or international human service fields required. 
• Minimum of 5 years’ work experience in refugee resettlement, settlement services, case management or a related human services field working with refugee or immigrant populations.
• 2+ years' experience leading others either formally or informally.
• Strong understanding of the Resettlement Assistance Program, including refugee resettlement processes, service delivery standards and program requirements.
• Experience in planning and prioritizing schedules, meetings, etc.
• Demonstrated experience in project management, community engagement and capacity building is preferred.
• Ability to work with and coordinate various teams in order to complete a common goal.
• Advanced knowledge and proficiency in Microsoft 365 (e.g., Word, Teams, SharePoint, Outlook) and client information systems (e.g., iCARE).
• Demonstrated capacity-building approach to community engagement and partnerships.
• Demonstrated understanding of challenges faced by refugees and the agencies that serve them.
• Demonstrated ability to maintain client confidentiality when working with sensitive documents.
• Ability to organize, train and delegate work tasks, evaluate and coach someone else’s performance.  
• Strong written and verbal communication and documentation skills.
• Ability to work with a high degree of tact and confidentiality.
• Excellent interpersonal and relationship management skills, the ability to work with all levels of staff, and various external stakeholders.
• Ability to manage issues, schedules, and multiple tasks with demonstrated analytical, problem-solving skills and decision-making ability.
• High level of attention to detail and a strong capacity for multitasking and prioritizing.
• Detail oriented with excellent organization and time management skills.

Working conditions:

• Work is performed in hotel facilities, with dedicated office space. 
• Heightened risk of exposure to communicable diseases, vicarious trauma and high-stress environment.  
• Must be physically able to move freely throughout buildings and travel within community with reasonable accommodations as required. 
• Light physical activity, including standing and walking. 
• Periods of moderate to heavy concentration and alertness. 
• Manual dexterity required to use desktop, laptop computers and peripherals. 
• Some travel between RH worksites when needed.  
• May be required to work occasional, flexible hours (weekends and evenings) to ensure service delivery. 

Benefits:

At Reception House, we truly value our employees and the incredible work that they do. Some benefits we provide include;

• Generous vacation policy 
• RRSP match program 
• Flexible benefits program 
• Employee Assistance Program (EAP) 
• Staff appreciation events  
• Wellness initiatives 
• Professional development opportunities 

Reception House Waterloo Region welcomes and encourages applications from people with disabilities, visible minorities, Indigenous peoples, and individuals from all equity-seeking groups. We will accommodate candidates partaking in the recruitment process upon request. If you require a disability-related accommodation during this process, please contact us at hr@receptionhouse.ca.

We are committed to providing clear and equitable compensation information. The compensation posted reflects the expected pay for this role at the time of posting and may be adjusted based on experience, internal equity, and market conditions.