Frontline Case Worker

Job Posting: Frontline Worker - Evening Shift (4:00PM – 12:00AM)

(Full-time, On-site)

Summary:

The new Wardlaw Residences is building its team in preparation for opening in November with the goal of staggered move-ins throughout December 2026. We are looking for compassionate, dependable and professional frontline workers to join our supportive housing team. The successful candidates contribute to a safe, respectful and welcoming environment for tenants by providing frontline supervision, support and engagement during the evening shift (4:00pm to 12:00am).

The Frontline Worker is responsible for supervising and engaging with tenants while on shift, working effectively with colleagues and following all procedures and policies in an effort to maintain a safe environment for staff and tenants. You will be required to address tenants’ needs in a timely manner, conduct and document hourly facility/safety checks, support conflict resolution, crisis de-escalation and ensure policies, procedures and house rules are followed. There will also be administrative duties such as answering the telephone, completing reports and updating logs, perform fire drill and other safety procedures etc. You are expected to be a positive role model and develop productive and professional relationships with tenants, using trauma-informed care tactics, and encourage each to reach their potential. To best serve our tenants it is important to work as a cooperative and supportive team member with Case Managers, Leadership, Relief and Agency Staff. Must be able to communicate effectively demonstrate patience and sound judgement and remain calm and professional in challenging situations.

Key Responsibilities

Tenant Relationships 

a) Conduct all interactions with tenants in manner that imparts dignity, respect and understanding.

b) Always exercise trauma-informed care and anti-oppressive practices when interacting with tenants, visitors and colleagues.

c) Develop positive, productive, professional relationships with the tenants.

d) Encourage and inspire tenants to achieve their potential.

e) Be a positive role model for the tenants in all related activities.

f) Ensure all tenants are given the opportunity to evaluate the services available and tenants’ complaints are listened to and taken seriously.

 Move-ins and Move-outs 

a) Support intake of new tenants in accordance with policies, procedures and program requirements.

b) Welcome new tenants, provide orientation to the facility and explain relevant house rules, safety procedures, available services and community expectations.

c) Confirm and document required move-in and move-out documentation forms, consent, identification and other records.

d) Identify safety, health and accessibility/support needs and communicate to case management staff.

e) Support move-out process as per policy and procedures.

Tenant Supervision and Engagement 

a) Provide all tenants with appropriate support through check-ins, supervision and follow up.

b) Maintain a visible and approachable presence throughout the facility, promoting a safe, welcoming and respectful environment.

c) Respond to tenant questions, concerns and requests for assistance in a timely manner and refer to case manager as needed.

d) Encourage positive interactions, respectful communication and consideration for others.

e) Observe tenant interactions and identify emerging concerns, changes in behaviour or situations requiring additional support.

Safety and Crisis Management 

a) Follow all organizational policies, procedures, safety protocols, and operational guidelines.

b) Conduct and document hourly facility and safety checks in accordance with procedures.

c) Monitor common areas and other designated spaces to identify potential safety hazards, maintenance concerns, policy violations, or situations requiring intervention

d) Respond calmly and promptly to tenant conflicts, disputes and other safety concerns.

e) Recognize the signs of a crisis and apply appropriate de-escalation techniques.

f) Request supervisory assistance or emergency services when required.

g) Ensure all Health and Safety and IPAC policies and procedure are followed and any concerns are forwarded to management or a member of the JHSC.

h) Schedule and facilitate fire drills.

i) Adhere to strict confidentiality policy for staff and tenants.

j) Recognize when to call for supervisor and/or on-call support and follow correct procedure.

k) Report hazards, security concerns, and operational issues to the appropriate supervisor and complete required documentation.

l) Communicate relevant safety information to incoming staff during shift changes.

m) Document incidents, interventions, and follow-up requirements accurately and promptly.

n) Maintain professional boundaries and avoid becoming involved in tenant disputes.

Administration and House Management 

a) Assist in the upkeep of the facility through chore supervision and general maintenance.

b) Answer telephone courteously. Redirect and/or respond to requests/questions from callers or take accurate and detailed messages.

c) Maintain factual, relevant, up-to-date logs, tenant files and documents as required in daily routine.

d) Fully engage in shift-change and communicate any duties still to be completed.

e) Support tenants in attending meetings, workshops and activities.

f) Attend all team meetings to best of ability.

 Staff Development and Evaluation 

a) Actively participate in shift change, staff meetings and case conference where appropriate.

b) Keenly participate in agency training opportunities and performance evaluations.

c) Assist in the training of new full-time and relief staff.

Qualifications and Core Competencies 

· Degree or diploma in Social Work or Child & Youth Care or equivalent in a related field

· Minimum 1 year of experience working with seniors, newcomers and youth experiencing housing instability, complex social needs, mental health challenges and/or substance use

· Proven working knowledge and implementation of trauma-informed care, harm reduction and anti-oppressive practice.

· Understanding of the unique barriers faced by tenants requiring supportive housing.

· Trained and able to manage, intervene and de-escalate high crisis and/or unpredictable situations in calm manner and exercising sound judgement.

· Strong capabilities in building rapport and maintaining professional boundaries.

· Ability to provide client-centred, evidence-based, outcome-oriented care

· Effective problem-solving, interpersonal, and organizational skills

· Strong verbal and written communication skills, including the ability to complete clear, accurate and objective documentation.

· Proficient in Microsoft Office and case management software

· Detail orientated, accurate and timely client record keeping and reports

· Current CPR/First Aid, CPI/NVCI, and Vulnerable Sector Check required

· Demonstrates creativity, flexibility and understanding when working with tenants to balance their needs with the needs of the shelter

Working Conditions 

· Supportive housing setting

· On-site, in-person

· Shift partner

· Work physically close to others

· Possible conflict and rude or challenging behaviour from clients

· Long periods of time sitting

· 4 flights of stairs, 1 elevator

· Hourly facility checks and general facility upkeep

· Interact with tenants, staff, visitors under all circumstances including traumatic events.

· IPAC policies and procedures in place for congregate setting as directed by Toronto Public Health, Practice Health Check etc.

· Fast-paced, emotionally demanding environment; self-care and boundaries required

· Manual dexterity required to use desktop computer and peripherals

· Ability to lift and/or move up to 25 lbs. at a time