Temporary Full Time Front Line Worker (Union Position)

June 4, 2021
Job Type
Ministry Unit/Dept:
New Hope Leslieville
Salary Range:
As per Collective Agreement
29 Leslie Street
Posting Expires:
June 11, 2021
Applications Accepted By:
Lucas Kirkness, Frontline Supervisor: Lucas.Kirkness@salvationarmy.ca


To work with the Hostel Manager in supporting New Hope Leslieville in achieving its vision of Housing, Outcomes, Mission and Excellence (HOME) by providing outstanding, client centered service in ways that are aligned with The Salvations Army’s core values and Housing First.

Frontline Workers are responsible for the day to day administration of client services to shelter clients including admitting clients, completing a comprehensive intake process including the Triage, monitoring clients in the shelter, proving appropriate supports and referrals, support shelter programming and perform some program administrative duties as well as seeing that all specific shift responsibilities are carried out.


Service Responsibilities

  • Admit and discharge clients as required
  • Facilitate intake and Triage processes for clients by completing an intake interview in a private space, collecting required information to determine level of service need
  • Provide appropriate information and resources, orient residents to hostel regulations and schedules as well as all available services during the intake process
  • Ensure resident admission and discharge information is recorded in appropriate places
  • Assist with supervision of clients
  • Provide practical and emotional support, assistance and encouragement to clients
  • Perform all necessary clerical duties for documentation, including SMIS, Hostel Registry, Triage, logbook entries, and all other required forms
  • Make necessary internal referrals to case management department or pastoral care
  • Make necessary/appropriate external referrals to community resources to assist clients in meeting their basic needs and assist in moving towards housing and housing stability
  • Support clients in securing identification and completing taxes and gaining income as identified on the Intake Triage
  • Monitor the length of stay of clients and notify case management team of significant stays and/or changes in client behaviors that may require greater support
  • Support Level 1 clients in navigating basic social service supports
  • Sort and process resident mail on a daily basis, stamp and distribute all mail; redirect all mail for residents who are no longer at shelter
  • Report all building problems to the Assistant Director or designate
  • Ensure all donations received after business hours are received and processed according to policy
  • Ensure that all telephone calls are dealt with professionally and appropriately
  • Support clients in following agency rules and expectations consistently
    • Address concerns that arise due to infractions of rules by clients in ways that are consistent with Toronto Hostel Standards, The Salvation Army policies and procedures with compassionate, and in a non-judgmental and client centered manner
  • Arrange for wake-up calls for residents who request them
  • Night shifts are responsible for bed checks; to document all necessary ‘Beds Not Used’
  • Be awake during entire shift as aligned with Toronto Shelter Standards
  • Store and properly document belongings of clients who have booked out.
  • Make regular rounds throughout building; including walking through the dormitory and bathrooms on all shifts as outlined in shift duties
  • Maintain a clean a welcoming atmosphere
  • Assist in serving meals as required
  • To perform all other related duties as required by management

Organizational Responsibilities

  • Adhere to standards that are consistent with the values and philosophy of The Salvation Army and Toronto Housing and Homeless Supports
  • Comply with all Health and safety requirements and other relevant legislation
  • Participate fully and constructively in staff meetings and in-service training
  • Engage in formal evaluations and supervision with supervisor
  • Read and follow the Policy and Procedures Manual and the Employee Handbook as well as read and sign off on reading Shelter Standards and adhere to the standards in dealings with Residents, Clients, Staff and Administration
  • Become familiar with the provisions of the position description
  • As required and is applicable, make suggestions that will improve efficiency, working conditions and procedures to the management
  • Represent New Hope Leslieville and Toronto Housing and Homeless Supports in a professional Manner



  • Minimum of a two-year college diploma in social sciences field, preferably as a social worker or social service worker
  • Certification in CPR/First Aid and Crisis Intervention


  • Minimum one-year experience working in residential settings and/or completed practicum experience working with Toronto Housing and Homeless Supports shelter

Required Skills/Knowledge:

  • Knowledge, experience understanding and compassion for working with people experiencing homelessness, addictions, mental health and trauma
  • Computer and clerical skills
  • Fluent in written and spoken English
  • Ability to function as a team member
  • Possess excellent problem solving skills
  • Valid Driver’s License


  • A second language is an asset
  • Applied Suicide Intervention training an asset

Successful candidate will be required to provide upon hiring:

  • A clear vulnerable sector screening
  • A clean drivers abstract
  • Participate in our online Armatus Abuse Training and Health and Safety training required upon hiring, as well as updated annually

HOURS: 40 hours per week, Monday to Friday 3:00pm – 11:00pm




CUPE represented employees at the New Hope Leslieville have priority over all other applicants.


The Salvation Army offers accommodation for applicants with disabilities in its recruitment process.  If you are contacted to participate in an interview or screening process, please advise us if you require accommodation.

We thank all applicants, however, only those candidates to be interviewed will be contacted.

Internal Applicants, please advise your managing supervisor of your intentions prior to submitting your application.

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