Job Title: Supervisor, Programs and Services
Reports To: Executive Director
Job Level: Management
Category: Contract, Full-Time
Start Date:
July 6, 2026
Compensation Range: $65,000 to $75,000 plus 8% vacation pay
End Date:
July 6, 2027
(with possibility of extension)
Applications Due: Friday, May 29, 2026
About North York Women's Shelter:
The North York Women's Shelter ("NYWS") actively supports the rights of women, trans, and non-binary individuals and their children as they build lives free from violence by providing safe shelter, advocacy, and a range of trauma-informed programs and services including 24-hour crisis support. Our vision is to create a community characterized by gender equality where women, trans and non-binary individuals and their children feel empowered and safe.
NYWS celebrates diversity and is committed to creating an inclusive workplace where everyone feels valued, respected, and empowered to contribute.
About the role:
The Supervisor, Programs and Services reports to the Executive Director and works in collaboration with the Manager, Programs and Services. This position plays an important role in enabling the effective, safe, and consistent delivery of programs and services for NYWS clients and their children through direct supervision for client-facing positions, back up support to the Manager, Programs and Services, on-call rotation support, and other tasks contributing to a high-quality, client-centred service model in a 24/7 emergency Gender-Based Violence (GBV) shelter environment.
What you’ll be doing
General Responsibilities
- Fostering and maintaining an inclusive, respectful, trauma-informed and non-violent environment for NYWS clients, staff, and the broader NYWS community in alignment with NYWS policies, procedures, and organizational values.
- Taking ownership for the end-to-end client experience at NYWS in partnership with the Manager, Programs and Services.
- Supporting the day-to-day operations of the Programs and Services department, ensuring consistency, efficiency, and quality of service delivery.
- Promoting principles of diversity, equity, and inclusion in all aspects of service delivery and team engagement by considering diverse cultures, physical abilities, and lived experiences of our internal and external community.
- Upholding strict confidentiality of all client and staff information in accordance with organizational policies.
- Supporting awareness, understanding, and consistent application of NYWS policies and procedures among frontline staff including with respect to Health and Safety, Privacy and Confidentiality, Conflict Management, and others.
Supervision & Team Leadership:
- Supervising and supporting client-facing staff to ensure services are delivered in accordance with organizational values, standards, and principles of trauma-informed practice.
- Developing and managing staff schedules in compliance with organizational policies, the Collective Bargaining Agreement (CBA), and operational needs with guidance from the Executive Director, using appropriate tools such as email and ShiftLink to communicate with staff with respect to scheduling.
- Providing oversight for shift changes, ensuring effective knowledge transfer and documentation between shifts.
- Providing coaching, performance feedback, and supervision to promote staff development, accountability, continuous improvement, and reflective practice.
- Collaborating with the Executive Director and Manager, Programs and Services to identify the learning and development needs of staff and coordinate training initiatives for Programs and Services staff.
- Reviewing and approving timesheets to ensure accurate time tracking and conducting follow-ups with staff as needed to support the payroll process.
- Facilitating onboarding and training for new Programs and Services staff, instilling NYWS values and principles of trauma-informed practice.
Programs & Service Delivery
- Providing back up support for the Programs and Services Manager as needed.
- Attending on-call duties as assigned, provide after-hours support to Shelter staff, and report serious and unusual occurrences to the Executive Director, and Manager, Programs and Services.
- Supporting and providing coaching to staff in crisis intervention, conflict resolution, and responding to client concerns.
- Ensuring accurate and timely documentation, reporting, and escalation of incidents, and service disruptions.
- Conducting intake assessments and providing oversight and guidance for client orientation processes, ensuring clients receive essential information and resources e.g., Welcome booklet, Clients Rights and Responsibilities, Chores, and Shelter Guidelines.
- Monitoring and maintaining service delivery tools and resources, e.g., communication logs, binders, and WISH Database (for client information) to maintain up-to-date and accurate client records.
- Collaborating with internal staff to support shelter planning, case management, and service coordination.
- Facilitating and supporting staff and resident meetings, e.g., bi-weekly resident meetings, quarterly Relief Staff meetings, Case Management meetings.
- Monitoring and enabling adherence to Health and Safety requirements, including inspections, room checks, and documentation
Other Responsibilities
- Ensuring the Shelter environment remains safe, clean and well-organized through oversight of routines such as chore management and space readiness
- Monitoring key operational logs e.g., crisis calls and addressing emerging issues proactively
- Maintaining accurate organizational and client records in both digital and hard copy systems in compliance with organizational and Shelter standards
- Providing regular updates to leadership on operational, staffing, and client-related matters
- Supporting program evaluation, reporting, and quality improvement initiatives
- Collaborating with leadership to identify priorities and improve service delivery
- Participating in team meetings, training, and community initiatives, representing NYWS values
- Performing other related duties as assigned.
Who you are:
Your Education and Experience
- You have completed post-secondary education in a related field such as Social Work or Social Service Work, Gender and Women Studies, Psychology, Sociology, Social Justice, Assaulted Women's and Children’s Program, or have obtained the equivalent education or experience.
- You have a minimum of 2 years of experience in people leadership, and/or direct supervision capacity in a unionized work environment.
- You have a minimum of 2 years of experience working in residential settings in healthcare, hospitality, or social services.
- You have experience and/or training in trauma-informed care, mental health, harm reduction, case management and substance use management.
- You have or will be willing to obtain a satisfactory Vulnerable Sector Check (PVSC) with future checks.
- You have a valid CPR Level C and First Aid Training.
Your Skills and Competencies
- You are proficient with Microsoft Office tools e.g., Outlook, Word, Excel, PowerPoint, etc.
- You have excellent verbal and written communications skills and ability to adapt communication to respond to a wide variety of stakeholders and audiences.
- You have strong work ethic, and organizational, project management as well as time management skills to prioritize effectively to complete deliverables on time.
- You are able to work effectively independently as well as part of a team.
- You are able to work under pressure and in crisis situations.
- You are experienced in crisis support and conflict mediation using non-violent communication strategies.
- You are comfortable working in a pet-friendly environment with occasional interaction with pets.
- You are committed to understanding and working from an intersectional feminist, anti-racist, and anti-oppressive lens.
- Able to facilitate meetings with clients and colleagues in fostering inclusion and respect.
- Able to build positive and constructive relationships with colleagues, peers and direct reports.
- Able to work outside of routine work hours including evenings, weekends, and on-call rotations.
Assets
- Knowledge of Violence Against Women Emergency Shelter Standards.
- Verbal and/or written fluency with multiple languages i.e., Spanish, French, Portuguese, Hindi, Punjabi, Arabic, Swahili, or others.
How to apply:
Does this sound like the right opportunity for you? If so, please submit your application by Friday, May 29, 2026, at 5PM. Only applications submitted through the BambooHR application portal will be considered. Only candidates selected for an interview will be contacted. Please do not call the Shelter.
This posting is for a current vacancy. Our recruitment and selection process does not utilize artificial intelligence to screen, assess, or select applicants.