Team Lead - Resident Support Worker
*** PLEASE NOTE: Only resumes with cover letters will be considered.
About Safe at Home:
The Safe at Home Society is a collaborative organisation dedicated to ending and preventing homelessness in the Yukon. We bring together various stakeholders, including service agencies, government partners, landlords, and those with lived/living experiences of homelessness to facilitate connections between people and the housing supports that they need. With initiatives like the transformation of a former hotel into supportive housing - now known as The Hearth - we are seeking a compassionate and reliable Team Lead - Resident Support Worker to assist individuals in maintaining stable housing and improving their overall well-being. This role involves working closely with clients who have been experiencing homelessness, mental health challenges, or other barriers to stable living.
Job Overview:
The Team Lead (TL) will mentor teams of 2-4 Residential Support Workers per shift supporting up to 81 program participants within 10-hour shifts in a 27/4 residential setting. The TL’s primary focus is to create a welcoming, non‑judgmental, safe environment that respects dignity and personal choice while ensuring the safety of residents, guests, staff, and the building.
RESPONSIBILITIES & DUTIES
Core Responsibilities
- Provide operational guidance to Resident Support Workers (RSW) as well as Auxiliary-On-Call staff members.
- Provide crisis management and intervention by responding to emerging situations through a trauma-informed lens while providing conflict-resolution and de-escalation techniques.
- Build supportive relationships with residents using a housing‑first and harm‑reduction approach.
- Develop trauma‑informed relationships with individuals who may have mental health, physical health, or substance‑use challenges.
- Understand the Program Agreement, program policies, and safety plans.
- Ensure harm‑reduction and overdose‑response protocols are followed.
- Contact emergency responders (RCMP, paramedics, etc.) when needed; must be comfortable taking the lead role when dealing with emergencies and communicating with first responders.
- Maintain building security by organizing, performing, and documenting regularly scheduled walk through's both inside and outside the building.
- Monitor CCTV footage, investigating and managing disturbances according to safety policies and procedures.
- Participate in team meetings and share recommendations based on resident needs.
- Perform other duties as assigned by the Supervisor or Manager.
HR
- Lead in training new staff, operational decision-making and policy implementation.
- Provide support to staff through debriefing challenging incidents, supportive listening, and lay counselling. Leading your team proactively in this.
- Mandatory participation in team meetings and make recommendations to the Supervisor regarding service delivery gaps reflective of resident support needs.
- Participate in succession planning and adhere to organizational IT and privacy standards and procedures (i.e. storage, records retention, passwords etc)
Education & Experience
- Post‑secondary education in social services or a related field, plus at least 2 years of work, volunteer, or lived experience related to homelessness, outreach, housing, or support. Equivalent combinations considered.
- Demonstrated experience facilitating mentorship, staff supervision, and supporting frontline service teams.
- Demonstrated experience exercising independent judgement and leadership abilities, including problem-solving and sound decision-making.
- Demonstrated experience with conflict management, crisis prevention, and mediation skills, often in high stakes environments.
- Knowledge of decolonizing, trauma‑informed, and housing‑first approaches.
- Awareness of homelessness, poverty, and the colonial context in the Yukon.
- Familiarity with community resources, First Nations, NGOs, and government services.
- Understanding of Safe at Home’s vision.
- Vulnerable Sector Check required.
- Assets: Yukon First Nations 101, Mental Health First Aid, ASIST, Basic Life Support.
- Required (training provided if needed): First Aid/CPR/AED, Naloxone, Trauma‑Informed Care, Medication Assist.
Skills & Attributes:
- Knowledge of harm‑reduction and substance‑use safety.
- Understanding of recovery programs and community services.
- Strong conflict‑management and crisis‑prevention skills.
- Ability to maintain professional boundaries.
- Strong self-care practices and ability to self-regulate during and after challenging interactions.
- Customer‑service experience and commitment to client support.
- Ability to work independently and as part of a team.
- Ability to work effectively with individuals facing multiple barriers.
- Respect for resident autonomy and belief in people’s capacity to grow.
- Strong written and verbal communication skills.
- Ability to use discretion and build trusting relationships.
- Proficiency with Microsoft Word, Outlook, and Excel.
- Strong organizational, time‑management, and problem‑solving skills.
- Ability to stay calm and professional in challenging situations.
Work environment:
This is a front‑line role at The Hearth (4051 4th Ave), working closely with residents and staff. Occasionally, duties may be performed at another Safe at Home supportive housing site
