Summary
Description
ACCOUNTABILITIES:
1. Program Operations:
• Assists the manager in the development and delivery of the program.
• Ensures the functioning of the West Desk incorporates the values, standards, philosophy of The
Salvation Army to achieve its and mission.
• Assists in the development of annual program operational plan.
• Assists in the development, implementation and evaluation of program goals that support the
annual program operational plan.
• Assists with researching and implementing best practices, as well searching out opportunities.
• Assists in the development of program policies and guidelines.
• Assists with the implementation of, and participates in, the provision of the case management
system including intake, support, goal planning, referral, networking, and other direct services to
clients.
• Researches and implements approved program initiatives.
• Maintains and promotes effective working relationships with government agencies and other
community partners.
• Assists with preparation of the annual program evaluation.
• Performs other related duties as assigned.
2. Team Management:
• Ensures the West Desk is fully staffed with qualified staff and that staff have the resources to do
their jobs.
• In conjunction with the manager, hires, orients, trains, supports and evaluates direct reports.
• Oversees the day-to-day operations of the Centre of Hope West Desk.
• Ensures policies, practices and procedures are understood and followed by direct reports.
• Completes payroll supervisory functions inclusive of approving vacation, sick time, timesheets,
etc. for direct reports; ensures employees are paid accurately and on-time utilizing Workday and
following all legislation, policies, and procedures.
• Effectively utilizes, supports, evaluates and retains volunteers at the West Desk.
• Ensures direct reports complete mandatory training and/or certifications.
3. Financial:
• Assists with monitoring resident occupancy fees and works with residents to ensure payment.
• Demonstrates diligent stewardship of resources.
• May prepare purchase requisitions, and other finance documents, in accordance with Finance
procedures; may verify payroll register.
• May approve and codes invoices for payment in the absence of the manager
4. Administrative:
• Assists the Shelter Manager with implementing the Salvation Army Accreditation Standards.
• Prepares and submits documentation, reports, and other statistical information as required by
management and funders.
• Performs administrative tasks (i.e., filing, photocopying, email, phone calls, etc. that support
program objectives.
• Attends and/or coordinates departmental meetings.
• Attends internal meetings, presents program issues, answers questions, and prepares reports as
required.
• Attends and participates in meetings/events/committees (internal and external) as required.
• Maintains an up-to-date position manual.
CRITICAL RELATIONSHIP MANAGEMENT
Internal:
• Housing and Shelter Program staff, students, and volunteers
• Centre of Hope staff i.e., Administration, Facilities, Food Services, and Spiritual & Religious Care
External:
• Residents and community members
• Community agencies
MANAGERIAL/TECHNICAL LEADERSHIP RESPONSIBILITY:
• Reports directly to: Shelter Program Manager
• Direct reports for this position: Up to 18 front-line, plus casual/relief, support employees and
volunteers/students.
FINANCIAL AND MATERIALS MANAGEMENT:
• Provides some input into the annual budget.
• Assists with monitoring and supporting residents to have occupancy fees paid on time.
WORKING CONDITIONS:
• Works in a men’s residential shelter facility.
• May have to deal with aggressive and/or disruptive residents.
• Potential of verbal and, less likely, physical attacks.
The above responsibilities must be performed in keeping with The Salvation Army’s Mission, Vision and
Values, in a professional manner, upholding our code of conduct.
EDUCATION AND EXPERIENCE QUALIFICATIONS:
Education, Qualifications and Certifications:
• A two-year college diploma in related social services field
• Police Information Check (PIC) with Vulnerable Sector Search
• Current and Alberta approved Standard First Aid/ CPR Certification
Incumbents with a Social Work diploma or degree must be registered with the Alberta College of Social
Workers.
Experience and Skilled Knowledge Requirements
• At least three years prior related experience in frontline casework in a social service environment
including overseeing a team.
• Experience working with people who are vulnerable, in crisis and/or experiencing homelessness.
• Experience within a shelter system.
• Administration experience including preparing reports and documentation.
Skills and Capabilities:
• Operational/Service Management: skills to research best practices and service opportunities that
align with accreditation processes, intended program outcomes, and resources; attention to
detail, problem solving and analytical skills.
• Able to assess crisis situations and make concise decisions
• Communication: excellent communication skills (verbal/written); strong sense of integrity and
confidentiality with professional ethics and a balanced sense of fairness and flexibility; strong skills
in MSOffice 365 (Outlook, Excel, TEAMS, Word, PPT) to prepare/present information. Models
effective client service and crisis intervention skills. Able to work collaboratively with sector
agencies.
• Vision and Values, exemplifying highly ethical standards of conduct; knowledge, understanding,
and a commitment to equity, diversity, and inclusion.
• Demonstrated trauma informed care and de-escalation skills.
• Strong sense of integrity and confidentiality with professional ethics and a balanced sense of
fairness and flexibility.
