Team Lead, Housing Stability and Program Supports

Calgary Housing (CH) is a wholly-owned subsidiary of The City of Calgary. CH is a purpose-driven social enterprise and the largest housing operator in Calgary, providing safe and affordable housing to more than 27,000 Calgarians. As a Team Lead, Housing Stability and Program Supports, you will provide day to day supervision, mentorship and coaching to a team of Housing Support Specialists who provide direct services and system navigation support to our residents. Primary duties include:

• Identify, develop, and implement innovative and responsive programming based on resident and community needs, and proactively identify opportunities for new services, funding, and/or public policy initiatives.

• Develop appropriate and robust policies, procedures and processes to guide resident support initiatives and to ensure the safety and well-being of staff, particularly while working in the field.

• Work closely with Housing Programs Team Leads to ensure integration and strategic alignment. Collaborate on emerging issues and risks related to properties, residents and community needs.

• Develop recommendations for the annual budget for resident support initiatives based on proactive planning and targets for programs, events and services. Track and manage the annual budget and effectively manage risk for budget shortfalls or overspends.

• Assign tasks, projects, issues and cases (referrals of residents) to the team of Housing Support Specialists.

• Ensure staff are adequately trained and receive ongoing training; conduct regular and ongoing coaching and check ins with team members.

• Assign staff to target communities/properties for resident support initiatives based on defined indicators of need.

• Conduct ongoing evaluation and assessment of performance development and work plans.

• Develop, review and adapt safety plans and risk mitigation strategies for staff working alone and in the field, including facilitation of critical incident debriefs as required.

• Build and maintain collaborative relationships with community agencies, funders, partners, businesses and volunteers.

• Serve as point of contact for resident grievances and escalations. Lead investigations and resolution strategies, including policy adjustments and staff coaching.

• Participate and/or lead special projects within the Customer Experience division or cross-divisionally to achieve organizational excellence as well as excellence in customer service.
   

Qualifications 

• A completed 2-3 year diploma in a related field such as Public Housing and at least 10 years related housing experience that also includes at least 5 years of experience supervising staff, OR;

• A degree in a related field such as Social Work or Human Services and at least 8 years of housing experience that also includes at least 3 years of experience supervising staff. 

• Demonstrated experience and knowledge in trauma informed practices, working with culturally diverse, low income and/or vulnerable populations.

• Proven skills in staff supervision, team development, strategic planning and decision making.

• The ability to manage issues that are sensitive and may have social, political, financial and/or legal implications.

• Strong problem solving and analytical thinking skills, sound judgement and decision-making ability, clear communication skills and service orientation are essential to this role.

Pre-employment Requirements