Residential Services Supervisor – 502-2022

Department:Residential ServicesStatus/Position Type:Permanent Full Time
Compensation:to be determinedUnionized:NO
Ministry Unit:London, Centre of HopeAddress:281 Wellington Street


Attention:  Barry Vaughan-Warford – Human Relations Manager

Mailing Address:  281 Wellington St, London, ON   N6B 2L4

Attention:  Barry Vaughan-Warford – Human Relations Manager

Fax: 519-661-0245


Please, no phone calls. 


Flexibility in scheduling is required.  The work schedule is determined in consultation with your supervisor and may vary according to requirements of responsibility.  Applicable shifts include a ½ hour paid meal break. The operational hours of this facility are 24/7.

Shifts: 40 hours, Rotating schedule between days, afternoons, and weekends.

Interested applicants must respond in writing with a cover letter and resume.

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

Mission, VISION and Values:

The Salvation Army is an international Christian church. Its message is based on the Bible; its ministry is motivated by love for God and the needs of humanity.


Mission Statement

The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world.


Vision Statement

We are an innovative partner, mobilized to share hope wherever there is hardship, building communities that are just and know the love of Jesus.


Core Values:

Hope: We give hope through the power of the gospel of Jesus Christ.
Service: We reach out to support others without discrimination.
Dignity: We respect and value each other, recognizing everyone’s worth.
Stewardship: We responsibly manage the resources entrusted to us.

Job Description:

Position Purpose summary: 

The incumbent is responsible for the direct supervision and performance guidance of the residential staff team to ensure timely and consistent service delivery. Responsible for the direct supervision of all Shelter Support Workers, Front Desk and Security employees


1.    General

  • Support and apply on a consistent basis the principles of the Housing First philosophy
  • Participate in the review and revision of relevant policies and procedures.
  • Ensure the effective communication of overall client services including shift change information exchange, database, staff meetings, client meetings, memos etc.
  • Prepare timely, accurate statistical and operational reports as required for internal and external reporting purposes.
  • Participate in the development of person-centered, trauma and violence informed approaches and services
  • Ensure that documentation and files are up to date and properly maintained
  • Ensure a thorough and complete transfer process is in place and adhered to
  • Ensure that policy and procedures are adhered to during day-to-day operations
  • Ensure that client/case management process is maintained and information is documented in an accurate and timely manner and shared in compliance with policies and procedures
  • Ensure appropriate liaison with outreach/community workers who come into the Centre of Hope to provide service
  • Implement appropriate safety and security procedures as necessary
  • Adapt a flexible approach to problem solving issues and situations that arise, participating in regular scheduled and flexible on call duties. This may involve phone, email and in person consultation after regular business hours.
  • Coordinate storage and retrieval of personal items, jointly with Environmental Services Manager
  • Provide referrals or general information to community members
  • Work cooperatively with other Centre of Hope programs and activities to best serve the people we support

2.    Human Resources

  • Participate in hiring, orientation and employee development; provide ongoing, consistent coaching, performance feedback, and manage the performance of staff in consultation with the Program Director/Human Resources Manager.
  • Ensure that all mandatory staff training including but not limited to First Aid, CPR, and Non-Violent Crisis Intervention etc. is up-to-date; identify staff training needs.
  • Ensures appropriate training is accessible for direct reports employees; identifying any training needs.
  • Develop educational opportunities and plans.
  • Conduct regular staff meetings to review operational effectiveness, changes in policies and procedures, Health and Safety review, and to provide in-service training.
  • Ensure that the HR database is updated in an accurate and timely manner.
  • Ensure that probation and performance reviews are completed, in a timely manner.
  • Understand and comply with the union contract.
  • Responsible for preparing, posting, and maintaining staff schedules and ensuring staff coverage.
  • Coordinate, supervise and ensure that all processes and expectations as outlined in the Student Placement Policy.
  • Responsible for preparing staff schedules and ensuring appropriate staffing at all times, approving staff absences (i.e. vacation time), and approving time sheets.
  • Provides supervision to direct reports ensuring they receive proper supervision and evaluation within their positional description.
  • Identifies job vacancies and follows the Centre of Hope hiring procedures

3.    Health and Safety

  • Responsible to maintain a level of competency and understand Sections 25 and 26 of the OHSA.
  • Ensures that the measures and procedures prescribed (OHSA) are carried out in the workplace and that every reasonable precaution is taken for the protection of the worker and workplace
  • Work in compliance with OH&S Act and Regulations and abide by The Salvation Army’s health and safety policies and procedures.
  • Ensures that the equipment, materials and protective devises as prescribed (OHSA) are provided and maintained in good condition
  • Performs daily workplace inspections, providing daily reports to the Health and Safety Coordinator
  • Conducts information sessions and/or training regarding workplace health and safety with their employees, and ensures that employees attend any organization-wide health and safety training (such as WHMIS, First Aid, NVCI)
  • Ensures that proper procedures are followed in the event of a workplace injury or illness, conducting incident investigations as applicable
  • In conjunction with the Human Resources Manager, ensures the steps in the Early and Safe Return to Work Program are followed as required
  • Performs employee safety observations, correcting substandard acts or conditions and commending employee health and safety performance
  • Works cooperatively with the Environmental Services Manager to ensure the Residential Services Departments cleaned regularly according to acceptable health standards and that physical property is maintained, arranging for repairs as necessary
  • Participate in Health & Safety related accidents and injury investigations, as needed;
  • Monitor and report regularly any concern regarding adherence to the acceptable health standards and that physical property is maintained, arranging for repairs as necessary


4.       Organizational Responsibilities

  • Develop an understanding of the Mission of The Salvation Army in Canada and its implications as related to position responsibilities.
  • Maintain information in confidence as required
  • Participate as an active and responsible team member
  • Participate in supervision and regular performance reviews/evaluations as required.
  • Treat the property of The Salvation Army with due care and caution
  • Act in the best interest of the employer at all times
  • Complete all duties in accordance with the principles, standards and policies and procedures of The Salvation Army London Centre of Hope.
  • Network with other Salvation Army programs and other community agencies
  • Participate in regular supervision and performance appraisal process.
  • Participate as an active and responsible team member in all work groups as assigned
  • Represents The Salvation Army London Centre of Hope on various committees and work groups as determined by the Executive Director or designate.
  • To treat the property of The Salvation Army with due care and caution
  • Represent the organization in a professional manner, acting in the best interest of the employer at all times

5.     Communication

  • Foster a positive working relationship with all levels of employees, leadership, Union Representation and Divisional / Territorial Headquarters.
  • Represent the organization in a professional and engaging manner and assist personnel whom the position supports in developing those skills as required

Perform other position related duties as required.

This position description indicates the general nature and level of work expected of the incumbent.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities of the incumbent.

This position description will be reviewed by the employee and supervisor on a regular basis. Amendments can be made at any time at the discretion of the employer.

The above responsibilities must be discharged in accordance with the Salvation Army’s Mission Statement, in a professional manner, exemplifying Christian Standards of conduct.




  • This position reports directly to the Residential Services Manager.


  • The Supervisor will set the hours of work and work schedule.
  • The Centre of Hope is a 24/7 operation and as such the hours of work vary according to requirements of responsibilities – weekend, evening and overnight work will be required and a willingness to adjust the weekly work schedule in order to better service the clients is required.
  • Required to participate in regularly scheduled on-call duties, flexibility is required.  This may involve phone, email and in person consultation after regular business hours.
  • An original copy of a Background Check with vulnerable sector screening that is satisfactory to The Salvation Army, in its sole discretion, is required. The screening is secured either through the national Canadian Police Information Centre (CPIC) or a local police detachment.
  • May require screening through The Salvation Army Abuse Registry
  • Support for and an understanding of the mission and purpose of The Salvation Army in Canada. 

Normal hours of work – may vary as per operational requirements and responsibilities, and includes a ½ hour paid meal break where applicable.


Education, Qualifications and Certifications:

Degree/Diploma in Human Services or Social Services


Experience and Skilled Knowledge Requirements:

  • Minimum three (3) years’ experience in the field of social services; supervisory/management skills and the ability to lead, coach and motivate
  • The incumbent must have an understanding of ethical behaviour and ensure that his/her own behaviour and the behaviour of others is consistent with these standards and aligns with the values of the organization.
  • Solid background of how to work with people from diverse backgrounds, mental health/addiction issues, homelessness, etc.
  • The incumbent must have the ability to develop new and innovative ways to improve operations.


Skills and Capabilities:

  • Ability to deal effectively with all managers and staff and create a working climate that is positive and mutually supportive
  • Experience working with a diverse population, including mental health and addictions, is an asset
  • Knowledge of and proven ability to link with community resources
  • Demonstrated ability to use sound judgment when making decisions
  • Must have strong organizational, interpersonal, communication and planning skills
  • Strong computer skills including a working knowledge of Microsoft Office
  • Excellent oral and written communication skills
  • Ability to follow detailed instructions
  • Self-motivated and disciplined
  • Excellent clerical skills
  • Demonstrated ability to work within a shared database
  • Must have or be willing to attain First Aid/CPR, Non-Violent Crisis Intervention training.
  • Demonstrated ability to work in a multi-disciplinary team environment and a Leadership Group Model
  • Understanding and support for a Housing First philosophy and issues relating to housing stability for vulnerable population groups.
  • Ability to undergo applicable screening and background checks successfully that are satisfactory to The Salvation Army, in its sole discretion (i.e., The Salvation Army Abuse Registry) and provide an original copy of a Background Check with vulnerable sector screening.
  • Ability and willingness to develop an understanding and support for the mission and purpose of The Salvation Army in Canada and its implications as related to position responsibilities.


Normal location of work is at: 281 Wellington Street, London, ON N6B 2L4 and outreach locations.

In support of our commitment to a healthy and safe workplace and community, The Salvation Army (TSA) has a vaccination requirement for all employees in Canada.  The successful candidate will be made an offer of employment on the condition of being fully vaccinated against COVID-19 and will be required to provide proof of full vaccination, prior to their employment start date. The requirement to be fully vaccinated is subject to provincial/territorial human rights legislation. If the candidate is unable to vaccinate for a reason protected by the Human Rights Code, a request for accommodation can be submitted and written proof satisfactory to TSA will be required.


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.

You must advise your managing supervisor of your intentions prior to submitting your application (internal applicants only).

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