Shelter Attendant Supervisor

Main Purpose and Function

The Shelter Attendant Supervisor supports the Centre’s mandate of providing a safe, welcoming, professional, and accessible environment for Shelter patrons and staff. The incumbent does this through leadership in relationship building, patron engagement, and using a conflict resolution approach and de-escalation skills to resolve issues and concerns in the Centre within the framework of established guidelines.

The Shelter Attendant Supervisor is a working supervisory position, with responsibilities in supervising Security staff on shift, administrative work overseeing security operations; and supporting the safety and maintenance at the Evelyne Saller Centre. This position also provides support to patrons who may have multiple barriers or complexities arising from lived experiences relating to trauma, addictions, disabilities, mental health support needs, and poverty. The position engages with patrons to ensure a safe, compassionate and respectful environment for all and guides the staff in providing the same support to community members.  The Shelter Attendant Supervisor also safeguards the building, monitors patron behaviours, performs routine janitorial duties when necessary, and responds to and supports patrons’ needs within defined limits. Within established procedures and guidelines, the Shelter Attendant Supervisor also exercises sound judgement in enforcing City of Vancouver (COV) and/or Centre specific policies, procedures and rules as well as supporting responsive actions when responding to emergencies

Specific Duties/Responsibilities

• Makes rounds of all public spaces (including bathrooms) and outside areas of the building at regular intervals, watches for emerging behaviours that may create hazards and risks to other patrons and staff and/or which contravene the Social Operations Code of Conduct. 
• Investigates, documents and reports on patron related incidents as per the Centre’s incident reporting protocol.
• Monitors patron behaviour and activities to ensure that they are in keeping with COV and/or Centre specific policies, procedures, regulations, agreements, rules and/or codes of conduct, and responds to any contraventions following established procedures.
• Assists with short-term scheduling and payroll review
• Monitors the performance of shelter staff and provides coaching and direction to the Shelter Attendants
• Assists with Occupational Health and Safety and WorkSafe matters; and liaising with emergency services on security and medical related matters.
• Leads a variety of security incident related responses, including near miss and critical incident situations and with patrons who are barred from the Centre while keeping others safe.
• Exercises considerable independence in dealing with security issues by i mplementing security plans within the framework of established guidelines.
• Performs regular security functions including access control, patrols, and clerical duties as required, including reporting building maintenance and repair requirements.
• Works closely with the Shelter Coordinator and Security Coordinator to ensure security protocols and actions are appropriate for the circumstances.
• Engages with and builds professional, compassionate and respectful working relationships with patrons; completes routine wellness checks of patrons to ensure their safety and well-being; listens to patrons’ concerns, and provides support within defined limits
• Reviews logbook and follow up on tasks as noted and or which the Shelter Coordinator or Centre management has noted / communicated as a carry forward item extending from the day shift.
• Effectively addressing issues that emerge during the shift, have been communicated prior to the shift as outstanding, and which require prompt response.
• Reports at end of each shift duties performed and communicate actions taken and any areas requiring further intervention
• Supports clear and concise communication protocols for reporting back issues that arise or are assigned to the Shelter Coordinator and or Exempt Management; as well those issues which represent unusual matters and policy decisions to be made in real time.
• Takes calls for cancelled shifts or emergency response and fills them as per policy – files paperwork on cancelled shifts, communicates to Shelter Coordinator and/or Centre management and records as per Centre protocol
• Train new hires on policy and procedures as necessary through the orientation process.
• Performs other related duties as assigned by the Shelter Coordinator or designate.
  

Minimum Qualification Requirements

Education and Experience:

• Completion of Grade 12 supplemented by courses in security and direct supervision experience, or an equivalent combination of training and experience. Experience and knowledge in working with socially and economically disadvantaged communities is an asset.

Knowledge, Skills and Abilities:

• Sound knowledge of security principles, policies, procedures, techniques, standards and requirements as they relate to the work performed.
• Working knowledge/understanding of mental health and addiction complexities.
• Experience and knowledge in working with socially and economically disadvantaged communities
• Working knowledge of the health and safety precautions related to the position.
• Ability to follow and make decisions based on the policies, rules and regulations related to Social Operations and the COV.
• Ability to deliver excellent patron centered service
• Strong verbal and written communication skills
• Ability to make decisions quickly and confidently based on COV policies and practices
• Ability to organize and assign shift tasks and duties and holding staff members accountable for completion
• Ability to understand the needs of and to show compassion and respect for patrons, and to develop professional relationships with patrons, other staff and the public.
• Ability to ensure that policies and procedures, rules and regulations are followed by exercising firmness, tact and diplomacy, and ability to effectively de-escalate conflicts.
• Ability to take effective measures in emergency situations or scenarios which require immediate attention in accordance with relevant COV policies and procedures, and ability to contact appropriate authorities as required.
• Ability to work independently and as part of a team.
• Skills and ability to clearly and factually report incidents and work activities - orally and in writing.
• Ability to learn assigned administrative/clerical tasks and to perform them in accordance with established procedures.

Required Licenses, Certificates and Registrations

• Level 1 First Aid Certification
• A  Police Record Check clearance is required and must be maintained for this position.

Where operationally appropriate and subject to change, the City of Vancouver has a Flexible Work Program. This program allows staff to work a hybrid work week from locations that are a daily commutable distance from their work at a City worksite.  At this time this position is eligible to be part of the Flexible Work Program.

Business Unit/Department : Arts Culture Community Service 

Affiliation: CUPE 15 Non Pks 

Employment Type: Temporary Full Time 

Position Start Date: September 2026

Position End Date: May 2027

Salary Information: Pay Grade 16: $32.41 to $38.08 per hour

Application Close: September 6, 2027

At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. Indigenous peoples, people of colour, 2SLGBTQ+ persons including all genders and persons with disabilities are encouraged to apply.  Accommodations will be provided upon request during the selection process. Learn more about our commitment to diversity and inclusion . 

The City of Vancouver acknowledges that it is situated on the unceded traditional territories of the xʷməθkʷəy̓əm (Musqueam Indian Band), Sḵwx̱wú7mesh Úxwumixw (Squamish Nation), and səlilwətaɬ (Tsleil-Waututh Nation). More about unceded traditional territories

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Once you start your application you can save your work and leave the applications page, however please remember to submit your profile to the specific job requisition before the posting closing date.

In addition to uploading your cover letter and resume, part of the application process may include answering application questions related to the preferred requirements of the role which may take approx. 5-10 minutes. Cover letters should express interest and highlight additional information relevant to the position and resumes should include a summary of skills and experience related to the position.