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