Relief Front Desk Support Worker (5 Positions Available)

Relief Front Desk Support Worker

YWCA Toronto strives to uphold anti-discrimination practices and anti-oppression principles to ensure that the rights of all individuals are respected and protected. We work to promote a climate that is welcoming of all women and individuals who identify as Trans, intersex, non-binary, agender, and/or Two-Spirit. We encourage applications from women and gender diverse people from all races, ethnic origins, religions, abilities and sexual orientations.

The Relief Front Desk Support Worker is responsible for welcoming and providing supportive reception service and works within a collaborative team to create a meaningful and relevant environment for participants within a feminist framework. This includes a skilled response to and knowledge of the dynamics and effects of trauma, mental health and oppression. The position is also responsible for completing administrative duties necessary to ensure the smooth operation of the front desk.

Key responsibilities include:

• Greeting and directing participants, contractors and suppliers to the site
• Answering telephone and in person inquiries regarding YWCA Davenport; directing calls to the appropriate staff or program
• Maintaining building entry, ensuring access to authorized persons only
• Handling client complaints and issues with tact and diplomacy, de-escalating the potential for conflict
• Receiving and distributing all incoming supplies and other deliveries for the programs including courier; sorting and distributing incoming mail
• Applying knowledge of the issue of trauma and the dynamics of abuse to respond effectively to tenant request for support
• Knowledge and experience in de-escalating conflict and responding to crisis situations
• Assisting in providing orientation to new residents to ensure familiarity and understanding of programs, staff and community environment
• Providing maintenance requests from the residents and staff to the appropriate property services staff

Qualifications include:

• Completion of an undergraduate university degree in a relevant field (e.g. Social Work) (Cases for Equivalency will be considered)
• 1-3 years directly related work experience in shelter environment
• Excellent customer service, organizational and administrative skills
• Knowledge of harm reduction framework
• Ability to use equipment relevant to the position (i.e. computer, phone system, security monitoring)
• Strong interpersonal and communication skills
• Ability to deliver culturally sensitive service in a multicultural environment
• Must have working knowledge of Microsoft Word and Excel
• Experience working with diverse individuals and groups within the shelter environment (e.g. cultural diversity, gender, abilities, religion, race, sexual orientation, etc.)
• Demonstrates knowledge of and experience working with women living with experiences of precarious housing, poverty, violence/trauma, and mental health/concurrent addictions issues
• Knowledge and experience working from an anti-oppression framework and trauma informed practices
• Knowledge and experience in de-escalating conflict and responding to crisis situations
• Toronto Hostel Training Centre's certificate an asset
• Knowledge of a second language an asset
• Ability to think independently, possess good judgment, demonstrate proven problem-solving skills and effective decision-making skills

Please note: A vulnerable sector police reference check is required by the successful candidate prior to hiring. YWCA Toronto is a unionized workplace. Staff are represented by CUPE Local 2189. These positions are not within the Bargaining Unit. Please indicate on your cover letter if you are a YWCA Toronto Employee. For YWCA Toronto Employees, this position is secondable.