Job Description

Who We Are

For more than 130 years, The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church, each year we help more than 2 million people, providing necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging needs and live out our mission, vision and values of hope, service, dignity and stewardship. As a faith- and values-based organization, we hire and serve people of all backgrounds and walks of life - there is a place for everyone to belong here.

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.

The incumbent provides frontline leadership and operational oversight for assigned Social Services programs, ensuring safe, effective, and efficient delivery of outreach, rehabilitation, housing, and related supports. Working within The Salvation Army’s Social Mission, this role supports facility operations, supervises program activities, and assists individuals experiencing complex challenges in progressing toward stability and self‑sufficiency. The position partners closely with the leadership team and adapts responsibilities based on program and operational needs, in accordance with established policies and procedures.

Key Accountabilities

• Case Management Leadership - provide overall leadership and day-to-day supervision of the Case Management and Shelter teams, ensuring effective service delivery, client support, and alignment with Salvation Army standards.

• Client Care & Risk Oversight - support and, when required, conduct client intake, risk assessments, crisis intervention, and escalations to leadership, ensuring safety, dignity, and appropriate interventions for clients.

• Case Documentation & Compliance - oversee accurate, complete, and up-to-date client records, case notes, medication documentation, HIFIS entries, incident reports, and data submission in compliance with funder and Salvation Army requirements.

• Team Supervision & Performance Management - supervise frontline and casework staff through scheduling, regular supervision meetings, quarterly performance reviews, annual evaluations (PEAC), coaching, and ongoing support.

• Training & Staff Development - support onboarding, training, student placements, volunteers, and casual staff; promote continuous learning through meetings, mentoring, and policy education.

• Program Monitoring & Reporting - collect, analyze, and submit monthly program statistics, operational reports, and compliance documentation to Program Manager, DHQ/THQ, and funders as required.

• Policy, Quality Assurance & Safety - ensure adherence to policies, health and safety protocols, employment standards, quality assurance frameworks, and Territorial Standards of Excellence; contribute to policy review and operational improvements.

• Collaboration & Community Engagement - participate in case conferences, management meetings, committees, and partner agency meetings; coordinate referrals (including housing) and maintain effective relationships with external service providers.

• Operational & Facility Oversight - ensure shelter operations run smoothly, including cleanliness, logbook review, service restrictions, incident follow-ups, emergency coverage, on-call duties, and back-up support as needed.

• Ethical, Financial & Professional Accountability - uphold Salvation Army mission, values, and code of ethics; manage minor financial/material responsibilities, handle cash or vouchers as required, and ensure respectful, professional interactions with all stakeholders.

The above responsibilities must be discharged in accordance with The Salvation Army’s Mission Statement, in a professional manner, upholding our code of conduct.

Education and Experience Qualifications​

• Completion of University Degree.

• Emergency First Aid & CPR, Non-Violence Certificate or willingness to complete once hired. Mental Health First Aid an asset.

• Three years of recent progressive related experience including supervisory/team lead experience in an applicable social service field.

• Proficient in computer skills.

• 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.

• Work in compliance with OH&S Act and Regulations and abide by The Salvation Army’s health and safety policies and procedures.

• Ability to provide an original copy of a Background Check that is satisfactory to The Salvation Army, in its sole discretion, is required, including Child Check (if appropriate).

• Represent The Salvation Army positively by delivering high‑quality service with professionalism, courtesy, and respect.

• Demonstrate strong integrity, sound judgment, and commitment to confidentiality and ethical standards.

• Maintain appropriate professional boundaries when working with vulnerable populations.

• Exhibit patience and the ability to effectively de‑escalate challenging situations.

• Provide coaching, guidance, and constructive feedback to support individual and team development.

• Demonstrate strong leadership, initiative, reliability, and accountability in a dynamic environment.

• Build and maintain collaborative relationships with colleagues and community partners.

• Utilize strong problem‑solving, analytical, and attention‑to‑detail skills to support effective decision‑making.

• Communicate clearly and effectively, using active listening to support coaching, conflict resolution, and teamwork.

• Show cultural awareness and empathy, respecting diversity in culture, background, and lifestyle; required certifications must be obtained or willingness to complete upon hire.

Working Conditions

• Work is primarily based in an office or facility setting and may involve exposure to noise, odors, and challenging be haviours in a fast‑paced environment.

• The role may include regular contact with individuals experiencing complex needs and potential exposure to bodily fluids, substances, or other disagreeable conditions.

• The incumbent must follow all organizational health and safety policies, including universal precautions, proper lifting techniques, and established safety procedures.

• There is potential risk of moderate injury or illness, including exposure to infectious diseases or unsafe situations, and appropriate immunizations and preventive measures are required.

• Professional attire, discretion, and strict confidentiality are essential; breaches of confidentiality may result in disciplinary action.

Compensation:

The target hiring range for this position is $51,792.00 to $64,759.50 with a maximum of $77,707.50.

Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

The Salvation Army will provide reasonable accommodation upon request. Please email Recruitment.Accommodations@salvationarmy.caif you have a need for any accommodation and we will be pleased to discuss this with you.