Description:
The Relief Front Desk Support Worker is responsible for a welcoming and supportive reception service and works within a collaborative team to create a meaningful and relevant environment for tenants and guests within a feminist framework that includes a skilled response to and knowledge of the dynamics and effects of trauma, mental health and oppression.
ABOUT YWCA TORONTO – YWCA ELM CENTRE
YWCA Elm Centre includes 300 units of permanent housing for three different resident groups: 165 units of affordable rental units for women and gender diverse people, 50 units for women and gender diverse people, women-led families and gender diverse-led families of Indigenous descent (including 10 women-led and gender diverse-led families fleeing violence) and 85 units for women and gender diverse people who are experiencing significant mental health challenges or concurrent mental health/addictions disorders. The program will provide services to the entire residential community, with a dual focus on community building and individualized supports.
KEY RESPONSIBILITIES:
- Greets and directs tenants, visitors, contractors and suppliers in the Elm housing complex;
- Receives and redirects external calls to the appropriate parties;
- Maintains access control, ensuring entry to authorized persons only, maintains visitors sign in/out log;
- Handles client complaint and issues with tact and diplomacy, provides crisis intervention and facilitates conflict resolution when required;
- Records in the communication log any issues that arise;
- Distributes forms to tenants and staff i.e. PAD- Work Orders;
- In consultation with the Business Administrator, ensures all procedures manuals for the reception are kept up to date;
- Books elevators for move-ins, move – out and delivery of large items;
- Receives calls from tenants and workers regarding repairs and relays to superintendent and property services as appropriate;
- Monitors building surveillance cameras and notifies staff of issues;
- Reports all disturbance or other emergencies to the appropriate staff and or supervisor, completing YWCA Toronto Incidents reports when necessary.
QUALIFICATIONS:
- Completion of an undergraduate university degree in a relevant field (e.g. Social Work) (Cases for Equivalence will be considered);
- Ability to use equipment relevant to the position i.e., computer, phone system, security monitoring;
- 1 to 3 years directly related experience within supportive housing;
- Completion of the Toronto Hostel Training Centre’s certificate an asset;
- Knowledge of the Residential Tenancies Act;
- Exceptional verbal and good written communication skills and strong interpersonal skills;
- Knowledge and experience in de-escalating conflict;
- Knowledge and experience in responding to crisis situations and de-escalating conflict;
- Ability to interact in a respectful and professional manner with a diverse community of women, their families and guests within a supportive housing environment;
- Experience working with diverse individuals and groups (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 of harm reduction framework;
- Ability to think independently, possess good judgment, demonstrate proven problem-solving skills and effective decision-making skills;
- Ability to work well under pressure, organized and detail oriented;
- Knowledge and ability to communicate in a second language an asset;
- Experience working in a residential setting and security operating systems an asset;
- Completion of WHMIS training an asset.