City of Toronto

This job is no longer available.

Client Service Worker

Jul 26, 2017
Toronto, Ontario
Early Career

Job Description

Toronto is Canada's largest city, the fourth largest in North America, and home to a diverse population of about 2.8 million people. Consistently ranked one of the world's most livable cities, we are a global centre for business, finance, arts and culture. Join the award-winning Toronto Public Service as a part-time Client Service Worker within our Shelter, Support and Housing Administration Division.

NOTE TO CURRENT CITY OF TORONTO LOCAL 79 PART-TIME EMPLOYEES:  If you are a current City of Toronto Local 79 part-time employee, you must indicate that you are a "Current Part-time employee" in the "Custom Information" section of your on-line application form, and provide your "Employee Number" in order to be considered for this job opportunity.

NOTE TO ALL CANDIDATES: For all programs in the Shelter, Support & Housing Administration Division, which operate 24 hours a day / seven days a week, part-time employees are expected to be available to work all shifts (days, afternoons & overnight shifts) 4 separate days a week, of which two (2) days must include Saturdays & Sundays. Hours of work will be determined based on operational needs.

Through the Shelter, Support and Housing Administration Division (SSHA), the City of Toronto provides emergency accommodation and assistance to individuals and families with children experiencing homelessness. SSHA directly operates 10 shelters and programs. Service delivery is aligned to a Housing First approach and connects individuals to supports and services needed to stabilize their housing.  As a member of the shelter staff team and guided by Shelter Standards, part-time Client Service Workers play a critical role by assisting individuals and families on a day to day basis during their shelter stay.

Major Responsibilities:

As a Client Service Worker you will be responsible for addressing client needs through a client focused and harm-reduction perspective. Your role as a Client Service Worker will be varied. Specifically, you will:

  • Perform initial screenings and assess client eligibility for admittance to emergency shelter programs
  • Admit clients and explain the rules, policies and housing first philosophy of the program
  • Record admittance and discharge information in the SMIS system
  • Assist clients integrate into the emergency shelter environment
  • Provide residents with a tour of the program, explain fire and safety procedures and answer questions
  • Ensure safety and well-being of clients and staff by doing regular facility patrols and bed/room checks
  • Assess and assist with addressing client's personal hygiene, medical, financial and emotional needs and refer to appropriate community health, housing and social support services
  • Assist in crisis management within the facility
  • De-escalate conflicts between clients and/or staff utilizing problem solving and crisis intervention techniques
  • Answer inquiries, in person or on the telephone, from members of the public requesting emergency shelter or general information
  • Document shift occurrence information in line with internal policies, including the completion of logs, incident reports and case management notes
  • Contribute to the development of client case plans
  • Participate in meetings, case conferences and divisional initiatives
  • Ensure a high level of customer service and professionalism
  • Liaise with other City staff and with community agencies (e.g. hospitals, social workers, doctors, courts, shelters providers, etc.) to ensure clients receive high quality service
  • Participate in program development and delivery (e.g. recreation, educational, social/life skills)
  • Undertake training and other duties as required

Key Qualifications:

Your application must describe your qualifications as they relate to:

  1. Degree or Diploma in Social Services or a related field or equivalent combination of education and/or experience.
  2. Considerable experience in directly assisting persons with psycho/social/physical, emotional and/or environmental problems in an emergency shelter or similar setting.
  3. Considerable experience addressing the needs of homeless clients or clients at risk of homelessness.
  4. Experience working with the Indigenous (Aboriginal) community is an asset.

You must also have:

  • Ability to assist in program development.
  • Advanced knowledge of issues relating to homelessness and the ability to make referrals to community agencies.
  • Knowledge of and sensitivity to Indigenous (Aboriginal) cultures, contemporary and historical issues including awareness of Indigenous (Aboriginal) cultural teachings.
  • Knowledge of the Toronto Shelter Standards.
  • Knowledge of applicable legislation regulation assistance and services.
  • Ability to work in an automated environment with excellent computer skills (MS Office 2013).
  • Ability to appropriately assess situations based on, available information and past experience.
  • Ability to establish and maintain effective working relationships with clients, staff, community agencies and the public.
  • Ability to prepare and write reports/records and maintain same.
  • Ability to effectively perform job duties with minimum supervision.
  • Ability to de-escalate interpersonal conflicts in an effective fashion through crisis intervention techniques.
  • Ability to problem solve.
  • Customer service skills working with clients, service providers, the general public and/or staff to address service inquiries, requests and/or complaints.
  • Ability to work with clients experiencing complex mental health, substance use, and behavioural issues.
  • Ability to work 8 hour and/or 12 hour rotating shifts in a 24 hour a day operation including days, evenings, overnights, weekends and holidays - including pre-scheduled and also call in shift coverage.
  • Ability to travel and work at different locations based on operational needs.

Please note:

  • A Vulnerable Sector Police Reference Check will be required as a condition of employment.

We thank all applicants and advise that only those selected for further consideration will be contacted.

Please note that all applicants are encouraged to provide a valid email address for communication purposes. Applicants may receive written correspondence regarding this job posting directly to the email address provided on their resume or to the one used to set-up their Candidate Profile if applying on TalentFlow. As an applicant, it is your responsibility to ensure that you check your email regularly.

The City of Toronto is committed to fostering a positive and progressive workforce that is representative of the citizens we serve. We will provide equitable treatment and accommodation to ensure barrier-free employment.  In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and the City of Toronto's Accommodation Policy, a request for accommodation will be accepted as part of the City's hiring process.

If you are invited to participate in an assessment process, kindly provide your accommodation needs in advance. Please be advised that you may be requested to provide medical/other documentation to Human Resources to ensure that appropriate accommodation is provided to you throughout the hiring process.

If you are an individual with a disability and you need assistance or an accommodation during the application process, please email us at, quoting the job ID # and the job classification title.