Lead Client Services
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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.

Job Description / Position Purpose Summary
The Lead Client Services (LCS) is responsible for providing a safe and secure environment for program participants and visitors. The LCS is a working lead position with limited supervision. The incumbent provides day‑to‑day operational support for the Transitional Housing Program and may provide oversight and give supervision to Client Services workers. The LCS ensures that services are delivered in a manner that meets funder/contract expectations, adheres to department policy and procedures, demonstrates respect for the individual, supports the goal of providing a home‑like environment, and evidences Salvation Army Core values.

Accountabilities
Lead Supervisory Duties

Responsible for the smooth operation of their assigned area during their shift

Take the lead in situations such as crisis intervention, safety, responding to complaints and inquiries, and staff disputes

Assist with the orientation and training of new staff; may be involved in scheduling staff and monitoring staff attendance and documenting and reporting the same to Manager

Arrange coverage of staff shifts due to illness, emergency, etc.

Schedule breaks for Client Services staff

Ensure that rounds are conducted through the building

Regularly liaise with Manager and provide feedback on activities and incidents that occurred during shift

Participate in case conferences as required by Manager

Ensure completion of any required incident reports and delivery of them to Manager

Investigate any facility problems and take appropriate action as required

Coordinate all front desk activities including filing, paperwork, sale of product / supplies, as required

Program Operations

Greet and screen all persons entering the facility giving direction as needed

Address requests for services; be available to respond to participant concerns

Complete intake/discharge/cessation processes and ensure all documentation is completed fully and in a timely manner

Ensure that participant(s) understand rules of program/service, their rights, and consent to service

Ensure that required information is recorded and that notification is made to appropriate support staff of new admission

Monitor the activities of the participants and maintain availability for personal, practical and moral support while applying and maintaining professional boundaries

Supervise meal times and when required assist with serving for participants as required by Program

Carry out inspections & security checks/rounds in accordance with policies and procedures,



including such tasks as locking outside doors and fence at night (may not apply to all work sites)

Coordinate participant care relating to security issues; may be directly involved in doing bed checks and room searches

May apply urine drug screenings/breathalyzer tests as requested or required by program

Follow stated policy and procedure; may assist with medications as ordered by the participants’ physician (Medication Administration, Medication storage) and as directed by Program Manager or designate, as required by program

Report and document any medication concerns to the Manager or designate as required by program

May be required to pack participant belongings at time of discharge/cessation as per policy and procedure

Ensure those persons who may be intoxicated and/or disorderly and may threaten the safety of the staff, property or other participants are managed according to policy; use de‑escalation skills when dealing with an escalated situation

De‑escalate and attempt to stabilize potentially violent situations and assist those in conflict

Ensure proper fire procedures and precautions are exercised and properly carried out in the event of a fire alarm

Reliably process cash transactions as required by program, following procedure and policy

Liaise with referral sources

Liaise with external agencies as required (e.g. police, fire, etc.)

Apply Naloxone nasal/injectable

Apply first aid as certified (safety permitting)

Administrative Support

Provide reception and basic administrative duties for program

Contact on‑call support / advise manager of emergency situations (may be required to arrange staff coverage in the case of missed shifts)

Accurately record day‑to‑day happenings using appropriate methods; maintain logbooks

Document interactions with program participants

Be aware and adhere to Program policy and procedures required and ensure that any updated policies are reviewed as required

Complete occurrence/incident reports as required and ensure delivery of the same to program manager in a timely manner

May prepare reports, statistical information as requested/required

Participate in the training and orientation of new and existing staff as required

Be an active participant in staff meetings and provide feedback on the development and implementation of policy/program items (and special events when required)

Ensure the work site is maintained a clean, tidy and organized manner; prepare and send service requests as required

Always represent The Salvation Army in a professional manner and uphold the Mission of The Salvation Army. Ensure that The Salvation Army’s policy regarding confidentiality is always maintained, and that job responsibilities are carried out in a professional, effective, and efficient manner

Work within the parameters of the job duties and expectations required for the position

All other related duties as assigned/requested

Critical Relationship Management
Internal

Various ad hoc Committees as assigned

Participants of the Program

Managerial Responsibility

This position reports directly to the Program Manager

This position has no direct reports

Financial and Materials Management





Confidential files and reports

Maintain a pool of resources with other community services for easy accessibility by the participants

Working Conditions

Working environment is generally in the program building in fast‑paced conditions

The job requires lifting/twisting/bending and will require sitting and standing for long periods of time

Some scheduled overtime is associated with this position

Shift work (may be) required. Must be flexible to work all shifts (days, evenings, nights, weekends, holidays)

All programs operate 24/7. Multi‑site work may be required

Available to work as scheduled by manager to meet operational needs

The above responsibilities must be discharged in accordance with The Salvation Army’s Mission Statement, in a professional manner, exemplifying Christian standards of conduct.

Education and Experience Qualifications

Post‑secondary education / training in a human services related field (combination of equivalent education and experience may be considered)

Current Clear Criminal Record Check with Vulnerable Sector Check

Current certification in Standard First Aid with Level C CPR

Current certification in Non‑Violent Crisis Intervention

Experience and Skilled Knowledge Requirements

Minimum 1 year related experience in a social services / mental health setting or working with marginalized clientele an asset

Experience performing administrative duties, computer data input and cash handling an asset

Respect and understanding of The Salvation Army – its mission, culture, and values

Skills and Capabilities

This position requires a high degree of compassion, integrity, patience, good communication and people skills, and the ability to function in a stressful environment

Competent to develop and maintain participant relations while demonstrating professional boundaries

Use a trauma aware approach

Respectfully work as part of a broader team

Must be proficient in MS Office, Outlook and databases as required

Strong written and verbal communication skills – clear and easy to understand

Must be able to work in a fast paced environment with strong prioritizing and organizing skills

Must be adaptable, able to take direction, multi‑task and resourceful

Disagreeable Conditions

Dealing with angry and abusive people

Verbal abuse

Exposure to bodily fluids, bodily waste

Exposure to drugs, alcohol and solvents

The incumbent will work on call 24/7 or as scheduled

Physical attacks by others / Exposure to infectious diseases

Exposure to toxic chemicals

Sharp objects (i.e. needle sticks, knives and weapons)

Other dangerous situations

Universal precautions

Immunization for Hepatitis B

Vaccination against Tuberculosis

This is a Full‑time position.

Weekly Scheduled Hours: 40 hours

Target hiring range is $21.45 at Step 1 to $23.13 at Step 4

Compensation
The target hiring range for this position is $21.45 to $22.29 with a maximum of $23.13.

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 [email protected] if you have a need for any accommodation and we will be pleased to discuss this with you.

Seniority Level
Mid‑Senior level

Employment Type
Full‑time

Job Function
Other

Industries
Non‑profit Organization Management

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📌 Lead Client Services (Alberta)
🏢 The Salvation Army in Canada
📍 Alberta