About Wings

Wings offers women and children escaping family violence a safe, supportive space and a pathway to rebuild their lives. We provide second-stage shelter, early childhood supports, and long-term services that empower families to heal and thrive.

Mission

We save lives and create futures for women and children fleeing domestic violence.

Vision

We find, fund, create and deliver the most effective programs to help women and children achieve a life defined by safety and independence. We want a life free from family violence for every woman and child.

Position: Supervisor of Tenant Services

Program: Family Services

Reporting to: Director of Family Services

Status: Full time 6-month contract with possibility of extension.

Position Summary The Supervisor of Tenant Services — Housing, Outreach & Tenant Support provides day-to-day leadership and operational oversight for Wings’ housing navigation, outreach, tenant support and unit readiness functions.

The Supervisor ensures families receive coordinated practical support throughout their involvement with Wings—from intake and move-in through tenancy stabilization, housing transition and community-based follow-up.

The position provides leadership to staff responsible for housing navigation, outreach services, practical tenant supports, and unit turnover while ensuring responsibilities are appropriately distributed across the service team. A central function of the role is maintaining clear boundaries between work requiring professional case management and work that can be effectively delivered through navigation, practical support and tenancy-focused services.

The Supervisor works in partnership with the Supervisor of Client Services — Case Management & Youth to coordinate intake, crisis response, admissions and overall client flow.

Key Responsibilities

Staff Leadership & Supervision

- Provide direct day-to-day supervision, coaching and support to Housing Navigators, Outreach Navigators, Tenant Support Workers, and the Cleaning Coordinator.
- Conduct regular individual supervision and team meetings.
- Coordinate workloads, schedules, and priorities across tenant services.
- Support onboarding, orientation, training, and professional development.
- Provide regular feedback and participate in performance management processes.
- Ensure staff understand the scope, responsibilities and boundaries of their respective roles.
- Promote collaborative, respectful, and accountable team culture aligned with Wings’ values.

Housing Navigation & Transitions

- Oversee housing navigation and transition services for Wings families.
- Support Housing Navigators in identifying appropriate housing pathways and addressing barriers to securing and maintaining housing.
- Coordinate housing transition planning with Case Managers and community partners.
- Support relationships with housing providers, affordable housing partners, and other community resources.
- Identify systemic housing barriers and trends and bring these forward to the Director of Family Services.

Outreach Services

- Provide leadership and supervision for Wings’ outreach services.
- Ensure outreach families receive coordinated safety planning, navigation, practical support and connection to community resources.
- Support Outreach Navigators in managing workloads and prioritizing families based on risk, complexity, and need.
- Coordinate with the Supervisor of Client Services when outreach families require intensive case management, crisis intervention or additional professional support.
- Support continuity of service for families transitioning from Wings into the community.




- Contribute to the development of Alternative Service Delivery approaches that allow families to receive appropriate family violence supports when shelter accommodation is not required or available.

Tenant Support & Tenancy Stabilization

- Oversee the delivery of practical, day-to-day tenant support.
- Complete resident tenancy-related move-in and move-out processes in accordance with the Residential Tenancies Act and Wings policies and procedures.
- Ensure Tenant Support Workers provide responsive assistance with orientation, building routines, appointments, resources, supplies, practical problem-solving and tenancy-related needs.
- Support residents in understanding expectations, responsibilities and processes associated with living at Wings.
- Coordinate practical support that promotes successful tenancy and increasing independence.
- Ensure Tenant Support Workers appropriately identify and escalate concerns requiring professional case management, safety planning or supervisory intervention.
- Work with Case Managers to ensure practical support reinforces the goals identified in each family’s service plan.

Unit Readiness & Operational Coordination

- Supervise the Cleaning Coordinator and coordinate cleaning priorities across Wings' residential units and common spaces.
- Coordinate unit turnover and readiness for incoming families.
- Ensure Tenant Support Workers assist with unit preparation and turnover where appropriate.
- Monitor furniture, household supplies, and other practical resources required for resident units.
- Coordinate routine unit inspections adhering to the Residential Tenancy Act and follow up as needed.
- Identify operational issues affecting residents and coordinate with facilities, administration, and leadership as required.
- Support efficient use of available units and minimize unnecessary delays between vacancies and admissions.

Intake, Admissions, Crisis Response & Client Flow

- Coordinate practical and operational components of admissions and move-ins.
- Ensure units are ready, and appropriate staff are informed and prepared for new admissions.
- Coordinate the assignment of Housing Navigators, Outreach Navigators, and Tenant Support Workers.
- Support crisis response and ensure operational and practical needs are addressed during urgent situations.
- Monitor vacancies, anticipated transitions, and movement through Wings programs.
- Participate in the leadership/on-call structure as required.

Multidisciplinary Service Coordination

- Work closely with the Supervisor of Client Services to ensure responsibilities are appropriately distributed between Case Managers, Housing Navigators, Outreach Navigators, and Tenant Support Workers.
- Support a “right work, right role” approach so Case Managers can focus on professional assessment, safety, complex coordination and advocacy while other team members provide navigation and practical support within their scopes.
- Participate in multidisciplinary case conferences when housing, tenancy, outreach or practical support issues are significant.
- Facilitate communication between tenant services and the broader Family Services team.
- Build relationships with housing providers and other community partners that support successful transitions and long-term stability.
- Other duties required to support the overall function of the organization.

Documentation, Quality & Outcomes

- Ensure tenant services documentation is accurate,



timely and consistent with Wings policies and applicable requirements.
- Monitor housing, outreach, transition, and tenancy stabilization outcomes.
- Review service data and client feedback to identify trends and opportunities for improvement.
- Develop and maintain procedures related to tenant services, housing transitions, outreach, and unit turnover.
- Support organizational quality improvement, accreditation and service excellence initiatives.
- Ensure services are delivered consistently with Wings’ policies, funding requirements and established standards of practice.

Qualifications

- Degree or diploma in Social Work, Human Services, Community Development, Housing, Social Services or a related field; equivalent combinations of education and relevant experience may be considered.
- Registration with a professional regulatory body where applicable.
- Minimum of 5 years of progressively responsible experience in housing, homelessness, family violence, community services, outreach or a related field.
- Previous supervisory or team leadership experience is strongly preferred.
- Demonstrated knowledge of housing systems, affordable housing, tenancy stabilization, and community-based services.
- Experience supporting individuals or families experiencing complex barriers.
- Understanding of family violence, trauma-informed practice and survivor-centered service delivery.
- Strong organizational, operational coordination and problem-solving skills.
- Demonstrated ability to supervise multidisciplinary staff and manage competing priorities.
- Strong relationship-building skills with housing and community partners.
- Strong written communication, documentation and organizational skills.
- Clear Criminal Record Check and Intervention Record Check as required.

Core Competencies

- Leadership & Staff Development
- Housing & Tenancy Stabilization
- Operational Coordination
- Outreach & Community-Based Service Delivery
- Trauma-Informed Practice
- Survivor-Centered & Family-Focused Practice
- Problem-Solving & Decision-Making
- Crisis Response
- Collaboration & Systems Navigation
- Accountability & Documentation
- Equity, Inclusion & Cultural Humility
- Continuous Quality Improvement

Working Relationships The Supervisor of Tenant Services works as a collaborative leadership partner with the Supervisor of Client Services. The two Supervisors jointly coordinate intake, admissions, crisis response and overall client flow while maintaining distinct areas of day-to-day supervisory responsibility. The Supervisor reports to the Director of Family Services and escalates significant client risk, housing barriers, operational concerns, staffing issues and service delivery challenges as appropriate.

Employment Requirements:

· Criminal Record Check

· Vulnerable Sector and Child Welfare Check

· Class 5 license and access to reliable vehicle with minimum $2M Liability Insurance

· Must adhere to Code of Conduct Policy, respect confidentiality and Freedom of Information and Protection of Privacy Act.

Wings is committed to an equitable, diverse, and inclusive workforce. We welcome applications from all qualified persons. We encourage women; First Nations, Métis and Inuit persons; members of visible minority groups; persons with disabilities; persons of any sexual orientation or gender identity and expression; and all those who may contribute to the further diversification of ideas and the organization to apply.

How to Apply?

Please submit your resume and cover letter to Jessica Penner, Director of Family Services at [email protected] to apply. The recruitment process will remain open until the position is successfully filled.

Pay: $33.00-$36.00 per hour

Work Location: In person

📌 Supervisor of Tenant Services (Edmonton)
🏢 WINGS of Providence
📍 Edmonton