Housing Waitlist and Client Services Lead

JOB POSTING

Housing Waitlist and Client Services Lead
FH2026-52- HWCSL- 12-month contract

Fife House Foundation

Vacancy Disclosure: This is a currently existing vacancy

Location: 490 Sherbourne St, Toronto
Shift Rotation: 10 am to 6 pm, Monday to Friday
Contract: Temporary, Full-Time – 12-month contract
Salary: $25.80 per hour
Union/Non-Union: Unionized
Reports to: Program Manager, Sherbourne Apts & THP

Fife House is an innovative, client-focused provider of secure and supportive affordable housing and services to people living with HIV/AIDS in the Greater Toronto Area. With approximately 110 staff working across 6 locations, in 2020-2021, Fife House served more than 850 residents and clients by providing supportive and transitional housing programs as well outreach programs to homeless clients and their families.

Fife House understands that historically marginalized groups in our communities often encounter barriers to full access and participation. We, therefore, commit to actively dismantling all forms of racism and systemic oppression with GIPA/MEPA at the forefront, including in our own organization and across governance structures. As a settler agency, Fife House stands in solidarity with Indigenous and Black Peoples across Turtle Island and recognizes our role in reconciliation and healing.

Fife House is seeking a dedicated individual to fill the role of Housing Waitlist and Client Services Lead across a number of its programs. As a member of the team, the Housing Waitlist and Client Services Lead will provide front-line, client-centred, and trauma-informed support to individuals accessing Fife House
services.

DUTIES AND RESPONSIBILITIES:

1. Waitlist Management & Intake Coordination: Maintain and update the waitlist database by adding new clients, closing inactive files, and updating statuses as needed. Conduct initial intake applications for all Fife House programs, ensuring individuals living with HIV/AIDS who are homeless or at risk are appropriately supported.
2. Coordinating with Residential Managers: Collaborate closely with Residential Managers to facilitate smooth transitions for clients moving into supportive housing, ensuring they receive the necessary resources and assistance.
3. Client Communication & Support: Serve as the main point of contact for clients on the waitlist, providing timely updates, addressing inquiries, and offering guidance on next steps. Assist clients in completing and submitting housing applications, including COHB applications, as needed.
4. Prioritization & Referral Coordination: Assess client needs based on urgency, availability, and specific requirements, collaborating with relevant departments to facilitate timely service matching. Connect and refer clients to appropriate housing, case management, and community partners to secure housing options and other supports.
5. Drop-in & Community Navigation Support: Host weekly drop-in sessions as assigned. Provide support to Community Navigators during the drop-in only.
7. Problem-Solving & Conflict Resolution: Address challenges and conflicts that may arise during the waitlist process, ensuring resolutions that align with both client and organizational needs.
8. Documentation & Reporting: Maintain accurate records of client interactions, progress, and changes in status, and generate reports to keep management informed of waitlist trends and performance. Complete administrative responsibilities, including sending reports.
8. Policy & Compliance Adherence: Ensure all waitlist procedures align with the policies and regulations set by Fife House, the City of Toronto as Service Manager, and other regulatory bodies

QUALIFICATIONS:

• Community College Diploma in Social Services or a related field (e.g., SSW, CSW, ACSW, Social Work, PSW) or equivalent combination of education and experience
• 2+ years’ experience in housing services, supportive housing, shelter environments, or related community/social services
• Experience conducting intake assessments and managing client waitlists or case management databases
• Experience working with individuals who are homeless, at risk of homelessness, and/or living with HIV/AIDS or other complex needs
• Experience supporting housing applications (e.g., COHB or similar programs) and client documentation
• Experience coordinating referrals and collaborating with community agencies and housing providers
• Experience supporting drop-in services or community-based programming

ASSET:

• Knowledge of HIV infection in the current context, including the impact of stigma and discrimination
• Experience working with people who come from diverse racial, gender, ethnic and cultural backgrounds and who have experienced varying degrees of mental health, social isolation and substance use
• Knowledge of Non-Violent Crisis Intervention and skill training
• Comfortability with light cleaning and grounds keeping
• Naloxone Training

FIFE HOUSE is committed to upholding the values of equity, diversity, and inclusion in our living and work environments. We know that diversity underpins excellence and that we all share responsibility for creating an equitable, diverse and inclusive community. In pursuit of our values, we seek members who will work respectfully and constructively with differences and across levels of power. We actively encourage applications from members of groups with historical and/or current barriers to equity, including, but not limited to:
• Persons living with HIV/AIDS
• First Nations, Métis and Inuit peoples, and all other Indigenous peoples;
• Members of groups that commonly experience discrimination due to race, ancestry, colour, religion and/or spiritual beliefs, or place of origin;
• Persons with visible and/or invisible (physical and/or mental) disabilities;
• Persons who identify as women; and
• Persons of marginalized sexual orientations, gender identities, and gender expressions.
We recognize that many of these identities intersect and that therefore, equity, diversity and inclusion can be complex. We value the contributions that each person brings and are committed to ensuring full and equal participation for all in our community.

Fife House is an equal opportunity employer committed to being a diverse and inclusive workplace. We are committed to providing employment in accordance with the Canadian Human Rights Act and the Accessibility for Ontarians with Disabilities Act. Any assessment and selection materials or processes used during the recruitment process will be available in an accessible format to applicants with disabilities, upon request. If contacted for an interview, please advise the Recruiter if you require disability-related accommodation.

Accommodations are available on request for candidates taking part in all aspects of selection Process, by emailing [email protected].

TO APPLY:

• Only applications sent that are sent through Indeed will be reviewed by the hiring
manager/committee.
• Applications will be accepted until November 24th, 2026.

We thank all applicants, but only candidates selected for an interview will be contacted.

For more information about Fife House, visit www.fifehouse.org 
People & Culture Email: [email protected]

Fife House Head Office
490 Sherbourne St, 2nd Fl
Toronto ON M4X 1K9
Fax: (416) 205-9919