Refugee Services Supervisor

Job region: 
Eastern Ontario
Application Deadline: 
Tuesday, March 16, 2021 - 3:00pm
Job terms: 

Position Summary

The primary purpose of the Refugee Services Supervisor is to oversee the delivery of resettlement & settlement services to refugees in our community under the supervision of the Manager of Newcomer Services. This includes supervising Resettlement Assistance Advisors & Case Managers working with Government Assisted Refugees and staff coordinating volunteer activities for refugees. The Supervisor will establish and oversee service quality, reporting, and case management. The Supervisor will establish, foster and maintain positive working relationships with community partners and funders. As a leader within the team and community, the Supervisor will set and maintain a high bar for non‐judgmental, trauma‐informed, LGBTQIA+ positive and interculturally‐intelligent service provision to a diverse refugee clientele. The Supervisor will actively assist with the delivery of services, by, for example, addressing
complaints, interviewing clients, facilitating customer service evaluation, liaising with government officials, planning schedules, and intervening in crisis situations. The Supervisor will represent KEYS in local, regional, provincial and national forums. They will be responsible for remaining current on community and government services of use to immigrants & refugees, and issues related to refugee resettlement. The Supervisor will also assist with ensuring all organizational and funder timelines are met. They may assist with researching, developing and preparing funding applications and implementing new initiatives for refugees in Kingston.

Competencies Required

a. Deeply understand the challenges facing refugees and newcomers
b. Knowledge of issues related to refugee resettlement
c. Supportive leadership skills to empower and coach staff to excel in a values‐driven environment
d. Ability to advocate to service providers, government agencies, healthcare administrators, landlords and others on behalf of Government Assisted Refugees
e. Ability to work with victims of war and trauma and to promote trauma‐informed care across a team
f. Knowledge of issues related to gender‐based violence, poverty,
g. Ability to counsel clients in a supportive, solution‐focused manner
h. Ability to work and communicate effectively within a diverse team environment
i. Ability to promote confidentiality as a norm
j. Superior verbal and written communication skills including active listening and public speaking with high comfort in public arenas
k. Must treat all individuals with respect and interact in a tactful and supportive manner while maintaining professional boundaries
l. Must possess excellent judgement, critical thinking, problem‐solving and crisis intervention abilities
m. Must treat all individuals with equal respect and interact in a tactful, supportive, professional manner;
n. Comfort working autonomously in off‐site locations and promoting KEYS programs and services in those communities


a. Post‐secondary education preferably in Social Services, Human Services, or combination of education and relevant work experience. A Social Work degree would be considered an asset.
b. Minimum of 5 years’ experience in a relevant leadership role or frontline position in a relevant field with proven leadership/supervisory skills
c. Previous experience working with refugees and newcomers
d. Availability for occasional evening and weekend hours, and on‐call emergency response
e. Proficiency in verbal and written English. A second language such as Somali, Tigrinya, Arabic, Swahili, Kinyarwanda, Kirundi, Dari or French is considered an asset.

Work Environment (Equipment, Demands and Hazards)

a. Office setting with a focus on Kingston; frequent travel to off‐site locations within the KEYS catchment area
b. Professional appearance is required; casual business attire.
c. 35 hours per week with occasional early morning or evening activities
d. Use of office equipment required: cell phone, photocopier, fax, computers, software specific to programs

How to apply: 

This competition will close at 3pm on Tuesday, March 16th, 2021
If interested, applications MUST BE emailed to:
Only those applicants selected for an interview will be contacted.
KEYS is committed to employment equity. We encourage members of the designated groups to apply and self‐identify. KEYS is also committed to an inclusive, barrier‐free selection process. We will make appropriate accommodations throughout the recruitment and selection process for applicants with disabilities. To obtain a copy of this posting and job description in an alternate format or to request any accommodation please contact us directly through or by phone at 613.546.5559 TTY: 613.546.0511. Information received relating to accommodation requests will be addressed