Team Lead – Residential Services
Believe Support Services (BSS)
Position Summary
The Team Lead provides frontline leadership and operational oversight within residential programs supporting individuals with autism and developmental disabilities. Reporting to the Program Manager, the Team Lead ensures safe, consistent, and person-centered service delivery in accordance with MCCSS regulations, Quality Assurance Measures (QAM), and Believe Support Services policies.
This role focuses on daily operations, staff supervision, service quality, and documentation compliance, while escalating operational, staffing, and performance concerns to the Program Manager for decision-making.
The Team Lead role is operational and supervisory and does not hold overall program, financial, or disciplinary authority, which remains with the Program Manager and senior leadership.
The Team Lead promotes a safe, inclusive, and therapeutic living environment that respects the dignity, rights, and community participation of supported individuals.
Reporting Relationship
The Team Lead reports to the Program Manager and provides direct operational supervision to frontline support staff within assigned residential programs.
Scope of AuthorityThe Team Lead:
- Supports daily program operations and staff supervision.
- Provides coaching, guidance, and operational leadership to staff.
- Supports staffing coordination and continuity of service.
- Identifies and escalates operational or performance concerns.
The Team Lead does not:
- Approve budgets or staffing models.
- Lead formal disciplinary actions or terminations.
- Approve policy or operational changes.
- Make program-wide strategic or structural decisions.
These responsibilities remain with the Program Manager.
Key Areas of ResponsibilityProgram Operations & Oversight
- Ensure safe and consistent day-to-day program operations.
- Ensure routines, support plans, and programming are followed.Support service continuity during staffing or operational challenges.
- Escalate operational concerns to the Program Manager.
- Maintain a clean, safe, and well-maintained residential environment.
- Conduct daily safety and maintenance checks and report concerns.
Staff Supervision & Support
- Provide daily supervision and direction to frontline staff.
- Model professional conduct and quality service delivery.
- Support onboarding and orientation of new staff.
- Provide ongoing coaching and performance feedback.
- Document and escalate staff performance concerns.
- Support the implementation of improvement plans.
- Lead shift handovers and team meetings.
- Promote person-centered and trauma-informed care practices.
Staffing & Scheduling Support
- Support shift coverage and scheduling coordination.
- Notify Program Manager or scheduling staff of coverage gaps.
- Support smooth shift transitions and staff communication.
- Assist with coverage coordination when required.
Client Care & Service Quality
- Ensure implementation of Individual Support Plans, Behaviour Support Plans, Plans of Care, and Safety Plans.
- Support staff in implementing intervention strategies.
- Promote community inclusion and meaningful engagement.
- Support crisis intervention using approved techniques.Report emerging client needs or service concerns.
- Ensure medication administration practices follow agency policy and documentation standards.
Compliance & Ministry Standards
- Ensure program compliance with all applicable legislation and standards, including:
- Ontario MCCSS licensing requirements
- Quality Assurance Measures (QAM) and Ontario Regulation 299/10, where applicable
- Occupational Health & Safety Act (OHSA)
- Accessibility for Ontarians with Disabilities Act (AODA)
- Believe Support Services policies and quality standards
Responsibilities include:
- Monitoring staff compliance with policies and licensing requirements.
- Reviewing documentation for accuracy and timeliness.
- Supporting completion of incident reports and required records.
- Maintaining Serious Occurrence Reporting requirements.
- Identifying compliance gaps and escalating concerns.
- Supporting readiness for audits and inspections.
- Maintaining staff certification and training records monthly and escalating as necessary.
- Reinforcing documentation expectations with staff.
Health, Safety & Risk Management
- Promote adherence to health and safety procedures.
- Ensure emergency preparedness and infection control practices are in place.
- Conduct safety checks and maintain required records.
- Lead emergency response procedures when required.
- Monitor and report health or safety concerns.
- Participate in incident debriefs and follow-up actions.
Communication & Stakeholder Collaboration
- Keep the Program Manager informed of program needs and risks.
- Communicate operational updates to staff teams.
- Liaise with families and external professionals as directed.
- Participate in case conferences and multidisciplinary meetings.
- Support transparent communication with stakeholders.
Administrative & Operational Duties
- Review and approve daily logs and reports.
- Support household operations and supply management.
- Maintain awareness of household expenses.
- Ensure residential vehicle safety checks and permits are up to date monthly.
- Support onboarding and staff training.
- Participate in on-call rotation where required.
Qualifications & Requirements
Education
Post-secondary diploma or degree in Developmental Services, Social Services, Social Work, Psychology, Child & Youth Work, or related field. Degree preferred.
Experience
- Minimum three (2) years experience in developmental services or related sector.
- Leadership or senior staff experience preferred.
- Experience supporting individuals with autism and complex behaviours preferred.
Core Competencies
- Leadership and team-building skills
- Person-centered service approach
- Behaviour support and crisis management skills
- Strong documentation and compliance knowledge
- Communication and conflict resolution skills
- Ability to manage competing operational priorities
- Ability to perform approved physical intervention techniques
Work Expectations & Conditions
- Regular on-site presence required.
- Rotational shifts including evenings, weekends, and holidays.
- Participation in incident response when required.
- Physical demands including lifting, mobility support, and crisis intervention.
- Exposure to behavioural escalations.
Required Certifications
- Valid First Aid and CPR Level C certification
- Current UMAB or equivalent behaviour intervention certification
- Medication Administration certification
- Valid Ontario Class G Driver’s License where required
- Clear Vulnerable Sector Police Check
- Proof of required immunizations
- WHMIS & OH&S training
Compensation & Benefits
- Salary range: $55,000 – $65,000 annually, based on region and experience
- Comprehensive benefits package including health and dental coverage
- Paid training and professional development opportunities
Our Commitment
Believe Support Services is committed to providing safe, inclusive, and person-centered supports that empower individuals to live fulfilling lives within their communities.
Job Type: Full-time
Pay: From $55,000.00 per year
Benefits:
- Casual dress
- Dental care
- Extended health care
- Flexible schedule
- On-site parking
- Paid time off
Flexible language requirement:
Work Location: In person
