QUALITY ASSURANCE ANALYST (Shelter and Homelessness Services)

Job ID: 64277

Job Category: Community & Social Services

Division & Section: Toronto Shelter & Support Services, Service Planning & Integrity

Work Location: Metro Hall, 55 John Street

Job Type & Duration: Full-time, Temporary (12 months) Vacancy

Hourly Rate: $40.08 - $43.91

Shift Information: Monday to Friday, 35 hours per week

Affiliation: L79 Full-time

Number of Positions Open: 1

Posting Period: 11-May-2026 to 26-May-2026 

Location and Shift Information: Staff will regularly visit various Homelessness service sites (e.g. shelters, 24-hour respite sites, warming centres) throughout the City of Toronto and may occasionally have to do so during early or late hours or on weekends or holidays.​​​​​​

To learn more about the locations of Toronto Shelter and Support Services (TSSS) sites across the city, please click on the shelter map below.

Homeless Help – City of Toronto 

Toronto Shelter and Support Services (TSSS) programs and services are expanding as the division is serving increasing numbers of people with multiple vulnerabilities. The Quality Assurance Team as a member of the Service Planning and Integrity Section is charged with developing service standards and conducting compliance reviews to ensure quality services are provided by TSSS-funded programs and services.

Applicant Information Session: 

The Toronto Shelter and Support Services team will be hosting an information session for applicants to provide information on the job. We encourage all interested applicants to attend the session to get an understanding of the Quality Assurance Analyst job in more detail. Information on the Virtual information session is listed below.

Join Us! 

If you are interested in learning more about the role, you can participate in a virtual Microsoft Teams information sessions on the following date and time below:

Friday May 13th, 2026, 9:30 am-10:00 am

Join:https://teams.microsoft.com/meet/234701885376320?p=mXxVgyq9WtbxK0N6k0

Reporting to the Supervisor Quality Assurance, the Quality Assurance Analyst:

• Conducts on-site quality assurance assessments city-wide at various times of day, including evenings and nights
• Evaluates city-funded services, such as shelters and respites, to monitor program quality and facility conditions, ensuring divisional service standards are maintained
• Educates city-funded service providers on the quality assurance requirements for their premises
• Conducts document reviews and assesses compliance with divisional standards and policies
• Identifies areas of non-compliance with TSSS service standards and directives and indicates the corrective action required
• Documents and reports the results of quality assurance assessments to management personnel
• Prepares reports for contracted agencies, internal files, and divisional use
• Provides consultation to divisional staff on quality assurance-related issues
• Develops and facilitates in-service education sessions for peers and other divisional staff
• Participates in conducting studies, surveys and analyzing findings as required
• Participates in developing, implementing and maintaining operational procedures, information systems, administrative documentation and record control for quality assurance processes
• Conducts joint field audits with supervisors and/or peers to determine adherence to standardized assessment procedures and makes recommendations as required
• Participates in internal committees and work groups
• Carries out other duties as assigned
   

Your application must describe your qualifications as they relate to:

Key Qualifications:

1. Post-secondary education in a social and human service-related discipline, or an equivalent combination of education and experience.
2. Experience conducting quality assurance/improvement assessments and reviews that include analysis and recommendations, in a social service and/or homeless service setting to assist persons experiencing the impacts of poverty and homelessness, including psycho/social/physical challenges.
3. Experience in program evaluation related to the provision of social, human or homeless services.

You must also have:

• Possession of a valid Ontario Driver's License, Class G or G2 and access to a vehicle for daily use would be considered as an asset
• Working knowledge of homeless and vulnerable populations, including Indigenous peoples, youth, persons with mental illnesses, and persons with addictions, and an understanding of one or more of the systems – employment, health, mental health, addictions, and income supports - that impact people experiencing homelessness.
• Strong interpersonal and conflict resolution skills, including the ability to deal with a variety of sensitive issues with diplomacy and tact.
• Effective oral and written communication skills, including the ability to establish good working relationships with agency partners, the public and other staff.
• Thorough knowledge of the legislation and policies governing the delivery of services to homeless and vulnerable populations, including Occupational Health and Safety Act, Toronto Shelter Standards, the 24-Hour Respite Sites Standards, in addition to other relevant legislation.
• Ability to work under minimal supervision, independently, and to meet monthly assessment targets reliably.
• Able to work as part of a team in a dynamic work environment.
• Ability to organize field work and exercise initiative and independent judgement.
• Ability to maintain neat and accurate records and prepare reports.
• Ability to meet the physical demands of the position, including prolonged walking and standing, frequent travel to various locations across the city, and conducting on-site assessments in a variety of service environments.
• Proficiency with a variety of computer software programs, including but not limited to MS Office.
• Available to work occasional early mornings, evenings, nights, weekends, and holidays as required.

NOTE TO INTERNAL FULL-TIME AND PART-TIME CITY OF TORONTO EMPLOYEES:

City of Toronto employees must apply to full-time or part-time employment opportunities posted on the City's Internal Job Posting Portal.

Equity, Diversity and Inclusion 

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.