Leadership at the Welcome Centre Shelter isn’t just about policies or procedures—it comes from experience, dedication, and a deep understanding of the people the shelter serves. Dawn Toth embodies that leadership. Over the past 13 years, she has grown from a student placement to the Shelter Manager, guiding a team that supports women, children, and families through some of life’s most challenging moments.
Dawn’s journey to the Welcome Centre wasn’t linear. About 15 years ago, she faced her own challenges—being in a relationship with someone who used substances—and found herself unsure of how to move forward. A referral to a women’s support group introduced her to a facilitator who worked at the Centre. Through shared stories of clients’ experiences, Dawn recognized reflections of her own life and was inspired to take the next step.
“When I needed a student placement, I asked if I could come to the Centre,” she recalls. “That was the start. I began as a student, then worked as a part-time Shelter Support Worker, moved into a full-time midnight shift, transitioned to days, and eventually became a manager. Every step—challenges and opportunities alike—led me here.”
For Dawn, no two days are ever the same.
“Each day brings something new—supporting staff, problem-solving a challenging situation, working with clients, or navigating unexpected emergencies,” she explains. “The best part is knowing we’re working together to support women and families through some of the hardest moments of their lives.”
Balancing administrative duties with hands-on support is another key part of her role. With nearly 60 staff, the demands are significant, but Dawn emphasizes the importance of staying connected to both clients and team members.
“Thanks to an amazing admin assistant, I can step out from behind the desk and spend time with my team and clients—the part of the job that reminds me why I started this work in the first place,” says Dawn.
At the Centre, safety is a personal concept.
“What feels safe to me might not feel safe to someone else,” Dawn says. “We focus on giving clients options so they can define what safety means for them. For some, it’s privacy and space; for others, it’s knowing staff are nearby if they need help. Being supportive is about listening, meeting people where they’re at, and offering help in ways that empower rather than judge.”
With such emotionally intense work, burnout is a real risk. Dawn counters it by focusing on impact and setting boundaries.
“Supporting women and families, celebrating client successes, and seeing my team step up for each other keeps me motivated,” she says.
The shelter’s expansion to house 120–130 people daily brought new challenges and opportunities.
“With more clients comes more coordination—clients, staff, and services. It’s a bigger puzzle to manage, but it’s rewarding,” Dawn notes, “The new space also enables services that weren’t possible before: an on-site medical room, a dedicated kids’ area, and peer support staff with lived experience. These features allow us to meet people’s needs more fully and provide support in ways that truly make a difference.”
Working at the Centre has reshaped Dawn’s perspective on homelessness.
“It’s not a choice or a personal failure—it can happen to anyone,” she says. “Homelessness is not who someone is; it’s what they’re experiencing. Every client teaches me the importance of listening, understanding, and creating a space where they can move forward with dignity.”
Reflecting on her career, Dawn finds reward in her own growth.
“From student to manager, I’ve learned so much along the way. That growth allows me to show up better for both clients and staff. Knowing my journey makes a difference in how I lead and support others is what I’m most proud of.” She also hopes the public understands the depth of the work the Centre does. “It goes beyond providing a bed or a meal. Every day, we help people navigate complex systems and empower them to make choices for themselves. It’s hard, rewarding work that requires patience, empathy, and a belief that everyone deserves a chance to rebuild stability and dignity.”
On a personal level, Dawn says one of her greatest challenges has been managing her own biases. “It’s easy to make assumptions without realizing it. Over time, I’ve learned to pause, reflect, and approach each situation with curiosity rather than judgment. This self-awareness helps me support clients more effectively and sets an example for staff to do the same.”
Through it all, Dawn Toth continues to lead with insight, compassion, and a steadfast commitment to the women and families she serves—proving that leadership in a shelter is as much about heart as it is about management.
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