Internal - Shelter Temporary ; Possibility of Extension

Job Title:

Guest Support Worker

Reports to:

Guest Services Supervisor and Housing Manager

Location:

Mercy House and O'Callaghan's Haven/Shelter

Employment Type:

Union
-Temporary Full-Time (4 months, with the possibility of extension)

Hours:

Evenings, Overnights and Weekends

The Guest Support Worker plays a key frontline role in delivering compassionate, responsive, and trauma-informed care to individuals who are homeless,precariously housed, or experiencing complex challenges related to mental health, physical health, or substance use. As part of a collaborative, interdisciplinary team, this position is often the first point of contact for Guests and is essential to creating a welcoming, respectful, and safe environment.

• Serve as a consistent and compassionate presence for Guests by addressing basic needs such as food, hygiene, shelter/housing, and emotional support, while upholding professional boundaries and respecting individual autonomy.

• Build rapport through respectful, non-judgmental engagement, utilizing trauma-informed, harm reduction, and person-centered approaches to support Guests facing complex challenges, including homelessness, mental health, substance use, and physical health issues.

• Identify and de-escalate potential crises using sound judgment and established intervention strategies, maintaining a safe and inclusive space for all Guests, staff, and volunteers.

• Work collaboratively with internal staff and external partners, including healthcare professionals, social workers, and outreach services, to support continuity of care and ensure Guests are connected to appropriate resources.

• Adhere to policies, procedures, and health and safety protocols, ensuring consistency with trauma-informed and culturally responsive practices.

• Maintain accurate, timely notes and contribute to organizational learning through clear communication and electronic documentation, as necessary.

• Actively participate in team meetings, , training, and continuous quality improvement initiatives to strengthen services and uphold the mission and values of The Gathering Place.

• Perform light housekeeping duties as required including kitchen set up/take down, room preparation, cleanup of spills etc.

• Completion of offsite errands as necessary

• Other duties as required

• Post-secondary education in healthcare, mental health, social services, or a related human services field.

• Experience working in shelters, residential care, or community-based support settings.

• Strong knowledge of community resources available to individuals experiencing homelessness, mental health & addictions issues and marginalization.

• Demonstrated understanding of harm reduction, trauma-informed care, and person-centered support.

• Excellent interpersonal, communication, and relationship-building skills.

• Proven ability to exercise sound judgment, problem-solving, and critical thinking in fast-paced environments.

• Comfort working with individuals from diverse backgrounds and a demonstrated commitment to equity, diversity, and inclusion.

• Ability to lift and carry up to 50 lbs. and perform physical tasks as required.

• Must be able to work independently and as part of a multidisciplinary team.

• A strong commitment to social justice and improving outcomes for the most vulnerable.

• Clear Record of Conduct and Vulnerable Sector Check are required.

Equivalencies in education and experience will be considered.

Closing Date:
September 16, 2026