Shelter Support Worker

JOB DESCRIPTION 

Position: Shelter Support Worker   

Vacancy: 1 Full-Time Day Position

Hours: Days – 8 am – 4 pm

Length: Permanent

Wage: Per current Wage Grid, starting at $18.75 hourly, increases at completion of 3-month probation to $19.75 and maxing out at $21.30 after accumulating 1950 hours.

Reports To: Centre Manager 

START DATE: July 2026 

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GENERAL DESCRIPTION

Shelter Support Workers provide a diversity of daily support for households accessing shelters and the programs that support them. Clients are diverse across backgrounds, presenting needs, barriers, and strengths, including many who have concurrent mental illness, substance use, and/or physical health issues impacting their housing status; Shelter Support Workers support them all, utilizing harm reduction, housing-first, and trauma-informed philosophies. Duties include, but are not limited to, building security, crisis intervention, critical thinking and problem-solving, intakes/discharges, housekeeping duties, and administrative functions on a per shift basis, 24 hours a day.

The role includes responsibility for shift duties within the shelter program and the provision of in-the moment supports to women and families residing within the shelter program. Shelter Support Workers cover shifts of Days, Afternoons, and Midnights 365 days a year through a combination of full-time staff, part-time permanent rotating staff, and casual/on-call staff. Hiring is generally for minimum 2-4 shifts weekly, afternoons and weekends, including midnights. Scheduling is completed at least 1 calendar month in advance. De-Escalating Potentially Violent Situations, CPR/First Aid training provided.

These positions follow Ontario’s Employment Standards Act (ESA), including provisions for hours of work, rest and meal breaks, public holidays, vacation entitlements, equal pay for equal work, and the right to disconnect outside scheduled hours unless an emergency requires contact.

MINIMUM QUALIFICATIONS

· Experience working with women+ and in women’s organizations

· Strong verbal and written communication skills

· Successful completion of a criminal background check

· Knowledge of community resources and community organizations is an asset

· Demonstrated understanding and use of harm reduction, trauma-informed care, suicide intervention, crisis intervention, and motivational interviewing skills an asset

· Six months of recent and related work experience with an emphasis on mental health, homelessness, addictions, and/or social services

· Minimum of a diploma in community social services, social work, or a related field is required or a combination of experience/training/education deemed relevant to the job duties.

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The following duties outline the requirements of the Shelter Support Worker position; all items noted are used in instances of performance evaluation.

HUMAN RESOURCES

· Understand and adhere to the contents of the Human Resource and Employee Orientation Manuals

· Provide shift change to incoming staff per most up-to-date method (verbal or written), as needed or directed by Centre Manager or incoming Shelter Support Staff

· Participate actively in scheduled employee staff meetings and training programs

· Comply with all ESA entitlements including scheduled breaks (minimum 30 minutes unpaid meal break for every 5 consecutive hours worked, or as arranged), limits on daily/weekly hours of work, overtime pay provisions, and equal pay requirements

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STUDENT PLACEMENT PROGRAM

· Provide support and encouragement to scheduled interns of various academic programs

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CLIENT CONTACT

Common to all shifts:

· Read communication book, client files, and notes left from previous staff

· Complete shelter security rounds three times per shift checking door locks and signs of obvious distress, disrepair, and concern.

· Document information in clients’ HIFIS files pertaining to housing and items impacting housing

· Answer phones and doorbell

· Provide medication to residents as requested from meds cabinet (no dispensing duty)

· Admission and discharge of residents as required following all current procedures and process

· Interact with clients to build rapport and provide in the moment supports

· Support residents in understanding and adhering to shelter guidelines

· Complete follow-up tasks with clients as directed by the Social Work Programs Coordinator

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ADMINISTRATIVE/STATISTICS

· Complete appropriately and efficiently in HIFIS the intake/discharge of clients

· Ensure requests for vacation time and or shift requests/accommodation requests are submitted to Centre Manager prior to the 10th of the month preceding the request

· Ensure all shift change communications are accurate, to C.A.R.E standards

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SHIFT DUTIES

•Complete all required shift duties as assigned, may vary between days/afternoons/midnights

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COMMUNITY

· No assigned community tables are noted in these positions.

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Physical/Mental Demands

Strength Guidelines

This position may occasionally require lifting and carrying items. The maximum weight an employee may be asked to lift is approximately 30 lbs. (e.g., a box of paper or supplies, bins of client belongings, donations). While this role does not involve heavy lifting on a regular basis, the ability to move light to moderate loads safely is required. Strength requirements are stated in a gender-neutral manner to ensure inclusivity and fairness.

Motion Parameters

The role involves a range of physical movements depending on the task. Employees may be required to sit for extended periods, stand or walk throughout a shift, climb stairs, bend, reach, squat, kneel, or perform repetitive motions.

Vision and Hearing Requirements

Adequate vision and hearing (with or without accommodation) are required to perform the essential functions of this role. This may include reading documents or screens, observing surroundings, communicating in person or over the phone, and maintaining awareness in potentially noisy environments.

Work Environment

Work is primarily conducted indoors in a shelter setting, though employees will be exposed to outdoor weather conditions when assisting clients or performing tasks (outdoor rounds, removal of garbage/recycling). The environment involves exposure to varying noise levels, strong odors, stressful situations, heat, cold, rain, and snow. Employees should be comfortable working in a fast-paced setting with consistent unpredictability.

Emotional Demands

This role demands an elevated level of emotional resilience and readiness. Employees must be able to engage directly with individuals experiencing crisis, trauma, or significant distress, and manage exposure to sensitive or potentially triggering information with professionalism, empathy, and care. The role demands strong boundary-setting, emotional regulation, de-escalation skills, and a consistent capacity for compassion, patience, and non-judgmental support.

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Equity and Inclusion:

The Welcome Centre Shelter for Women and Families is committed to building a diverse, inclusive, and equitable workplace. We encourage applications from individuals who reflect the diversity of our community, including women, 2SLGBTQIA+ people, Indigenous peoples, Black and racialized individuals,

people with disabilities, and those with lived experience of homelessness, poverty, mental health, or substance use. Accommodation is available throughout the recruitment process upon request.

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ESA Compliance Notes:

This position adheres to all ESA standards, including:

· Hours of Work & Overtime: Maximum daily and weekly hours, with overtime pay at 1.5x after 44 hours/week

· Breaks & Rest Periods: Minimum 30-minute unpaid meal break per 5 consecutive hours worked; at least 11 consecutive hours off daily; 24 consecutive hours off weekly or 48 hours bi-weekly

· Public Holidays: Paid per ESA guidelines

· Vacation & Vacation Pay: 10 days upon hire and up to one year, 15 days at year 2-3; 20 days at year 4-7, 25 days at year 8-11, and 30 days at year 12+. 4% or 6% vacation pay

· Equal Pay for Equal Work: Compliance across full-time, part-time, and casual roles performing substantially the same work

· Right to Disconnect: Staff are not required to engage in work-related communications outside scheduled hours, except in emergencies or as otherwise agreed under policy

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Record Keeping: Copies of job postings, application forms, resumes, and interview-related communications will be retained for three (3) years.

Updated: January 2026 Review: January 2027

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HOW TO APPLY

Applicants should email a resume and cover letter outlining how they meet the specific requirements of the position to d.toth@welcomecentreshelter.com att: Dawn Toth, Centre Manager- by July 3, 2026. While we sincerely appreciate all applications, only those candidates selected for an interview will be contacted. All candidates who are interviewed will be notified of the outcome of their application whether they have been successful or not within 45 days of their final interview.

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AI Disclosure

The Welcome Centre Shelter for Women and Families does not use artificial intelligence (AI) tools to screen or assess applicants at any stage of the recruitment process. All applications are reviewed by our Human Resource/Hiring Team.

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