INTERNAL ONLY - Guest Support Worker SHELTER Full-Time Permanent

J ob Title: Guest Support Worker INTERNAL ONLY

Reports to:  Guest Services Supervisor and Housing Manager  

Location: Mercy House and O'Callaghan's Haven (Shelter) Employment Type: Full-Time Permanent

Type: Union  

Rate of Pay: $25.25 per hour
Hours: Evenings, Overnights and Weekends 

Position Summary  

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.  

Key Responsibilities  

• 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  

Qualifications & Skills  

• 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 .  

• 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  .  

Equivalencies in education and experience will be considered.

Closing Date: EOD Monday, July 27, 2026  

(2026GOCH007)