ShelterCare Support Worker – Waterloo in Alton

At House of Friendship, we believe in what we are doing. We get out of bed each day to make a difference in our community; to walk with and to serve. We are not happy with the status quo. We get energy from ongoing learning and growth. We lead with passion and believe without a doubt that everyone deserves to belong and thrive. We live and breathe our values of Compassion, Inclusion, Justice, Dignity and Hope.

A shelter program that is following the ShelterCare model of providing a place to stay and staff support 24/7. ShelterCare creates opportunities where individuals experiencing homelessness have access to on-site, integrated housing and health supports so they can become healthier and exit the cycle of homelessness for good. The ShelterCare Support Worker will work as a member of an interdisciplinary team to support men experiencing homelessness to secure appropriate permanent housing.

The ShelterCare Support Worker will support individuals in improving their health, wellness, and the life skills needed to be successful in the ShelterCare program and to successfully transition to housing. A trauma-informed, person-centered and housing-first approach is demonstrated in one-on-one and team-based interactions. Successful candidates may also be required to provide program coverage and support at the Safer Use program (SUP) located within ShelterCare, as needed.

This is a six-month contract position from approximately mid-November 2026 to May 21, 2027. Shifts will be Monday to Friday 4:00pm to 12:00am. Successful completion of a Police Records Check (Vulnerable Sector) is required pre-employment.

Key Responsibilities

• Engage participants in meaningful support relationships to achieve the goal of obtaining permanent housing, wellbeing stability and a successful stay while accessing ShelterCare.
• Understand and consistently implement program policies and procedures, including incident reporting, harm reduction, fire prevention, privacy and confidentiality, safe substance use onsite, restrictions and restorative practices, storage of personal belongings, etc.
• Work with each new person accessing the program for intake conversations and orientation to the program, including expectations and intended program outcomes of the shelter stay.
• Engage in rapport building with individuals while doing on-the-floor tasks such as healthy living space assessments and life skill building.
• Connect with a caseload of individuals accessing the shelter to develop personalized housing plans to ensure experiences of homelessness are as brief as possible.
• Engage participants in building life skills tied to housing retention, such as navigating community resources to enhance the circle of support and resources pertaining to financial and overall wellbeing.
• Maintain high levels of professional accountability and integrity in managing data (e.g. HIFIS, day logs, support notes) and any required work involving database entry.
• Pay attention to detail and integrity in managing the personal belongings of the people we serve, including the signing in and out and management of medications.
• Act as a first responder to medical emergencies/crisis to ensure participants' wellbeing and navigate emergency services to respond.
• Implement work procedures to improve our service excellence and organizational culture.
• Ensure a clean and hygienic environment for all, which may include cleaning up bodily fluids/waste.
• Witness and respond to crisis situations.
• Confidently support conflict de-escalation while addressing behavioural concerns to ensure effective mitigation of risk.
• Contribute to a culture of belonging and connection where each person is valued.
• Assist in program planning, development and improvement through special projects, committee work or ad hoc working groups.
• Engage in ongoing training and development, including daily on-the-job learning within the program, required courses and learning opportunities provided at an organizational level.
• Participate in scheduled team meetings, program and organizational town halls.
• Contribute to the organizational strategic planning process and annual planning processes within the program.

Job Specific Knowledge/Skills

• Aptitude for accurate and objective note keeping and data entry.
• Strong oral and written communication skills.
• Commitment to a trauma-informed and strength-based approach to supporting people.
• Ability to handle crisis situations in a calm and collaborative manner.
• Awareness and support of harm reduction approaches and providing harm reduction supplies as needed.
• Comfortable responding to emergency situations and providing First Aid/CPR when applicable.
• Strong relationship management skills and the ability to engage in meaningful conversations to develop rapport with individuals.

Education/Experience

• Two-year post-secondary education in a related field of study (i.e. social services, social work, addictions, mental health, community development etc.).
• Experience providing individualized support services.
• Experience of homelessness or relating with people experiencing homelessness.
• Experience of working with those who have experienced mental health challenges, addictions and trauma.
• Experience using online communication platforms, such as Microsoft Teams, is an asset.

Critical Skills

• Commitment to understand and uphold the mission, vision and values of House of Friendship.
• Maintain connection to your personal reasons for doing this work and how your purpose connects to the mission, vision and values of the organization and program.
• Commitment to consistently uphold the policies and procedures for the program and organization.
• Exemplary emotional intelligence, resilience, communication, conflict management and problem-solving skills required.
• Ability to work professionally as a team member with staff, participants and community members.
• Experience or strong interest in working with diverse and vulnerable populations.
• Willingness to continue learning to use an anti-racism, anti-oppressive and trauma-informed approach.
• Must be dependable, professional, adaptable, a team player, and have an ability to extend hope.
• Respectful, supportive and engaging approach to persons with physical and/or cognitive disabilities, addictions, trauma, mental illness and other life challenges.
• Excellent organizational and time management skills – attention to detail, including skills in logistics, planning and objective note keeping.
• Liaison with local emergency and mental health services (i.e. CMHA, police services, EMS, Here 24/7).
• Observation of safe consumption and distribution of harm reduction supplies.

Compensation

At House of Friendship, we know that our team members are the key to the success of our organization and our ability to provide essential services to the community. In support of our mission and in alignment with our values, House of Friendship is committed to ensuring fair, market competitive, and rewarding compensation practices for all of our team members.

We value the work that you do with fair pay and benefits:

• Time off includes equivalent of 3 weeks' vacation and 2 paid personal days per year.
• Employee & Family Assistance Program.

Rate of Pay

Grade: 4 Min: $23.43 Mid: $26.45 Max: $29.48.

Working Conditions

Environment where individuals accessing this program are under the influence of alcohol or other drugs, and/or experiencing symptoms of mental illness can be expected.

House of Friendship is open and inviting to qualified candidates with lived experience. We strive to create a workplace free of harassment and discrimination and are committed to removing barriers and being an inclusive work environment.

If you require accommodations to be able to participate fully at any stage in the recruitment process, please let us know so that we can discuss accommodation options. Accommodations will be provided upon request.

If you are as passionate as we are about serving the community, let's talk.