INTERNAL/EXTERNAL - Guest Support Worker (Main) Permanent Full-Time

Job summary

The Guest Support Worker provides frontline, trauma-informed care to individuals experiencing homelessness, mental health challenges, or substance use. Responsibilities include addressing basic needs, de-escalating crises, and maintaining a safe, welcoming environment for all guests.

Job details

Job Title: Guest Support Worker (Main) Reports to: Manager of Guest Services Location: Main Building Employment Type: Permanent Full-Time Rate of Pay: $25.25 per hour Hours: Flexible - Days, Evenings, Weekends The Guest Support Worker plays a frontline role in providing compassionate, trauma-informed care to individuals experiencing homelessness, mental health challenges, or substance use. As part of an interdisciplinary team, this position helps create a safe, respectful, and welcoming space for all Guests. What You’ll Do Support Guests by addressing basic needs (food, hygiene, shelter) while maintaining professional boundaries Build rapport using harm-reduction, trauma-informed, and person-centered approaches De-escalate crises and maintain a safe environment for Guests, staff, and Volunteers Collaborate with internal teams and external partners to ensure continuity of care Follow policies and safety protocols aligned with trauma-informed, culturally responsive practices Maintain accurate notes and contribute to communication and documentation Participate in team meetings, training, and service improvement initiatives Perform light housekeeping (e.g., room setup, spill cleanup) and offsite errands Open to cross-training across Mercy House What You Bring Post-secondary education in healthcare, social services, or related field Experience in shelters, residential care, or community support Knowledge of community resources for those facing homelessness and addictions Strong communication, interpersonal, and problem-solving skills Ability to work with diverse populations and a commitment to equity and inclusion Comfortable with physical tasks (lifting up to 50 lbs.) Able to work independently and in a team Clear Record of Conduct and Vulnerable Sector Check required. Equivalent education/experience may be considered. CLOSING DATE: September 21, 2026 (2026GM016)

What you’ll do

The Guest Support Worker provides frontline, trauma-informed care to individuals experiencing homelessness, mental health challenges, or substance use. Responsibilities include addressing basic needs, de-escalating crises, and maintaining a safe, welcoming environment for all guests.

Requirements

Candidates must have post-secondary education in healthcare or social services and experience in shelters or community support. A clear record of conduct and a vulnerable sector check are required for this position.

Listed skills

• Teamwork · Preferred
• Problem solving · Preferred
• interpersonal skills · Preferred
• Housekeeping · Preferred
• Documentation · Preferred
• Communication · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Trauma-informed care
• Harm reduction
• Crisis de-escalation
• Person-centered approach
• Communication
• Interpersonal skills
• Problem-solving
• Documentation
• Housekeeping
• Community resource knowledge
• Equity and inclusion
• Teamwork
• Service Improvement
• Rapport Building
• Trauma Informed Approaches
• Cultural Responsiveness
• Compassion
• Mental Health
• Social Work
• Customer Service
• Problem Solving
• Service Improvement Planning
• Trauma Care

Job areas

• Social Services
• Healthcare
• Customer Service & Support
• Support Worker
• Social / Human Services Assistant
• Social Work Associate Professionals
• Social and Human Service Assistants