INTERNAL ONLY - Guest Support Worker, Main Temporary Full-Time

Job summary

Provide compassionate, trauma-informed support to Guests experiencing homelessness, mental health challenges, or substance use, including assistance with basic needs and crisis de-escalation. Coordinate with internal teams and external partners, maintain accurate documentation, follow safety protocols, and contribute to team activities and daily operations.

Job details

Job Title: Guest Support Worker Temporary Full-Time - Internal Only Reports to: Manager of Guest Services Location: Main Building Employment Type: Temporary Full-Time Type: Union 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: October 6, 2026

What you’ll do

Provide compassionate, trauma-informed support to Guests experiencing homelessness, mental health challenges, or substance use, including assistance with basic needs and crisis de-escalation. Coordinate with internal teams and external partners, maintain accurate documentation, follow safety protocols, and contribute to team activities and daily operations.

Requirements

Post-secondary education in healthcare, social services, or a related field and experience in shelters, residential care, or community support are sought; equivalent education or experience may be considered. Candidates should know relevant community resources, communicate and problem-solve effectively, work well with diverse populations, be able to lift up to 50 pounds, and provide a clear record of conduct and Vulnerable Sector Check.

Listed skills

• Problem solving · Preferred
• interpersonal skills · Preferred
• Housekeeping · Preferred
• Documentation · Preferred
• Communication · Preferred
• Team Collaboration · Preferred
• Guest Support · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Trauma-Informed Care
• Harm Reduction
• Person-Centered Support
• Crisis De-Escalation
• Guest Support
• Basic Needs Assistance
• Professional Boundaries
• Safety Protocols
• Community Resource Knowledge
• Communication
• Interpersonal Skills
• Problem-Solving
• Documentation
• Team Collaboration
• Culturally Responsive Practice
• Housekeeping
• 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
• Security & Safety
• Support Worker
• Caregiver / Personal Care Aide
• Companions and Valets
• Personal Care Aides
• Home Health and Personal Care Aides