INTERNAL ONLY - LOCAL CUPE 5478 Guest Support Lead (Mercy House, Days)

Job summary

Guest Support Worker, Lead Posting Type: Internal (CUPE Local 5478) Rate: $27.80/hour Employment Type: Full-Time, Permanent Location: Mercy House (Day Shift) Shifts: Flexible schedule including days, evenings and weekends Overview Mercy House is seeking a compassionate and experienced Guest Support Lead to oversee daily operations and provide leadership to the Guest Support team. Reporting to the Manager of Housing, this position plays a key role in maintaining a safe, inclusive, and Guest-centered environment. You’ll guide staff, respond to crises, and act as the primary contact for inter…

Job details

Guest Support Worker, Lead Posting Type: Internal (CUPE Local 5478) Rate: $27.80/hour Employment Type: Full-Time, Permanent Location: Mercy House (Day Shift) Shifts: Flexible schedule including days, evenings and weekends Overview Mercy House is seeking a compassionate and experienced Guest Support Lead to oversee daily operations and provide leadership to the Guest Support team. Reporting to the Manager of Housing, this position plays a key role in maintaining a safe, inclusive, and Guest-centered environment. You’ll guide staff, respond to crises, and act as the primary contact for internal teams and external partners during your shift. What You’ll Do · Lead and support Guest Support staff on shift, assigning duties and coordinating breaks · Model trauma-informed, harm-reduction, and person-centered practices · Respond to Guest needs and incidents, including behavioral and medical concerns · Foster positive, respectful relationships while maintaining professional boundaries · Serve as the point of contact for community partners and emergency services · Ensure smooth shift transitions through effective communication and documentation · Support safety protocols and organizational policies What You Bring · Post-secondary education in social sciences, human services, or related field · At least 2 years’ experience in shelter, housing, or community support · Proven leadership skills and experience managing staff · Strong communication, crisis response, and conflict management abilities · Knowledge of trauma-informed care, harm reduction, and inclusive practices · Physically able to lift up to 50 lbs. and perform related tasks · Clear Record of Conduct and Vulnerable Sector Check required Equivalencies in education and experience will be considered. CLOSING DATE: EOD Tuesday, July 7, 2026 (2026GMHL002)

What you’ll do

Oversee daily operations and provide leadership to the Guest Support team to maintain a safe, inclusive environment. Act as the primary contact for internal teams and external partners while responding to behavioral and medical crises.

Requirements

Requires post-secondary education in social sciences or a related field and at least 2 years of experience in shelter or community support. Must possess strong leadership skills and a clear Vulnerable Sector Check.

Listed skills

• Effective communication · Preferred
• Leadership · Preferred
• staff · Preferred
• Teams · Preferred
• management · Preferred
• Documentation · Preferred
• Communication · Preferred
• Reporting · Preferred
• Time · Preferred
• Flexible · Preferred
• Leadership skills · Preferred
• Guest Support · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Leadership
• Crisis Response
• Conflict Management
• Trauma-Informed Care
• Harm Reduction
• Person-Centered Practice
• Staff Management
• Communication
• Documentation
• Safety Protocols