Program Support Worker - Daytime

Job summary

The Program Support Worker provides daily operational and emotional support to women in a shelter, facilitating their transition to stable housing. They manage crisis situations, maintain accurate case documentation, and assist clients in accessing essential services and resources.

Job details

The Program Support Worker plays a vital role in supporting women experiencing poverty, addictions, violence, mental health challenges and homelessness as they transition into safe and stable housing. As a key member of our interdisciplinary team, this role focuses on day-to-day operational and emotional support, ensuring the smooth functioning of the program and the wellbeing of residents. Through compassionate, trauma-informed support and consistent operational care, the Program Support Worker helps create a safe and stable environment where women feel empowered to heal, rebuild and move toward long-term housing stability and overall wellbeing. This role is scheduled from 7:00 a.m. to 3:00 p.m., Monday through Friday. WHAT WE OFFER * Truly rewarding work; contribute to lasting, positive change for individuals and our community * A supportive team environment and opportunities for professional development * Comprehensive benefits including an employee assistance plan * Paid time off (for eligible roles; prorated based on start date and FTE) includes: * 3 weeks of paid vacation * 6 personal days * 12 sick days * A paid day off to celebrate your birthday WHAT YOU'LL DO * Create a welcoming, inclusive environment that respects diverse identities, cultures, and lived experiences * Build trusting, trauma-informed, and professional relationships with clients through consistent, compassionate presence * Support clients in navigating emotional distress, conflict, or crisis using grounding techniques and crisis de-escalation strategies * Respond to crises with calm, appropriate interventions and access emergency supports when necessary * Assist clients in identifying and articulating their needs, preferences, and goals in collaboration with their key Case Manager * Identify services and resources appropriate to the client’s service plan and support clients in accessing them, including referrals and advocacy * Support clients in accessing basic needs such as food, hygiene supplies, and clothing * Help clients feel safe and empowered during transitions such as move-ins, exits, or changes in care * Assist clients with activating their safety plans created with their key Case Manager * Maintain accurate and timely documentation, including critical incidents, shift notes and case notes * Coordinate lease agreements, renewals and move-in/move-out procedures with sensitivity and efficiency * Adhere to sound record keeping and documentation practices, including safe storage of confidential information, timely data entry and objective case noting * Collect rents and actively address rent arrears by supporting clients in developing rent-repayment plans as needed * Support data entry and administrative tasks related to program evaluation and reporting * Integrate equity, diversity and inclusion principles into one’s role, work, and engagement with others, as aligned with YW Calgary’s EDI strategy and values * Understand YW Calgary’s Health, Safety and Wellness (HS&W) policies, practices and protocols; ensure work is performed safely and in alignment with YW’s HS&W culture QUALIFICATIONS * Post-secondary education in Human Services, Social Work, or equivalent * 1-2 years’ experience working in a shelter setting WHAT YOU'LL BRING * Training in trauma-informed care, gender-based violence, and crisis intervention preferred * Experience working with vulnerable populations, specifically diverse women impacted by intersectional barriers * Ability to respond to high pressure situations and consistent use of trauma-informed and strengths-based approaches * Skilled at balancing priorities while maintaining a calm and supportive presence * Collaborative; strong communication, organizational, and record-keeping skills * Ability to manage sensitive situations with discretion and professionalism * Proficiency with Microsoft Office, data systems and reporting tools If you want to change lives, we want to hear from you. Deadline: until a successful candidate is found Apply today by submitting your resume, cover letter, and salary expectations. Check out our website for more information about YW Calgary: www.ywcalgary.ca YW Calgary is committed to providing an equitable, diverse, and inclusive workplace where all employees, volunteers and clients feel valued and respected, whatever their race, religious beliefs, colour, gender, gender identity, gender expression, sexual orientation, disability, age, ancestry, or place of origin. Privacy statement: Personal information is managed in accordance with Alberta’s Personal Information Protection Act (PIPA) and other applicable laws and we are committed to safeguarding your personal information. During the recruitment process personal information is collected for the purpose of people practice management. Privacy inquiries can be directed to the attention of the Privacy Officer at reply@mindfulworkplace.ca [reply@mindfulworkplace.ca].

What you’ll do

The Program Support Worker provides daily operational and emotional support to women in a shelter, facilitating their transition to stable housing. They manage crisis situations, maintain accurate case documentation, and assist clients in accessing essential services and resources.

Requirements

Candidates must have post-secondary education in Human Services, Social Work, or an equivalent field. A minimum of 1-2 years of experience working in a shelter setting is required.

Benefits

• Employee assistance plan
• Paid time off
• 3 weeks of paid vacation
• 6 personal days
• 12 sick days
• Paid birthday off

Listed skills

• crisis intervention · Preferred
• record keeping · Preferred
• case management · Preferred
• Documentation · Preferred
• Communication · Preferred
• Microsoft Office · Preferred
• Data entry · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Trauma-informed care
• Crisis intervention
• Case management
• Conflict resolution
• Crisis de-escalation
• Documentation
• Record keeping
• Data entry
• Advocacy
• Communication
• Organizational skills
• Microsoft Office
• Equity and inclusion
• Strengths-based approach
• Professionalism
• Workplace Inclusivity
• Trauma Informed Approaches
• Lease Contracts
• De-escalation Techniques
• Record Keeping
• Time Off Management
• Administrative Functions
• Compassion
• Mental Health
• Medical Records
• Social Work
• Crisis Intervention
• Data Entry
• Human Services
• Practice Management
• Program Evaluation
• Relationship Building
• Trauma Care
• Emotional Distress
• Balancing (Ledger/Billing)
• Reporting Tools

Job areas

• Social Services
• Healthcare
• Administrative
• Support Worker
• Caregiver / Personal Care Aide
• Companions and Valets
• Personal Care Aides
• Home Health and Personal Care Aides

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