Shelter Support Worker

As the first point of contact for participants seeking support, you will be expected to provide excellent service that promotes dignity, kindness, and equity for all. 

Respond quickly to individuals in crisis, both inside and outside the building. This includes, but is not limited to, physical or mental health concerns, anger and aggression, and interpersonal crises. The worker must identify the crisis, minimize the harm to the individual and others, use de-escalation skills and assist the individual to explore healthy alternative options. 

Provide addiction support using harm reduction philosophy and strategies. 

Use case management tools to help shelter/drop-in participants work on short-term and long-term goals in relation to housing. 

Enforce shelter rules, expectations, and suspensions with participants when necessary. 

Practice conflict resolution and facilitate reconciliatory conversations. 

Provide support to community members seeking shelter by addressing basic needs. 

Assist with daily meal programs. 

Assist with various janitorial and maintenance tasks as needed to uphold the cleanliness and functionality of the shelter. 

Ensure the daily operation of the shelter, including tasks such as laundry, cleaning common areas, operating the locker room, conducting security checks, and supervising shelter activities. 

Model healthy relationships with community participants and volunteers through active listening, advising and providing appropriate referrals 

Be a supportive and proactive member of the team, including volunteers and other visitors. 

Participate in staff training, attend staff meetings, and have one-on-one sessions with Shelter Manager. 

Collect data and maintain accurate client records in HIFIS and NVSSS SharePoint. 

Submit incident reports when necessary. 

Respect proper boundaries with participants. 

Provide and maintain a safe, clean environment for respite, for adult community participants. 

Take initiative and use critical thinking to assess situations and make appropriate decisions to support participants. 

Through a person-centered approach, you will encourage community participants to seek resources and services that support them in achieving their goals. 

Adhere to the privacy and confidentiality standards as outlined by FOIP and the Health Information Act. 

Perform other duties as assigned. 

Degree/Diploma/Certificate in a Human Services field or other related field 

Minimum of one years' experience working with those experiencing homelessness, marginalized or at-risk populations. An equivalent combination of education and experience may be considered 

A passion to be part of ending homelessness in British Columbia 

Demonstrated competency to practice crisis intervention 

Ability to de-escalate and problem solve with individuals under the influence and/or struggling with a mental health crisis, while remaining calm and professional 

Ability to establish and maintain rapport with culturally diverse shelter participants, including a familiarity with the Indigenous culture 

Knowledge of Merritt’s community resources 

Excellent organizational, written, oral and interpersonal skills with the ability to effectively communicate with shelter participants, members of a team, and community agencies 

Excellent organizational and time management skills 

Ability to be a self-starter able to work in a cross-functional team 

Ability to accomplish goals with minimal supervision 

Proficient computer skills (Microsoft Office Programs) 

Knowledge of FOIPPA and ability to observe confidentiality standards 

Willingness to complete required training (e.g. First Aid, SafeTALK, Non-violent) to be fully equipped to work with guests 

This is a casual, on-call position. Shifts are not guaranteed and will be scheduled based on your availability and operational needs. 

Fast-paced challenging work environment demanding 

Physical effort - moderate to significant amounts of walking, climbing, standing, sitting, lifting, carrying (must be able to lift up to 25 to 50 pounds) 

Varied mental and emotional demands, including providing compassionate care, conflict resolution, and responding appropriately to intense situations. 

Possible exposure to infectious waste, diseases, and other hazardous conditions. We prioritize your safety through PPE, protocols, and open communication about any concerns. 

Employees should be aware that shelter participants who have experienced significant complex trauma may exhibit unpredictable challenging behaviors, including verbal aggression, discriminatory remarks, or emotional outbursts. These behaviors are understood as trauma responses and survival strategies rather than personal attacks. Such situations require patience, empathy, and emotional regulation from staff. While trauma-informed approaches and de-escalation training are provided, these interactions are considered typical working conditions. 

This position is contingent upon continued funding 

Must have legal authorization to work in Canada on a full-time basis for anyone other than current employer. 

A satisfactory employment background check and vulnerable sector search are required. 

Must sign and adhere to NVSSS's Privacy and Confidentiality Agreement.