Shelter Support Worker

About Us

The Nicola Valley Shelter and Support Society provides protection, care, and support to individuals in the Merritt region who are experiencing poverty, homelessness, or housing insecurity. We offer stability, security, and resources to help people rebuild their lives with dignity. We are committed to dismantling systemic barriers and fostering empowerment through culturally inclusive programming, particularly in collaboration with local Indigenous communities. At NVSSS, we believe in offering dignity, respect, and trauma-informed, person-centered support to help individuals rebuild their lives.

Job Summary

Walking alongside community participants who face significant trauma and barriers to housing, food, and other basic needs, the Shelter Support Worker acts as a frontline guide and advocate. You’ll connect participants with internal and external services, assist with housing transitions, and ensure their journey toward stability is supported with empathy, professionalism, and respect.

Crisis intervention, meaningful conversations, case management, and conflict resolution are part of your daily toolkit as you help maintain a safe and inclusive environment within the shelter.

Key Responsibilities

• Serve as the first point of contact for participants, ensuring simple, dignified, and equitable support.
• Respond swiftly to crises—mental or physical health emergencies, aggression, interpersonal issues—using de-escalation and harm reduction strategies.
• Provide addiction support guided by harm reduction philosophy.
• Use case management systems to help participants work on short- and long-term housing goals.
• Enforce shelter policies and expectations, and manage suspensions when necessary.
• Facilitate conflict resolution and support reconciliatory conversations.
• Assist community members with basic needs and participate in daily meal programs.
• Carry out light janitorial and maintenance duties to maintain a safe and functional environment.
• Perform support duties such as laundry, lockers, cleaning, and security checks.
• Model healthy relationships through active listening, advising, and referral services.
• Maintain accurate participant records via HIFIS and NVSSS SharePoint, and complete incident reports as needed.
• Engage in ongoing staff development, training, and one-on-one sessions with the Shelter Manager.
• Uphold privacy and confidentiality standards under FOIPPA and the Health Information Act.
• Perform additional duties as assigned.

Minimum Qualifications & Skills

• Diploma, degree, or certificate in Human Services or related field (or equivalent experience).
• At least 1 year of experience supporting individuals experiencing homelessness or marginalization.
• Strong crisis intervention and de-escalation skills in complex and challenging situations.
• Ability to remain professional and composed when working with individuals in crisis or under influence.
• Experience working across diverse cultural backgrounds, including Indigenous communities.
• Good grasp of Merritt’s community resources (an asset).
• Excellent organizational, written, and verbal communication skills.
• Proficiency with Microsoft Office and experience with data entry.
• Understanding of FOIPPA and confidentiality protocols.
• Commitment to training (First Aid, SafeTALK, Non-Violent Crisis Intervention, etc.).
• Deep passion for contributing to ending homelessness in British Columbia.

Working Conditions

• Casual, Part-Time, Full-Time —shifts vary based on availability and organizational needs.
• Fast-paced, dynamic environment with physical, mental, and emotional demands.
• Moderate to significant physical effort (walking, standing, lifting 25–50 lbs).
• Potential exposure to infectious materials; all necessary PPE and protocols are provided.
• Regular engagement with participants who may exhibit trauma-related behaviors; trauma-informed care training provided and supported.
• Position contingent on continued funding.

Additional Requirements

• Must be legally authorized to work in Canada.
• Satisfactory employment background check and vulnerable sector screening required.
• Must sign and adhere to NVSSS’s Privacy and Confidentiality Agreement.

Why Join NVSSS?

• Make a real impact by supporting people in crisis with dignity and compassion.
• Join a mission-driven, inclusive team that prioritizes empowerment and trauma-informed care.
• Gain valuable experience in shelter-based support, crisis intervention, and complex case coordination.