Programs Support Agent

Are you looking for a rewarding work that makes a difference in the Bow Valley Community? Come work for us The YWCA Banff is hiring for a full-time Overnight Programs Support Agent Position. Hourly rate range is $21 to $23. We are looking for a community-minded individual who engages with others from a place of empathy, understanding, and desire to help. If you feel like this is the fit for you apply today

The primary role of the Programs Support Agent is to support the Programs and Impact department in providing front line service to program clients and in-house residents. The Programs Support Agent is typically the first client's first interaction at YWCA Banff when accessing Services. These programs include Emergency Shelter, Project Home, transitional housing, Bridge Housing, Residence and Affordable Housing, outreach, education and prevention programming. Programs and Impact supports a 24/7 service delivery model and includes an on-call after hours program.

The Programs Support Agent at YWCA Banff is responsible for providing front-line support and security during overnight hours. Key duties include:

Key Responsibilities:

• The Programs Support Agent at YWCA Banff is responsible for providing front-line support and security during overnight hours. Key duties include:

Reception & Communication: Greet visitors professionally, triage inquiries, answer crisis lines, emails, and other program-related inquiries.

Program Support: Respond to service requests for various housing programs, complete program intakes, and provide necessary supplies (food, hygiene products) following an advocacy framework.

Collaboration & Documentation: Participate in debriefs, training, and team meetings; maintain accurate records, file documents, and update databases.

Security & Safety: Monitor security cameras, conduct property walkthroughs, handle after-hours safety procedures (evacuations, fire protocols), and complete incident reports.

Client Management: Perform check-ins/check-outs using a property management system and refer clients to on-call staff or external resources when needed.

Other Duties: Address after-hours program requests and carry out additional tasks as assigned.

This role requires strong communication, independence, problem-solving, and crisis response skills while ensuring the safety and well-being of YWCA Banff clients and facilities.

This role requires strong communication, problem-solving, and crisis response skills while ensuring the safety and well-being of YWCA Banff clients and facilities.

Qualifications & Experience

The ideal candidate offers:

• Experience in working overnight shifts
• Strong problem-solving skills and ability to work independently
• Experience working with a diverse client population
• Ability to serve clients in line with YWCA Banff values, including maintaining a high degree of confidentiality
• Exceptional communication, interpersonal skills and an ability to remain calm under stress.
• Willingness to participate in professional development, self-reflection, and continued growth
• Administrative and data collection skills necessary for maintaining accurate records and documentation.
• Familiarity with the not-for-profit sector is an asset.
• Excellent communication, and time management skills, including maintaining a high degree of confidentiality
• Able to organize, plan-ahead and manage workloads
• Experience with Microsoft 365 products is an asset.
• Experience in crisis intervention preferred.
• 1-2 years' experience working in domestic violence, sexual violence, homelessness, or housing is an asset.

Position Details

• Schedule will vary between overnight shifts (12am-8am) with Day time Training Shifts to start
• This position may have between 24 to 32 hours per week.
• $21 to $23 /hour
• Sick-time benefit

If you want work that will change lives, we want to meet you

To learn more about this opportunity or to request accommodation for the application process, please reach out to

The YWCA offers a competitive benefits and compensation package with options for flexibility and encourages training and personal development for all employees.

YWCA Banff is committed to reflecting the diversity of our community and our field of work, in line with our commitment to building a thriving, equitable society for everyone. We celebrate diversity, recognizing it as both a strength and an advantage to our organization and community.

We encourage all qualified applicants to apply including women, persons with disabilities (seen and unseen), members of visible minorities, Indigenous Peoples, veterans, individuals of diverse gender and sexual orientation and all groups protected by the Human Rights Code.

Job Types: Full-time, Permanent

Pay: $21.00-$23.00 per hour

Benefits:

• Casual dress
• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• RRSP match
• Vision care
• Wellness program

Ability to commute/relocate:

• Banff, AB T1L 1H1: reliably commute or plan to relocate before starting work (required)

Experience:

• working with clients experiencing DV, SV or homelessness: 1 year (preferred)

Work Location: In person