Reception/HART Program Support Worker

Job Title

Reception & HART Program Support Worker (Combined Full-Time Position)

Position Summary

Hinton Employment & Learning Place (HELP), operated by Hinton Adult Learning Society (HALS), is a non-profit organization serving Hinton, Grande Cache, and Edson through adult learning, employment services, and community supports. This combined position provides welcoming front desk coverage and direct support in Freddy's Resource Room/Day Space for individuals experiencing or at risk of homelessness.

Reporting to the Executive Director and HART Program Supervisor, the Reception & Day Space Support Worker supports daily operations by providing exceptional customer service, administrative coordination, accurate documentation, and trauma-informed, respectful day space support. This role requires strong boundaries, discretion, and an ability to respond calmly in a dynamic environment.

Key Responsibilities

1) Front Desk Coverage & Guest Welcome

• Serve as the first point of contact for HELP (in-person, phone, and email).

• Welcome guests/visitors with professionalism and warmth; offer refreshments when appropriate and notify staff of arrivals.

• Maintain a calm, safe, and inclusive reception area.

• Schedule appointments, manage basic inquiries, and triage guests to the appropriate staff/program.

• Provide information, referrals, and light coaching (within role scope) to learners/guests.

• Support visitor sign-in processes and basic office communications.

2) Day Space / Freddy's Resource Room Support

• Support participants accessing Freddy's Resource Room and Day Space in a manner that is trauma-informed, culturally safe, non-judgmental, and person-centered.

• Assist with basic daily operations (intake/check-in processes, supplies, hygiene items, food/coffee routines, and maintaining a welcoming space).

• Model and reinforce appropriate conduct and shared expectations, using de-escalation skills when needed.

• Observe, document, and report concerns according to HELP policies (incident reporting, safety plans, chain of command).

• Provide basic service navigation help connect participants to housing, income supports, health care, mental health/addictions support, ID supports, and other community resources (in consultation with staff).

• Maintain professional boundaries and confidentiality while building rapport and trust.

• Participate in team check-ins and contribute to improving day space practices.

3) Office Administration & Documentation

• Perform general administrative duties (filing, scanning, printing, copying, basic data entry, compiling forms).
• Accurately document and track statistics for learners/guests/courses/services in accordance with funder requirements.
• Support compilation of internal/external reports and statistical summaries as assigned.
• Maintain orderly workspaces (reception and day space areas) and assist with supply tracking.

4) Program Support (Cross-Program Assistance)

• Provide coverage/support as needed across HELP program areas, including:
• Career and Employment Information Services (storefront)
• HART Program (Freddy's Resource Room and Day Space)
• FASD / PCAP
• Employment Services for Persons with Disabilities
• Workplace Training
• Community Adult Learning Program
• Other future programming
• Assist with planning and promotion for programs, courses, special events, and collaborative projects.
• Participate in outreach, engagement, and administrative tasks that support program delivery.

5) Community Relations & Team Participation

• Represent HELP positively in the community and act as a community information resource.
• Participate in networking activities with colleagues, partners, and community members.
• Support community events, fundraising, and special initiatives as required.
• Contribute to a respectful workplace and model behaviours aligned with HELP's Mission, Vision, and Values.

Confidentiality, Conduct, and Compliance

• Maintain strict confidentiality regarding guests, learners, volunteers, staff, Board members, and contractors.
• Follow all HELP/HALS policies and procedures, including privacy, safety, incident reporting, and professional conduct.
• Participate in professional development and required training.

Qualifications & Skills

Required / Strongly Preferred

• Experience in reception/office administration and/or human services/community support.
• Strong interpersonal skills: welcoming, calm, respectful communication with diverse populations.
• Ability to work with individuals facing complex barriers (poverty, homelessness, trauma, mental health/addictions) using a non-judgmental approach.
• Excellent organization, documentation accuracy, and comfort with basic computer systems.
• Ability to maintain boundaries, manage conflict, and use de-escalation strategies.

Additional Assets

• Training or experience in trauma-informed practice, harm reduction, Naloxone response, suicide intervention (ASIST), First Aid/CPR, Nonviolent Crisis Intervention.
• Knowledge of local community resources in Hinton/Grande Cache/Edson.
• Experience with social media/website updates and basic communications.

Working Conditions

• Split time between reception/front desk and Freddy's Day Space.
• Work environment may include exposure to individuals in crisis; ability to respond appropriately is required.
• Some lifting/carrying supplies may be required (e.g., food boxes, hygiene supplies).
• Occasional evening/weekend work may be required for special events.

Job Type: Full-time

Pay: $23.00-$27.00 per hour

Expected hours: 37.5 per week

Work Location: In person