Frontline Shelter Support Worker(Seasonal – Winter Response)

Position Objective

The Front Line Community Care Crew (Seasonal – Winter Response) is critical in providing direct assistance and support to individuals experiencing homelessness during the winter months through Out of the Cold shelter operations at the Bridge to Home Hub. This team plays a vital role in creating a safe, warm, and welcoming environment while supporting guests with essential needs and connecting them to housing-focused resources. Winter response shifts may include weather-activated operations, increased overnight activity, and emergency warming center duties to meet seasonal demand.

We are seeking team members who are genuinely committed to supporting individuals experiencing homelessness. This role is best suited for those who want to make a meaningful difference, approach challenges with empathy, and are ready to engage fully in the realities of front-line shelter work.

Key Responsibilities

• Greet and assist Guests with compassion and respect, supporting immediate needs including access to warmth, shelter, food, dry clothing, and hygiene facilities.
• Support winter intake processes by documenting Guest information, assessing urgent needs, and assigning seasonal sleeping accommodations (cots, mats, warming areas).
• Monitor the safety and well-being of Guests, conducting regular check-ins and watching for cold-related concerns (e.g., frostbite, hypothermia).
• Address and de-escalate conflict, promoting a calm and respectful environment within winter shelter spaces.
• Recognize and respond to crises or emergencies, contacting medical services or emergency responders as required.
• Connect Guests with available resources, including housing supports, healthcare, and community services.
• Maintain accurate records of all Guest interactions in HIFIS, including incidents, occupancy, and service referrals.
• Ensure confidentiality and compliance with organizational policies and data privacy regulations.
• Perform light cleaning and assist with the maintenance of winter shelter areas, including cots, bedding, and restocking seasonal supplies (blankets, gloves, hot beverages).
• Offer emotional support and encouragement, fostering a non-judgmental environment as Guests navigate housing and personal challenges.

Qualifications and Skills

• Prior experience working with homeless and/or vulnerable populations.
• Strong interpersonal and communication skills, both verbal and written.
• Empathy, patience, and the ability to handle challenging situations professionally.
• Basic knowledge of social services and community resources.
• Ability to work flexible shifts, including evenings, overnights, weekends, holidays, and weather-activated shifts.
• A strong desire to serve and support vulnerable populations, demonstrating resilience, empathy, and dedication to the well-being of our Guests in all situations.

Assets (Not Required):

• First Aid/CPR, Naloxone, or crisis intervention training
• Experience in shelter, emergency response, or winter warming services

Requirements:

• Criminal Record Check with Vulnerable Sector Screening (required as a condition of employment)
• Social Development Background Check

Working Conditions

• Environment: Fast-paced shelter setting supporting individuals experiencing homelessness during winter emergency operations. Shifts may involve exposure to cold weather during wellness checks, client support outdoors, or managing lineups at intake.
• Physical Requirements: Standing or walking for extended periods, occasional lifting up to 25 lbs (supplies, cots, bedding), and de-escalation support when needed.
• Emotional Demands: Work involves supporting individuals in crisis and may include exposure to challenging behaviours, mental health, substance use, and emergency situations.
• Hours: Seasonal, shift-based schedule including evenings, overnights, weekends, and holidays to support 24/7 emergency response.

What We Offer

• Competitive hourly wage with shift premiums where applicable
• Paid training, including First Aid/CPR, trauma-informed care, and housing-focused practices
• Supportive team environment rooted in dignity, respect, and harm reduction
• Opportunities for additional shifts during weather emergencies
• Experience in frontline housing and homelessness services with potential to return in future seasonal or permanent roles

Job Types: Full-time, Seasonal

Work Location: In person