Support Worker – Certified First Responder

Position Overview

The Shelter Support Worker – Certified First Responder (Seasonal – Winter Response) is an integral part of the Community Care Crew, providing frontline support to individuals experiencing homelessness during the winter season. This role combines shelter support responsibilities with certified first response duties, especially during extreme cold-weather activation, increased overnight demand, and Out of the Cold emergency operations.

Working within low-barrier, housing-focused shelters, Shelter Support Workers ensure guest safety, respond to medical and behavioral emergencies, and support individuals in accessing essential services and working toward housing stability. All interactions are grounded in trauma-informed, client-centered care.

Core Focus

• Ensuring the safety and well-being of guests
• Assisting with basic needs and winter emergency response
• Connecting guests with essential services and housing supports
• Providing certified First Responder medical support on-site

Main Responsibilities

Frontline Shelter Duties

• Greet and assist Guests with dignity and respect, providing access to warmth, food, clothing, cots, and hygiene facilities during Winter Response.
• Support winter intake, documenting Guest information, assessing immediate needs, and assigning seasonal accommodations (cots, mats, warming areas).
• Perform safety monitoring through regular check-ins and respond to cold-weather concerns (e.g., frostbite, hypothermia).
• Address and de-escalate conflict, maintaining a calm, welcoming, and respectful shelter environment.
• Maintain accurate documentation in HIFIS, including intakes, incidents, and service referrals.
• Perform cleaning duties and assist with seasonal supply restocking (blankets, gloves, hot beverages).
• Foster a non-judgmental environment, offering emotional support and encouragement.

Certified First Responder Duties

• Recognize and respond to medical emergencies, including:
• Overdoses
• Diabetic or cardiac emergencies
• Seizures and assaults
• Environmental emergencies (hypothermia, frostbite)
• Mental health crises
• Conduct primary assessments (ABCs), stabilize conditions, and provide basic interventions.
• Determine when EMS is required and effectively communicate with dispatch and emergency personnel.
• Maintain accurate records of patient assessments and care provided.
• Work under the guidance and mentorship of on-site Primary Care Paramedics when available.

Qualifications and Skills

• Current First Responder / Medical First Responder Certification
• Strong interpersonal and communication skills (verbal and written)
• Empathy, patience, and professionalism in crisis and high-stress environments
• 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.

Requirements

• Criminal Record Check with Vulnerable Sector Screening (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