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About the Role

The Shelter Support Worker - Community Care provides supportive, participant-centred services across YWCA Toronto’s four shelter programs. This role collaborates with interdisciplinary staff teams to support high-quality, integrated services, ensuring the continuity and enhancement of services across all shelter sites in the Toronto area. The incumbent supports women and gender-diverse people experiencing homelessness and systemic barriers by promoting dignity, safety, autonomy, and well-being.

Responsibilities

Provide individualized support during program activities, including emotional support, safety planning, de-escalation, crisis intervention, and brief counselling.
Assist with meal services by supporting meal set-up, service, and clean-up.
Provide front desk coverage if required, including answering inquiries, responding to phone calls, and monitoring entry and exit.
Accept shift coverage requests and transition between shelter sites professionally to ensure continuity of services.
Build respectful, supportive relationships with participants to promote trust, safety, and engagement.
Assist with conflict resolution and de-escalation between participants.
Model and reinforce community norms related to safety, inclusion, harm reduction, and mutual respect.
Respond to drug poisonings, medical incidents, or injuries in accordance with organization policy and direction from emergency services.
Share relevant information appropriately, maintain confidentiality, and work collaboratively with colleagues.

Requirements

1-3 years experience working in a diverse, direct service setting for participants experiencing impacts of poverty, violence/trauma, mental health/substance use, or concurrent disorders.
Demonstrated experience in cultivating leadership within groups and developing dynamic programming.
Supportive counseling and group-work approach that is flexible, client-centred and strengths-based.
In-depth knowledge of the dynamics of gender-based violence and trauma within an anti-oppression framework.
Working knowledge of the Toronto Shelter Standards, Residential Tenancies Act, Mental Health Act and Ontario Human Rights Code.
Excellent crisis intervention and conflict mediation skills.
Ability to deliver culturally sensitive services.
Very good knowledge and understanding of community resources.
Fluent in MS Office, internet, and client management software.
Excellent oral and written communication.
A vulnerable sector police reference check is required.
Must travel between 4 shelter programs if needed during shift; shifts can be scheduled at any site during rotation.

Skills

Emotional support
Safety planning
De-escalation
Crisis intervention
Brief counselling
Conflict resolution
Culturally sensitive service delivery
MS Office proficiency
Client management software proficiency
Oral communication
Written communication
Knowledge of a second language or culture (asset)
Valid driver's license and access to a vehicle with 2-million-dollar liability (asset)

Location

348 Davenport Road Toronto, ON, M5R 1K6

Work Type

Part-Time
Contract
28 hours per week

Experience Level

1-3 years experience

Education Level

College diploma (e.g., Social Service Work, Community Service Work) or equivalent

Salary/Compensations

$30.15 per hour

About the Company

YWCA Toronto transforms lives. As the city’s largest multi-service women’s organization, we help women and gender diverse people escape violence, move out of poverty and access safe, affordable housing.
YWCA Davenport provides up to 80 emergency shelter beds to young women and gender-diverse people (16 – 24 years of age) and adult women and gender-diverse people (25 and older) and is staffed 24 hours a day.
This pet-friendly shelter is funded by the City of Toronto and adheres to Toronto Shelter Standards.

Equal Opportunity

YWCA Toronto promotes the principles of anti-oppression and adheres to the tenets of the Ontario Human Rights Code.
We encourage applications from women and gender-diverse people of all races, ethnic origins, religions, abilities and sexual orientations.
YWCA Toronto provides accommodation during all parts of the hiring process, upon request, to applicants with disabilities.
YWCA Toronto may use AI-supported tools to assist with parts of the recruitment process; all hiring decisions are made by people and guided by our commitment to equity and fairness.
YWCA Toronto is a Scent-Sensitive Workplace.