Guest Support Lead

Guest Support Lead

Posting Type: Internal (CUPE Local 5478)
Rate: $27.25/hour
Employment Type: Full-Time, Permanent 
Location: Main Building
Shifts: 12 hours rotation, flexible schedule including days, evenings and weekends

Overview

The Guest Support Team Lead provides leadership and support to staff in our Main Building, ensuring a safe, inclusive, and Guest-focused environment. They assign duties, respond to crises, and act as the primary after hours contact for internal teams and external partners. This role is central to delivering low-barrier support aligned with trauma-informed care.

What You’ll Do

• Assign tasks, schedule breaks, and support day-to-day operations


• Guide and mentor Guest Support staff using trauma-informed, harm-reduction, and person-centered approaches


• Respond to Guest-related incidents, including behavioral or medical concerns


• Participate in de-escalation and maintain a respectful, non-judgmental space


• Maintain professional boundaries while building trust with Guests and staff


• Ensure staff have tools needed for their duties (e.g., radios, phones, keys)


• Act as the main point of contact for partners and responders after hours


• Facilitate shift transitions and ensure strong communication across teams


• Collaborate with leadership to resolve issues and improve services


• Uphold safety, health, and organizational policies


• Perform other duties as required

What You Bring

• Post-secondary education in social sciences, human services, or related field


• 2+ years’ experience in shelter, housing, or community support settings


• Leadership experience required


• Training in crisis intervention or mental health an asset


• Knowledge of harm reduction, trauma-informed care, and equity practices


• Strong communication and conflict resolution skills


• Physically able to lift up to 50 lbs


• Clear Record of Conduct and Vulnerable Sector Check required

Equivalencies in education and experience will be considered.

CLOSING DATE: EOD Friday February 6, 2026

Apply here directly! Best of luck.