INTERNAL ONLY - LOCAL CUPE 5478 Guest Support Lead (Mercy House, Days)

Guest Support Worker, Lead

Posting Type: Internal (CUPE Local 5478)

Rate: $27.25/hour

Employment Type: Full-Time, Permanent

Location: Mercy House (Day Shift)

Shifts: Flexible schedule including days, evenings and weekends

Overview

Mercy House is seeking a compassionate and experienced Guest Support Lead to oversee daily operations and provide leadership to the Guest Support team. Reporting to the Manager of Housing, this position plays a key role in maintaining a safe, inclusive, and Guest-centered environment. You’ll guide staff, respond to crises, and act as the primary contact for internal teams and external partners during your shift.

What You’ll Do

· Lead and support Guest Support staff on shift, assigning duties and coordinating breaks

· Model trauma-informed, harm-reduction, and person-centered practices

· Respond to Guest needs and incidents, including behavioral and medical concerns

· Foster positive, respectful relationships while maintaining professional boundaries

· Serve as the point of contact for community partners and emergency services

· Ensure smooth shift transitions through effective communication and documentation

· Support safety protocols and organizational policies

What You Bring

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

· At least 2 years’ experience in shelter, housing, or community support

· Proven leadership skills and experience managing staff

· Strong communication, crisis response, and conflict management abilities

· Knowledge of trauma-informed care, harm reduction, and inclusive practices

· Physically able to lift up to 50 lbs and perform related tasks

· Clear Record of Conduct and Vulnerable Sector Check required

Equivalencies in education and experience will be considered.

CLOSING DATE: EOD Wednesday, August 27, 2025

Apply here directly! Best of luck.