About this role
Guest Support Worker, Lead
Posting Type: Internal (CUPE Local 5478)
Rate: $27.80/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 Tuesday, July 7, 2026
(2026GMHL002)
$27.80 per hour