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)