HOPE MISSION   |   Job Description

Guest Service Attendant

Hope Mission — Shelter Services

Job Title: Guest Service Attendant

Department: Shelter Services

Reports To: Shelters Supervisor

Employment Type: Casual

Location: Wetaskiwin, AB

About Hope Mission

Hope Mission is a Christian non-profit social care agency that has been serving vulnerable people in Alberta since 1929. We are one of Alberta’s largest social service agencies and currently operate emergency shelters, addiction recovery programs, youth programs, community outreach services, housing programs, and health programs (delivered through our HopeHealth division) across Edmonton, Red Deer, Wetaskiwin, and beyond. Our work is grounded in our Christian faith and our commitment to walking alongside individuals experiencing homelessness, poverty, and addiction. Staff are expected to uphold Hope Mission’s mission and values and to approach their work with professionalism and genuine heart for service.

Position Summary

The Guest Service Attendant works directly with community members experiencing homelessness in Wetaskiwin, helping to provide them with emergency shelter and support services. The critical tasks of this position are to create a warm, welcoming, and supportive atmosphere, develop relationships with guests, and ensure that safety is maintained for all staff and community members.

Key Responsibilities

Guest Intake & Support Services

•         Utilize and develop customer service skills to promote a welcoming, friendly, and kind environment for people experiencing homelessness.

•         Perform shelter intake duties, including checking guests in and out, completing new registrations, and assisting with baggage and belonging storage and organization.

•         Provide community members with blankets, towels, hygiene products, nutrition, clothing, and other items as needed.

•         Build rapport with guests through active listening and provide information on expected standards of conduct.

•         Assist with support services such as addiction recovery program applications and information, referrals to nursing and medical supports, housing conversations, and referrals to the housing department.

Emergency Response & Community Safety

•         Respond to emergency medical situations inside or outside of Hope Mission property, including community members in medical distress or experiencing drug poisoning.

•         Be willing and comfortable to perform drug poisoning (overdose) reversals using naloxone and CPR when required.

•         When safe, respond to incidents within the community that Hope Mission operates, including medical incidents and other situations requiring immediate support.

•         Screen and monitor community members to promote a secure and safe shelter environment, both inside and outside Hope Mission property.

Operations & Facility Support

•         Assist with basic operations such as cleaning mats, picking up garbage, laundry, stocking intake offices with supplies, and other tasks as delegated by the supervisor or team lead.

•         Assist with meal service if requested by the shelter supervisor or team lead.

•         When requested by shelter management, engage in community support such as outreach, pressure washing, community clean-up, or other tasks that serve the community at large.

•         Assist the Hope Mission Rescue Van as required.

Administration & Communication

•         Enter client-related information into the shelters’ reporting program/database (ETO).

•         Manage and report on all incidents.

•         Maintain radio communication to keep other staff and facilities informed.

•         Engage in shift debriefing before and after each shift, including a brief devotional time.

•         Clock in and out on biometric hand clock.

•         Attend staff meetings and make reports as necessary.

Qualifications

Education & Experience

•         A university or college diploma or degree in social work, human services, psychology (or related fields), nursing/medical, or Bible school/seminary education is considered an asset.

•         Those currently pursuing or considering careers in law enforcement, emergency medical services, fire rescue services, medicine/nursing, social work, or other human support services are encouraged to apply and to clearly state their experience on their resume and cover letter.

•         Valid First Aid certification must be obtained prior to beginning work.

•         Two years of work experience is an asset

Skills & Competencies

•         Ability to communicate effectively with clients in a respectful and supportive manner.

•         Conflict resolution skills.

•         Administrative and organizational abilities.

•         Ability to exercise authority without intimidation.

•         Strong self-management skills.

Personal Qualities

•         Commitment to Hope Mission’s mission and values, including compassion, respect, integrity, and excellence.

•         Dependable, proactive, and self-motivated with a genuine concern for the wellbeing of others.

•         Culturally aware and able to work effectively with individuals from diverse backgrounds.

•         Strong sense of accountability and stewardship of organizational resources.

•         A belief that recovery is possible and that together we can end chronic homelessness.

Other Requirements

•         As a Christian organization, Hope Mission requires employees to sign the Hope Mission Statement of Faith.

•         Must be legally entitled to work in Canada.

•         Able to provide a Criminal Record Check with a Vulnerable Sector Search.

•         A letter of reference from a ministry or church is an asset.

•         Adherence to Hope Mission’s policies and procedures.