Guest Services Attendant

Hope Mission — 24/7 Shelters

Job Title:  Guest Services Attendant

Department:  24/7 Shelters

Reports To:  Shelters Supervisor

Employment Type:  Casual

Work Schedule:  Shift varies

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 Services Attendant works directly with community members experiencing homelessness in Edmonton, 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, and ensure that safety is maintained.

Key Responsibilities

Administration & Reporting

• Clock in and clock out using the biometric hand clock.
• Enter client-related information into the shelter’s reporting program/database (ETO).
• Manage and report on all incidents.
• Attend staff meetings and make reports as necessary.
• Engage in shift debriefing before and after your shift, including a brief devotional time.

Communication & Collaboration

• Maintain radio communication to keep other staff and facilities informed.
• Build rapport with clients through active listening and provide information on expected standards of conduct.
• Assist the Hope Mission Rescue Van as required.
• When requested by shelter management or supervisor, engage in community support such as outreach, pressure washing, community clean-up, or other tasks that serve the community at large.
• Collaborate across departments to support the upkeep and functionality of the facility, including contributing to hands-on physical tasks related to facility care, sanitation, and repairs as directed.

Program / Direct Service Responsibilities

• Assist community members experiencing homelessness by performing shelter intake duties, such as checking guests in and out of the shelter, 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.
• Assist with meal service if requested by the shelter supervisor or team lead.
• Screen and monitor community members to promote a secure and safe shelter environment, both inside and outside of Hope Mission property.
• Assist with support services, such as addiction recovery program applications and information, referrals to nursing and medical supports, engaging in housing conversations, and making referrals to the housing department.
• Engage in responses to emergency medical situations inside or outside of Hope Mission property, such as community members who are in medical distress or who have experienced drug poisoning.
• Be willing and comfortable engaging in drug poisoning (overdose) reversals using naloxone and performing CPR when required.
• When safe, be willing and comfortable responding to incidents within the community in which Hope Mission operates, such as medical incidents, drug poisoning reversals, and other situations.
• Assist with basic facility operations, such as cleaning mats, collecting garbage, laundering linens, stocking intake offices with supplies, and supporting facility upkeep tasks as delegated by the supervisor or team lead.Any other tasks as requested by shelter management.

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 will be considered an asset.
• Those currently pursuing or thinking of pursuing careers in law enforcement, emergency medical services, fire rescue services, medicine/nursing, social work, or other human support services will be prioritized and are encouraged to clearly state their experience on their resume and cover letter.
• 2 years of work experience is an asset.
• Valid First Aid certification must be obtained prior to beginning work.

Skills & Competencies

• Ability to communicate effectively with clients.
• Conflict resolution skills.
• Administrative and organizational abilities.
• Ability to exercise authority without intimidation.
• 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.
• Respectful and professional when interacting with staff, guests, volunteers, and community members.
• 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 on a full-time basis.
• 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.