Family Support Worker

Inn From the Cold; Calgary; On-site; CAD 42,000 - 54,000; Full time

Benefits offered by this job

Living wage

Health benefits

RRSP matching

Vacation 3 weeks

Wellness days

Holidays paid

Training opportunities

Job summary

Inn from the Cold in Calgary is seeking a passionate Family Support Worker to join our shelter team. You will provide direct support to families experiencing or at risk of homelessness, helping with orientation, services, and housing-focused case management in a safe, well-managed environment.

You will collaborate with Family Case Managers and the Integrated Support Services Team, maintain confidential records, and ensure shelter operations follow schedules and safety protocols.

Qualifications

• Post-secondary education in social work, human services, or related field.
• Experience with families experiencing homelessness or housing insecurity.
• Knowledge of trauma-informed and client-centered care, crisis intervention, and conflict resolution.
• Proficient documentation and reporting using computer systems.

Responsibilities

• Answer calls about shelter space and track inquiries.
• Develop rapport with families and model respectful behavior.
• Engage with families in a trauma-informed and culturally sensitive manner.
• Ensure shelter schedules, meals, and quiet hours are followed.
• Collaborate with THS Workers to respond to requests for assistance.
• Maintain accurate, timely, confidential documentation.
• Support Front Desk & Building Liaison team.
• Welcome clients and provide access to the facility.

Skills

Experience with homelessness/housing

Trauma-informed care

Communication skills

Teamwork

Education

Post-secondary education in social work or related field

Tools

MS Office 365 & Teams

Job description

Are you a changemaker? Come on INN!

Who Are We?

We’re an amazing team, doing amazing things every day. Inn from the Cold is the largest organization in the Calgary region dedicated to supporting families experiencing a housing crisis.

At Inn from the Cold, we offer more than a job; we provide an opportunity to make a profound impact on the lives of families in need. Our values guide us — compassion, accountability, respect, inclusivity, courage, and innovation. We are driven by our vision of a thriving community where every child and family has a safe and stable place to call home.

We prioritize people, recognizing the uniqueness and worth of everyone who walks through our doors. Our commitment to reconciliation and equity is not just a statement; it's a journey we're dedicated to, actively working alongside Indigenous peoples and marginalized communities to dismantle oppressive structures. As a trauma informed organization, we create a safe and supportive environment, promoting healing and resilience.

We are a multidisciplinary team united by a shared vision, mission and values. Collaboration is at the heart of our work, and we believe that diverse perspectives drive our success. It is this diversity and the respect and value we have for each other and our community that makes us stronger.

If this sounds like a place where you would want to work, please review the position below to see if there’s a fit with your skills and experience.

What Are We Looking For?

• Position Title Family Support Worker
• Job Type Full Time
• Department Programs & Services
• Reports to Manager, Shelter

Position Overview

We are seeking a passionate and dedicated Family Support Worker to join our team at Inn from the Cold. The Shelter Family Support Worker (FSW) offer direct support to families experiencing or at risk of homelessness, ensuring smooth daily operations offer a safe, welcoming, and well-managed shelter environment. FSWs assist families in navigating shelter life, including orientation, expectations, and available services including essential needs such as food, clothing, hygiene products, and other supplies. FSWs collaborate with Family Case Managers and the Integrated Support Services Team to support families in achieving housing stability through a housing-focused case management process.

What You’ll Do

• Answer telephone calls from individuals inquiring about shelter space, using housing-focused and diversion practices; track service inquiries.
• Develop rapport and model dignified, respectful and professional behaviour with families.
• Engage with families in a Trauma-Informed and culturally sensitive manner.
• Ensure families follow the shelter schedule, including wake-up routines, mealtimes, and quiet hours, to provide day-to-day structure.
• Promote the rights of family members, empowering them to advocate for themselves.
• Work collaboratively with the Triage & Housing Solutions (THS) Workers to ensure family requests for assistance are responded to promptly and solutions identified that are appropriate for the family.
• Work supportively with Family Case Managers in implementing the jointly-defined housing-focused goals and case plan.
• Work in tandem with the Integrated Support Services Team to connect families with internal services and community-based programs.
• Maintain accurate, timely, and confidential documentation of client interactions, case notes, safety concerns and records of support and service referrals using HOMES, Program Drive folders, and Microsoft Teams.
• Ensure compliance with all organizational policies and shelter protocols, safety regulations, and ethical guidelines while supporting families.
• Work collaboratively with the Front Desk & Building Liaison team.
• Welcome clients and visitors to Neoma and provide shelter clients with access to the facility and appropriate floors.
• Maintain strong and positive interpersonal working relationships with co-workers, shelter supervisors and organizational leadership.

This position description reflects the general duties of the role, but is not intended to include all duties that may be inherent in the position. Family Support Workers may be asked to perform other duties as required or assigned.

Available Shift Times

• Thursday to Saturday, 7:00 am – 5:30 pm (31.5 hours per week)
• Sunday - Wednesday, 11:30 am - 9:30 pm (40 hours per week)

What You Bring to Our Mission

• Post-secondary education in social work, human services, family support, case management is preferred. A combination of relevant experience and education will also be considered.
• Experience working with families experiencing homelessness or housing insecurity.
• Experience in a housing-focused shelter environment, housing support, crisis support, case management and previous work with families is preferred.
• Knowledge of trauma-informed and client-centered care, crisis intervention, and conflict resolution skills.
• Must be available to work the assigned shelter shift consistently.
• Current First Aid / CPR certification
• Current Suicide Intervention /ASIST certificate
• Ability to adapt to fast-paced, unpredictable environments while maintaining professional boundaries, confidentiality, and ethical conduct is crucial.
• Proficient documentation, record-keeping, and reporting skills using a client information management system.
• Computer literacy skills are required, including the ability to use MS Office 365 and Teams.
• Excellent communication, problem-solving, and teamwork skills.

What We Offer

• Competitive salary, where all employees are paid a living wage at minimum.
• Focus on health and wellbeing, including access to employer paid extended health benefits, dental benefits, annual health spending account and employer matched RRSP contributions.
• Commitment to your mental wellbeing with free and confidential support through the Employee & Family Assistance Program.
• Work life balance, including paid vacation starting at three weeks, wellness days, and 12 paid statutory holidays.
• Supportive and flexible work environment, with ongoing training and development opportunities.
• Potlucks, celebrations, employee engagement initiatives and plenty of fun.
• Strong commitment to advancing reconciliation, aligning with the calls to action of the Truth and Reconciliation Commission of Canada and the United Nations Declaration on the Rights of Indigenous Peoples.
• Recognition that people are a combination of many intersecting identities; we work to cultivate an environment that welcomes the whole person and harnesses the strength in diversity, creating a rich and inclusive workplace.

Our Commitment

Join us in a workplace where your actions contribute to breaking down barriers, fostering equity, and creating a truly inclusive and antiracist space. At Inn from the Cold, you're not just an employee but a crucial part of a community, making a difference in the lives of those who need it most.

Diversity, Equity and Inclusion:

The INN is deeply committed to building a workplace where inclusion is valued and prioritized. We welcome and encourage applicants from diverse backgrounds and experiences. If you are passionate about our mission and can contribute to our team, we encourage you to apply, even if you don't meet every qualification listed. We value unique perspectives and are committed to building a team that represents a variety of talents and skills. We are proud to be an equal opportunity employer seeking to create a welcoming and diverse environment.

All qualified applicants will receive consideration for employment without regard to race, colour, religious beliefs, gender, gender identity or expression, family status, marital status, sexual orientation, place of origin, source of income, mental and physical disability, age or veteran status.

The successful candidate must satisfactorily complete a Police Information Check with Vulnerable Sector Search and a Child Intervention Record Check.

Application Deadline:

Applications will be accepted until a successful candidate is found.

Inn from the Cold is committed to providing reasonable accommodations to qualified individuals with disabilities in the employment application process. To request an accommodation, please contact us at [e-mail] before your interview.