Frontline Support Worker - West Kelowna

Kelowna Women's Shelter; West Kelowna; On-site; CAD 44,000 - 50,000; Full time

Benefits offered by this job

Dental

Extended Health Care

Pension Plan

Paid Sick Leave

Long Term Disability

Emergency travel insurance (Outside of

Job summary

Kelowna Women's Shelter seeks a Frontline Support Worker to assist program participants and children at the West Kelowna Transition House. The role focuses on safety, advocacy, information, crisis intervention, and temporary housing support.

Responsibilities include crisis response, intake processing, safety planning, and coordinating with service agencies. The position emphasizes feminist-centered support, with shifts of 10 hours on a 4-on/4-off rotation and a comprehensive benefits package.

Qualifications

• Diploma in a related human/social service field with one-year recent related experience or equivalent.
• Good working knowledge of domestic abuse and community resources.
• Ability to provide feminist-centered support with empathy and respect.
• Capacity to work independently and collaboratively.
• Skill in assisting individuals in crisis with non-judgmental services.
• Maintaining records and engaging in program evaluation.

Responsibilities

• Answer incoming calls, take messages, schedule appointments, respond to crises and information needs.
• Admit/discharge participants and children, assess risk, complete intake forms, create safety plans.
• Provide support through active listening, needs assessment, goal setting, and information sharing.
• Ensure safety and comfort of participants and the facility.
• De-escalate conflicts between participants and assist with transportation arrangements.

Skills

Empathy

Active listening

Crisis intervention

Non-judgmental support

Independent & collaborative work

Education

Diploma in social services

Tools

None

Job description

Are you passionate about creating safe spaces for individuals experiencing domestic abuse? Do you thrive in environments where your leadership can make a tangible difference in people's lives? If so, KWS invites you to join our team as a Frontline Support Worker.

About Us

KWS has been providing programs and services for people impacted by Domestic Abuse since 1980. Our programs include emergency and second-stage housing, PEACE program, community-based victim services, sexualized assault services, education and prevention initiatives, a 24/7 support line, and a community thrift store. We are committed to fostering safety, choice, and inclusion, and believe in building a community free from abuse and sexualized violence through education, support, and strong partnerships.

Summary

The Frontline Support Worker provides program participants and their children that identify as being at risk of and/or fleeing domestic abuse with support, security, advocacy, information, education, crisis intervention, referral information and temporary housing at the Transition House.

Key Responsibilities

• Answer incoming phone calls including, taking messages, making appointments, responding to individuals in crisis or requiring support and information, screening potential new program participants and recording call information.
• Admit and discharge program participants and their children including, assessing risk, filling out intake and other required forms, creating safety plans, and orienting new program participants and their children (reviewing fire safety, security, house rules/procedures, facility, and services).
• Provide support by way of active listening, providing clarification, assessment of needs/risk, goal setting, creating action plans, offering encouragement, and sharing information about services, housing, and community resources.
• Monitors and ensures the safety and comfort of the program participants and their children and the security of the facility.
• De‑escalates and facilitates resolution of conflicts between program participants residing at the Transition House.
• Assist in the arranging of transportation for program participants and their children, to outside appointments and services.
• Ensure household tasks such as laundry, housecleaning, garbage/recycling disposal, grocery shopping, and maintaining supplies are completed, and arrange for maintenance work to be performed as needed.
• Maintain related case notes, documents, forms, and statistics, and provide reports to the supervisor as required.
• Liaise with other service agencies and professionals and maintain current knowledge of issues and resources related to domestic abuse.
• Attend, and participate in staff, and other, meetings as required.
• Attend, and participate in, training/certification programs.
• Orient and assign duties to new staff, volunteers and students as needed.
• Perform other related duties as required.

Requirements

• Diploma in a related human/social service field with one-year recent related experience or equivalent.
• Good working knowledge of domestic abuse and community resources.
• Ability to provide feminist‑centered support with empathy and respect.
• Capacity to work independently and collaboratively.
• Skill in assisting individuals in crisis with non‑judgmental services.
• Maintaining records and engaging in program evaluation.

Additional Requirements

• A suitable Criminal Records Check for working with vulnerable people.
• Intermediate First Aid (OFA 2) (previously Standard First Aid Certificate and CPR level B)

Location

West Kelowna Transition House

Hours of Work

10‑hour shifts from 6:30 am - 4:30 pm on a 4‑days on, 4‑days off rotation.

Pay

33.49/hr

Benefits

• Dental
• Extended Health Care
• Pension Plan
• Paid Sick Leave
• Long Term Disability
• Outside of Canada Emergency Travel Insurance
• Employee Family Assistance Program
• Wellness Discounts
• KWS Thrift Store Discount

Closing Date

Open until filled

Why Join Us

Be part of a mission‑driven organization making a difference in the lives of children and families. Work in a supportive, collaborative, and inclusive environment. Access professional development opportunities to grow your career.

We acknowledge that the KWS is located on the ancestral, traditional and unceded territory of the Syilx Okanagan Nation.