Program Support Worker

YWCA Calgary; Calgary; On-site; CAD 40,000 - 55,000; Part time

Benefits offered by this job

Comprehensive benefits including an employee assistance plan

Opportunities for professional development

Supportive team environment

Job summary

YWCA Calgary is seeking a Program Support Worker to provide essential operational and emotional support to women facing challenges such as poverty and violence. This role involves creating a safe environment, assisting clients in navigating crises, and ensuring adherence to documentation practices.

Preferred candidates will have post-secondary education in Human Services, experience in shelter settings, and training in trauma-informed care. Join us in our commitment to equity, diversity, and inclusion.

Qualifications

• 1-2 years’ experience working in a shelter setting.
• Experience working with vulnerable populations, particularly with diverse women.

Responsibilities

• Create a welcoming, inclusive environment for clients.
• Support clients in navigating emotional distress and conflict.
• Maintain accurate and timely documentation.
• Coordinate lease agreements and move-in procedures.

Skills

Trauma-informed care

Crisis intervention

Strong communication skills

Organizational skills

Education

Post-secondary education in Human Services or Social Work

Tools

Microsoft Office

Data systems

Job description

The Program Support Worker plays a vital role in supporting women experiencing poverty, addictions, violence, mental health challenges, and homelessness as they transition into safe and stable housing. As a key member of our interdisciplinary team, this role focuses on day‑to‑day operational and emotional support, ensuring the smooth functioning of the program and the wellbeing of residents. Through compassionate, trauma‑informed support and consistent operational care, the Program Support Worker helps create a safe and stable environment where women feel empowered to heal, rebuild and move toward long‑term housing stability and overall wellbeing.

Weekend opportunity: Saturday & Sunday schedule, working from 3:00 p.m. to 11:00 p.m.

What We Offer

• Truly rewarding work; contribute to lasting, positive change for individuals and our community
• A supportive team environment and opportunities for professional development
• Comprehensive benefits including an employee assistance plan

What You'll Do

• Create a welcoming, inclusive environment that respects diverse identities, cultures, and lived experiences
• Build trusting, trauma‑informed, and professional relationships with clients through consistent, compassionate presence
• Support clients in navigating emotional distress, conflict, or crisis using grounding techniques and crisis de‑escalation strategies
• Respond to crises with calm, appropriate interventions and access emergency supports when necessary
• Assist clients in identifying and articulating their needs, preferences, and goals in collaboration with their key Case Manager
• Identify services and resources appropriate to the client's service plan and support clients in accessing them, including referrals and advocacy
• Support clients in accessing basic needs such as food, hygiene supplies, and clothing
• Help clients feel safe and empowered during transitions such as move‑ins, exits, or changes in care
• Assist clients with activating their safety plans created with their key Case Manager
• Maintain accurate and timely documentation, including critical incidents, shift notes and case notes
• Coordinate lease agreements, renewals and move‑in/move‑out procedures with sensitivity and efficiency
• Adhere to sound record keeping and documentation practices, including safe storage of confidential information, timely data entry and objective case noting
• Collect rents and actively address rent arrears by supporting clients in developing rent‑repayment plans as needed
• Support data entry and administrative tasks related to program evaluation and reporting
• Integrate equity, diversity and inclusion principles into one's role, work, and engagement with others, as aligned with YW Calgary's EDI strategy and values
• Understand YW Calgary's Health, Safety and Wellness (HS&W) policies, practices and protocols; ensure work is performed safely and in alignment with YW's HS&W culture

Qualifications

• Post‑secondary education in Human Services, Social Work, or equivalent
• 1–2 years’ experience working in a shelter setting

What You'll Bring

• Training in trauma‑informed care, gender‑based violence, and crisis intervention preferred
• Experience working with vulnerable populations, specifically diverse women impacted by intersectional barriers
• Ability to respond to high‑pressure situations and consistent use of trauma‑informed and strengths‑based approaches
• Skilled at balancing priorities while maintaining a calm and supportive presence
• Collaborative; strong communication, organizational, and record‑keeping skills
• Ability to manage sensitive situations with discretion and professionalism
• Proficiency with Microsoft Office, data systems and reporting tools

YW Calgary is committed to providing an equitable, diverse, and inclusive workplace where all employees, volunteers and clients feel valued and respected, whatever their race, religious beliefs, colour, gender, gender identity, gender expression, sexual orientation, disability, age, ancestry, or place of origin.