Program Support Worker - Daytime

YW Calgary; Calgary; On-site; CAD 42,000 - 56,000; Full time

Benefits offered by this job

Employee assistance plan

Job summary

YW Calgary is seeking a Program Support Worker to assist women facing poverty, addictions, violence, and housing instability in Calgary, AB. You will provide day-to-day emotional and operational support, build trusting relationships, and coordinate with Case Managers to access services.

This daytime role emphasizes safety, trauma-informed practice, documentation, and collaboration within a diverse, inclusive team.

Qualifications

• Post-secondary education in Human Services, Social Work, or equivalent.
• 1-2 years' experience working in a shelter setting.
• Experience with trauma-informed and client-centered approaches.
• Strong documentation and organizational skills.

Responsibilities

• 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.

Skills

Trauma-informed care

Gender-based violence

Crisis intervention

Vulnerable populations experience

Communication

Education

Post-secondary education in Human Services, Social Work, or equivalent

Tools

Microsoft Office

Data systems

Reporting tools

Job description

YW Calgary Hub
1715 - 17 Ave SE
Calgary, AB T2G5J1, CAN

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.

This role is scheduled from 7:00 a.m. to 3:00 p.m., Monday through Friday.

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

Paid time off (for eligible roles; prorated based on start date and FTE) includes:

• 3 weeks of paid vacation
• 6 personal days
• A paid day off to celebrate your birthday

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.

Privacy statement: Personal information is managed in accordance with Alberta's Personal Information Protection Act (PIPA) and other applicable laws and we are committed to safeguarding your personal information. During the recruitment process personal information is collected for the purpose of people practice management. Privacy inquiries can be directed to the attention of the Privacy Officer at [e-mail] .