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.

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.

• 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.