Guest Support

Location: West Edmonton

Closing Date: Posting will remain open until suitable candidates have been chosen.

Position Summary The Guest Support person provides compassionate, trauma-informed and participant-centered support to women staying at the shelter. The Guest Support person focuses on the day-to-day experience of participants, helping them feel welcomed, supported and connected while at the shelter.

This role provides practical and relational support, helps participants access basic needs and shelter services, and supports a safe, respectful and welcoming environment. The Guest Support Person works closely with Navigators, the Cook and other shelter staff to ensure participant needs and important information are communicated effectively.

Reporting to the Facility Supervisor, key responsibilities include:

- Welcome participants and provide a warm, respectful and supportive presence throughout their stay.
- Complete daily check-ins with participants and identify immediate needs or concerns.
- Provide participants with basic supplies such as hygiene products, clothing and other available necessities.
- Ensure participants are aware of and able to access meals, snacks and other available supports.
- Communicate dietary needs, allergies and other relevant meal information to the Cook.
- Assist with meal service, kitchen clean-up and supporting the Cook as needed.
- Assist participants with transportation needs, including providing bus tickets and helping them plan how to get to appointments and services.
- Support participants with phone calls, appointment reminders and other practical tasks that help them attend appointments and follow through with services.
- Help participants navigate the shelter, including showing them where to access meeting spaces, washrooms, common areas, laundry and other available services.




- Support participants with labeling and organizing their belongings within the shelter’s storage system.
- Provide information about shelter routines, schedules, activities, services and expectations.
- Encourage participation in meals, activities, cultural programming and other opportunities that support connection and well-being.
- Offer a listening ear and emotional support while maintaining appropriate professional boundaries.
- Observe and communicate changes in participant needs, behavior, safety concerns or well-being to the appropriate staff member.
- Respond appropriately to conflict, challenging situations and emergencies, including using trauma-informed de-escalation strategies.
- Maintain a protected, calm, respectful and welcoming shelter environment.
- Complete accurate and timely documentation, including shift notes, incident reports and other required records.
- Ensure important participant information and outstanding tasks are clearly communicated during shift handovers.
- Answer the shelter phone, respond to general inquiries and direct calls or messages to the appropriate staff member.
- Support communication between participants and shelter staff while maintaining confidentiality.
- Work collaboratively with Navigators, the Cook, Supervisor and other members of the shelter team.
- Participate in team meetings, training, cultural activities and program activities.
- Maintain professional boundaries and follow organizational policies related to confidentiality, privacy, safety and mandatory reporting.




- Perform other duties related to participant and shelter support as required.

Minimum Qualifications

- Experience working with women experiencing homelessness, domestic violence, trauma, poverty, mental-health challenges or addictions is an asset.
- Experience in a shelter, supportive housing, outreach or other community-based setting is an asset.
- Strong communication, interpersonal and active listening skills.
- Ability to provide compassionate, non-judgmental and culturally respectful support.
- Important skills for the role include empathy, patience, cultural sensitivity, trauma-informed practice, de-escalation, organization, reliability, sound judgment and the ability to remain calm in challenging situations.
- Ability to maintain professional boundaries and confidentiality.
- Ability to work independently while also working collaboratively as part of a team.
- Strong organization, documentation and basic computer skills.
- Ability to communicate clearly during shift handovers and ensure important information is passed on to the next shift.
- First Aid/CPR is required.
- Vulnerable sector/police information checks are required.
- Flexibility to work days, evenings, weekends and overnight shifts. This position will be required to work 4 on/4 off rotation.

Please submit resume and covering letter to: HR Director at: [email protected]

IAAW is committed to equitable hiring practices and welcomes applications from qualified Indigenous persons.

Email submissions only. No phone calls please.

We thank all applicants for their interest, however, only those selected for an interview will be contacted.

Esquao, the Institute for the Advancement of Aboriginal Women, is an Alberta non-profit organization that serves to amplify and share the voices of Indigenous women on the issues and challenges they face.

Expected hours: 32.0 – 35.0 per week

Work Location: In person

📌 Guest Support - Shelter (Edmonton)
🏢 Esquao
📍 Edmonton