Program Support Worker

YW Calgary • Calgary, AB

5d • Onsite

About The Position

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 is a relief position with daytime availability required. The role may involve exposure to sensory stimulation (e.g., noise, odors, and lighting) and situations requiring crisis intervention, de-escalation, and conflict resolution.

Requirements

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

Nice To Haves

• 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

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

Benefits

• 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 This Job Offers

• Career Level: Mid Level
• Education Level: Associate degree