Programs Support Agent - Casual

Job summary

The Programs Support Agent acts as the first point of contact for clients, managing reception, crisis calls, and service inquiries during evening and overnight hours. They are also responsible for monitoring facility security, conducting property walkthroughs, and maintaining accurate client records.

Job details

YWCA Banff is looking for a Program Support Agent - Casual to join our close-knit team. We are looking for a community-minded individual who engages with others from a place of empathy, understanding, and desire to help. This is flex position which provides time for your leisure during the day and includes some downtime overnight to study or advance personal interests. The purpose of the Programs Support Agent Casual role is to establish a pool of colleagues who can provide relief coverage for full-time and part-time Program Support Agents. This casual role offers flexibility, with shifts varying based on operational needs. Typical hours are from 4:30 PM to 12:30 AM or 12:30 AM to 8:30 AM. Weekly hours are not guaranteed, but your impact will be significant. As an Programs Support Agent, you’ll be the first point of contact for clients accessing our vital services, including Emergency Shelter, Transitional Housing, and more. Your role is crucial in providing front-line support and ensuring the safety and well-being of our clients during evening and overnight hours. Key Responsibilities: * Reception & Communication: Greet visitors, manage inquiries, and respond to crisis calls and emails for after-hours service requests. * Program and Client Support: Assist with service requests and refer clients to on-call staff, as needed. In collaboration with on-call staff, oversee check-ins/check-outs and facilitate referrals to external resources, conduct program intakes, and provide basic needs, as needed. * Collaboration & Documentation: Communicate with and update RP team and on-call staff as needed, maintain accurate and timely records, and update databases. * Security & Safety: Monitor security cameras, conduct property walkthroughs, and handle emergency procedures. * Additional Duties: Complete all other tasks, as assigned. What You Bring: * Experience with evening and overnight shifts * Strong problem-solving and communication skills * Ability to work independently and with diverse populations * Experience in crisis intervention is a plus * Interest in professional development and growth * Familiarity with Microsoft 365 and administrative tasks * A degree in social work or a related field is an asset * 1-2 years of experience in domestic violence, homelessness, or housing support is preferred Position Details * This casual role offers flexibility, with shifts varying based on operational needs. * Schedule will vary between evenings (4:30 PM - 12:30 AM) and overnight shifts (12:30 AM - 8:30 AM) with Day time Training Shifts to start * Wage Range: $21 to $23 per hour. If you want work that will change lives, we want to meet you! YWCA Banff celebrates diversity and encourages all qualified applicants to apply, including women, persons with disabilities, members of visible minorities, Indigenous Peoples, veterans, and individuals of diverse gender and sexual orientations. We are dedicated to creating an inclusive and safe working environment for everyone. To learn more about this opportunity or to request accommodation for the application process, please reach out to jobs@ywcabanff.ca Apply today and be part of a diverse team committed to building a thriving, equitable society!

What you’ll do

The Programs Support Agent acts as the first point of contact for clients, managing reception, crisis calls, and service inquiries during evening and overnight hours. They are also responsible for monitoring facility security, conducting property walkthroughs, and maintaining accurate client records.

Requirements

Candidates should have 1-2 years of experience in domestic violence, homelessness, or housing support, with strong problem-solving and communication skills. A degree in social work or a related field is considered an asset for this position.

Listed skills

• crisis intervention · Preferred
• Problem solving · Preferred
• Microsoft 365 · Preferred
• Documentation · Preferred
• Communication · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Crisis intervention
• Communication
• Problem-solving
• Reception
• Client support
• Security monitoring
• Documentation
• Microsoft 365
• Administrative tasks
• Emergency procedures
• Intake assessment
• Referral management
• Security Camera Monitoring
• Empathy
• Administrative Functions
• Social Work
• Crisis Intervention
• Disabilities
• Emergency Procedures
• Problem Solving

Job areas

• Social Services
• Customer Service & Support
• Security & Safety
• Administrative
• Support Agent
• Technical Support Manager / Supervisor
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists