Family Support Worker

Are you a change maker? Come on INN!

We’re an amazing team, doing amazing things every day. Inn from the Cold is the largest organization in the Calgary region dedicated to supporting families experiencing a housing crisis.

We prioritize people, recognizing the uniqueness and worth of everyone who walks through our doors. Our commitment to reconciliation and equity is not just a statement; it's a journey we're dedicated to, actively working alongside Indigenous peoples and marginalized communities to dismantle oppressive structures. As a trauma informed organization, we create a safe and supportive environment, promoting healing and resilience.

We are a multidisciplinary team united by a shared vision, mission and values. Collaboration is at the heart of our work, and we believe that diverse perspectives drive our success. It is this diversity and the respect and value we have for each other and our community that makes us stronger.

• Position Title:
  
  Family Support Worker
• Job Type: Full Time
• Department:
  Programs & Services
• Reports to:
  
  Manager, Shelter

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) offers direct support to families experiencing or at risk of homelessness, ensuring smooth daily operations and a safe, welcoming, and well‑managed shelter environment. FSWs assist families in navigating shelter life, including orientation, expectations, and available services 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.

• 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.

• Sunday to Wednesday, 8:00 am – 6:00 pm (40 hours per week)
• Thursday to Saturday, 8:00 am – 6:00 pm (30 hours per week)

• Post‑secondary education in social work, human services, family support, or case management is preferred. A combination of relevant experience and education will also be considered.
• Experience working with families experiencing homelessness or housing insecurity.
• Experience in a housing‑focused shelter environment, housing support, crisis…