Shelter Diversion Worker
The Hope Centre
Diverting crisis with dignity, connection, and care.
ABOUT US
Since 1974, The Hope Centre has helped to build and strengthen Welland by supporting the most vulnerable in our community with food security, housing stability and wellness programs. We offer a wide range of services that help individuals and families in Welland that are facing challenges related to poverty including mental health, addictions, food insecurity and housing instability.
Our mission is to assist, support, empower and advocate for the most vulnerable members of our community. We do this by providing essential services including homelessness prevention, housing-focused shelter, emergency food bank, daily lunches, counselling and more. Our vision is a community where every person has their basic needs met through support and compassion.
Job Location
29 Riordon St, St. Catharines, ON L2R 4K2; 5925 Summer St, Niagara Falls, ON L2G 1M7; 851 Ontario Rd, Welland, ON L3B 5V6
Responsibilities
POSITION SUMMARY
The Dedicated Shelter Diversion worker listens, assesses, explores and navigates through conversation to support people seeking access to shelter. They provide dedicated support to help resolve the clients current housing insecurity or find alternative housing arrangements ensuring they are safe and appropriate. Housing and safety needs are assessed using the Shelter Diversion tool where short term and long-term housing solutions are discussed. Additionally, the Dedicated Shelter Diversion worker will actively and daily, update the Active Client List (ACL) to ensure good communication, accountability for both staff and client and planning to support successful exits to housing. The Dedicated Shelter Diversion worker will also be responsible for charting a guest’s progress up to Exit Planning and warm transfers to prevention agencies.
KEY RESPONSIBILITIES
• Respond to calls and walk-ins from individuals or families seeking shelter, providing immediate assessment and support to explore safe alternatives to shelter entry.
• Utilize the Diversion Tool to identify appropriate short and long-term housing options based on the individual’s circumstances, resources, and supports.
• Engage clients in solutions-focused conversations to uncover strengths, existing supports, and opportunities to stabilize housing.
• Coordinate and mediate with family, friends, landlords, and other supports when appropriate to help individuals remain or become housed.
• Provide referrals to relevant services and agencies including financial assistance, housing support, mental health, legal aid, and other community resources.
• Maintain up-to-date knowledge of local housing options, income supports, and crisis services.
• Collaborate with shelter staff and outreach teams to ensure a coordinated and client-centered approach.
• Conduct follow-ups with individuals who have been diverted or recently housed to provide light-tough support and identify emerging needs.
• Accurately document client interactions, complete assessments, and maintain detailed records in internal databases and reporting tools (i.e. HIFIS).
• Participate in team meetings, training sessions, and service coordination efforts as required.
Qualifications
Experience working with individuals in crisis, ideally within housing, shelter, or homelessness services, required.
• 1-2 years of experience working in Shelter Diversion or applicable housing-focused programs, required.
• Experience working with online databases (i.e. HIFIS), required.
• Post-secondary education in social work, social service, child and youth psychology, or related field, preferred.
KEY CANDIDATE COMPETENCIES
• Ability to engage individuals in crisis using a person-centered, trauma-informed, and strengths-based approach.
• Excellent communication skills, both verbal and written, with the ability to de-escalate situations and build rapport quickly.
• Ability to assess client needs and explore creative housing alternatives through effective problem-solving and active listening.
• Strong interpersonal and relationship-building skills.
• Ability to work collaboratively with internal teams and external service providers.
• Strong organizational skills with the ability to manage competing priorities in a fast-paced environment.
• Proficiency in Microsoft Office, email and online research tools.
Base Salary
$29.73/hour
Work Hours
40 hours per week, Monday – Friday, 8:30am – 4:30pm
Benefits
OUR EMPLOYEE PROMISE
• A supportive, friendly and dedicated team environment.
• Potential for growth within company.
• A chance to make a positive impact in your community through meaningful work.
HOW TO APPLY
If you think your experience, skills and career aspirations are aligned with this opportunity – please send your resume to careers@hroffsite.ca with “The Hope Centre – Shelter Diversion Worker” in the subject line.
We are an equal opportunity employer and encourage applications from all qualified individuals. We are committed to providing a safe, healthy, and inclusive work environment where every employee feels valued and respected. We will consider accessibility accommodations to applicants upon request.