Casual Support Attendant

Who We Are For more than 130 years, The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church, each year we help more than 2 million people, providing necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging needs and live out our mission, vision and values of hope, service, dignity and stewardship. Mission Statement The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world. Job Description: POSITION PURPOSE SUMMARY: Support Attendants maintain a secure and supportive environment for clients at The Salvation Army Vancouver Harbour Light and assist in the operations of residential programs as appropriate. The Support Attendant position is comprised of two functional roles: Front Desk Attendant and Security Attendant. These roles work closely with adult clients from our shelters, our residential substance use programs, and our correctional residential facility (CRF). All shifts are "awake" shifts. The Front Desk Attendant is responsible for the general control of the main front desk. The Front Desk Attendant is responsible for the observation/monitoring of all clients and visitors entering the facility, both directly and through CCTV. They document and report notable (e.g., suspicious) observations to relevant personnel and emergency responders as appropriate. Front Desk Attendants are also responsible for answering the main phone line for The Salvation Army Vancouver Harbour Light and therefore function as a switchboard operator, connecting community members, clients, and external agencies with relevant departments/personnel, as well as connecting internal departments/personnel with each other. Front Desk Attendants are frequently the first point of contact for clients and other staff reporting emergencies and are responsible for coordinating a response with the security attendant, emergency responders, and other appropriate personnel. The Security Attendant is responsible for the supervision of clients/property through regular rounds of facility inspections, monitoring of CCTV footage, and communication with appropriate staff and external agencies as needed. Security Attendants are often Vancouver Harbour Light's first responders to emergencies, including a client or community member in crisis; they may provide first aid including overdose response. The Security Attendant works with the Front Desk Attendant to coordinate and deliver a response to these situations. Accountabilities: The incumbent may perform all, some, or similar duties to the listed below: Works in compliance with The Salvation Army's operating policies, and the CSC contract's Statement of Work Monitors Community Residential Facility (CRF) clients' compliance with their curfews, visual check-ins, release conditions, and behaviours Maintains confidentiality of all residents Liaises with referral sources and other external agencies as needed (e.g. police, Correctional Service of Canada, National Monitoring Center) during urgent situations Maintains logbooks of routine events, as well as pressing or critical incidents and urgent correspondence Completes occurrence and incident reports Provides First Aid, including Naloxone Reports security problems to appropriate program staff or department managers. May be required to provide statements to Crown counsel, police, and/or parole office Understands and is aware of emergency/disaster procedures and calmly applies them Provides statements for the Crown, Police, Parole office as required Front Desk Attendant Provides directions for clients and the public and responds to phone and in-person inquiries Views and monitors security camera activity in conjunction with Security Attendants to maintain overall safety of the facility. Documents CRF clients' movement & needs (bed count, curfews, attendance sheets, etc.) in collaboration with the Support Attendant. Completes clerical tasks such as mail sorting and issuing counter receipts Accurately documents any relevant client behavior or observations for clients in all programs and report to appropriate department staff Communicates with other departments as appropriate Initiates incident response when panic alarms are activated Security Attendant Makes scheduled rounds of facility inspections, checks safety/security, monitors clients/residents and premises; maintains an atmosphere of calm, providing an unobtrusive presence Monitor facility through CCTV cameras and routine walk-through inspections of the facility. Coordinates client care relating to security issues May be directly involved in collection of urinalysis samples Completes regular live breathing body checks for clients, and may complete room/personal searches Administers prescribed or approved medication available to clients as per medication training Ongoing enforcement of house rules and policies, which may include reminding clients of the rules, helping them strategize how to abide by the rules, client behavioural intervention, or recommending service restrictions for current or prospective clients Accurately document and report notable client behaviors or observations Greets, directs, and accompanies visitors as necessary; may include contacting resident/client Attends to incidents when panic alarms are activated Support Attendants are trained in both Front Desk and Security Attendant tasks, and will be assigned to duties as per their schedule. These roles may perform other duties and other accountabilities as required. FINANCIAL AND MATERIALS MANAGEMENT: Financial: The Front Desk Attendant receives payments/donations, records them in the receipt book, and stores them in the drop-safe, in accordance with policy. Materials: May manage clients belongings. May be required to manage office supplies and PPE for support staff and clients. WORKING CONDITIONS: Candidates must be comfortable with working in Vancouver's downtown eastside and in a multi-program facility. Our programs include community meals, 24-hour and overnight shelters, residential addiction treatment, a correctional residential facility for men on parole, low-income housing, and other services. The performance of the Front Desk Attendant job requires long periods of sitting, while the Security Attendant job requires a frequent amount of walking, climbing stairs, and standing. Both positions require a moderate amount of keyboarding, some lifting, continuously monitoring the environment, interacting with clients, and frequently recording information and monitoring security cameras. May be required to carry materials weighing up to 30 lbs. (e.g., client's box of personal effects). This position works in a 24/7 social services facility, including office, program, and residential areas. This position works in noisy and crowded environment with upset, abusive or angry people from time to time. This position will be required to collect urinalysis specimens. This position may encounter critical incidents, e.g. overdoses, first aid emergencies, etc. This position may be exposed to hazards, including: Verbally or physically aggressive people Exposure to bodily fluids or sharps Environmental hazards The above responsibilities must be performed in keeping with The Salvation Army's Mission, Vision and Values, in a professional manner, upholding our code of conduct. Education and Experience Qualifications: Willingness to develop an understanding and support for the mission and purpose of The Salvation Army in Canada and its implications as related to position responsibilities. Work in compliance with OH&S Act and Regulations and abide by The Salvation Army's health and safety policies and procedures. Ability to provide an original copy of a Background Check that is satisfactory to The Salvation Army, in its sole discretion, is required. Criminal Record Review Program clearance is required for all positions at Vancouver Harbour Light. Ability to obtain federal Enhanced Security Clearance is required for this position. Education, Qualifications and Certifications: High School completion plus specialized courses of up to six (6) months Criminal Record Review Program Clearance Correctional Service of Canada Enhanced Security Clearance Immunization for Hepatitus B and Tuberculosis Naloxone training, First Aid with CPR, Mental Health First Aid, and Non-Violent Crisis Intervention training (or willingness to be trained) Experience and Skilled Knowledge Requirements One year of prior related experience, including security experience. Skills and Capabilities: Strong sense of integrity and confidentiality with professional ethics and a balanced sense of fairness and flexibility. Must demonstrate a positive attitude towards the homeless and individuals with substance abuse and concurrent problems, including mental health concerns. Basic to Intermediate computer skills, particularly Microsoft Outlook, Word, and Excel Exceptional interpersonal and communication skills Additional language skills are an asset Ability to communicate and develop relationships and trust with the homeless Strong empathy and compassion Ability to support and motivate others Familiarity with related service-providers in the area Ability to work both independently and as a member of a team, and on occasion lead a team Ability to support and motivate others Good organizational skills HOURS OF WORK: Shifts: 8:00am to 4:00pm, 4:00pm to 12midnite, 12midnite to 8:00am Shifts are 8.0 hours of paid time COMPENSATION: Probationary rate: $28.32/hour Post-probationary rate: $29.07/hour Compensation: The target hiring range for this position is $28.32 to $28.70 with a maximum of $29.07. Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role. The Salvation Army will provide reasonable accommodation upon request. Please email Recruitment.Accommodations@salvationarmy.ca if you have a need for any accommodation and we will be pleased to discuss this with you. Our employees are motivated by the fulfillment and meaning they experience as they serve people in need across Canada and Bermuda. Whether at the front-lines or in a support role, as part of our team you'll work alongside a diverse and skilled group of purpose-driven professionals, empowered to provide exceptional service. We deeply value the relationships we build in the workplace, as well as the opportunities given to us such as the potential to experience flexibility at work, receive health and dental benefits, paid vacation and sick time, RRSP's, as well as to expand our skills and advance our careers as together we build a culture of continuous learning and growth. If you're looking for a career that allows you to find meaning, make an impact, and one that challenges you to grow and become the best version of yourself, join our dynamic team. There is a place for everyone to belong at The Salvation Army.