Unsheltered Support Worker

The Role

Provides client-centred, community-based crisis and system navigation services to individuals experiencing unsheltered homelessness who are street-involved, sleeping rough, or urban camping in Waterloo Region, to ensure connection to services and that basic needs are met. Provides supports following psychosocial rehabilitation, trauma and violence-informed care, and harm reduction models, while also prioritizing inclusion and support for diversity to create a safe, welcoming experience for clients.  

Meets with people where they are at, and builds rapport and trust with individuals experiencing homelessness within the community. Provides client assessments, direct assistance/support, supports for housing, crisis intervention and stabilization, advocacy, and appropriate community linkages to clients accessing services. 
 

Duties/Responsibilities

• Maintains a client caseload. Works independently and as part of an unsheltered response team to provide welcoming, safe, and trusting care for participants. Protects and promotes the welfare, dignity, and individual rights of participants at all times, understanding trauma and violence and the impact these have on participants’ lives and behaviours. 
• Works with individuals who have acute/chronic addiction and/or concurrent issues. Provides triage, mental health and/or addiction assessment and screening, and counselling on site. Completes intake and risk assessments for crisis.
• Collaborates with and works alongside community agency staff and other support providers who are involved with the client to facilitate a coordinated approach to service. Acts as a direct liaison with primary care to facilitate withdrawal and supports as required. 
• Coordinates and facilitates with participants to link them to recommended services and supports in the community. Advocates for, connects, and refers clients to appropriate housing services, supports, and resources (formal and informal), based on their needs. Accompanies clients to appointments. 
• Facilitates counselling and psychoeducational interventions that support clients’ progress towards identified goals and enhanced overall health and wellbeing, particularly in relation to addiction and mental health. Follows program support guidelines, and works collaboratively to develop and implement individualized client care plans to reflect client goals and help clients work towards them. 
• Guides clients in the development of skills and strategies for dealing with their problems. Helps clients identify their stage of change and goals for service. Has focused interactions and sessions on harm reduction, modification of behaviours, maintenance of change, or better management of conditions. 
• Engages in crisis intervention as required. Provides health teaching and information on coping techniques and strategies (e.g., grounding, breathing techniques, self-care, nutrition, sleep hygiene) to enhance overall wellbeing, and completion of crisis plans. 
• Evaluates clients’ progress on a regular basis and adjusts interventions as necessary. Engages Emergency Services when additional intervention is required. 
• Purchases basic needs/supplies as needed within program budget. 
• Maintains timely, detailed, accurate records in electronic client management system, including the mapping and location identification of known and visited encampments. 
• Assists in the planning, development, implementation, and evaluation of educational and outreach materials.
• Attends and participates in staff and group meetings, and case conferencing. Provides peer support and encouragement to other staff as needed, (e.g., assistance with challenging participants, coverage, sharing workload).
• Performs related duties as assigned.

Additional Duties/Responsibilities

Knowledge, Skills, and Abilities

• Knowledge and skill acquired at a minimum through completion of a 2-year related post-secondary diploma training program (e.g., specific to mental health and social services, addiction counselling diploma or equivalent education) at a recognized college or university.
• Must have active non-expired registration and certification in mental health and addictions with a recognized professional body (e.g., Canadian Addiction Counsellors Certification Federation, Canadian Professional Counsellors Association, College of Registered Psychotherapists Ontario).
• Must have (and maintain) active non-expired registration and certification in mental health and addictions with a recognized professional body (e.g., Canadian Addiction Counsellors Certification Federation, Canadian Professional Counsellors Association, College of Registered Psychotherapists Ontario). Candidates that meet eligibility requirements but do not have active non-expired registration and certification may be considered, but must attain active non-expired registration and certification post-hire/within probationary period. 
• Minimum 3 years of field experience (preferably including housing related experience) in mental health crisis support, individual and group counselling in addictions and mental health, and working with individuals experiencing homelessness and vulnerable populations.
• Knowledge of the criminal justice system and/or addictions services sector.
• Demonstrated ability to work with clients who live with multiple challenges related to marginalization, mental illness, substance use, complex health challenges, street level sex work, poverty, homelessness, and trauma.
• Demonstrated knowledge and skill in, crisis intervention and support, relapse prevention, and client advocacy, including broad knowledge of, and practice in, evidence-based treatment approaches to working with individuals with mental illness and addiction.
• Demonstrated understanding of substance use withdrawal and commitment to recovery philosophies, including harm reduction.
• Training and working knowledge of a variety of treatment, intervention, and support strategies, with demonstrated skill in crisis intervention, crisis resolution, and community support.
• Knowledge of and ability to comply with policies, procedures, legislation (e.g., privacy, health and safety), and standard clinical operating procedures. 
• Must hold current certification in Standard First Aid/CPR Level C.
• Ability to assess complex situations and make appropriate decisions independently and as part of a team.
• Extensive knowledge of community resources, service and support programs, and barriers clients face in accessing them. 
• Proven ability to work independently with minimal supervision. 
• Professional integrity and ability to maintain confidentiality.

Additional Knowledge, Skills, and Abilities

• Communication and human relations skills to connect with community agency staff and hard-to-engage participants and develop relationships of trust; establish and maintain effective working relationship with co-workers, community partners, and other service providers; provide care and work effectively with people from various abilities, life situations, and cultural backgrounds; and participate as an effective team member. 
• Computer skills with ability to use software such as Microsoft Office, and documentation/medical record programs.
• Must have a valid G driver’s license (or G2 with 3 years of driving experience) and acceptable driving record to operate a corporate vehicle or supply van.  
• Must provide a vulnerable sector police records check. 
• Ability to work shifts that can include day, evening, night, and weekend hours. 
• Ability to participate in a 24/7 (one week at a time) stand-by/on-call rotation for emergency after-hours calls. 
• Ability to support and demonstrate the Region’s values.