Open Position: Casual Frontline Client Support

We’re looking for an extra pair of hands to help with daily operations and support individuals staying at our shelter.

Apply by sending your resume to


Out of the Cold Community Association 

Reports to

Executive Director 


$ 21.00 / hr Bi-weekly. 

Work Term

Immediately – Sept 15th, 2021

◦ Must be available to work weekends, days, evenings and overnights.

◦  Must be willing and available to work holidays. 

◦ Out of the Cold Community Association is proud to be a unionized workplace within SEIU.

◦ Casual staff members belong to the collective bargaining unit. 

COVID-19 Protocols & Procedures

All employees currently report to our shelter space. Staff members and volunteers are required to self-screen for COVID symptoms before each shift. Guests submit to screening as needed. This may include a temperature check and screening for other symptoms, following the NSHA’s most current guidelines. We have volunteers from the NSHA on-site once a week for a voluntary COVID screening of staff, volunteers, and residents. All staff members, volunteers, and guests are required to wear masks in the space unless they are eating.  Updated August 1/21

Out of the Cold is committed to building a diverse staff and strongly encourages applicants to self identify in their cover letter as Indigenous, Black, African Nova Scotian, Person of Colour, Person with a Disability or LGBTQ2S.

OTC Community Association provides low barrier, people-centered support rooted in anti-oppressive & harm reduction practices. We support individuals (16+) and couples of all genders who are unhoused or precariously housed and who experience a variety of barriers to housing including poverty, criminalization, racism, homophobia, transphobia, food insecurity, inadequate access to physical & mental health supports, alcohol & substance use challenges and varying levels of ability and life skills. We believe strongly that shelters are a stop-gap measure to address the systemic issues that cause people to be unhoused and that every one of us has the right to safe, healthy and affordable housing.

Key Responsibilities

Under the supervision of the Executive Director the Casual Client Support person will

  1. Support individuals in meeting their basic needs and maintaining their shelter stay, while actively engaging in the overall daily operations of the shelter while in hotel.
  2. Stay informed in regards to relevant information and manage records and files so as to ensure accuracy and confidentiality.
  3. Works within the staff team and wider community to foster relationships and support best outcomes for the people we support. All staff are responsible for providing services that are high quality, consistent, and in accordance with Out of the Cold’s policies and values. All staff are responsible for supporting individuals in following Public Health recommendations during the COVID-19 pandemic. 

1. Support individuals in meeting their basic needs and maintaining their shelter stay, while actively engaging in the overall daily operations of the shelter. 

  • Actively support individuals in maintaining their stay in hotel and meeting their basic needs.
  • Establish and maintain positive working relationships with individuals staying at OTC. 
  • Provide support to individuals during periods of dysregulation and crisis and while under the influence of alcohol or substances. 
  • Be familiar with harm reduction principles and be able to put into practice. 
  • Answers doors and phones and offer appropriate support.
  • Provide information, support and other services in person and by phone, to guests and unhoused community members
  • Conduct shelter diversion conversations and offer appropriate diversion support.
  • Conduct intakes and discharges as required and directed by the Excecutive Director. We are not currently open for intake. 
  • Support residents with weekly cleaning day.
  • Prepare bed spaces before a new intake arrives. This includes packing up, labeling and storing any belongings left behind, cleaning and sanitizing bed space following COVID protocols, remaking bed and notifying hotel staff of the need for cleaning for new client.
  • Serve prepared meals to residents.
  • Conducts regular checks of all fire exits, common spaces, sleeping spaces and outdoor spaces to maintain safety. 
  • Inform Shelter Coordinator and/or Executive Director of any concerns.
  • Delivery of activities and programming 
  • Perform other duties as required. 

2. Stay informed in regards to relevant information and manage records and files so as to ensure accuracy and confidentiality. 

  • Arrive 15 minutes before beginning of shift for mandatory shift change meeting.
  • Check in daily to stay informed of current OTC protocols. 
  • Keeps up to date on relevant information by reading messages from individuals we support, any staff communications and daily logs. 
  • Regularly update individual’s information in OTC’s electronic database. 
  • Maintain accurate individual’s records, updating information and pertinent communication notes.
  • Document all requests for service.
  • Appropriate program forms pertinent confidentiality are organized, as complete as possible, and kept in a secured location.

3. Work within the staff team and wider community to foster relationships and support best outcomes for the people we support 

  • Connect with the Case Manager to offer assistance and ensure that everyone has the opportunity to receive appropriate support to find housing.
  • Ensure that all interactions are carried out in a culturally responsive, safe, dignified, and unobtrusive manner. 
  • Ensure that persons who are experiencing homelessness feel safe, listened to, and valued.
  • Attend and actively engage in shelter team meetings as required. 
  • Interact with and maintain positive interactions with income assistance caseworkers and other community agencies on behalf of the individual and OTC.
  • Interact with and maintain respectful, positive interactions with hotel management, staff and security in order to support best outcomes for OTC residents, including supporting them in maintaining their stay.

Casual Client Support may be asked to offer the following assistance in collaboration with the Case Manager and/or Executive Director, on an as needed basis. 

  • Support individuals in completing applications to the MRHA Public Housing list.
  • Support individuals in completing applications for CCT/BNL. 
  • Complete VI-SPDAT.
  • Assist individuals in completing necessary forms for outside agencies. 
  • Supporting individuals in securing ID and bus pass. 
  • Support individuals in connecting with appropriate care by a doctor or nurse practitioner, dental care, eye care etc. 
  • Identify potential community supports to address individual’s self-identified concerns in regard to their physical or mental health, substance use etc. Support with referrals and connections.
  • Support individuals with online housing searches, applying for housing and contacting landlords.
  • Other duties as necessary and/or as assigned by the Executive Director. 


  • University Degree or Community College Diploma in the Social Services field OR relevant combination of education and experience acceptable to the employer. 
  • Relevant experience working with persons experiencing poverty, homelessness, criminalization, racialization, food and housing insecurity and a demonstrated understanding of the associated barriers and challenges. 
  • Ability to connect with individuals and engage in ways that are relevant to them while attentively listening to and responding to client needs. 
  • Experience an asset, with priority given to work with people from diverse racial, ethnic, and socioeconomic backgrounds. 
  • Ability to build authentic relationships with individuals from racially and socioeconomically diverse communities. 
  • Demonstrated commitment to using a people centered, anti-oppressive, trauma informed and harm reduction practise. 
  • Demonstrated understanding and engagement of healthy boundaries with individuals and within the context of work. 
  • Strong conflict resolution skills and ability to confidently mediate conflicts as they arise.
  • Knowledge of mental health issues, substance use. 
  • Ability to work independently, as a member of a team and under pressure. 
  • Demonstrates organizational skills and ability. 
  • Effective written, verbal, interpersonal communication and computer skills. 
  • Must pass Criminal Background and Vulnerable Sector Checks. 

Candidates will possess the following or be willing to acquire.

  • Standard First Aid/CPR Level “C” 
  • Non-Violent Crisis Intervention
  • Harm Reduction / Naloxone Training 
  • All training as defined as mandatory by the Executive Director 

Physical Requirements

  • This is an awake position meaning staff are required to stay awake for their full shift, including overnight. Sleeping on shift is grounds for immediate termination.
  • Can safely carry out the duties of the position including being able to lift heavy shelter supplies and physically support individuals with their belongings when needed. 
  • Must be able to access and navigate different areas of the shelter including stairs and storage areas. 

Do you think you’d be a good fit for this position?

Apply by sending your resume to