Job Description

Job Purpose

As part of the City of Edmonton's Extreme Weather Response, the Support Worker will provide frontline support on nightly shuttle buses transporting vulnerable Community Member's to safe overnight shelters during extreme cold weather events. This position plays a vital role in maintaining a safe, calm, and supportive environment on board, assisting passengers in connecting to shelter spaces, basic needs supplies, and broader social supports.

This is a seasonal position with the potential to return annually for up to four consecutive winter seasons.

Duties and ResponsibilitiesProgram Delivery

Provide on-board support to vulnerable passengers, including de-escalation of conflict and responding to safety concerns.

Use

Starting Point and ORBIT

to assess each rider's needs, capture demographic and service information, and document outcomes.

Coordinate with the

Service Hub

to connect riders with appropriate follow-up supports (housing, income, health, cultural, or other services).

Assist passengers in identifying and accessing appropriate shelter spaces or emergency services.

Distribute essential supplies (snacks, water, warm clothing, hand warmers, etc.) to riders.

Communicate and coordinate with shelter staff to confirm space availability and support smooth passenger drop-offs.

Maintain a trauma-informed, harm-reduction approach that prioritizes safety, choice, dignity, and cultural respect.

Liaise with shuttle operators, other support workers, Transit Peace Officers, and Edmonton Police Service as needed.

Participate in daily pre-shift briefings,

regular team meetings,

and

ongoing training and development sessions

to build skills and ensure service consistency.

Document and report critical incidents, barriers to service, and passenger statistics nightly.

Follow all health, safety, and occupational protocols; use appropriate PPE and follow cleaning procedures.

Other duties as required.

General and Administrative

Complete and submit timesheets accurately and on time.

Track and report work hours, mileage (if applicable), and supply usage.

Maintain and submit incident reports, shift logs, and other required documentation.

Support accurate data entry and record keeping in

Starting Point

and

ORBIT

.

Support inventory tracking and restocking of shuttle supplies (clothing, snacks, hygiene items, PPE, etc.).

Follow internal expense protocols and submit receipts or credit card reconciliations as required.

Maintain confidentiality and comply with organizational policies, privacy legislation, and safety procedures.

Education and Experience

The successful candidate will have a minimum of a degree or diploma in a Human Services field with 2-3 years of direct experience working with the vulnerable population.

Valid Standard First Aid and CPR.

Knowledge, Skills and Abilities

Experience supporting individuals facing homelessness, poverty, or other complex social barriers.

Knowledge of available social, health, and housing services in Edmonton.

Strong conflict de-escalation, crisis intervention, and communication skills.

Culturally safe and trauma-informed practice, including understanding of Indigenous historical and intergenerational trauma.

Ability to work effectively in confined spaces and in a fast-paced, high-stress team environment.

Able to perform night shift work.

Valid Criminal Record and Vulnerable Sector Check.

Conditions of Work

Nightly shifts (9:45 PM - 6:15 AM), including weekends and statutory holidays on a rotating basis.

Work occurs primarily on moving shuttle buses during winter weather conditions.

Requires standing, bending, lifting supplies, and working closely with individuals in crisis.

Staff will be provided with necessary PPE, radios, and other supplies to perform their duties safely.

Personal Characteristics

The Extreme Weather Shuttle Support Worker should demonstrate competence in all the following:

Behave Ethically: Understand ethical behavior and business practices and ensure own behavior is consistent with these standards and aligns with the mission and core values of Bissell Centre.

Build Relationships: Establish and maintain positive working relationships with others, both internally and externally, to achieve the goals of the organization.

Communicate Effectively: Speak, listen, and write in a clear, thorough, and timely manner using appropriate and effective communication tools and techniques.

Focus on Participant Needs: Anticipate, understand, and respond to the needs of participants and the community to meet or exceed their expectations within the organizational parameters.

Foster Teamwork: Foster, sustain and role model productive team management practices, and contribute to a positive team environment. Share expertise and knowledge to support, coach and develop others.

Make Decisions: Assess situations to determine the importance, urgency, and risks, and make clear decisions that are timely and in the best interests of the organization.

Organizational Skills: Set priorities, develop a work schedule, monitor progress towards goals, and track details/data/information/activities.

Plan: Determine strategies to move the organization forward, set goals, create, and implement action plans, and evaluate the process and results.

Solve Problems: Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem.

Direct Reports

N/A

Screening Requirements

Criminal Record Check

CWIS Check

Training Requirements

Conflict into Calm

Standard First Aid and CPR

Trauma Informed Training

Indigenous Culture Awareness

Naloxone and overdose prevention

Other required training may be identified as required

About the Job

Full-Time Contract Until March 31, 2026

Interested candidates are invited to contact: kstoley@bissellcentre.org

Job Type: Full-time

Pay: From $25.00 per hour

Work Location: In person