Job Description

Position:

Guest Services Specialist

Reports to:

Program Manager, The Bridge

Organization:

Canadian Mental Health Association Hastings Prince Edward

About Us:

The Canadian Mental Health Association Hastings Prince Edward (CMHA HPE) provides a wide range of services and programs to support individuals aged 16 and older in achieving their mental health and addiction recovery goals. Committed to promoting mental wellness and resilience, CMHA HPE offers crisis intervention, addiction services, and mental health support, ensuring everyone in the community has access to the resources they need to feel well. By fostering inclusive and supportive environments, CMHA HPE empowers individuals to lead fulfilling and healthy lives. For more information, visit CMHA HPE.

Position Summary:

The Guest Services Specialist (GSS) oversees the daily operations of The Bridge's frontline services, ensuring the delivery of safe, respectful, and accessible support for clients and staff. This role provides direct support for staff, students, and volunteers, modeling trauma-informed and culturally responsive care practices. The GSS is responsible for supporting site logistics, responding to crises, coordinating with community partners, and maintaining program resources and supplies. The GSS supports the Program Manager by assisting with scheduling, reporting, and administrative tasks. The role also involves promoting client and staff safety, facilitating training, and enhancing service delivery through collaboration and innovation. Work is conducted in a dynamic environment that requires sound judgment, adaptability, and a commitment to equity and inclusion.

Qualifications & Experience:

Degree or diploma in Social Work, Psychology, Justice Studies, or a related field Minimum five years' experience working with individuals experiencing homelessness, addiction, and/or concurrent disorders Minimum two years of supervisory or management experience in a community or residential setting Current certification in First Aid and CPR Certification in Non-violent Crisis Prevention (NVCI) Certification in Mental Health First Aid or ASIST is an asset Strong knowledge of addiction, mental health, and related community services Familiarity with the Personal Health Information Protection Act (PHIPA) Proven ability to work independently and collaboratively in team settings Demonstrated leadership and mentoring abilities in a high-pressure environment Skilled in crisis de-escalation and conflict resolution Excellent verbal and written communication skills Strong customer service orientation with the ability to handle sensitive and complex situations professionally Highly organized with effective time-management and prioritization skills Proficient in Microsoft Office and client database systems Experience in volunteer coordination, training, and staff onboarding Ability to represent the organization on committees and in the community professionally Demonstrated commitment to anti-oppressive, equity-driven practices Experience using client management systems and digital tools for service coordination. Must possess a valid Ontario Driver's License and have regular access to a reliable vehicle, and provide proof of adequate vehicle insurance, and clear driver's abstract. Required to provide a satisfactory criminal reference check with vulnerable sector screening prior to employment

Benefits and Perks:

At CMHA HPE, we prioritize the well-being and professional growth of our employees. We offer a comprehensive benefits package that includes health, dental, and vision insurance, a generous paid time off policy, and an employer-matched pension plan through HOOPP. Our team members enjoy flexible work arrangements to support a healthy work-life balance, ongoing professional development opportunities, and access to wellness programs and resources. Additionally, we provide a supportive and inclusive work environment that values diversity and fosters a culture of collaboration and respect. Join us and be part of a community dedicated to making a meaningful impact on mental health and well-being.

How to Apply:

Please submit a resume and cover letter quoting competition number 2025-056 to careers@cmhahpe.ca.

Accessibility Statement:

The Canadian Mental Health Association HPE is committed to creating an inclusive and accessible workplace for all employees. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), we strive to ensure that our recruitment and hiring processes are barrier-free and provide accommodations for candidates with disabilities. If you require an accommodation at any stage of the recruitment process, please inform us and we will work with you to meet your needs. We are dedicated to fostering an environment that respects and values the diversity of our team and the communities we serve.

Job Types: Full-time, Permanent

Pay: $60,118.50-$69,790.50 per hour

Benefits:

Company pension Dental care Disability insurance Employee assistance program Extended health care Life insurance Paid time off Vision care
Schedule:

Day shift Evening shift Weekends as needed
Work Location: In person