Housing Support Worker

Job Description

The Housing Support Worker helps individuals experiencing homelessness or housing instability obtain and maintain safe, stable, and appropriate permanent housing. The role combines individualized housing navigation, practical move-in assistance, access to eligible financial supports, and time-limited tenancy support to reduce barriers to housing and prevent returns to homelessness.  

Working with participants, New Dawn staff, the Ally Centre, landlords and community partners, the Housing Support Worker develops housing plans, supports housing applications and housing searches, coordinates transitions, and helps resolve tenancy concerns. The focus is on both successful housing placement and sustained housing stability, with respectful, responsive support that reflects each person’s needs, preferences, and circumstances. 

Primary Areas of Responsibility  

Participant Engagement & Housing Planning; Housing Navigation & Placement; Housing Set-Up & Financial Assistance; Tenancy Stabilization & Eviction Prevention; Community Coordination; Documentation, Monitoring & Reporting.  

Duties & Responsibilities

Participant Engagement & Housing Planning  

• Build trusting, respectful and non-judgmental relationships with participants and provide clear information about the support available through the project.  

• Assess housing preferences, needs and barriers with participants, including affordability, income, documentation, transportation, accessibility and access to essential services.  

• Develop individualized housing plans with practical steps, responsibilities and follow-up, updating them as needs and circumstances change.  

• Work with site staff and referral partners to identify individuals needing housing support and to coordinate assistance without duplicating existing services.  

• Support participant choice and involvement in decisions, and help participants connect with Indigenous and culturally appropriate services where desired.  

Housing Navigation & Placement  

• Search for suitable rental housing, identify housing opportunities and help participants consider whether available options are affordable and sustainable.  

• Assist with housing applications and obtain required identification, income documentation, references and other supporting information.  

• Help participants access income supports, rent supplements and other available benefits, following up on applications and referrals as needed.  

• Build relationships with landlords and housing providers, communicate about available units, and coordinate and attend viewings with participants.  

• Arrange transportation and appointment support where needed, helping participants overcome practical barriers to securing housing.  

• Support participants to understand tenancy agreements and responsibilities, and coordinate move-in arrangements and connections to ongoing community supports.  

Housing Set-Up & Financial Assistance  

• Identify eligible financial barriers to housing and assist participants to access approved support for damage deposits, essential furniture, household set-up and basic move-in costs.  

• Tie assistance to an individualized housing plan and follow New Dawn and Reaching Home eligibility, approval, documentation and financial-control requirements.  

• Coordinate approved purchases, payments, deliveries and move-in supports with participants, landlords, suppliers and New Dawn staff, within delegated authority.  

• Maintain complete records of assistance provided, its purpose, approvals and supporting documentation; communicate with the supervisor and Finance team about outstanding items or funding limits.  

Tenancy Stabilization & Eviction Prevention  

• Provide time-limited follow-up after move-in, including regular early-tenancy check-ins and practical problem-solving to help participants remain housed.  

• Support communication between participants and landlords, help mediate tenancy concerns, and intervene early when a tenancy is at risk.  

• Help participants understand lease responsibilities and address rent-payment difficulties through practical planning and connections to income and community supports.  

• Where rental arrears place a tenancy at risk, support access to approved arrears assistance when eligible and when there is a reasonable prospect of preserving the tenancy.  

• Connect participants with health, mental-health, addictions, income and other community services, and coordinate referrals to longer-term support when the project cannot meet an ongoing need. 

Community Coordination & Service Improvement  

• Work closely with the Village at Pine Tree Park, Eleanor’s Court, the Ally Centre, Coordinated Access, landlords and other housing and homelessness-serving partners.  

• Participate in coordinated referrals, case discussions and transition planning, sharing information appropriately and maintaining participant confidentiality.  

• Help establish and improve referral, assessment, documentation and financial-assistance processes during project start-up and ongoing delivery.  

• Bring recurring barriers, service gaps and participant feedback to the supervisor, and suggest improvements to housing access, transitions and retention.  

Documentation, Monitoring & Reporting  

• Maintain accurate, current and confidential participant files, housing plans, contact records, referrals, assistance records and follow-up notes in approved systems.  

• Record intake circumstances, housing goals, applications, landlord contacts, services provided, financial assistance, move-in dates and housing status at agreed follow-up points.  

• Track unique participants served, housing placements, time to housing, assistance provided, tenancy-preservation interventions and housing retention; record barriers and reasons for tenancy endings where known.  

• Provide timely activity and outcome information for monthly and quarterly reviews and project-end reporting, supporting assessment of whether participants obtain housing and remain housed. 

Other Duties & Responsibilities 

• Participate in team meetings, supervision and relevant learning; maintain professional boundaries and uphold New Dawn’s standards of respectful, community-centred service. 

• Follow organizational safety and incident-reporting procedures, seek guidance when concerns exceed the role, and maintain reliable communication and follow-through with colleagues and participants.  

• Contribute to continuous improvement and undertake related duties consistent with the role and project scope, as assigned by the supervisor.  

• Maintain high standards of quality, safety, and confidentiality when handling organizational information and interacting with employees, clients, and volunteers. 

• Demonstrate professionalism, tact, diplomacy, and sensitivity in all interactions, representing New Dawn in a manner consistent with its mission, vision, and values 

• Maintain and enhance professional knowledge and skills through ongoing learning, professional development, networking, and participation in relevant professional associations 

• Foster positive workplace relationships through effective communication, mutual respect, collaboration, and reliable follow-through 

• Champion and promote New Dawn’s mission, vision, and values both internally and externally 

• Perform other related duties as assigned  

Core Competencies   

• Servant leadership  

• Ethics and integrity   

• Client and community-focused  

• Initiative and problem solving      

• Accountability and dependability   

• Strong oral and written communication  

• Teamwork and collaboration       

• Detail orientation    

• Adaptability  

Qualifications  

• Degree or diploma in social services, community services, human services or a related field, or an equivalent combination of relevant education, training and experience.  

• Training or experience in trauma-informed practice, harm reduction, de-escalation, First Aid/CPR or culturally responsive service is an asset.  

• Experience supporting people experiencing homelessness, housing insecurity, poverty or other barriers to accessing services; relevant community and lived experience are valued.  

• Ability to develop practical support plans, assist with applications and documentation, coordinate referrals, and follow up consistently with participants and service providers.  

• Knowledge of local housing resources, income supports, rent supplements, community services and tenancy responsibilities, or a demonstrated ability to learn and navigate these systems.  

• Strong interpersonal and communication skills, including the ability to communicate respectfully in difficult situations and explain information clearly and accessibly.  

• Ability to maintain confidential records and accurate service data, use Microsoft Office and digital case-record systems, and document financial assistance carefully.  

• Ability to work independently and collaboratively, organize competing priorities, recognize limits of authority and seek supervision appropriately.  

• Proven ability to build positive relationships and work effectively with others toward shared goals. 

• Demonstrated integrity, professionalism, accountability, and commitment to confidentiality. 

• Understanding of and working with diverse communities and a commitment to equity, inclusion, and community-centered practice. 

• Alignment with New Dawn’s mission, values, and servant leadership philosophy. 

Work Conditions  

• Community-based work involving regular interaction with participants, landlords, housing providers, New Dawn staff and partner organizations.  

• Travel between program sites, housing viewings, appointments and participant homes is required; the role must be able to meet these travel requirements.  

• Work includes office administration and direct support in community settings. Scheduling must accommodate participant and partner availability within approved working arrangements.  

• The role may encounter distressing circumstances and urgent housing concerns. Staff are expected to use supervision and follow established outreach, visit-safety and escalation procedures.  

• Regular computer use and handling of confidential personal, housing and financial information are required.

Compensation Package for Salaried Employees 

At New Dawn Enterprises, we recognize that employee well-being is fundamental to individual success, organizational excellence, and thriving communities. In addition to competitive salaries, permanent salaried employees may be eligible for the following benefits and supports. Eligibility for specific benefits may vary based on employment status, position, and length of service. 

Group Health Employee Benefits 

New Dawn offers eligible employees participation in group benefits which are provided by GroupHEALTH and include coverage for medical, dental, and vision care, as well as insurance coverage including long-term disability, life, and accidental death and dismemberment. New Dawn pays 50% of group benefit premiums. Long-term disability premiums are fully employee-paid, allowing any future disability benefits received to remain non-taxable. 

Extended Health & Well-Being   

GroupHEALTH offers integrated wellness services through Sparrow Health, including enhanced mental health support, seamless access to virtual healthcare, and an Employee and Family Assistance Program (EFAP). Services include critical incident support, 24/7 crisis assistance, substance-use management, and other wellness resources. 

Retirement Savings Matching Program

Eligible employees may choose to participate in New Dawn’s RBC Retirement Savings Matching Program by contributing up to 5% of their gross salary toward a registered retirement savings plan, which is deducted from their pay cheque. New Dawn matches employee contributions dollar-for-dollar up to 5% of gross salary. Eligible savings accounts include Registered Retirement Savings Plans (RRSPs) and eligible Community Economic Development Investment Funds (CEDIFs). 

Flexible Work Arrangements 

In recognition of the benefits of greater work-life balance and the value of flexibility and autonomy for human well-being, New Dawn makes every effort to offer flexible work schedules. Divisions across New Dawn are structured differently and may offer varying levels of flexibility while continuing to meet operational requirements. Depending on the role, flexible arrangements may include self-scheduling (regular schedule and/or time off coverage), flexible start and end times, remote work, and other accommodations.  

Reduced Hours Work Week  

Full-time salaried employees are eligible to participate in a 32-hour reduced-hours work week while maintaining full-time employment status and compensation. These hours can be worked over four 8-hour days, or five 6.5-hour days, with the chosen schedule identified at the beginning of employment and at the start of each year. 

Paid Vacation  

Full-time, salaried employees are entitled to 120 hours (equivalent to 15 days) of paid vacation annually. Part-time, salaried employees are entitled to paid annual vacation hours prorated to their FTE status. 

Paid Mental & Physical Wellness Days  

Full-time, salaried employees are entitled to 56 hours (7 days) of paid mental and physical wellness leave annually. Part-time, salaried employees are entitled to paid annual leave for mental and physical health prorated to their FTE status. These hours can be used to take time off work for physical and/or mental wellness/illness, and to attend appointments for the employee and/or their dependents.  

Paid Holidays  

New Dawn observes the following thirteen (13) public holidays annually, exceeding current statutory minimums. These include: New Year’s Day, Nova Scotia Heritage Day, Good Friday, Easter Monday, Victoria Day, Canada Day, Civic Holiday, Labour Day, National Day for Truth and Reconciliation, Thanksgiving, Remembrance Day, Christmas Day, and Boxing Day.  

Subject to operational requirements, New Dawn may provide eligible employees an additional paid office closure between Christmas Day and New Year’s Day annually, allowing employees additional time with family and loved ones without using vacation entitlement.  

Rewards & Recognition  

New Dawn celebrates employee contributions through service awards, milestone recognition, and ongoing appreciation programs that acknowledge achievements and significant personal and professional milestones. 

Paid Required Education Renewals 

When certifications, training, licenses, or credentials are required for a position, New Dawn covers renewal costs. Support for professional designations and licensing fees may also be provided based on role requirements and divisional budgets. 

Professional Development  

New Dawn is committed to supporting employees in developing their skills, expanding their knowledge, and pursuing lifelong learning opportunities. Development of new position-relevant skills and perspectives creates a stronger, more informed, and modern organization. Employees are encouraged to explore professional development opportunities in collaboration with their manager. 

Café Marie Discount  

Employees are entitled to a staff discount at Café Marie, located in the Eltuek Arts Centre.  

Corporate YMCA Membership Program 

To support employee health and wellness, New Dawn offers a corporate membership in partnership with the Cape Breton YMCA. The corporate membership provides staff with a 12% discount on the cost of individual membership, and New Dawn covers 50% of the discounted individual membership cost.