Shelter Support Workers are professionals in the human services field who provide essential support to individuals experiencing homelessness. Their role involves fostering a client-centered environment that helps shelter residents transition into independent living or supportive housing. Typically, Shelter Support Workers assist residents in achieving their case plan goals, encourage daily living routines, and offer harm-reduction support.
There are a variety of factors that can lead to homelessness:
Job or income loss
Family separation
Mental health challenges
Physical health issues
Substance use
Domestic or intimate partner violence
Eviction
Forced relocation
Because of this, Shelter Support Workers must be empathetic and well-informed about the complex psychosocial challenges related to trauma and homelessness. This program is designed to provide you with the necessary skills and knowledge to perform this important role effectively.
Shelter Support Workers have the opportunity to work in:
This training program offers in-depth, up-to-date knowledge and hands-on skills to prepare participants for a meaningful role as a Shelter Support Worker. Graduates will be equipped to make a real difference in the lives of those they serve while gaining valuable experience in the social services field.
Starting as a Shelter Support Worker can also open doors to future opportunities in leadership and management across the public sector, private agencies, and nonprofit organizations.
This introductory module outlines the course structure, participant expectations, and a historical overview of the housing and homelessness crisis in Ontario. It explores both systemic and individual contributors to homelessness, particularly among youth, 2SLGBTQ+ individuals, Indigenous peoples, newcomers, refugees, and people with disabilities. The session also introduces the Toronto shelter system, including operational standards, low-barrier shelter models, and approaches like Housing First.
In this session, participants will explore the experiences of marginalized and intersecting communities, gaining a deeper understanding of systemic oppression and human rights in the context of shelter work.
This module focuses on building strong communication skills to prevent misunderstandings and promote clarity. Participants will also develop effective listening strategies and techniques for de-escalating tense situations.
Students will learn how trauma-informed practices create supportive environments that promote healing and recovery. This approach acknowledges the widespread impact of trauma and aims to avoid re-traumatization in service delivery.
This module introduces the ethical principles and professional standards essential for working in shelter environments. Students will learn about maintaining confidentiality, setting healthy boundaries, and navigating appropriate disclosure while upholding a compassionate and respectful code of conduct.
In this module, students will identify common personal fears and understand the concept of self-sabotage. The session will offer practical strategies for building confidence and avoiding behaviors that hinder personal or professional growth
This module explores harm reduction strategies—approaches that aim to reduce the adverse health, legal, and social impacts associated with substance use. Students will learn how to provide support free from judgment, coercion, or discrimination, without requiring abstinence as a condition of care.
Participants will be introduced to the core concepts of case management, including assessment, planning, coordination, and evaluation of client care. This session will also highlight best practices for documentation and record-keeping in shelter settings.
This module equips students with tools to effectively respond to individuals in crisis. Participants will learn de-escalation techniques, how to remain calm under pressure, and the importance of responding with empathy rather than sympathy.
This final module offers insights into Indigenous cultures, values, and belief systems. Students will engage with Indigenous histories through decolonized storytelling and reflect on how personal and societal narratives impact the well-being of Indigenous communities.
