Drop-In CentreOutreach Worker (Casual)

Title:Hospitality Team Member

Department: Hospitality

Reports To: Hospitality Manager

Organizational Overview

Since 1975 The Mustard Seed Street Church has been essential in fighting hunger and restoring faith to our community in Greater Victoria. Our operations are nearly 100 percent community funded and include Vancouver Islands largest and most accessible Food Bank; daily meals coffee and snacks; Hospitality programs; and a Food Security Distribution Centre. We offer church services and community building faith-based programming as well as pastoral care for those seeking a place to belong and grow spiritually. Community is at the heart of everything we do. Through these core programs we assist over 5000 people each month with the help of more than 50 daily volunteers and many generous financial supporters!

Position Overview

The Hospitality Team Member plays a frontline role in creating a safe welcoming environment for the MSSCs downtown property and services. This position focuses on building meaningful relationships with community members; supporting daily programming; and maintaining safety for people and property. Hospitality Team Members are often the first point of contact for guests and play a key role in fostering trust de-escalating conflict and creating a space where dignity belonging and deep care can be experienced. A successful Hospitality Team Member has a strong balance of relational presence situational awareness teamwork and practical service. The Hospitality Team Member works closely with staff and volunteers from diverse backgrounds and experiences across the organizations many departments. This position supports meal services internal programming a clothing room coffee window service building and property cleanliness and support for other drop in services while upholding MSSC values and safety standards.

Key Responsibilities

Safety & Stewardship

• Actively build and nurture a physically emotionally and mentally safe environment for community members volunteers and staff within the building.
• Maintain situational awareness of shared spaces (including but not exclusive to: washrooms chapel area entry points curbside)
• Respond calmly and professionally to crises conflicts overdoses or emergencies in accordance with training protocols and organizational values.
• Provide emergency response support as trained (e.g. First Aid Naloxone crisis de-escalation) and engage external emergency services when required.
• Support the stewardship of MSSC property and assets through attentive presence monitoring of building access and timely reporting of safety and maintenance concerns to management.
• Follow safe work practices and contribute to a culture of cleanliness respect and shared responsibility.

Relationship Building & Community Presence

• Build respectful trust-based relationships with guests recognizing that strong community connection contributes directly to the safety well-being and conflict prevention.
• Engage community members with dignity compassion and consistency including moments of heightened stress or crisis.
• Model inclusive equitable anti-oppressive and strengths-based interactions with guests volunteers and staff.
• Collaborate with fellow team members and leadership to maintain a unified supportive and values-aligned presence throughout all shared spaces.

Frontline Services Support

• Provide consistent frontline support across hospitality services including meal service coffee window operations clothing access and internal programming.
• Support the safe dignified and welcoming delivery of services to community members ensuring interactions are respectful calm and aligned with MSSC values.

• Offer relational presence in frontline spaces assisting guests with requests related to food clothing or programming in a manner that prioritizes dignity choice and care.
• Support and encourage volunteers across frontline services (kitchen coffee window clothing room and programming) helping ensure clarity of roles safety and compassionate service delivery.
• Assist with the preparation delivery and clean-up of frontline services as needed contributing to smooth flow cleanliness and efficiency.
• Help maintain orderly accessible and emotionally safe environments in all service areas by anticipating concerns and responding promptly and respectfully.
• Support internal programming by planning leading or participating in activities such as games art movie times Bible study prayer and other community-building initiatives.
• Foster an environment where participation in faith-based activities is invitational respectful and inclusive.
• Identify and communicate concerns incidents or emerging needs within frontline service areas to the Hospitality Manager or appropriate staff.

General

• Leading by example for all Hospitality Team Members in areas of safety efficiency and professionalism.

• Assist with training supporting supervising volunteers with a range of diverse personalities and skills.
• Effective communication with other MSSC departments donors vendors partner agencies staff volunteers and general public.
• Attending and participating in all relevant staff/team meetings and training opportunities as available
• Event support for Development team as needed.
• Participate in annual employee and program evaluation process.

Other duties as required.

Key Competencies

• Ability to meet physical demands of position; standing walking lifting for entire shift
• Able to receive and follow instructions from supervisors
• Excellent interpersonal communication skills
• Excellent de-escalation skills
• Excellent problem-solving skills
• Team player; leads by example and thrives in group dynamics
• Ability to work under pressure
• Strong initiative and demonstrable work ethic
• Responsible and accountable
• Compassionate and kind demeanor

Qualifications

• Required: Experience working with unhoused individuals those living with addictions and/or those facing complex social barriers.
• Required: Computer Skills; working knowledge of Microsoft Office suit; competency in data collection entry and project management software
• Required: Naloxone training (or willingness to obtain)
• Required: De-Escalation Training-NVCI ASIST etc (or willingness to obtain)
• Required: Standard First Aid and CPR-C (or willingness to obtain)
• Assets: WHIMIS; Food Safe;
• Assets: Drivers License and acceptable abstract

Terms of Employment

• Must sign the Staff Code of Conduct
• Must read agree to follow and sign The Mustard Seed Street Church Policy & Procedure Manual which is a living changing document
• This position reports to: Hospitality Manager
• Term: Casual On Call
• Shift range: Monday to Friday 8am to 4pm

Weekend Meals Friday 4-8pm and Saturday 9-5pm

Additional seasonal event support as needed (hours will vary)

• Must provide an acceptable Vulnerable Sector Criminal Record Check
• Must provide completed Medical Assessment form from your Medical Practitioner

As our programs and community continue to grow this job description may evolve to reflect changing priorities and shared responsibilities.

Required Experience:

Manager