Intake Centre Support Staff

Intake Centre Support Staff

MacKay Manor is a publicly funded, non-profit organization providing bed-based and community-based addiction supports across Renfrew County, Lanark County, Ottawa, and provincially. We offer a range of programming, including bed-based treatment for men in Renfrew, and women in Ottawa. In addition, we offer community outreach programs that service Renfrew County and North Lanark County which include STOP (Smoking Treatment for Ontario Patients), CWMS (Community Withdrawal Management Services), ASH (Addiction Supportive Housing), Mesa-SUAP Addiction Outreach team as well as partnership with the County of Renfrew HART Hub (staffing the intake centre and bridge housing locations in Pembroke). 

The Role

MacKay Manor is seeking dedicated, compassionate Intake Centre - Support Staff to join our collaborative team at the warming centre-intake centre in Pembroke. In this role, you will maintain a safe, secure, and supportive environment for guests, delivering direct client-centred care grounded in trauma-informed care. You will play a vital role in facility safety, incident response, documentation, and helping guests connect with essential community services.

Key Responsibilities:

• Monitor guest well-being and enforce program expectations (code of conduct, quiet hours, hygiene).
• Perform routine indoor and outdoor perimeter checks, bathroom sweeps, and wellness checks.
• Respond promptly to medical or overdose emergencies, including administering Naloxone when necessary.
• Assist guests in accessing mental health, addiction, housing, physical health, and social services.
• Connect clients with the Mesa team and external community partners.
• Maintain accurate shift logs, guest check-in and check-out records, incident reports, and behavioural observations.
• Review shift handover notes thoroughly.
• Handle and dispose of biohazards, sharps, and substances per organizational policy.
• Oversee site security via physical rounds and video surveillance.
• Maintain overall cleanliness and organization across washrooms, kitchen, common, and rest areas.
• Coordinate linen tracking for Pembroke Regional Hospital pickup.
• Adhere to organizational policies and the Ontario Occupational Health & Safety Act.
• Utilize appropriate personal protective equipment and proactively report hazards or safety concerns.

• Post-secondary education in social services, mental health, addictions, or a related field is an asset.
• Experience working with vulnerable populations (experiencing homelessness, mental health challenges, substance use, or concurrent disorders) is strongly preferred.
• Current CPR, First Aid, and Naloxone training (or willingness to obtain upon hire).
• Strong understanding of trauma-informed care, crisis intervention, and de-escalation techniques.
• Excellent conflict resolution, and interpersonal communication skills.
• Able to provide objective documentation, and maintain composure during high-pressure or unpredictable situations.
• Able to perform moderate physical demands (standing, walking, cleaning, bending).
• Comfortable working with exposure to high-risk situations, medical distress, intoxication, bodily fluids, and biohazardous materials.

Qualified candidates are invited to submit their resume and cover letter highlighting their relevant experience in community or social service support services. Please indicate the position and location you are applying for in the subject line of the email.

Mackay Manor is committed to fair, inclusive and accessible recruitment practices that provide all qualified applicants with an equitable opportunity to participate in our hiring process. We value the diversity of our workforce and welcome applicants of all backgrounds, identities, abilities and lived experiences. employment decisions are based on the qualifications, skills experience and requirements of the position.

Applicants who require accommodations during any stage of the recruitment process are encouraged to let us know so that appropriate arrangements can be made.