Homeward Trust Edmonton (HTE) is a not-for-profit organization charged with ending homelessness in Edmonton. Our efforts are guided by community need and priorities as outlined in Edmonton’s Plan to Prevent and End Homelessness. We have a dynamic work environment, filled with high-energy, dedicated, and passionate people.
Homeward Trust coordinates and provides resources for local efforts to address homelessness and its devastating impacts on individuals, families, and communities. We work with agencies, neighborhoods, mainstream systems, community members, and all orders of government in pursuit of this singular objective, grounded in the belief that we can, and will, end homelessness in Edmonton. Homeward Trust is proud our community is recognized both nationally and internationally as a leader in this work
Our programs involve both housing (capital project funding, property management and sourcing access to new or existing units for client use) and supportive services for individuals in or seeking access to housing programs. We believe in finding housing accommodations first and then establishing the individualized supports required by the client to remain in a home.
For further information visit: http://homewardtrust.ca/.
Position Summary
The Housing Access Representative (HAR) at Homeward Trust Edmonton serves as the first point of contact for individuals and families experiencing housing instability or at risk of homelessness. This role plays a crucial part in providing a positive and engaging experience for participants, both through telephone and in-person interactions. The Housing Access Representative is responsible for conducting preliminary screenings, determining eligibility for housing programs, creating housing plans, and connecting participants to appropriate support services. As a key member of the Coordinated Access team, the representative ensures individuals and families receive timely updates on their files, offer compassionate service, and work effectively with community partners to secure stable housing solutions.
In addition to direct participant support, the Housing Access Representative also manages administrative responsibilities, including entering and updating case notes in housing management systems, tracking participant progress, resource navigation and maintaining accurate records within the databases. This position requires close collaboration with Housing Access Coordinators, the Team Lead, and other Service Delivery team members to ensure smooth coordination of housing and support services for those in need.
This position reports to the Team Lead, Coordinated Access, and is part of the Coordinated Access Team, which plays a crucial role in managing access to housing and support services.
Education and Experience
- Minimum of High School or GED equivalent.
- At least six months experience in role that entails providing positive and engaging experiences for individuals is required.
- Experience working in a non-for-profit organization specifically in housing is considered an asset.
- Strong verbal and written communication skills, with the ability to explain complex housing information clearly and with a person-centered focus.
- Excellent skill in providing of a positive and engaging experience for individuals, effectively managing challenging situations while maintaining professionalism and empathy.
- Ability to multitask and stay organized in a fast-paced, high-volume environment, prioritizing tasks efficiently to meet deadlines.
- Self-motivated and capable of working independently, exercising sound judgment while managing competing demands.
- Proficient in Microsoft Office Suite (Word, Excel, Outlook) and housing management systems (e.g., ETO), with basic troubleshooting skills.
- Ability to maintain confidentiality and professionalism, respecting participant privacy in all interactions.
- Knowledge and understanding of Indigenous cultures and the challenges faced by First Nations, Métis, Inuit, and other diverse populations.
- Familiarity with the social services and non-profit sectors, particularly in relation to homelessness and housing instability.
- Strong team player, collaborating effectively with coworkers, departments, and external partners to achieve common goals.
- Ability to balance multiple tasks efficiently while maintaining organization and ensuring that client needs are addressed promptly.
- Serve as the first point of contact for individuals and families seeking housing assistance via phone, email, and in-person.
- Conduct preliminary screenings and determine eligibility for housing programs and support services.
- Keep participants informed about the status of their files and any updates related to their housing requests.
- Ensure accurate and up-to-date data entry in housing management systems, including Efforts to Outcomes.
- Refer complex or escalated cases to the Housing Access Coordinators, Team Lead and/or Program Manager as needed.
- Monitor and report participant progress, ensuring effective communication with the team.
- Provide information on Homeward Trust’s housing programs, resources, and services.
- Facilitate referrals to Housing with Supports programs and community resources based on participant needs.
- Handle high-volume inquiries while maintaining organization, accuracy, and meeting deadlines.
- Demonstrate strong customer service, conflict resolution, and communication skills, ensuring professionalism and confidentiality in all interactions.
- Must pass criminal record check including vulnerable sector clearance.
- Willing to travel (within the City of Edmonton) as required.
- Office hours, from 8:30 to 4:30 pm, Monday through Friday out of the Homeward Trust Head Office and other locations within the community.
While we evaluate all applications based on merit, we especially appreciate and recognize the unique insights that come from personal lived experiences, such as homelessness or houselessness. We are deeply committed to fostering a diverse and inclusive workplace. Applicants from marginalized groups, including but not limited to Indigenous peoples, LGBTQ2S+, women, and newcomers, are encouraged to apply.
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