Front Desk & Building Liaison

Front Desk & Building Liaison Job Posting - Internal

Are you a changemaker? Come on INN!

Who Are We?

We’re an amazing team, doing amazing things every day. Inn from the Cold is the largest organization in the Calgary region dedicated to supporting families experiencing a housing crisis.

At Inn from the Cold, we offer more than a job; we provide an opportunity to make a profound impact on the lives of families in need. Our values guide us — compassion, accountability, respect, inclusivity, courage, and innovation. We are driven by our vision of a thriving community where every child and family has a safe and stable place to call home.

We prioritize people, recognizing the uniqueness and worth of everyone who walks through our doors. Our commitment to reconciliation and equity is not just a statement; it's a journey we're dedicated to, actively working alongside Indigenous peoples and marginalized communities to dismantle oppressive structures. As a trauma informed organization, we create a safe and supportive environment, promoting healing and resilience.

We are a multidisciplinary team united by a shared vision, mission and values. Collaboration is at the heart of our work, and we believe that diverse perspectives drive our success. It is this diversity and the respect and value we have for each other and our community that makes us stronger.

If this sounds like a place where you would want to work, please review the position below to see if there’s a fit with your skills and experience.

What Are We Looking For?

Position Title Front Desk Building Liaison

Job Type Various Permanent Shifts (24 – 42 hours per week) as per below:

8 Hour shifts:

Sunday – Wednesday: 12:00 am – 8:00 am

Sunday – Wednesday: 8:00 am – 4:00 pm

Thursday – Saturday: 12:00 am – 8:00 am

Thursday – Saturday: 8:00 am - 4:00 pm

Thursday – Saturday: 6:00 pm – 6:00 am

12 Hour Shifts:

Week 1: Sunday – Tuesday; Week 2: Sunday – Wednesday: 6:00 pm – 6:00 am

Week 1: Wednesday – Saturday; Week 2: Thursday – Saturday: 6:00 pm – 6:00 am

Department Finance & Operations

Reports to Manager, Operations

Position Overview

The Front Desk & Building Liaison (FDBL) plays a critical role in ensuring a safe, respectful, and well-coordinated environment at the Neoma Front Desk, supporting families, staff, and visitors to the building. This position is essential for maintaining both physical and psychological safety for families living in the shelter and the affordable housing units, and for providing consistent, professional customer service to all visitors. With strong organizational skills and sound judgment, the FDBL is key to shaping how guests, visitors, and partners experience the organization. As the first point of contact for the Neoma building, the FDBL balances trauma-informed customer service delivery with safety oversight, operational coordination, and real-time problem solving in a dynamic, people-centered environment.

What You’ll Do

Front Desk Service & First Impressions

Greet and assist families, visitors, staff, and partners in a professional, courteous, and trauma-informed manner.

Serve as the first point of contact for all individuals entering the building, including board members, donors, external partners, service providers, and job candidates.

Maintain accurate visitor logs and ensure access is granted only to authorized individuals.

Orient visitors to building expectations and shelter protocols, while protecting the safety, privacy, and dignity of families living on site.

Address concerns as they arise and escalate issues to appropriate INN departments, HomeSpace, or partner organizations as required.

Answer the main phone line promptly and professionally, direct calls to the appropriate staff or department, and accurately take and relay messages as required.

Building Liaison & Operational Oversight

Maintain secure front-door access and monitor adherence to guest and visitor policies.

Conduct regular building walkthroughs to proactively identify safety, security, or maintenance concerns and ensure appropriate follow-up.

Monitor building access points to ensure doors and entryways are secured as required.

Act as a liaison with facilities, HomeSpace, and internal teams regarding building-related issues.

Support smooth day-to-day operations by coordinating visitor flow, access control, and front desk activity.

Safety, Security & Emergency Response

Monitor security cameras and report suspicious or concerning activity in accordance with established protocols.

Respond calmly and effectively to incidents, conflicts, or emergency situations, following organizational procedures.

Serve as the main-floor Fire Warden, supporting fire safety compliance and coordinating emergency evacuation procedures.

Provide basic first aid assistance when necessary and report incidents to appropriate personnel.

Maintain strong situational awareness of the front desk and common areas, with a focus on protecting the well-being of vulnerable families.

Organizational Responsibilities & Collaboration

Maintain accurate records, logs, and documentation using the Inn’s designated information management systems and HomeSpace communication and security protocols.

Maintain access control records and incident documentation as required.

Build and maintain strong, positive working relationships with INN colleagues, HomeSpace, and Neoma partners.

Contribute to a collaborative team environment that supports families, tenants, and colleagues.

Perform other related duties as required.

What You Bring to Our Mission

Experience & Skills

1 – 2 years experience in a front-facing, customer service, reception, shelter, social services, or community-based environment.

Demonstrated ability to work respectfully and effectively with vulnerable populations, including families experiencing crisis or stress.

Strong customer service skills, with the ability to balance warmth and professionalism with clear boundaries.

Excellent organizational skills, including the ability to manage multiple priorities, coordinate information, and maintain accurate records.

Ability to remain calm, focused, and effective in high-stress or emergency situations.

Judgment & Communication

Sound judgment and confidence making decisions independently within established protocols.

Strong verbal and written communication skills, with the ability to interact professionally with guests, visitors, staff, leadership, and external partners.

Ability to recognize when issues require escalation and to follow appropriate internal and external response pathways.

Additional Requirements

Willingness and ability to work in a shelter and affordable housing environment with shifting priorities and unpredictable situations.

Ability to learn and follow safety, emergency, and incident-reporting procedures.

First Aid/CPR certification or willingness to obtain.

Willingness to act as Fire Warden and complete required training.

Successful completion of required background checks.

What We Offer

We provide people with meaningful work and are committed to offering equitable benefits and total compensation to all staff, including:

Competitive salary, where all employees are paid a living wage at minimum

Focus on health and wellbeing, including access to employer paid extended health benefits, dental benefits, annual health spending account and employer matched RRSP contributions

Commitment to your mental wellbeing with free and confidential support through the Employee & Family Assistance Program

Work life balance, including paid vacation starting at three weeks, wellness days, and 12 paid statutory holidays

Supportive and flexible work environment, with ongoing training and development opportunities

Potlucks, celebrations, employee engagement initiatives and plenty of fun

Strong commitment to advancing reconciliation, aligning with the calls to action of the Truth and Reconciliation Commission of Canada and the United Nations Declaration on the Rights of Indigenous Peoples

Recognition that people are a combination of many intersecting identities; we work to cultivate an environment that welcomes the whole person and harnesses the strength in diversity, creating a rich and inclusive workplace.

Our Commitment

Join us in a workplace where your actions contribute to breaking down barriers, fostering equity, and creating a truly inclusive and antiracist space. At Inn from the Cold, you're not just an employee but a crucial part of a community, making a difference in the lives of those who need it most.

Diversity, Equity and Inclusion: The INN is deeply committed to building a workplace where inclusion is valued and prioritized. We welcome and encourage applicants from diverse backgrounds and experiences. If you are passionate about our mission and can contribute to our team, we encourage you to apply, even if you don't meet every qualification listed. We value unique perspectives and are committed to building a team that represents a variety of talents and skills. We are proud to be an equal opportunity employer seeking to create a welcoming and diverse environment.

All qualified applicants will receive consideration for employment without regard to race, colour, religious beliefs, gender, gender identity or expression, family status, marital status, sexual orientation, place of origin, source of income, mental and physical disability, age or veteran status.

Join Our Team

We are excited to hear from you! We invite you to join our movement to end family homelessness in our city. If you are passionate about making a difference and meet the qualifications above, please submit your resume and cover letter at innfromthecold.org/careers

The successful candidate must satisfactorily complete a Police Information Check with Vulnerable Sector Search and a Child Intervention Record Check.

Application Deadline: Wednesday, April 13, 2026.

Inn from the Cold is committed to providing reasonable accommodations throughout the hiring process. To request an accommodation, please contact us at [email protected] before your interview.