Program Assistant, Refugee Services
Role: Program Assistant, Refugee Services
Position Type: Full-time
Reporting to: Snr Program Manager, Transition Homes
Language: English and French (essential)
Location: Ottawa
Start date: June 2025
Salary: $46,125/Annual
About this role
As a Program Assistant for both Reception and Transition Homes, you will play a crucial role in supporting the House Managers in their day-to-day operations. Your primary responsibility will be to assist with administrative tasks, resident support, and household management in both programs. Additionally, you will act as a backup House Manager when needed, ensuring seamless support for residents and staff. You will work closely with the refugee services team to maintain a structured, welcoming, and supportive environment for residents transitioning to independent living.
Responsibilities:
Reception Homes
• Assist House Managers in managing daily operations and administration of Reception Homes.
• Support intake processes, welcoming new residents and ensuring they understand house guidelines.
• Help connect residents with social services, legal aid, healthcare, and immigration resources.
• Assist in training and supervising volunteers and placement students/interns.
• Provide administrative support, including maintaining updated digital records and case notes for all residents.
• Support household management tasks such as procurement of supplies and coordinating maintenance needs.
• Assist in responding to incoming calls and emails in a timely manner.
Transition Homes
• Assist House Managers in supporting residents transitioning from Reception Homes to independent living.
• Help with resident check-ins to assess progress and address challenges.
• Support rent collection processes and maintain financial accountability.
• Coordinate with maintenance staff and volunteers to ensure household upkeep.
• Provide ongoing emotional and practical support to residents as needed.
• Assist in distributing agreements, policies, and program guidelines to residents.
• Help maintain accurate reporting on resident demographics, progress, and program outcomes.
General & Backup Responsibilities
• Provide direct assistance to House Managers in both programs to ensure smooth operations.
• Step in as a backup House Manager for either Reception or Transition Homes when needed.
• Support the overall refugee services team in delivering high-quality programming.
• Collaborate with other staff to ensure smooth resident transitions between homes.
• Maintain a safe, supportive, and welcoming atmosphere for all residents.
• Perform other duties assigned by the Senior Manager | Refugee Services.
Essential Requirements
• Post-Secondary education in Social Services or related discipline (preferred).
• Proven experience in client support, management and customer service.
• Excellent people skills.
• The ability to practice patience with a non-judgmental attitude.
• Knowledge of the social services sector in Ottawa.
• Fluent in English and French. Other languages are an asset.
• Proficiency in MS Office suite (Word, Excel, Outlook, OneNote).
• Police Records Check (Level 3 - Vulnerable sector check).
• Ability to solve routine problems.
• Attention to detail and ability to respect and follow established systems.
• Ability to work independently but also to thrive in a diverse team.
• Passion for the vision, mission, and values of Matthew House Ottawa.
• A valid full G drivers license is required and access to a vehicle is preferred.
Skills
• Organization
• Effective communication
• Time management
• Cultural sensitivity
• Handy (ability to do simple repairs/maintenance, is an asset)
Working Conditions
• You will work with a small team of committed and passionate individuals to run the refugee services program.
• You will be required to work in person with refugees who recently arrived in Canada.
• You may be required to work extended hours to take care of any emergencies.
NOTE: This job description is not intended to be all-inclusive. Employees may perform other related duties to meet the ongoing needs of the organization.
To apply
If you are interested in this role, please send us your resume and cover letter to: HR@matthewhouseottawa.org
If you need any accommodations, please let us know at the outset of the process.
Please note, we will review applications on an ongoing basis and the job posting will be removed once candidate has been identified. We are only able to consider candidates who currently have the right to work in Canada.
Mission
Matthew House Ottawa is a faith-based, volunteer-driven, charitable organization that helps Ottawa’s marginalised population to establish connected, safe, healthy, and dignified homes within our community. We do this by:
Providing shelter, food and refugee settlement assistance, including volunteer opportunities, in a family atmosphere to refugee claimants so that they may begin their journey to independence as members in Canadian society; and,
Distributing quality used furniture and household goods to Ottawa’s marginalised population
Values Statement
Faith Based: We live by our Christian faith and care for the stranger in response to God's call (Matthew 25:35).
Loving Service: This ministry seeks to express loving service towards each person we serve, do justice, love mercy, and walk humbly with God.
Compassionate: We are passionate, caring, and enthusiastic in support of people's needs and seek to express a ministry of loving service toward each person we serve.
Respecting Human Dignity: We believe in respecting the value and dignity of each person receiving our services and those who serve in this ministry.
Engaging Community: We believe in building relationships with individuals, groups and other organizations to create fellowship and mutual support to help those in need.
Building Community: We believe in helping our clients to integrate into their new community to build a happy, healthy home, live in personal safety, and achieve their potential within our society.
Accountable: We are accountable to our clients, volunteers, and community partners and treat all who come in contact with this ministry with integrity, fairness, consistency, and honesty.
Environmentally Conscious: We encourage waste reduction, reuse, and recycling through our programs to promote healthy environments.