Assessment And Reconnection Duty Worker

Job Purpose

The Assessment and Reconnection Duty Worker plays a key role in delivering high-quality frontline support within the MIT Hub. The post holder will respond to immediate client needs, provide crisis intervention where required, and support the wider team in resolving housing crises quickly and effectively.

The role involves maintaining a safe, welcoming, and supportive environment while ensuring the smooth day-to-day operation of the Hub.

Key Responsibilities

Operational Duties

• Work flexibly within the agreed rota shift pattern.
• Maintain a friendly, safe, and supportive environment within the project.
• Cover all day-to-day Hub duties, including managing phone calls, post, and the door entry system.
• Maintain a visible and active presence in the Hub area to respond promptly to enquiries.

Client Support & Crisis Intervention

• Respond to the immediate support needs of clients, providing crisis intervention where necessary.
• Provide ongoing practical support to vulnerable clients to assist in resolving their housing crisis.
• Feedback any ongoing client issues to the wider team promptly and appropriately.
• Accompany clients to external appointments or services where appropriate.
• Take delegated tasks from Assessment and Reconnection Workers as required.

Safeguarding & Risk Management

• De-escalate difficult or potentially dangerous situations sensitively and effectively.
• Manage conflict between service users and seek emergency assistance when necessary.
• Exclude individuals in accordance with agreed policies and review exclusions with managers.
• Complete and submit reports following serious incidents or untoward events.

Communication & Partnership Working

• Record client complaints accurately, refer them to the appropriate person, and provide feedback where necessary.
• Liaise effectively with Assessment and Reconnection Workers, volunteers, and external agencies to deliver a high standard of service.
• Work collaboratively and provide support to colleagues, particularly during times of crisis.

Person Specification

Essential:

• Experience working with vulnerable individuals, including those experiencing homelessness or housing crisis.
• Ability to manage crisis situations calmly and effectively.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Good record-keeping and report-writing skills.
• Understanding of safeguarding and professional boundaries.

Desirable:

• Experience within homelessness, housing, or supported accommodation services.
• Knowledge of local housing pathways and external support services.