Job description

Outreach Housing Support Worker
33-Bed Young Refugee Supported Housing Service
£12.95 per hour
Monday to Friday
9:00am - 4:30pm (7 hours per day including 30-minute unpaid lunch)
About the Service
This role is based within a 33-bed supported accommodation service for young refugees. Residents may face language barriers and complex support needs. The service operates within a structured housing and regulatory framework, requiring high levels of professionalism, safeguarding awareness, and accurate record keeping.
You will work as part of a team supporting the efficient running of the scheme, ensuring residents receive high-quality guidance and support while preparing for move-on into permanent accommodation.
Job Purpose

To deliver effective, person-centred housing support in line with contractual, legal and organisational requirements.
To ensure accurate documentation, safeguarding compliance, and a customer-focused approach at all times.
To support residents in progressing towards independence and sustainable housing outcomes.

Key Responsibilities
1. Customer & Caseload Management

Manage an individual caseload of residents
Conduct initial assessments and daily sign-ups of new residents
Explain tenancy agreements, rent payment arrangements and scheme policies
Complete inventory checks of furniture and equipment
Identify, review and monitor support needs
Develop and regularly review person-centred support plans
Support residents to achieve agreed goals and move towards independent living
Provide guidance and signposting to appropriate internal and external services

2. Front Desk & Service Coordination

Manage the front desk and act as first point of contact for residents and visitors
Handle internal and external calls in line with service standards
Provide clear and professional communication, especially where language barriers exist
Maintain daily handover notes and communication systems
Support the Outreach Housing Officer with case documentation and service coordination

3. Safeguarding & Regulatory Compliance

Promote customer involvement and engagement
Ensure full compliance with safeguarding procedures and escalation routes
Respond effectively to crisis situations within legislative and policy frameworks
Always maintain professional boundaries
Comply with GDPR, confidentiality and information-sharing policies
Record and escalate notifiable incidents appropriately

4. Administration & Record Keeping

Maintain accurate and confidential case management records
Update internal systems daily
Ensure all documentation, support plans and files are audit-ready
Assist with monitoring arrears and housing-related payments where required
Contribute to service monitoring and performance data

5. Active Asset & Scheme Management

Report maintenance concerns and health & safety issues promptly
Ensure works orders are progressed in line with procedures
Support the overall efficient running of the scheme

Skills, Knowledge & Experience

Proven experience working with vulnerable individuals within supported housing, healthcare or social care
Experience managing a caseload and delivering structured support
Strong understanding of safeguarding, risk assessment and escalation procedures
Knowledge of housing management principles
Excellent record-keeping and IT skills
Ability to work within a multi-agency and legislative framework
Strong verbal and written communication skills
Culturally sensitive and able to support individuals facing language barriers
Ability to manage conflicting demands and prioritise effectively
Enhanced DBS required

Personal Attributes

Compassionate and person-centred
Process-driven and organised
Professional with clear boundaries
Resilient and solution-focused
Committed to achieving positive outcomes for residents