Refuge Support Worker
Salary: £23,970 per annum (Full Time) rising to £24,480 per annum after successfully completing six-month probation period
Location: Caerphilly
Contract Type: Permanent in line with funding - Workplace based
Hours & working Pattern: 35 hours per week (full time) - Generally, Monday to Friday, with occasional evening and weekend work. Flexible start and finish times that incorporate the hours of 9.30am to 4.30pm and a minimum of 30 minutes unpaid break during shift.
All team members must work flexibly on occasions to meet the needs of the Charity and the people we support. Participate in organisational Tier 2 call rota - paid
Accountable to: Assistant Support Services Manager
Purpose of the post: To provide specialised, trauma-informed support to adults and families who have experienced domestic or sexual abuse, harm and violence
Specific responsibilities
Deliver specialist, trauma-informed support, to a case load of adults and/or families living in refuge, recognising the impact of domestic or sexual abuse, harm or violence, and responding with empathy, respect, and consistency
Contribute to an environment where support is psychologically informed, compassionate, equitable, and grounded in integrity—where every individual feels safe, heard, and supported
Respond to safeguarding concerns in line with legislation and organisational policies, maintaining a trauma-informed, non-judgemental stance that prioritises dignity and safety
Receive referrals into the service and carry out Initial Contact Assessments collaboratively, identifying together which Refuge options best meet the individual's needs and preferences
Support individuals to access refuge, including arranging transport if needed, offering a warm and respectful welcome, meeting immediate needs (e.g. donated clothing, food), and helping them settle into their accommodation
Assist individuals in understanding and completing initial paperwork in a timely and supportive manner, including licence agreements, House Expectations, housing benefit claims, and service charge arrangements
Work in partnership with individuals to identify support goals and outcomes, co-developing and regularly reviewing needs assessments, risk assessments, and support/safety plans
Support individuals to maintain their licence/contract agreement through reflective, strengths-based conversations around any minor breaches, updating support plans as needed, and escalating serious concerns to senior colleagues
Facilitate opportunities for residents to connect and build community, including house meetings and inclusive communal activities and engaging in the local community
Work proactively with housing providers and local authorities to reduce barriers to safe move-on from refuge into longer-term, sustainable housing
Provide resettlement support tailored to everyone's circumstances, whether returning safely to their own home with protective measures in place, or moving into community-based accommodation such as private rented housing or social housing
Liaise with external agencies to ensure that wider support needs are identified and referred on as individuals prepare to leave refuge, enabling continuity of support and a smooth transition
Provide clear advocacy, signposting and referrals to internal and external services, guided by the individual's expressed needs, interests, and readiness —such as social services, police, parenting support, health, legal advice, DWP, housing, education, recreation, and Cyfannol's internal services (e.g. group work, sexual violence services, counselling)
Build and maintain respectful, collaborative relationships with external agencies, and attend multidisciplinary meetings to promote the needs and rights of individuals through trust and partnership
Maintain factual, person-centred, accurate, timely, and confidential records of all casework and service activity, using Cyfannol's Case Management System and other internal records
Contribute to a supportive refuge environment ensure accommodation environments are compliant with health and safety standards
Contribute to audits and reporting, engaging positively, supporting service evaluation and development and recognising the value of reflective learning and continuous development
Encourage and support adults and children to have a voice within Cyfannol and the wider sector, for example by completing surveys, sharing feedback, and participating in relevant events
General responsibilities:
Actively contribute to the achievement of Cyfannol Women's Aid's Mission, Vision, Aims, Goals and Objectives ensuring your work reflects our commitment to trauma informed practice
Demonstrate and positively promote Cyfannol's core values of compassion, integrity, and equity in all aspects of your role
Proactively promote equality of opportunity, challenging and addressing discriminatory practices wherever they arise
Represent Cyfannol Women's Aid professionally at external meetings, public events, conferences, and similar forums, safeguarding and enhancing the organisation's reputation.
Participate fully in team meetings, management supervision, clinical supervision and relevant training to support continuous learning and development
Work in accordance with Cyfannol's policies and procedures, ensuring safe, ethical, legally compliant and consistent practice
Contribute to Cyfannol's environmental goals by participating in carbon-reducing initiatives, including the organisation's pledge campaign
Undertake any other reasonable duties required to support the effective delivery of support services and the wider aims of the organisation
It may be necessary, following consultation, to amend the job description in light of experience and changing circumstances
This role requires frequent travel for business purposes. A current valid driving licence, access to a car and insurance covering business use
Closing Date: 27th February 2026
We operate a rolling recruitment process and may interview suitable candidates as applications are received. We reserve the right to close this vacancy once the position has been filled.
Due to the nature of these roles, they are only open to female applicants (Exempt under the Equality Act 2010, pursuant to Schedule 9, Part 1). A disclosure obtained through the Disclosure and Barring Service is requireed for all posts.
Cyfannol is an organisation with equality, diversity and inclusion at its heart. We welcome applications from all areas of the community. However, we particularly encourage applications from members of our BAME community as well as individuals with disabilities who are currently under-represented within our workforce.