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