Complex Lives Coordinator (Winter Shelter – Nights)

Role Overview

Contract Type: Temporary until 31 March 2027

About Happy Days:

Happy Days supports and empowers people who are homeless or in crisis to live independent and purposeful lives. We operate a range of innovative, trauma-informed services designed to address homelessness, addiction, poverty, and health inequality across Calderdale.

Our services include the Complex Lives Drop-In, Winter Shelter, Residential Support Service, High Tolerance and Harm Reduction projects, Jubilee House, and Supported Accommodation.

Role Purpose:

The Winter Shelter provides emergency accommodation for people experiencing homelessness, offering a safe and supportive environment alongside practical assistance and access to wider services.

The Complex Lives Coordinator will support residents overnight, promoting safety, dignity and wellbeing within a trauma-informed, high-tolerance harm reduction approach. The role involves responding to residents’ needs, monitoring risks, maintaining a safe environment and ensuring individuals are treated with compassion and respect.

The post holder will work as part of a team to provide consistent overnight support, helping residents access the immediate assistance they need while contributing to the smooth and safe running of the service.

Our Ideal Candidate

Person Specification:

Essential

Experience supporting adults experiencing homelessness, multiple disadvantage or complex needs.
A compassionate, non-judgemental approach and the ability to build positive professional relationships.
Understanding of trauma-informed practice and harm reduction.
Ability to respond calmly to challenging situations, recognise risks and follow safeguarding procedures.
Ability to work within a team overnight, use initiative and seek assistance when required.
Good communication, observation and record-keeping skills.
Ability to follow procedures and maintain appropriate professional boundaries.

Desirable

Experience working in a homelessness, emergency accommodation or supported housing service.
Experience working within a high-tolerance harm reduction model.
Knowledge of substance use, mental health challenges and the needs of people experiencing multiple disadvantage.
Relevant qualification in Housing, Health and Social Care or an equivalent subject.
Basic IT skills and experience using electronic case management systems

Responsibilities and Duties

Key Responsibilities:

Housing Support and Tenancy Sustainment

Support residents to access and maintain their allocated accommodation, ensuring they understand the shelter’s arrangements and expectations.
Maintain a safe, clean and welcoming environment, addressing property concerns and reporting repairs, damage or health and safety issues.
Support residents with practical needs and refer housing-related concerns to the appropriate colleague or service.
Follow procedures for referrals, move ons, welfare checks and overnight building security.
Complete housing referrals and rehabilitation referrals as directed, ensuring information is accurate and submitted promptly.
Support residents to access laundry facilities and develop practical clothing-care skills where appropriate.

Relationship-Based and Person-Centred Support

Build respectful relationships with residents, providing compassionate, non-judgemental support.
Apply trauma-informed and harm reduction approaches, recognising the complex circumstances and needs of people experiencing homelessness.
Respond to residents’ immediate needs and concerns, promoting dignity, choice and emotional wellbeing.
Maintain appropriate professional boundaries while responding calmly to challenging behaviour and distress.
Provide practical assistance and refer residents to appropriate services where needed.

Activities, Engagement and Community Inclusion

Encourage positive engagement and respectful interactions between residents.
Support appropriate activities that promote wellbeing, connection and a positive shelter environment where practicable during overnight shifts.
Encourage residents to access relevant support services and opportunities available through the wider Winter Shelter provision.

Safeguarding, Risk Management and Partnership Working

Monitor residents’ wellbeing and respond appropriately to concerns, incidents or changes in presentation.
Recognise and report safeguarding concerns, complete safeguarding referrals and follow organisational procedures.
Respond calmly to emergencies and incidents, using de-escalation techniques and established safety procedures.
Follow harm reduction procedures, including substance-related safety protocols and Naloxone administration where trained and appropriate.
Complete incident reports and other required documentation, escalating significant concerns to the appropriate on-call or management contact.
Work collaboratively with colleagues and external partners across housing, health, substance use, social care and safeguarding to support residents’ safety and wellbeing.
Contribute to multi-agency meetings, including MEAM and safeguarding forums, where required.
Advocate for residents and challenge barriers that prevent them from accessing appropriate support.
Maintain up-to-date knowledge of local services, referral pathways and community resources.

Administration and Organisational Responsibilities

Administration and Organisational Responsibilities

Maintain accurate, timely and confidential records, including welfare checks, incidents, handovers and other required documentation.
Follow overnight procedures relating to building security, access, health and safety and emergency response.
Ensure clear handovers to incoming staff, communicating relevant information about residents, incidents and outstanding actions.
Follow organisational policies and procedures and participate in relevant training and supervision.
Ensure the building is kept clean, tidy and safe throughout the night, including communal areas, kitchens and other shared spaces.
Complete routine cleaning and housekeeping tasks and report any maintenance, hygiene or health and safety concerns.
Ensure laundry areas and equipment are left clean and tidy after use.

Pre-Employment Requirements:

Appointment to this post is subject to an Enhanced DBS check with Adults’ Barred List checks, satisfactory references and proof of the right to work in the UK.
A full UK driving licence and access to a vehicle insured for business use are essential.
The successful candidate must be able to work flexibly, including evenings, weekends and bank holidays, in line with the needs of the service.

Happy Days is committed to safeguarding and promoting the welfare of adults at risk. We expect all employees and volunteers to share this commitment.