Complex Lives Coordinator

Role Overview

The Complex Lives Coordinator walks alongside people who are navigating multiple challenges, offering steady, compassionate, and trauma-informed support across Jubilee House Harm Reduction Project, the Winter Shelter which also operates a Harm Reduction Model, Community Supported Housing, and the Complex Lives Hub.

Guided by the values of Happy Days, this role puts people first. It is about building real, trusting relationships where individuals feel safe, respected, and genuinely cared for. Support is shaped around each person’s story, strengths, and hopes, recognising that stability looks different for everyone and that progress happens at a pace set by the individual. The focus is on reducing harm, increasing safety, and helping people move towards a life that feels more secure, meaningful, and their own.

The Complex Lives Coordinator works with professionals across health, substance use, housing, and community services, sharing responsibility for joined-up, thoughtful support. Through strong partnerships, transparency and communication, plus thoughtful approaches to risk, the role helps create spaces where people feel heard, valued, and protected. It calls for resilience, courage, and perseverance, staying present in complexity, challenging barriers when needed, and holding onto compassion even when the work is hard, always committed to doing the right thing for the people within our community.

Our Ideal Candidate

Experience in case management, support work, or a related field, with a strong understanding of working alongside people with multiple and complex needs
A compassionate, empathetic, and non-judgemental approach, with a genuine commitment to treating everyone with dignity and respect
The confidence to advocate alongside people, ensuring their voices, choices, and rights are upheld
A calm, grounded presence, with the ability to respond thoughtfully and professionally in stressful or emotionally charged situations
Strong problem-solving and critical-thinking skills, with flexibility to adapt to changing circumstances
A good working knowledge of local and national safeguarding policies and procedures, and a commitment to keeping people safe
An understanding of the welfare benefits system, and the ability to support individuals to navigate complex processes
Knowledge of GDPR and the importance of confidentiality, consent, and information sharing
Confidence using Microsoft Office and case management systems, with strong IT skills
Full driving licence with the use of a vehicle and business insurance

Responsibilities and Duties

Manage own caseload within the community setting
Provide compassionate, person-centred, and trauma-informed support to service members and residents, helping them build stability, independence, and purposeful lives
Develop, implement, and review individual support plans, working with people to set goals, identify strengths, and plan practical steps towards their aspirations
Deliver support within all services, ensuring community members and residents feel safe, respected, and empowered in their living environment
Advocate alongside people to ensure their voices, choices, and needs are heard and respected
Support individuals with welfare systems, including liaising with DWP on Universal Credit, Personal Independence Payment and other welfare benefits
Respond to crises calmly and safely, using de-escalation strategies and risk-informed approaches
Follow safeguarding policies, complete risk assessments, and report concerns to the Designated Safeguarding Lead
Contribute to the area wide MEAM meetings, highlighting concerns to a wider network for safeguarding purposes
Maintain GDPR compliance and professional boundaries while building trusting relationships
Work collaboratively with internal teams, external partners, and community initiatives to provide coordinated, practical, and long-term support
Stay informed about local services, initiatives, and resources, connecting people to fuel vouchers, debt support, and other assistance where needed
Engage in supervision, reflective practice, and continuous learning to support wellbeing, professional development, training and effective trauma-informed practice
Work occasional evenings and weekends

Administration and Organisational Responsibilities

Maintain accurate records and ensure all safeguarding incidents are reported to the Designated Safeguarding Lead
Attend supervision, engage in reflective practice, contribute feedback, and actively participate in professional development and training opportunities to grow skills and maintain trauma-informed practice
Assist with reports for the Executive Team, complete administrative tasks, and manage diary planning flexibly
Coordinate and support volunteers, fostering an inclusive environment and recognising their contributions
Represent Happy Days in meetings, forums, and partnerships, promoting the organisation’s values and work, being flexible with diary planning
Support fundraising and grant applications to ensure the sustainability and growth of the charity