Housing Responder - Durham SHAP

The Housing Responder is a frontline role combining housing management, support, and concierge responsibilities within Emmaus North East’s Durham SHAP service. The role helps ensure the safety, security, and wellbeing of companions (people supported by Emmaus), while providing practical assistance, crisis support, and a welcoming presence during night and weekend shifts.

Durham SHAP (Single Homeless Accommodation Programme) supports people experiencing homelessness across County Durham. The service provides safe accommodation and tailored support to help individuals address the challenges contributing to homelessness and move towards independence. Homes are located in community settings and dispersed properties in Bishop Auckland and Spennymoor.

Working within SHAP is rewarding but can be challenging. Companions may experience complex issues such as homelessness, trauma, mental health difficulties, or substance use. The role requires strong communication skills, emotional resilience, good safeguarding awareness, and the ability to respond calmly and effectively in difficult situations.

• Support the day-to-day management of accommodation, including property checks and health and safety compliance.
• Assist companions with tenancy responsibilities, move-ins and move-outs, and practical housing matters.
• Provide responsive support, including crisis response and signposting to specialist services.
• Maintain accurate records of incidents, property issues, and support activity.
• Act as responder during incidents and emergencies, liaising with relevant services when required.
• Provide concierge and front-of-house duties, welcoming visitors and ensuring site safety.
• Conduct regular safety and security checks across properties.

We are looking for someone who is compassionate, organised, and resilient, with the ability to build positive relationships and work effectively with people experiencing complex challenges.

Essential:

• Experience in housing, supported housing, concierge work, or a similar environment
• Experience supporting vulnerable adults
• Strong communication, organisational, and IT skills
• Ability to manage challenging situations calmly
• Full driving licence

Desirable:

• Knowledge of homelessness services or County Durham support networks
• NVQ Level 3 (or willingness to work towards) in Housing, Health & Social Care or similar
• Experience working in the charity or third sector

All roles at Emmaus North East are subject to DBS checks and require a commitment to safeguarding, professionalism, and the values of the organisation.