Everyone deserves a safe place to call home.
Company Limited by Guarantee number 1741926 Charity Number 287779 Registered in England as Single Homeless Project
shp Single Homeless Project
| Job title: | Project Worker Complex Needs |
| Delegated Authority: | Level 7 |
| Team: | Islington Complex Needs (HNP, MH, AR) |
| Responsible to: | Team Manager/Regional Services Manager |
| Responsible for: | N/A |
Job purpose
This role exists to deliver a high-quality, person-centred support service to individuals experiencing complex and multiple needs - including substance misuse, mental ill-health, offending behaviour, physical health concerns, and the long-term effects of trauma. Working within Single Homeless Project’s (SHP) Policy and Procedural Framework and guided by a Psychologically Informed Environment (PIE) approach under the Biopsychosocial model, the post holder will play a key role in helping clients stabilise their lives, engage meaningfully with services, and build towards recovery and independence.
As part of a dynamic and collaborative team, the Project Worker Complex Needs will offer responsive, flexible, and creative support that reflects harm minimisation principles and a strengths-based approach. The role requires resilience, innovation, and a strong commitment to empowering individuals. This includes advocating on behalf of clients to access appropriate health and social care, as well as enabling them to navigate and make sustained use of external statutory and community-based services.
Ultimately, the role is pivotal in achieving positive outcomes for clients - improving their wellbeing, promoting recovery, and supporting their journey towards greater stability and inclusion.
Key accountabilities
Day-to-Day Service Delivery
Contribute to the daily running of the service and ensure adequate staffing cover aligned with the rota.
Respond flexibly to the immediate needs of clients.
Participate fully in the service’s shift rota, including evenings and weekends where required.
An ability and willingness to work a rota that includes early and late shifts and covers weekdays and weekends.
Referral, Assessment and Casework
Support new referrals through initial assessment and interviews.
Carry out strengths-based assessments with a whole-person focus.
Develop clear recovery plans with clients that identify goals and the steps to achieve them.
Maintain a consistent caseload, regularly reviewing client progress and updating plans.
Risk Assessment and Management
Produce thorough risk assessments and management plans for each client.
Review and update assessments in line with policy or changing needs.
Promote safe environments for residents, staff and visitors through active risk monitoring.
Support and Action Planning
Co-develop support plans with clients and external professionals, ensuring they are personcentred, SMART and outcome focused.
Act as the main point of coordination for each client’s external support network.
Monitor the progress of plans and adjust support as needs change.
Client Engagement and Empowerment
Encourage engagement by adapting to each client’s communication needs.
Help clients gain insight into their needs and build motivation for positive change.
Address barriers such as exploitation, substance use, repeat homelessness and poor health.
Promote understanding of how unmet needs affect opportunities for housing and wellbeing.
Housing Management Responsibilities
Minimise rent arrears and void losses by:
Supporting benefit applications and income maximisation.
Monitoring rent accounts and acting early on arrears.
Ensuring vacant rooms are prepared and let quickly.
Conduct sign-ups thoroughly and support residents through move-in processes.
Complete regular room, locality and health and safety checks.
Report and follow up maintenance issues promptly.
Information Management
Record all client contact on the SHP database (INFORM) accurately and promptly.
Ensure casework and outcome data is up to date and aligned with performance monitoring.
Share appropriate client information with colleagues and partner agencies, respecting confidentiality and data protection policies.
Partnership and Multi-Agency Working
Liaise with internal SHP departments (e.g. Housing Services, Finance, Opportunities Programme) and external bodies (e.g. social services, treatment services, housing providers, police).
Attend or lead multi-agency meetings and treatment reviews as needed.
Maintain awareness of local services and referral processes to support clients effectively.
Build and maintain positive relationships with community organisations and statutory agencies.
Recovery and Social Inclusion
Support client involvement in service design, feedback and peer-led activities.
Promote recovery through internal programmes and connections with community-based groups.
Identify meaningful activities clients wish to pursue and support access to them.
Work with clients ready to pursue education, training or employment.
Contribute to the in-house recovery programme through workshops and group sessions alongside SHP staff and partner agencies.
Health and Safety
Follow all organisational health and safety policies and procedures, including lone working and fire safety.
Conduct and record regular safety checks of the building and rooms.
Ensure prompt reporting and follow-up on hazards, repairs and incidents.
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Teamwork and Development
Collaborate effectively with colleagues and contribute to a positive team culture.
Participate in supervision, team meetings and reflective practice.
Take responsibility for personal learning and professional development.
Share knowledge and support new or less experienced team members.
Financial and Budgeting Support
Support clients to manage their finances and budget effectively.
Assist in setting up bank or savings accounts where required.
Monitor benefits and ensure they are in payment; support clients in resolving any issues.
Follow financial procedures for rent collection and financial transactions.
Use of Specialist Skills
Apply psychologically informed approaches in daily interactions.
Use specialist techniques such as:
o Motivational Interviewing
o Cognitive Behavioural approaches
o Harm reduction strategies
o Behavioural mapping (e.g. ITEP mapping)
o Mindfulness and grounding techniques
Safeguarding Responsibilities
Adhere to SHP, borough and national safeguarding procedures.
Identify and respond to adult and child safeguarding concerns using risk assessment and risk management processes.
Share relevant safeguarding information appropriately with managers and safeguarding leads.
Miscellaneous
SHP is at discretion to amend your responsibilities and, in addition to these, you may be required to perform other duties as may be required for the efficient running of the organisation.
To create inclusive working environments and cultures to enable colleagues and clients to feel safe and empowered to achieve their full potential.
Technical and professional know-how needed for position
When completing your application, you will be required to address (using examples) some of the points below
Experience and Knowledge
Demonstrable level of relevant experience of working with complex needs as presented by former rough sleeping or homeless people, (e.g. combined issues either relating to poly substance use, mental ill health, multiple physical health needs, unmet social care needs, complex trauma, or repeat offending/street based ASB) in an environment where these needs are not supported by a statutory agency at the point of referral.
Proven experience and skills in delivering highly personalised assessment and casework, support planning, goal setting, advocacy, and the ability to apply this in a caseload of clients who find it difficult to engage in formal keywork and where there are barriers to accessing statutory support.
A strong understanding of the issues that typically disrupt progress in journeys towards independence, such as mental health, substance misuse, self-harm, domestic violence, anger management, learning impairment and frailty due to illness.
A good understanding of the Strengths and Recovery model, and the ability to engage, support and motivate clients to progress within a Psychologically Informed Environment (PIE).
A good understanding of the health and social care sector and the ability to navigate between and across specialties whilst working with clients to create a multiagency care plan.
Experience of reflecting critically upon own practice to enhance the experience of service users.
Skills and Abilities
The ability to work intensively with clients, respond calmly to crisis and deal promptly, effectively, safely and creatively to complex and challenging situations.
Excellent time management skills, ability to work on own initiative, manage competing priorities and maintain high standards.
Excellent team-working and interpersonal skills, maintaining a collaborative approach to delivering service objectives across work specialisms.
A commitment to anti-discriminatory practice.
IT skills including the use of Microsoft Office programmes and database recording systems.