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:	Harrow Road Assessment Hub Westminster
Responsible to:	Service Managers
Responsible for:	N/A

Job purpose

The Westminster Harrow Road Assessment Hub is a specialist short-stay service offering intensive support to individuals rough sleeping in Westminster who do not have a clear local connection. Westminster sees one of the highest levels of rough sleeping in the UK, often involving people with multiple and complex needs. The Hub plays a vital role in providing fast, trauma-informed support focused on assessment, reconnection, and resettlement.

As a Project Worker Complex Needs, you will be part of a dynamic, multidisciplinary team delivering person-centred support to clients during a critical point in their journey out of rough sleeping. You will work closely with individuals to complete comprehensive assessments, develop short-term support plans, and help facilitate appropriate move-on pathways. These may include reconnecting clients to their local authority areas, resettlement into longer-term accommodation, or accessing other relevant services. Build trusting, supportive relationships with clients from a diverse range of backgrounds. A key responsibility with this role will be to liaise with local authority housing teams and external agencies to progress move-on plans.

You will support clients in navigating challenges such as immigration issues, health needs, and accessing benefits, while maintaining strong, positive working relationships with external agencies and borough contacts. A key aspect of the role is to promote stability by helping clients move on swiftly and safely, reducing the harms associated with rough sleeping.

Key accountabilities

Specialist Support Work

• Manage a caseload and build strong relationships with individuals and professionals to ensure tailored, wraparound support.

• Carry out sensitive support and safety planning, especially with those who may be hesitant to engage due to past experiences.

• Build honest and meaningful relationships, recognising people as the experts in their own lives.

• Provide 1:1, group, and community support, including advocacy, life skills development, and confidence-building work.

• Support understanding of mental health and personal experiences using reflective and rightsbased practice.

• Respond with compassion to the challenges of complex needs within a psychologically informed environment.

• Maintain accurate and timely casework records in line with organisational policy.

Referrals and Assessment

Respond to referrals promptly, using assessments as a foundation for building trust and showing a consistent support approach.

• Carry out holistic assessments, focusing on the whole person, and use these to inform risk and support planning.

• Enable people to move through services smoothly, removing barriers where possible.

• Work jointly with residents and professionals to assess and manage risk and safeguarding concerns.

Safeguarding and Safety Planning

• Follow all SHP, local, and national safeguarding procedures consistently.

• Apply specialist knowledge (e.g. around substance use or mental health) to risk assessments and safety planning.

• Share relevant information with colleagues and managers to enhance safety and responsiveness across the service.

Co-production and Peer Involvement

• Encourage active involvement by residents in shaping service delivery and day-to-day decisions.

• Help set up and maintain resident forums and peer-support initiatives.

• Support the development and recruitment of peer support workers using co-produced roles and activities.

Service Navigation and Partnership Work

• Keep up-to-date knowledge of local services, referral pathways, and eligibility criteria.

• Build positive working relationships with external partners and internal teams to support coordinated care.

• Represent the service in relevant forums, meetings, and borough-level discussions.

Daily Service Delivery

• Support effective daily operations and shift cover to ensure continuous, quality support.

• Respond promptly to resident and visitor needs.

• Maintain clear communication through handovers and shift reports.

• Follow financial and rota procedures at all times.

Financial and Digital Support

• Assist residents in claiming and maintaining benefits and managing rent responsibilities.

• Address any issues with benefits, including appeals and sanctions, with proactive support.

• Support people with no recourse to public funds to access income and services.

• Promote budgeting skills and digital access, including helping individuals to set up and use email accounts.

Housing Management

• Carry out room checks and health & safety tasks with sensitivity, respecting personal space and experiences.

• Monitor rent accounts with the housing team, following up on discrepancies.

• Use trauma-informed approaches during housing management activities.

Information and Data Management

• Accurately record support work, outcomes, and contacts using organisational systems.

• Produce reports highlighting needs, progress, and any setbacks.

• Ensure all data is kept up-to-date for performance monitoring and service evaluation.

Health and Safety

• Follow all health and safety policies to ensure a safe environment for everyone in the service.

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• Take responsibility for lone working, fire safety, and personal safe practice in line with local procedures.

Teamwork and Development

Take part in team rotas and support colleagues through handovers, meetings, reflective sessions, and supervision.

• Share specialist knowledge to help colleagues manage complex needs more effectively.

• Contribute to joint care planning and case reviews with other staff.

• Take ownership of your own learning and development, staying open to feedback and new ideas.

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

• Helping people to identify personal goals and supporting them through a process of change.

• Managing challenging situations in relation to people, including responding calmly to crisis and deal promptly, effectively and safely to complex situations.

• Working in partnership with a range of individuals/agencies to coordinate activities and achieve positive outcomes.

• Knowledge of financial support available to clients to ensure income maximisation, rent payment, and increased financial resilience.

• Understanding of professional boundaries and their importance when delivering traumainformed support.

Skills and Abilities

• Ability to maintain motivation for a high level of contact with clients on a day-to-day basis.

• A non-judgemental approach to working with multi-disadvantaged / complex needs clients and to promote a strengths-based approach.

• Familiarity with IT applications and basic keyboard skills and the ability to maintain accurate records and manage own administrative tasks.

• Strong team-working and interpersonal skills, maintaining a collaborative approach to delivering service objectives across work specialisms.

• Strong time management skills, ability to work on own initiative, manage competing priorities and maintain high standards.