Location: Westminster, London

Contract: Full-Time, Fixed Term (Maternity Cover)

Salary: £42,652 p/a (NJC Scale range 28-30) Inc. LW + pensions and other benefits (pro-rata for part-time)

Hours of Work: 35 hours per week excluding breaks, Monday-Friday (08:30-16:00)

Annual Leave: 34 days per year, including Bank/ Statutory Holidays (pro-rata for part-time)

Closing Date: Friday 27th February 2026

About the role

The Resettlement Coordinator supports the Resettlement & Housing Needs Service Manager with both the development and the day to day running of the Resettlement Team, the core team within The Passage Resource Centre. The Resettlement Coordinator line manages a team of Resettlement Workers, who are responsible for the initial assessment of service users. The Resettlement Coordinator will lead the team in providing advice and housing related support to clients with a wide range of needs to enable them to sustain their tenancies, improve their quality of life and increase self-reliance.

Main duties

Care and Support of Service Users

Ensuring that all service users receive high-quality Triage Assessments and Needs Assessments, support, care and advice that is focused on their strengths and goals, and delivered in a way that suits them and within a framework of active engagement, positive risk taking and person-centred planning.
Ensuring that effective and reliable assessments are carried out and that person centred Resettlement Plans and Safety Plans are created and updated for all service users through a lead case worker system.
Ensuring that the service users’ rights to privacy, dignity and self-determination are promoted, and that their rights as citizens are upheld.
Ensuring as far as possible that service users are involved in the management of the service and that regular service user consultation occurs.
Enabling the service users to participate in, and have access to, available resources in The Passage and the wider community by promoting worthwhile activity and referring internally and externally to appropriate agencies.

To Lead and Manage a Team

Providing leadership and day to day management & supervision of a team of Resettlement Workers
Management of Resettlement Team staff rota.
Taking the lead in recruitment and selection of new staff and volunteers to the team.
Developing performance targets and quality control measures for the work of the team, and monitoring team members’ work to ensure that these are met and are aligned with The Passage Values.
Supporting staff by setting clear objectives and holding individual supervisions and case reviews regularly.
Ensuring good communication between staff by holding team meetings regularly, and additional briefings as necessary.
Inducting new staff and planning the continuing development of existing staff on the basis of an annual appraisal.
Managing the rota and workload of the team to ensure that adequate cover is provided at all times.
Ensuring the health and safety of team members.
Defining (and reviewing from time to time) the roles of staff to ensure these support the function’s aims and objectives.
Operating The Passage’s disciplinary and grievance procedures where necessary.

Resource Centre Management

Working closely with the Operations Coordinator to ensure the provision of high-quality service delivery within the Passage Resource Centre through:

Assisting with incident management and follow up to instances of anti-social behaviour, or other breaches of the Service User Agreement.
Assisting with Duty Manager shift cover within the Resource Centre as needed to ensure service continuity.
Prompt follow up of maintenance issues.
Liaison with the Facilities Team to ensure provision of quality and seamless service management.
Processing and responding promptly and objectively to complaints from service users and other agencies as required.
Ensuring property related risk management and assessment procedures are followed by all team members.

Networking, Liaison and Resource-building

To be responsible for good and effective liaison with outside agencies including the police, social services and other statutory and voluntary agencies and delegating this work where appropriate.
To identify volunteering opportunities, for both corporate partners and individuals, to add value to the work of the team and ensure volunteering policies and procedures are put into place and monitored.
To work collaboratively with the Service Manager to attend external meetings, manage internal and external communication effectively, encourage and seek opportunities to maintain partnerships across the sector. To work collaboratively with the Service Manager to attend external meetings, manage internal and external communication effectively, encourage and seek opportunities to maintain partnerships across the sector.

Information Management

Ensuring the team is recording and updating. To ensure the Resettlement Team are keeping accurate record keeping, while maintaining timely record keeping using internal database as well as client files and ensuring all record keeping is kept securely in line with General Data Protection Regulations (GDPR).
Ensuring that The Passage’s policies and procedures in relation to information management, monitoring and reporting are fully implemented, in an accurate and timely way, ensuring that all staff members are clear about their responsibilities.
Ensuring the collation and submission of accurate and timely monitoring information for external bodies as required.
Participating in the production of promotional information in relation to The Passage’s services.
Regularly reviewing and analysing data from In-Form to identify gaps in delivery, monitor caseloads, identify trends and to plan service delivery.
Work closely with the Service Manager to produce high quality and engaging reports for our funders (both voluntary and statutory) and supporters that demonstrates both hard and soft outcomes that our services achieve.

Finance

To liaise with the Finance team in the preparation of project budgets.
To monitor the service’s income and expenditure in line with the budget.
To monitor and authorise staff-related and office expenditure in line with the organisational and service budget and in line with financial regulations.

General responsibilities

To keep abreast of current housing legislation, welfare benefit legislation and other matters relevant to successful support and resettlement of clients.
To adhere to The Passage’s Policies and Procedures at all times.
To provide or arrange cover for other members of the team and division as necessary.
Being proactive in reviewing and evaluating own performance and identifying and acting upon areas for improvement, training, and development.
To participate in regular supervision and annual appraisal and help in identifying your own job-related development and training needs.
Undertaking, as required, any other duties compatible with the level and nature of the post and/or reasonably required by more senior members of staff
Attend and participate in internal & external divisional and team meetings and other forums as required.
To contribute to the effective implementation of The Passage’s Equity, Diversity & Inclusion Policy as it affects both The Passage and its work with vulnerable adults.
In conjunction with other managers and the Head of Community Services, to continuously develop the role to ensure that all tasks are being undertaken in an effective and appropriate manner which meets the strategic aims and objectives of The Passage.
To always undertake your role in a professional manner maintaining a high-quality standard of work, and to always work in accordance with the aims, values, and ethos of The Passage.
Undertake any other duties that may be required which are commensurate with the role or organisational requirements.

Desired experience

Experience of managing a team of staff/volunteers working to support vulnerable people to achieve positive outcomes.
Experience of client case management and understanding of the importance of good practice in relation to case work.
Experience of formally assessing individuals needs and options and developing risk assessments.
Experience of liaising with and/or coordinating with several individuals and/or agencies to achieve effective outcomes.
Experience of working in a busy and challenging environment and successfully managing conflicting priorities and workloads.

Desired knowledge

An understanding of the importance of discretion and confidentiality in relation to work and maintaining professional boundaries.
Ability to maintain enthusiasm for a high level of contact with clients on a day-to-day basis and a non-judgmental approach to working with people with complex needs.
Knowledge and understanding of the housing and support needs of people experiencing homelessness and a wide ranging knowledge of housing pathways, housing legislation, private rented housing and welfare benefits, relevant to the client group.
Personal experience of homelessness or a sound understanding of the issues faced by people who are homeless or vulnerably housed and the difficulties they can experience in accessing services that are fully responsive to their needs.

Application form

If you would like to find out more about the career opportunities at The Passage, or discuss any disability access requirements you may have, please feel free to get in touch for an informal chat on 020 7592 1885.

Alternatively, you can contact us via email.

All applicants must read the full job description before applying:

PASSAGE 2000

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