Accommodation Support Worker

Role Purpose

NCNW is a multi-award-winning, Halton-based, non-profit Community Interest Company (CIC) with a strong track record of delivering high-impact support services. The organisation specialises in providing supported accommodation for single homeless and vulnerable individuals, with a clear focus on social development and personal growth.

The flagship Wrap Around project demonstrates NCNW’s commitment to professionalism, effectiveness, and continuous improvement. Developed through extensive evaluation, the project complements existing statutory and voluntary services without duplication. Collaborative working with partner agencies ensures a coordinated, holistic approach that maximises outcomes for beneficiaries.

As part of its long-term sustainability strategy, NCNW is expanding supported accommodation services across Halton, Warrington, the Liverpool City Region, and neighbouring boroughs. This growth includes an increased focus on mental health support, enabling delivery of a broader and more comprehensive service offer.

NCNW’s mission is to empower vulnerable individuals and communities through meaningful opportunities for personal development and lasting change. Through an integrated model of supported accommodation, mental health services, and accredited training, individuals are supported to build life skills, improve mental wellbeing, and sustain long-term housing stability.

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Scope and Limits of Authority

The post holder is responsible for handling sensitive information appropriately and ensuring compliance with external funding requirements. Full accountability is required for understanding and adhering to personal responsibilities and organisational policies.

The role supports the Accommodation Manager in the effective day-to-day operation of the department and provides assistance across other areas of the organisation when required, including mental health, reception, and training services.

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Role Responsibilities

• Oversee the day-to-day operations of the Accommodation Department in line with NCNW policies and procedures
• Escalate issues or concerns relating to beneficiaries or accommodation premises to the Accommodation Manager promptly
• Provide face-to-face support to beneficiaries, including individuals presenting challenging behaviours
• Conduct Police checks and comprehensive Risk Assessments for referrals and present findings to panel meetings
• Maintain accurate, confidential, and up-to-date beneficiary records in line with GDPR and safeguarding requirements
• Record all interactions, including calls, visits, checks, and meetings, ensuring systems and case notes are updated
• Carry out regular beneficiary, room, and property checks using body cameras in line with Health and Safety procedures
• Share relevant information with the Mental Health Department to support appropriate referrals
• Develop and maintain effective working relationships with external agencies to enhance referrals and service delivery
• Support service delivery by managing referrals, appointments, and beneficiary coordination
• Collect weekly food donations from partner organisations and surplus agencies
• Work independently while maintaining effective collaboration with colleagues
• Respond appropriately to child protection and vulnerable adult concerns and report all safeguarding matters
• Provide cover during staff absences and participate in the rota, including late shifts and on-call duties
• Manage telephone communications accurately and professionally
• Take responsibility for personal health, safety, and security
• Attend team meetings and contribute updates on service delivery and beneficiary needs
• Engage fully in staff development, training, supervision, and reviews
• Take ownership of personal learning and professional development
• Promote equality, diversity, inclusion, and wellbeing across all services
• Support contractual objectives and organisational performance targets
• Assist with service promotion and attend events outside normal hours when required

Note: NCNW does not permit lone working by staff or volunteers.
Note: Duties are non-exhaustive and additional tasks may be required by the CEO or Management Team.

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Dress Code Policy

All staff must maintain a professional appearance aligned with NCNW’s values. The standard dress code is smart casual unless otherwise specified.

General Guidelines

• Clothing must be clean, neat, and presentable
• Dress should be modest and appropriate for the working environment

Prohibited Items (unless authorised by the CEO)

• Tracksuits
• Shorts
• Low-cut tops
• Miniskirts or revealing clothing

Uniforms

Where a uniform is provided or required, it must be worn at all times while on duty and maintained in good condition.

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Person Specification

Qualifications

Desired but Not Essential

• Relevant postgraduate qualification (e.g. Social Work, Psychology, Housing)
• CIH Level 5 qualification or above
• Level 3 Certificate or Diploma in Supporting Homeless People
• Level 3, 4, or 5 qualification in Working with Vulnerable Adults or Mental Health Support

Essential

• Full UK driving licence and access to a vehicle
• Flexibility to work across multiple sites

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Experience

Essential

• Strong understanding and application of GDPR and data protection
• Proficiency in Microsoft Word, Excel, and Outlook
• Ability to assess complex situations and apply sound judgment
• Experience working collaboratively with external and multi-agency partners
• Excellent networking and relationship-building skills
• Commitment to continuous professional development
• Experience working within local communities and supporting vulnerable individuals
• Relevant experience in homelessness, housing, or supported accommodation

Desired

• Minimum two years’ experience working with vulnerable individuals or challenging behaviours
• Background in security or conflict management
• Understanding of issues affecting young people, adults, and communities
• Awareness of anti-social behaviour and its impact
• Knowledge of safeguarding principles
• Understanding of health and safety in community settings

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Skills

• Strong IT and administrative skills, including database management
• Excellent written communication, literacy, and numeracy
• Strong interpersonal and verbal communication skills
• Ability to build collaborative relationships and deliver presentations
• Experience acting as a representative or advocate within the third sector
• Self-motivated with strong initiative
• Excellent organisational and prioritisation skills
• Compassionate and empathetic approach to supporting vulnerable individuals
• Ability to work independently and as part of a team
• Inclusive, respectful, and non-judgmental
• Resilient and open to feedback
• Commitment to equality, dignity, and non-discrimination
• Ability to maintain positive relationships with colleagues and partner organisations
• Strong commitment to community relations

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About NCNW

NCNW is a well-established, multi-award-winning, not-for-profit organisation with an evidence-based track record of delivering essential community services. Its holistic wrap-around model was established in 2012 by CEO Terri Kearney, inspired by her lived experience of homelessness and mental health challenges.

The organisation provides Supported Temporary Emergency Accommodation for individuals aged 18 and over, supporting up to two years depending on need. With 83 beds across more than 14 properties, NCNW is the largest provider of supported accommodation in Halton, operating across Halton, Warrington, and the wider Liverpool City Region.

NCNW offers holistic support including food provision, fuel vouchers, GP and dentist registration, benefits guidance, and access to in-house mental health services. All beneficiaries participate in the accredited Property Pathways Programme, supporting long-term stability and independence.

Mental health services include counselling delivered in person, online, or by phone, using a range of therapeutic approaches. NCNW also supports schools, colleges, and universities, and provides placements for trainee counsellors across the Northwest.

The organisation’s core mission is to empower vulnerable individuals and communities, promote mental wellbeing, and support social inclusion through accessible, compassionate, and high-quality services.