Case and Progress Worker

Role: Case and Progress Support Coordinator

Reports to: Homeless Hub Service Manager

Hours: 40 Hours per week 8:30-16:30 Monday-Friday with some Saturdays issued by rota

Salary: £26,395

Contract; Subject to Funding

Purpose

The purpose of this post is to support the delivery of our Homeless Hub and St John’s Housing in Northampton. You will work across these services as part of an integrated team supporting people experiencing hunger, hardship, and homelessness.

You will support frontline staff in delivering a person‑centred, trauma‑informed approach. You will oversee operational policies within the service and contribute to general operational delivery.

You will work as a member of a small, dedicated staff team, alongside student placements and volunteers who provide ongoing support to homeless and vulnerable individuals, with the aim of moving them into permanent accommodation wherever possible.

You will engage, re‑engage, refer, and support dependent alcohol and drug users to access evidence‑based harm reduction, treatment, and recovery programmes, helping them initiate recovery, build resilience, and move toward long‑term sustained recovery and social reintegration.

This role involves extensive work with clients with multiple needs. Experience working independently or delivering therapeutic groups in a substance or alcohol misuse setting is highly desirable.

We serve individuals facing homelessness, poverty, addiction, isolation, and marginalisation. Using the charity’s experience and the services provided by partner agencies, we aim to offer holistic support in one space.

We work with multiple partners, often identifying challenges individuals face so we can facilitate appropriate support. This role is essential in ensuring all teams work together to deliver high‑quality, effective services to those in need.

Responsibilities

Case Work

• Oversee the delivery of effective, trauma‑informed, person‑centred support across all homeless services, including holding your own casework portfolio.
• Safeguard clients by identifying, reporting, and responding appropriately to concerns in line with organisational safeguarding procedures.
• Contribute to effective case management covering risk, behaviour, housing, social functioning, employability, and health.
• Engage with and actively listen to clients, using their feedback to improve service delivery.
• Provide education and raise awareness around mental health, substance misuse, and physical wellbeing.
• Encourage positive steps toward personal development.
• Provide practical, emotional, and informational support.
• Develop flexible, realistic person‑centred plans with service users

. Signpost and refer to external services where appropriate.

• Advocate for service users with external agencies.
• Support clients to attend appointments.
• Encourage involvement in education, training, employment, or volunteering.
• Work collaboratively with the Council’s Single Homelessness Team.
• Support clients to develop skills and overcome barriers to independent housing.
• Ensure service users engage with the support offered.
• Liaise effectively with a range of service providers.
• Report daily on operational outcomes and positive change.
• Prepare workspaces and equipment, maintaining cleanliness and safety.
• Maintain equipment and report issues to the Service Manager.
• Work in accordance with food hygiene regulations.
• Complete weekly reports on service user progression.
• Champion recovery and promote peer‑led activities.
• Train and support Peer Mentors in group facilitation.

Reception & Front‑of‑House Duties

• Provide a welcoming, calm, and professional reception presence for all service users, visitors, and partner agencies.
• Manage reception tasks including answering calls, greeting clients, monitoring entry to the building, and maintaining a safe and orderly reception area.
• Support the registration and sign‑in process for new and existing service users
• Respond to enquiries and direct individuals to appropriate staff or services.
• Maintain confidentiality and uphold professional boundaries at all times.
• Support the smooth running of daily operations by coordinating communication between staff, volunteers, and service users.

Service Coordination

• Ensure the Homeless Hub environment is safe and controlled for all users.
• Register and assess new service users, ensuring they understand expectations.
• Complete registration forms and risk assessments.
• Manage and report inappropriate or challenging behaviour.
• Inform the Service Manager of any issues arising.
• Uphold Hope Centre policies, confidentiality, and treatment expectations.
• Network with organisations inside and outside the homeless sector

. Act as a positive role model.

• Maintain strong communication links with partner agencies.
• Promote anti‑discriminatory practice and challenge stigma.
• Co‑facilitate treatment groups.
• Support volunteers and students working within the Homeless Hub.
• Evaluate your own performance and identify areas for improvement.
• Undertake duties relevant to the role as required.
• Understand and implement policies, procedures, and good practice.

Service Delivery – Homeless Hub

• Ensure the functional operation of the Homeless Hub during service hours.
• Maintain stock levels of paperwork and resources.
• Ensure the service is set up daily (laundry, toilets, showers).
• Clean and mop the Support Hub at the end of service.
• Support the clothes store and volunteers.
• Ensure all facilities and equipment are operational and report repairs promptly.

Policy & Administration

• Maintain full, detailed, accurate records on the database.
• Keep casework records up to date for monitoring and evaluation.
• Complete all necessary administration.
• Uphold all Hope Centre policies and procedures.
• Promote and uphold Equality, Diversity, Equity, and Inclusion.
• Support the team with additional duties as required.

General Responsibilities

• Be an active and effective team member.
• Work flexibly, including evenings, weekends, bank holidays, and extended winter hours.
• Maintain professional communication at all times.
• Keep clear records of all client and professional contacts.
• Participate in supervision, appraisal, and training.
• Attend staff meetings as required.
• Carry out other reasonable tasks requested by the Senior Leadership Team.
• Ensure Hope Centre values are embedded in service delivery.

Other Characteristics – Commitment to Hope’s Values

• Person‑centred – focusing support on individual needs
• Empowerment – enabling service users, staff, and volunteer
• Collaboration – working positively with others
• Honesty – being truthful and transparent
• Personal development – encouraging growth in skills and knowledge
• Non‑judgemental – ensuring everyone is treated with dignity and respect

Desirable Criteria-

Qualification in social care

First Aid Certificate

A good understanding of third sector partnership

working.

Knowledge and understanding of safeguarding procedures and reporting any relevant issues in a timely manner

Knowledge of working with Communities in particular areas of disadvantage, be it geographical or communities of interest.

Good understanding and awareness of housing and homelessness issues, including working with rough sleepers.

An understanding of Mental Health conditions

Some knowledge of substance misuse treatment and the 12-Step Programme

Awareness of local services

Experience of delivering a range of healthy life skill programmes across diverse and disadvantaged urban communities

Experience and understanding of community development and inclusion applied to project delivery.

Essential Criteria-

Evidence of continual professional development

Understanding of the relationship between mental health and substance misuse and how these may impact on physical, mental and emotional wellbeing

Understanding of risk assessment and risk management in a mental health or substance misuse setting.

A good understanding of the issues faced by homeless people from complex backgrounds and an ability to engage positively with this vulnerable client group.

Minimum of 2 years working in either a Homelessness, substance misuse, mental health, criminal justice, or adult social care setting

Experience of developing and sustaining effective working relationships with, and working successfully in partnership with, other services and organisations

Experience or knowledge of working within case management frameworks

Ability to deal with stressful and difficult situations in a calm manner

Excellent negotiating and advocacy skills, and the drive and commitment to achieve positive outcomes for service users

The ability to communicate effectively, both across all levels of the organisation, and with external stakeholders

Ability to take control and responsibility for stressful, disruptive or highly charged situations, calling on emergency services when required

Excellent organisational and record-keeping skills

Ability to work on own initiative and work well under pressure, prioritise work and meet tight deadlines

Empathetic and able to relate to staff, students, volunteers, customers and external agencies

To keep composure in the face of emergency and unexpected events

Ability to prioritise and manage workload

Pay: From £26,395.00 per year

Work Location: In person