The Complex Lives Coordinator provides compassionate, trauma-informed and housing-focused support across Jubilee House and Winter Shelter during its operational period.

This role combines high-quality support delivery with effective housing management, recognising that for people experiencing multiple and complex needs, a safe and stable home is the foundation from which positive change can happen.

Jubilee House provides safe, dignified housing for seven individuals who are well known to local services but whose needs have not been met by existing provision in Calderdale. The service exists to support people who have repeatedly fallen through the gaps of traditional systems, ensuring they receive the accommodation, stability and support they deserve.

The Complex Lives Coordinator will support residents to maintain their tenancy, develop a sense of belonging and sustain their home environment, while also providing person-centred support around health, wellbeing, finances, relationships, recovery and personal goals.

The Winter Shelter provides a safe and supportive environment for people experiencing homelessness, operating from the same values-led approach of dignity, compassion, harm reduction and trauma-informed support.

Working from a trauma-informed, strengths-based and harm-reduction approach, the post holder will recognise that stability comes before change. They will build trusting relationships, support residents and guests to manage risks, address housing-related challenges and work creatively with individuals and partner agencies to achieve positive outcomes.

Housing Support and Tenancy Sustainment

• Provide housing-focused support to residents living at Jubilee House, promoting stability, independence and long-term tenancy sustainment.
• Support residents to maintain a safe, clean and positive living environment, recognising the impact trauma, health and life experiences can have on this.
• Work alongside residents to address issues including property damage, neighbour relationships, anti-social behaviour concerns and tenancy-related risks.
• Contribute to occupancy management, referrals, housing benefit applications, move-on planning and ensuring the service continues to meet the needs of individuals with complex lives.
• Promote a balance between resident choice and responsibility, ensuring the service remains safe and sustainable.

Relationship-Based Support

• Build consistent, trusting and respectful relationships with residents at Jubilee House and the Winter Shelter.
• Provide person-centred, trauma-informed and compassionate support tailored to individual needs.
• Recognise and respond to the impact of trauma, homelessness, exclusion and adverse life experiences.
• Work alongside individuals to identify strengths, aspirations and personal goals.
• Promote independence, choice and control, ensuring people are involved in decisions about their own lives.
• Support individuals with practical needs including benefits, finances, appointments, health, wellbeing and community connections.
• Advocate alongside individuals to improve access to services and remove barriers.
• Develop, implement and regularly review personalised support plans, risk assessments and safety plans.
• Work collaboratively with individuals and partner agencies to identify, assess and manage risks.
• Respond calmly and safely to crisis situations using de-escalation strategies and trauma-informed approaches.
• Identify safeguarding concerns, follow organisational safeguarding procedures and report concerns to the Designated Safeguarding Lead.
• Complete safeguarding referrals, incident reports and relevant documentation.
• Contribute to multi-agency meetings, including MEAM and safeguarding forums where required.
• Develop effective working relationships with housing, health, substance use, safeguarding, social care and community partners.
• Challenge barriers within systems where they prevent people accessing appropriate support.
• Maintain up-to-date knowledge of local services, referral pathways and community resources.