Temporary for 6 months, commencing 1 st October 2026

The role will require flexibility to meet the needs of residents, guests and services.
Winter Shelter shifts:
Weekday and weekend shifts: 9:00am – 5:00pm
Evening Shifts: 4:30 pm – 9:30 pm
Overnight shifts: 9 pm – 9:30 am

The Complex Lives Coordinator is responsible for delivering high-quality, trauma-informed and person-centred support to adults accessing Happy Days’ Winter Shelter. Working within our High Tolerance Harm Reduction Model, the post holder will support people experiencing homelessness and multiple disadvantage to improve their wellbeing, sustain accommodation where appropriate, reduce harm and work towards their individual goals .
The role requires the ability to build trusting relationships whilst managing complex risk, safeguarding responsibilities and partnership working in a fast-paced environment.

Essential

• Experience supporting adults experiencing homelessness, multiple disadvantage or complex needs. 
• Understanding of trauma-informed practice and harm reduction. 
• Experience managing safeguarding concerns and risk. 
• Ability to work independently and use initiative whilst contributing effectively as part of a team.
• Ability to build positive professional relationships. 
• Excellent communication and organisational skills. 
• Ability to work under pressure and prioritise workload. 
• IT skills, including experience of using Microsoft Office and electronic case management systems.

Desirable

• Knowledge of supported housing. 
• Experience working within a High Tolerance Harm Reduction model. 
• Relevant qualification in Health & Social Care, Housing or equivalent. 
• Knowledge of homelessness legislation and safeguarding procedures.

Support Delivery

• Deliver person-centred, trauma-informed support to individuals experiencing homelessness and multiple disadvantage. 
• Complete assessments, support plans and reviews. 
• Support individuals to access and engage with healthcare, housing, benefits and other support services, including attending appointments where appropriate.
• Support residents to identify their strengths, aspirations and personal goals, promoting independence, wellbeing and positive outcomes.

High Tolerance & Harm Reduction

• Work within Happy Days’ High Tolerance and Harm Reduction Model. 
• Promote safer choices and reduce the risks associated with substance use. 
• Maintain professional boundaries whilst building trusting relationships. 
• Respond positively and professionally to setbacks and relapse using a trauma-informed approach

Safeguarding & Risk

• Complete and regularly review risk assessments, implementing appropriate risk management measures.
• Recognise and respond to safeguarding concerns. 
• Exercise professional curiosity and sound judgement when identifying and managing risk.
• Respond appropriately to incidents and emergencies. 
• Maintain a safe environment for residents, staff and visitors. 

Partnership Working

• Work collaboratively with internal teams and partner agencies. 
• Attend multi-agency meetings where appropriate. 
• Advocate on behalf of residents to improve outcomes. 
• Share information appropriately and contribute to coordinated support planning.

Recording & Administration

• Maintain accurate case records, support plans, reviews and incident reports.
• Contribute to monitoring and service improvement. 

General Responsibilities

• Support the day-to-day operation of the Winter Shelter, including practical tasks that promote residents’ wellbeing and maintain a safe, welcoming environment. 
• Support residents to develop independent living skills and prepare for move-on where appropriate.
• Support referrals, placements and move-on planning. 
• Participate in regular supervision, mandatory training and continuous professional development to maintain and enhance the knowledge and skills required for the role.
• Undertake any other duties appropriate to the role.