Complex Lives Coordinator – Jubilee & Winter Shelter

Complex Lives Coordinator – Jubilee House & Winter Shelter

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.

• Experience of working with people experiencing multiple and complex needs, including homelessness, trauma, substance use, mental health challenges or social exclusion.
• Experience of delivering housing-related support, tenancy sustainment or case management within supported housing, homelessness or similar services.
• A compassionate, empathetic and non-judgemental approach, with a genuine commitment to treating everyone with dignity and respect.
• The ability to build authentic and trusting relationships with people who may have experienced trauma, exclusion or previous difficulties engaging with services.
• An understanding of trauma-informed practice, harm reduction and strengths-based approaches.
• The ability to balance supportive relationships with appropriate boundaries, accountability and housing responsibilities.
• Experience of supporting individuals to maintain accommodation and overcome barriers to tenancy sustainment.
• Confidence advocating alongside individuals to ensure their voices, choices and rights are recognised.
• A calm and grounded approach, with the ability to respond professionally in stressful, emotionally charged or crisis situations.
• Experience managing risk collaboratively and working with individuals with complex support needs.
• A good understanding of safeguarding adults procedures and responsibilities.
• Knowledge of GDPR, confidentiality, consent and appropriate information sharing.
• Confidence using Microsoft Office and electronic case management systems.

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…