Support Worker - Montfort House

About the role

Montfort House is a 24‑hour supported accommodation service providing 16 self-contained studio flats for adults aged 25+ with histories of long‑term rough sleeping and complex needs.

The service delivers trauma-informed, psychologically informed (PIE), high‑tolerance, accommodation‑based support, working with residents who may present with multiple and complex needs, including substance misuse, mental ill health, offending histories, physical ill health, neurodiversity, and self‑neglect/hoarding behaviours.

Support is person-centred, relational and risk‑led, balancing inclusion with robust safeguarding, property management and clear boundaries to maintain safety and service sustainability. Summary of role.

To provide high‑quality, trauma‑informed accommodation‑based support to residents of Montfort House, helping individuals to stabilise, reduce risk, engage with health and recovery services, sustain their accommodation, and progress towards realistic move‑on outcomes.

The Support Worker will contribute to maintaining a safe, respectful, and psychologically informed environment, and will deliver consistent day‑to‑day support through key working, practical assistance, wellbeing checks, and coordinated multi‑agency work.

Provide excellence in all areas of service delivery to residents and uphold dignity and respect at all times.

• Build safe, boundaries, professional relationships using trauma‑informed and psychologically informed (PIE) practice, recognising that behaviour can communicate unmet need and distress.
• Support residents to engage at a pace aligned to readiness and risk, promoting stabilisation and recovery without making support conditional on abstinence (beyond safety requirements).
• Contribute to meaningful activities and engagement opportunities that reduce isolation and support wellbeing.
• Maintain accurate, timely, and objective case records and ensure all information is stored and shared securely in line with organisational procedures.
• Identify, respond to, and elevate safeguarding concerns appropriately using required systems and procedures.
• Respond to incidents effectively, prioritising the safety of residents, staff, visitors, and the building, and ensuring sensitive, trauma‑informed responses.
• Support the service’s robust risk framework, including dynamic updates following incidents and regular risk reviews.
• Promote and support engagement with health and specialist services, including adult social care, mental health services, probation and substance misuse services, as required.
• Work within a harm‑reduction approach to substance use, supporting safer choices and engagement with treatment services when residents are ready.
• Liaise effectively with internal and external partners, representing The Passage professionally at all times.
• Carry out routine welfare checks and contribute to safe service delivery across a 24‑hour staffed environment.
• Support operational tasks such as room/flat checks, reporting repairs, and supporting void turnaround activities when required.
• Contribute to maintaining accommodation standards through agreed checks and reporting, supporting the service approach that includes property checks, welfare checks, planned pest control, deep cleans, and fire safety interventions where required.
• Report health and safety hazards promptly and follow organisational procedures to reduce risks relating to fire safety, hoarding, self‑neglect, and building safety.
• Ensure accurate record keeping using the required case management systems (including maintaining secure files and timely updates).

Support the service’s performance monitoring by completing tasks to a high standard and recording outcomes consistently, contributing to KPI delivery and continuous improvement.

• Participate in supervision, appraisal, training, and relevant internal/external meetings.
• Adhere to all organisational policies and procedures, including Health & Safety, confidentiality, safeguarding, and equality and diversity.
• Undertake duties commensurate with the role as required, recognising that service needs evolve.
• To undertake your role in a professional manner maintaining…