Support Worker - Swansea Shoreline


The Wallich is a homelessness charity delivering innovative housing and support services to homeless and vulnerably housed people. The Organisation formed in 1978 in Cardiff and now supports around 8000 people a year across Wales. Our work falls into four principal areas:

1. Residential supported housing projects, including direct access hostels, emergency night shelters and accommodation for people with specific issues such as substance misuse, youth services etc.

2. Floating (Tenancy) support projects in which we support people who have tenancy difficulties, sometimes with a contributing health or other need, and are in danger of losing their homes.

3. Prevention or intervention projects supplied through Homelessness Prevention Grant funding which are a broad range of services that prevent homelessness or make life better for homeless people.

4. Participation and Progression services, which are embedded in all our projects enhancing support through providing opportunities for Service Users to take an active part in their community. These services include those designed to enable people to move into meaningful activities including employment and training opportunities.

The Wallich’s values are of empowerment and treating people with dignity, respect and unconditional positive regard. The Wallich is committed to providing services that are trauma informed and delivered with Psychologically Informed Environments (PIE) at the heart of its support. A PIE is an approach to supporting people out of homelessness whilst making significant and positive progress in overcoming trauma, substance misuse and mental illness. It also considers the psychological needs of staff: developing skills and knowledge, increasing motivation, job satisfaction and resilience. At the heart of what we do are the people we support, who are actively and meaningfully involved in their own support and encouraged to participate in the design, development and delivery of services.

Project Description

The project is located in Swansea and works with long term street drinkers. The service provides residential support with the aim of meeting individuals’ needs, which promote independence and lead to a sustainable move-on. The project is funded through the Supporting People Programme Grant and is required to meet the Welsh Government’s National Outcomes Framework. The Framework’s four main aims are:

  • Promoting Personal and Community Safety
  • Promoting Independence and Control
  • Promoting Economic Progress and Financial Control
  • Promoting Health and Wellbeing

Purpose of Role

To provide residential support that enables and empowers Service Users to address housing and/or personal difficulties, build their skills and confidence, and ultimately improve their ability to maintain their future accommodation. The support will not create or increase dependence. It will ‘do with’ rather than ‘do for’, so it’s likely that support will involve accompanying Service Users initially, in order to familiarise them with an activity or appointment. Support will help people improve their control, understanding and involvement in dealing with the issues that affect them, and assist Service Users to achieve their preferred outcomes. In addition, to assist with the housing management needs of the project ensuring the delivery of a safe, secure and effective service.

This role is subject to an enhanced DBS Disclosure.

Main Duties, Responsibilities and Person Profile

Main Duties and Responsibilities

1. To provide support to the residents of the project.

a. To ensure that Service Users are aware of the mission, aims and objectives, policies and procedures of the projects and the duties, responsibilities and obligations of staff.

b. To ensure that all Service Users are treated fairly and afforded equality of opportunity.

c. To ensure that Service Users’ needs are met through the consistent application of the Wallich’s model of support.

d. To support Service Users with particular reference to:

  • Assisting with the delivery of project inductions to new Service Users.
  • Carrying out the day to day tasks and activities of Service Users’ support plans.
  • Applying the basic principles of various conversational and psycho-social intervention skill sets to the benefit of Service Users (i.e. Solution Focused working and Motivational Interviewing).
  • Providing information, advice and guidance that enable Service users to make informed decisions about their needs and support.
  • Enabling Service Users to have a means of expressing their views and that this expression receives appropriate consideration.
  • Actively involving Service Users in their support
  • Actively involving Service Users in the project and/or organisation.
  • Assisting with referrals to and liaising with relevant agencies and individuals with or on behalf of Service Users.
  • Assisting Senior Support Workers (SSW) in reviewing needs and support plans and updating the relevant records with authorisation from a SSW.
  • Assisting SSW in reviewing risk assessments and updating relevant records with the authorisation, or in the absence, of a SSW.
  • Discussing and observing Service User’s levels of control, understanding and involvement (CU&I) and updating the relevant records with authorisation from a SSW.
  • Representing and advocating with/for Service Users.
  • Assisting with a realistic, manageable and controlled planned service withdrawal.

e. To maintain accurate and up to date records of Service Users’ issues and support according to procedure.

f. To maintain regular communication with Senior Support Workers relating to the need for changes to Service Users’ needs and risk assessments and support plans.

g. To ensure that the service standards set out in the organisational document ‘Great Expectations’ are met or exceeded.

2. To assist in monitoring the effectiveness of the projects.

a. To assist with the gathering of information relating to objectives and targets.

b. To ensure that records of Service Users accessing the service are maintained.

c. To provide statistics and other information as requested.

3. To assist with the project’s housing management functions.

a. To assist with the induction of Service Users into project and provide and explain the required information.

b. To assist with the issuing of occupancy agreements in line with current legislation/procedure.

c. To assist Service Users in completing Housing Benefit applications.

d. To collect service charges and rent (where appropriate).

e. To assist with facilitating residents’ house meetings.

f. To address and report maintenance issues in line with the Maintenance Policy.

g. To assist with Health and Safety monitoring and checks in line with legislation, policy, and organisational requirements.

h. To ensure good standards of cleanliness and hygiene are maintained at all times.

i. To actively encourage residents’ involvement in appropriate housing management functions.

j. To address all issues to maintain a safe and pleasant environment.

k. To assist in implementing the Service Users’ Warning procedure as directed by Senior Support Workers and Managers.

l. To assist with room/property inspections, and planning and preparing for move-on/in.

4. To assist in the overall running of the project.

a. To work in line with all Wallich policies and procedures.

b. To participate in own supervision.

c. To undertake relevant training

d. To develop links with voluntary and statutory bodies in furtherance of the organisation’s work and for the benefit of the Service User.

e. To report to manager regularly informing him/her of issues arising during the course of the work that require policy decisions.

f. To ensure adequate administrative records are kept.

g. To ensure the maintenance of good standards of cleanliness, hygiene and adherence to Health and Safety regulations.

h. To take part in all aspects of lone working as directed by the policy.

i. To partake in a team handover where applicable.

j. To undertake other duties within the remit of the post.

5. Other

a. To work and travel across Swansea and further afield as and when required.

The list of duties and responsibilities is not an exhaustive one and may be varied from time to time by the organisation. This job description is subject to regular review.

Person Profile

1. Knowledge

a. Basic knowledge of Homelessness Law, the Criminal Justice System and DWP Benefits.

b. Basic knowledge of how complex needs, such as substance misuse and mental health, can affect individuals and their vulnerability.

c. Basic knowledge of how your personal life can affect your own performance and attendance.

d. An understanding of the need for professional boundaries.

2. Experience

a. Experience of working with vulnerable people.

b. Experience of housing related support or homelessness (this can be from a personal perspective).

c. Experience of delivering support is desirable.

d. Experience of recording your work in paper or digital systems is desirable.

e. Experience of engaging with diverse people in a non-judgemental way.

f. Experience of dealing with challenging situations.

3. Other

a. Confident and able to lone work on own initiative.

b. Driving licence and own vehicle is essential.

c. Ability to communicate in Welsh is desirable but not essential.

Please note: Due to the on-going COVID-19 situation The Wallich are currently undertaking interviews via video calling. We will be keeping this under constant review and hope to be able to commence standard interviewing again soon.


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