Complex Lives Coordinator – Jubilee House & 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.

Our Ideal Candidate

• 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.

Responsibilities and Duties

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.

Administration and Organisational Responsibilities

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 security plans.
• Work collaboratively with individuals and partner agencies to identify, assess and manage risks.
• Respond calmly and safely to crisis situations using de‑scalation 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.

Hours: The role will require flexibility to meet the needs of residents, guests and services. Jubilee House shifts: Weekday shifts: 11:00am – 7:00pm Saturday shifts: 12:00pm – 8:00pm (including alternate Saturdays as part of the rota) Winter Shelter shifts: Day shifts: 9:00am – 5:00pm

Responsible To:

Key Information

Hours: The role will require flexibility to meet the needs of residents, guests and services. Jubilee House shifts: Weekday shifts: 11:00am – 7:00pm Saturday shifts: 12:00pm – 8:00pm (including alternate Saturdays as part of the rota) Winter Shelter shifts: Day shifts: 9:00am – 5:00pm

Salary: £14.50 - £16.50 per hour depending on experience

Responsible To:

Location: Calderdale

Vacancy Published: 31st July 2026

Happy Days UK

Happy Days supports and empowers people who are homeless or in crisis to live independent and purposeful lives by helping them to access the advice and services they need to bring about sustainable change.

A full clean, driving licence with access to a vehicle is essential

This role is subject to an enhanced DBS check and satisfactory references.

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