Job Title: Homelessness Caseworker (Complex Needs)
Hours: 37.5 hours per week (including one evening outreach; flexibility required)
Salary: £26,325
Contract: Fixed term (12 months) with potential extension. Start date 28th September 2026
Responsible To: Services Manager & Project Manager
Location: HTH HQ (2 Eldon Street, Leicester, LE1 3QL) & community-based
ABOUT HELP THE HOMELESS LEICESTER (HTH)
Help The Homeless Leicester is a frontline, responsive charity delivering high-impact support to individuals experiencing homelessness and multiple disadvantage. Our model is built around flexibility, assertive engagement and addressing systemic barriers.
We work with some of the most complex cohorts in Leicester, including:
- Entrenched and repeat rough sleepers
- Individuals engaged in street lifestyle activity
- People with co-occurring mental health, substance use and offending histories
- Individuals excluded from mainstream provision
Our services include assertive outreach, triage and crisis response, intensive casework, private rental sector access and resettlement support for asylum seekers in Home Office accommodation.
We recognise that change is non-linear. Our approach is trauma-informed and relationship-based, requiring staff to work creatively within high-pressure environments.
This is a demanding but highly rewarding role, best suited to individuals who are comfortable working in complex, fast paced environments and committed to long-term, relationship-based change.
ROLE PURPOSE
This role combines triage, crisis intervention and intensive casework. You will act as both a first point of contact and a lead worker for complex individuals.
The primary focus of this role is supporting the street lifestyle cohort and individuals experiencing long term homelessness and multiple disadvantage.
There is also an opportunity to develop skills and contribute to resettlement support for asylum seekers in Home Office accommodation where required, providing flexibility across services.
Much of the work is reactive — responding dynamically to emerging risks, changing situations and evolving support needs. Alongside this, you will deliver structured interventions where appropriate.
This role requires a high level of resilience and long-term persistence. Many individuals you will support experience repeated setbacks, including disengagement, relapse and crisis presentations.
Progress is often non-linear. You will be expected to remain consistent, maintain professional boundaries and continue engagement over sustained periods of time, even where change is slow or unpredictable.
KEY RESPONSIBILITIES
Triage and Crisis Response:
- Act as first point of contact for high-volume and repeat presentations
- Assess risk, urgency and need in real time
- Provide crisis intervention and de-escalation
- Maintain a safe, calm and trauma-informed environment
Complex Casework:
- Manage a caseload of individuals experiencing long term homelessness and multiple disadvantage
- Maintain engagement with individuals over sustained periods, including through disengagement, relapse and repeated crisis presentations
- Deliver a mix of structured and responsive, person-centred support, adapting to rapidly changing needs and circumstances
- Work persistently with individuals whose progress may be slow, non-linear or inconsistent
- Maintain professional boundaries while continuing to offer consistent support
- Demonstrate persistence and consistency in the face of setbacks, maintaining a long-term approach to change
Housing and Move-On:
- Support access to housing pathways including private rental sector, supported and social housing
- Challenge systemic barriers including arrears, local connection and benefits issues
- Advocate for service users within housing systems
Outreach and Street Engagement:
- Deliver assertive outreach sessions
- Engage rough sleepers and the street lifestyle cohort
- Facilitate access to accommodation and support
Asylum Resettlement Support (Development Opportunity):
- Contribute to resettlement support for asylum seekers in Home Office accommodation where required
- Build knowledge of asylum support systems and accommodation pathways
- Work alongside colleagues to provide flexible service delivery across cohorts
Multi-Agency Working:
- Work with housing, health, substance use and criminal justice services
- Attend multi-agency meetings and advocate effectively
- Coordinate support to avoid duplication
Risk and Safeguarding:
- Identify and manage risk
- Follow safeguarding and lone working procedures
Administration and Outcomes:
- Maintain accurate records and case notes
- Contribute to KPI delivery and service level agreement reporting
- Track outcomes and progress
PERSON SPECIFICATION
Essential:
- Experience working with homelessness and complex needs
- Knowledge of housing law and welfare systems
- Demonstrated resilience and ability to sustain engagement with complex individuals over time
- Ability to work with setbacks, including relapse, disengagement and crisis, without losing focus or motivation
- Comfortable working with individuals experiencing substance use, street lifestyle and mental and physical health challenges
- Ability to remain calm, boundaried and consistent within high-pressure environments
- Strong engagement and communication skills
- Ability to work independently and within a team
- Realistic understanding that progress may be slow and non-linear, and motivation to work within this
Desirable:
- Experience with private rental sector or outreach models
- Trauma-informed or de-escalation training
- Driving licence
SHIFT PATTERN
Monday to Thursday: 9:30am – 5:30pm
Friday: 9:30am – 2:30pm
Includes one evening outreach session
START DATE 28th September 2026
Pay: £26,325.00 per year
Benefits:
- Casual dress
- Company pension
- Discounted or free food
Work Location: In person
