Engagement Support Officer
Organisation: Exeter City Community Trust
Salary: £31,684
Contract Type: Fixed-term, 3 years (August 2026 – March 2029)
Hours: 37.5 hours per week
Reporting to: Head of Services
Location: Civic Centre, Exeter / Community-based across Exeter
Purpose of the Role
To deliver intensive, relationship-based casework support to people experiencing or at risk of rough sleeping in Exeter. The Engagement Support Worker will maintain a caseload of up to 12 individuals at any one time, providing assertive outreach, crisis stabilisation, early intervention, and 12-week resettlement support to people moving into independent accommodation. The successful applicant will also work with members of the project team to establish a social hub and peer programme, including the organising of activities, events, education and employment opportunities for programme participants. This is a frontline, community-based role requiring flexibility, resilience, and a genuine commitment to working with people who have complex and overlapping needs.
Key Responsibilities
Casework & Outreach
- Maintain an active caseload of up to 12 people at any one time, providing intensive, person-centred support
- Deliver assertive outreach to entrenched rough sleepers who disengage from formal services
- Provide early prevention support to individuals at imminent risk of losing their tenancy
- Conduct crisis stabilisation when a participant's circumstances deteriorate rapidly
- Adapt support intensity to individual need - from daily contact for those sleeping rough to regular check-ins for those newly housed
Resettlement Support
- Deliver structured 12-week intensive resettlement support to individuals moving into independent accommodation
- Provide practical assistance with utilities, benefit claims, GP registration, and tenancy management
- Identify emerging problems early and intervene before they escalate to crisis
- Maintain contact with people who have left ECCT's supported housing to prevent isolation and tenancy breakdown
Sport & Community Engagement
- Attend sport sessions (football, kickboxing, swimming) alongside participants to reduce anxiety barriers and support confidence building
- Use sport as an engagement pathway to build trust with individuals who avoid formal appointments
- Support participants to progress to independent attendance over time
Social Hub & Peer Programme
- Support the development and day-to-day operation of the peer-led social hub
- Assist in facilitating Work Club sessions, including CV workshops, job search support, and interview preparation
- Support the delivery of Coffee and Conversation employer engagement sessions
- Contribute to peer volunteer development and support peer mentors in their roles
Partnership & Multi-Agency Working
- Participate in multi-agency meetings and joint case management for complex cases
- Liaise with Exeter City Council housing team, probation, mental health services, Citizens Advice Exeter, and other partners
- Support referral pathways into and out of the programme, reducing duplication
- Attend monthly Exeter Homelessness Forum meetings as required
Recording, Monitoring & Safeguarding
- Maintain accurate, up-to-date case records in line with ECCT recording standards
- Contribute to quarterly data collection and monitoring reports
- Follow ECCT safeguarding policies and procedures, escalating concerns promptly
- Participate in monthly case file audits and six-monthly service user feedback processes
Person Specification
Requirement
Essential
- Experience of working with people experiencing homelessness, rough sleeping, or complex needs
- Experience of delivering casework or key working support
- Knowledge of trauma-informed practice
- Ability to manage a caseload and prioritise effectively
- Strong relationship-building skills with people who disengage from services
- Competent in maintaining case records and data systems
- Understanding of safeguarding principles
- Ability to work flexibly, including occasional evenings
- Full driving licence or ability to travel across Exeter independently
Desirable
- Understanding of the local homelessness system and statutory services
- Experience of assertive outreach or street-based work
- Relevant qualification in health, social care, housing, or related field
Pay: £31,684.00 per year
Benefits:
Work Location: In person
