Case Support Worker

Completed application form

Role: Case Support Worker - Homeless Service Users Support

Hours: 40 hours per week (5 days x 8 hours) Monday to Friday, with occasional flexibility to work outside these hours to meet the needs of the business. The Case Support Team are currently trialing a rotational shift system where team members work 4 x 10 hour shifts (8am-6pm/10am-8pm) across the working week (Monday to Friday). This is subject to change, see applicant Information park for full details.

Salary: Starting salary will be £31,500 per annum. After successful completion of 6 months' probationary period, you will progress to £33,660 per annum.

Having the opportunity to earn further progression steps in increments up to a maximum of £35,000 per annum, dependent upon you taking on, and achieving success in, additional responsibilities and/or specific service-orientated projects, as determined by management.

Job Ref: 09/CSW/10.25

Who Are We?

Queens Quarter Housing Limited is a provider of accommodation and support to single adults experiencing homelessness with multi-complex needs. We work with our stakeholders, N.I.H.E and Supporting People, to provide the Dispersed Intensively Managed Emergency (DIME) accommodation project and support services to our Service Users. QQH manages a number of HMO hostels/properties within the South Belfast area, providing temporary accommodation as well as emergency/crash facilities. The type of accommodation provided varies depending on the individual Service User's specific needs and level of supervision required, ranging from private bedrooms with communal facilities to individual flatlets/bedsits. We operate a Case Management approach and, working in partnership with statutory and voluntary agencies, we seek to promote positive and lasting outcomes for our Service Users as they work towards permanent resettlement in the community.

What will I be Doing?

The Case Support Worker is a crucial role in our organisation, focused on providing targeted and effective support to single homeless Service Users and facilitating access to healthcare, benefits and permanent housing. This position is instrumental in maintaining a case management process with a focus on addressing needs and risk through comprehensive assessments and support plans in line with Supporting People requirements. The role requires a collaborative, multi-disciplinary approach demanding strong communication and organisational skills. Due to the multi-complex needs of our Service Users an empathetic and compassionate approach is essential.

Part 1: Job Description

1. Referrals: Receive and process authorised referrals to the service, efficiently gathering pertinent background information and personal history to allow for timely placement decisions.

2. Induction: Implement QQH Service User induction procedures, ensuring that all essential paperwork is completed.

3. Risk Assessment and Case Management: Evaluate and manage risks associated with Service Users, ensuring timely and appropriate interventions in line with Supporting People guidelines.

4. Support Plans: Draw up and implement, in conjunction with Service Users, support plans to manage their physical and mental health and wellbeing.

5. Keywork: Develop a positive professional relationship with assigned Service Users, arrange regular face to-face meetings to assess, monitor and update support requirements.

6. Intensive Housing Management: Conduct sensitive housing management tasks, including addressing maintenance issues and facilitating housing arrangements, ensuring compliance with the Supporting People framework

7. Benefits Advice and Advocacy: Offer expert guidance on social security and other benefits, assisting Service Users in navigating the benefits system and advocating on their behalf with various agencies.

8. Service User Consultation and Engagement: Actively involve Service Users in decisions related to their support and living conditions, adhering to a policy of transparent consultation as mandated by Supporting People.

9. Move-on Accommodation Strategy: Develop individualised strategies to prepare Service Users for transition to independent living, aligning with Supporting People guidelines.

10. Resettlement Support: Offer guidance and support for Service Users transitioning out of the hostel, ensuring a smooth and sustainable move to more permanent housing.

Please note this is not an exhaustive list of duties or responsibilities. The full job description is contained in the application pack, which is available on our website

Part 2: Person Specification:

The successful candidate must meet the following Essential Criteria:

1. Right to Work Verification: Candidates must present valid documentation confirming their right to work in the UK.

2. Enhanced Background Check: Applicants are required to complete a satisfactory Enhanced AccessNI check and must not be listed on the Vulnerable Adults (Regulated Activity) Barred List.

3. Educational and Professional Background: Candidates must:

• have a minimum of 2 'A' level pass grades/HND qualification or equivalent, and
• have a minimum of 2 years' direct experience as a Support Worker, or of providing support to Service Users in settings with vulnerable populations, such as homeless support environments.

4. In-Depth Legislation Knowledge:

• A comprehensive understanding of the Supporting People legislation and framework in Northern Ireland.
• Relevant knowledge of homelessness support systems eg. NIHE's points system, NI benefits system.

5. Communication Skills: Demonstrated ability to provide effective SU support, including one-to-one engagement, crisis management and active listening

6. Computer Literacy: Proficiency in Microsoft packages, particularly Outlook, Word, and Excel.

7. Empathy: Demonstrable empathy for the challenges faced by homeless individuals.

8. Teamwork and Multi-Agency Collaboration: Proven ability to work effectively with internal teams and various external services (eg. community organisations, healthcare providers and government agencies).

9. Data Management and Compliance: Competence in managing data and adhering to legal and regulatory requirements.

10. Professional Development Commitment: A commitment to on-going professional development in alignment with Supporting People standards.

It is preferable that the successful candidate meets the following Desirable Criteria:

1. Additional Relevant Qualifications:

• A degree in Social Work, Health & Social Care, Psychology, Criminology or other related field.
• Further certifications or qualifications in areas relevant to homelessness, social work, mental health, or crisis management.

2. Experience in Crisis Intervention: Prior experience in handling crisis situations, particularly in settings involving vulnerable populations.

3. Innovative Problem-Solving: Proven track record of creative problem-solving in challenging environments.

N.B. The full essential and desirable criteria may be found on our website at

What Do We Offer?

Salary: Up to £35,000 per annum.

Benefits:

6 weeks of annual leave

Paid Maternity and Paternity

WorkPlace Pension

Private Health Insurance

Access to a confidential Employee Wellbeing & Counselling Programme

Provision of a staff uniform

Structured induction programme

Paid lunch breaks.

How do I apply?

You may obtain an Applicant Information Pack and download an Essential and Desirable Criteria Evidence Form and Fair Employment Monitoring Form from:

Please return your:

• Completed Application Form
• Completed Fair Employment Form

by email to , or by delivered by hand or by post to Queens Quarter Housing, 151 University Street, Belfast, BT7 1HR by 12 midnight on Sunday, 2nd November 2025.

If you have applied to QQH within the last 12 months, and have been unsuccessful, a new application will not be considered unless any subsequent work or voluntary experience during that period is immediately relevant to our job description.

Job Types: Full-time, Permanent

Pay: £31,500.00-£35,000.00 per year

Benefits:

• Company pension
• Health & wellbeing programme
• Private medical insurance
• Referral programme

Application question(s):

• Have you experience working as a Support Worker with the homelessness sector?

Education:

• A-Level or equivalent (required)

Work Location: In person