Assessment and Response Worker

St-Mungo; London Borough of Islington; On-site; GBP 26,000 - 38,000; Full time

Job summary

St Mungo’s StreetLink London is offering a Secondment/Fixed Term opportunity for 6 months to support rough sleepers in London via phone-based assessments and casework. The role will involve responding to calls, conducting telephone assessments and advocating for access to accommodation.

The position requires working 9am to 9pm on a shifted schedule, Monday to Sunday, with early and late shifts. A DBS disclosure check is a requirement for the post.

Qualifications

• Experience in a fast-paced environment delivering assessment, move-on planning and casework.
• Excellent verbal and written communication skills.
• Interest in developing best practice when supporting people over the phone.
• Ability to empower individuals to make positive changes.

Responsibilities

• Answer phone calls from people experiencing homelessness or at imminent risk in London, delivering high-quality customer service.
• Carry out comprehensive telephone assessments, identify immediate and longer-term move-on options and provide ongoing casework over the phone.
• Confidently respond to emergency situations and safeguarding concerns.
• Advocate to ensure clients access the support and accommodation they are entitled to as quickly as possible.
• Work across multiple service workstreams and support volunteers to provide a high-quality service.

Skills

Fast-paced environment

Phone-based assessment

Communication skills

Motivation for best practice

Empower others

Job description

Secondment/Fixed Term opportunity for 6 months

StreetLink London provides phone based assessment, move on planning and casework to people who are rough sleeping in London, supported by volunteers.

Building on St Mungo’s extensive experience of supporting people sleeping rough through a range of face-to-face services, this innovative service aims to reduce the incidences of rough sleeping amongst people who have not slept rough before and increase the speed with which those who have a history of rough sleeping can access support and accommodation.

This service is at the forefront of exciting developments within the sector and is playing a pivotal role in supporting vulnerable people to access rapid assessment and casework so they can find suitable accommodation and continue with their recovery.

As an Assessment and Response Worker you will:

• Answer phone calls from people experiencing homelessness, or at imminent risk of homelessness in London and deliver a high quality of customer service.
• Carry out comprehensive telephone assessments, identifying immediate and longer-term move on options and provide ongoing casework to clients over the phone
• Confidently respond to emergency situations and safeguarding concerns.
• Advocate on behalf of people with relevant statutory and non-statutory services to ensure clients can access the support and accommodation they are entitled to as quickly as possible.
• Work confidently in a fast paced environment and across multiple service workstreams
• Train, motivate and support volunteers so they can provide a high quality, responsive service to everyone contacting StreetLink London.

This role works to a shift pattern between 9am to 9pm, Monday to Sunday. The shifts are split into early shifts (around 9am - 5.30pm) and late shifts (around 12.30pm - 9pm) and are office based.

About you

We think this role will suit someone with:

• Experience of working in a fast-paced environment, providing high quality assessment, move on planning and casework and who is interested in delivering this work in a phone based setting
• Excellent verbal and written communication skills and are able to work with others whilst managing your own time.
• Motivation and interest in developing best practice when supporting people sleeping rough over the phone
• The ability to empower individuals to make positive changes.

Visa sponsorship eligibility

Please note, This role is not eligible for visa sponsorship. Applicants must have existing and ongoing right to work in the UK for the duration of employment.

Please be advised that all appointments will be made on St Mungo’s current standard Terms and Conditions (T&Cs); this also applies to any internal candidates.

Closing date*: 12th November 2026

Interview and assessments: 26th & 27th November 2026

*We may close the advert early should we receive a high volume of applications. Early application is advised.

A DBS disclosure check is a requirement for this post and will be undertaken for the successful candidate.