Intensive Support Coach – Complex Needs & Hoarding

Orbit Group; Norwich; On-site; GBP 26,000 - 34,000; Full time

Job summary

Orbit is recruiting a Specialist Support Coach to manage a specialist caseload of customers with multiple and complex needs, including hoarding, providing intensive, person-centred support to sustain tenancies, reduce risk and improve wellbeing.

You will work with Community Coaches, alongside our Norwich office, covering the East Anglia area; a driving license and access to your own vehicle will be required.

Qualifications

• Experience delivering intensive support to people with multiple/complex needs (housing, social care or support services).
• Experience supporting hoarding, self-neglect and/or tenancy-related risk. Skilled in assessment, support planning, risk management and safeguarding (including capacity-related considerations).
• Able to work independently and flexibly, managing competing priorities within a high-risk caseload.
• Excellent communication skills; able to manage emotionally demanding situations calmly and professionally, using a firm, empathic and proportionate approach.

Responsibilities

• Manage a specialist caseload of customers with complex needs (e.g., hoarding, mental health, neurodiversity, substance misuse, domestic abuse, offending history and self-neglect).
• Complete comprehensive assessments and develop tailored support plans; provide 1:1 ongoing support to sustain tenancies and improve outcomes.
• Carry out home visits where appropriate to complete assessments, deliver support and review progress.
• Coordinate referrals and contribute to the Better Days programme, working with operational teams to ensure a smooth customer journey.
• Build and maintain effective partnerships and referral routes with local services (including local authority, safeguarding and hoarding services) and represent the organisation at internal and external meetings.
• Lead and contribute to multi-agency working, coordinating actions across partners and internal operational teams to manage risk and achieve agreed outcomes.
• Maintain accurate, timely and confidential case records on the customer management system, meeting agreed service standards and information-sharing requirements.
• Monitor and report on activity and impact; provide insight on trends, gaps in services, emerging needs and risk to support service improvement.
• Handle challenging conversations and behaviours professionally, balancing firm, proportionate challenge with empathy and support.
• Work in line with organisational policies and legislation, including health and safety, safeguarding, equality and diversity, data protection and the Code of Conduct.

Skills

Intensive support

Hoarding experience

Self-neglect experience

High-risk caseload

Communication skills

Equality & inclusion

Enhanced DBS

Housing law knowledge

Housing qualification

Education

Housing or Social Care qualification

Job description

Orbit is recruiting a Specialist Support Coach to manage a specialist caseload of customers with multiple and complex needs, including hoarding, providing intensive, person-centred support to sustain tenancies, reduce risk and improve wellbeing.

You will work with Community Coaches, alongside our Norwich office, covering the East Anglia area; a driving license and access to your own vehicle will be required.