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Morgan Hunt UK Ltd; London Borough of Richmond upon Thames; On-site; GBP 30,000 - 36,000; Full time

Job summary

Morgan Hunt UK Ltd in Richmond is recruiting a Hostel Support Worker for a 14-bed, 24-hour supported accommodation service. You will help create a safe, welcoming environment and support residents with complex needs including homelessness, mental health, substance misuse and trauma.

You will build trusting relationships, maintain a small caseload, and document care while following safeguarding rules. The role requires a Monday-Sunday rota with 8am-4pm or 2pm-10pm shifts, contributing to

Qualifications

• Experience supporting people affected by homelessness or rough sleeping.
• Understanding of complex needs, including mental health, substance misuse and trauma.
• Knowledge of safeguarding, risk assessments and incident management.
• Strong communication and relationship-building skills.
• Ability to remain calm, resilient and compassionate in challenging situations.
• Confidence managing challenging behaviour and using de-escalation techniques.
• Ability to work independently and as part of a team.
• Good organisational skills, accurate record keeping and IT confidence.
• Flexibility to work a Monday-Sunday rota.
• Knowledge of local homelessness services and community support networks.
• Understanding of trauma-informed practice and recovery approaches.
• Training in safeguarding, mental health first aid, substance misuse or de-escalation.
• Experience working within supported accommodation or a residential setting.

Responsibilities

• Build positive, trusting relationships with residents using a person-centred, trauma-informed and non-judgemental approach.
• Hold a small caseload, helping residents set goals and work towards greater independence and stability.
• Provide practical and emotional support, encouraging engagement with relevant services and appointments.
• Respond sensitively to challenging behaviour, using de-escalation techniques and maintaining professional boundaries.
• Identify and respond to safeguarding concerns, including abuse, exploitation, self-harm and deteriorating mental or physical health.
• Complete and review risk assessments, safety plans and support plans.
• Respond calmly to incidents, disputes and emergencies, escalating concerns when necessary.
• Maintain a safe and secure environment for residents, staff and visitors.
• Support the smooth running of the hostel during day and evening shifts.
• Carry out room and communal area checks, monitor access and follow health and safety procedures.
• Promote a clean, safe and respectful living environment.
• Manage petty cash, rent floats and relevant operational records accurately.
• Work independently when required, including taking responsibility for the service while on shift.
• Maintain accurate case notes, incident reports and daily records using relevant IT systems.
• Complete clear handovers to ensure continuity of support between shifts.
• Liaise with colleagues, managers and external agencies to coordinate appropriate support.
• Follow confidentiality, GDPR and safeguarding procedures.

Skills

Experience with homelessness

Trauma-informed practice

Safeguarding

Communication skills

De-escalation techniques

Independent and team work

Record keeping IT confidence

Flexibility Monday-Sunday

Mental health & substance misuse

Local homelessness services knowledge

Tools

IT systems

Job description

Location: Richmond, South West London, TW9

Salary: £32,995 per annum

Hours: 37.5 hours per week

Shift Pattern: Monday-Sunday rota, with shifts of either 8am-4pm or 2pm-10pm

About the Role

We're recruiting a

Hostel Support Worker to join a 14-bed, 24-hour supported accommodation service in Richmond.

You’ll play a key role in creating a safe, welcoming and supportive environment for residents, many of whom may have complex needs relating to homelessness, mental health, substance misuse and trauma.

This is a fantastic opportunity for someone passionate about supporting vulnerable adults, building trusting relationships and helping people make positive changes in their lives.

Key Responsibilities

Resident Support & Key Work

• Build positive, trusting relationships with residents using a person-centred, trauma-informed and non-judgemental approach.
• Hold a small caseload, helping residents set goals and work towards greater independence and stability.
• Provide practical and emotional support, encouraging engagement with relevant services and appointments.
• Respond sensitively to challenging behaviour, using de-escalation techniques and maintaining professional boundaries.
• Identify and respond to safeguarding concerns, including abuse, exploitation, self-harm and deteriorating mental or physical health.
• Complete and review risk assessments, safety plans and support plans.
• Respond calmly to incidents, disputes and emergencies, escalating concerns when necessary.
• Maintain a safe and secure environment for residents, staff and visitors.
• Support the smooth running of the hostel during day and evening shifts.
• Carry out room and communal area checks, monitor access and follow health and safety procedures.
• Promote a clean, safe and respectful living environment.
• Manage petty cash, rent floats and relevant operational records accurately.
• Work independently when required, including taking responsibility for the service while on shift.

Record Keeping & Teamwork

• Maintain accurate case notes, incident reports and daily records using relevant IT systems.
• Complete clear handovers to ensure continuity of support between shifts.
• Liaise with colleagues, managers and external agencies to coordinate appropriate support.
• Follow confidentiality, GDPR and safeguarding procedures.

Essential Experience & Skills

• Experience supporting people affected by homelessness or rough sleeping.
• Understanding of complex needs, including mental health, substance misuse and trauma.
• Knowledge of safeguarding, risk assessments and incident management.
• Strong communication and relationship-building skills.
• Ability to remain calm, resilient and compassionate in challenging situations.
• Confidence managing challenging behaviour and using de-escalation techniques.
• Ability to work independently and as part of a team.
• Good organisational skills, accurate record keeping and IT confidence.
• Flexibility to work a Monday-Sunday rota.
• Knowledge of local homelessness services and community support networks.
• Understanding of trauma-informed practice and recovery approaches.
• Training in safeguarding, mental health first aid, substance misuse or de-escalation.
• Experience working within supported accommodation or a residential setting.

What's on Offer?

• Competitive salary of £32,995 per annum.
• Make a meaningful difference to people experiencing homelessness.
• Work within a supportive team focused on dignity, recovery and independence.
• Opportunities for training, development and career progression.
• Help individuals work towards lasting stability and independent living.

Morgan Hunt is an equal opportunities employer.

Job suitability is assessed on merit in accordance with the individual's skills, qualifications and abilities to perform the relevant duties required in a particular role.