Refuge Support Assistant 14 hrs in Caerphilly

Location: Caerphilly, Caerphilly, United Kingdom

Salary: £22,932 per annum pro rata (£12.60/hour)

Contract: Permanent in line with funding – Workplace based

Hours & Working Pattern: 14 hours per week – Saturday 9:30 am–5:00 pm and Sunday 9:30 am–5:00 pm. Team members may undertake additional shifts to cover absences and must work flexibly as required by the charity and the people we support.

Accountable to: Assistant Support Services Manager

Purpose of the post: Assist in the delivery of specialised, holistic support to adults and families who have experienced domestic or sexual abuse, harm and violence.

Specific Responsibilities

• Assist in the delivery of specialist, trauma‑informed support to adults and/or families living in refuge, recognising the impact of domestic or sexual abuse, harm or violence, and responding with empathy, respect, and consistency.
• Contribute to an environment where support is psychologically informed, compassionate, equitable, and grounded in integrity, ensuring every individual feels safe, heard, and supported.
• Respond appropriately to safeguarding concerns in line with legislation and organisational policies, maintaining a trauma‑informed approach and reporting concerns to the line manager without delay.
• Carry out Initial Contact Assessments, working alongside refuge or on‑call colleagues to identify support options that best meet the individual's needs and preferences, prioritising need and risk.
• Support individuals to access refuge, including arranging transport if needed, offering a warm and respectful welcome, meeting immediate needs (e.g. donated clothing, food), and helping them settle into their accommodation.
• Assist individuals in understanding and completing initial paperwork in a timely and supportive manner, including licence agreements, House Expectations, housing benefit claims, and service charge arrangements.
• Undertake basic support activities, as requested by a Support Worker or senior colleague, in line with an individual’s support plan, needs assessment, risk assessment, safety plan and licence agreement/contract.
• Support individuals to maintain their licence/contract agreement through reflective, strengths‑based conversations around any minor breaches, escalating serious concerns to senior colleagues.
• Keep Routes to Support updated with current refuge vacancies to support access and referrals.
• Facilitate opportunities for connection and community among residents, including inclusive evening and weekend communal activities.
• Ensure contributions to records are factual, person‑centred, accurate, timely, and confidential, using Cyfannol’s Case Management System and other internal records.
• Encourage and support adults and children to have a voice within Cyfannol and the wider sector, for example by completing surveys, sharing feedback, and participating in relevant events.

Out‑of‑Hours Response

• Respond to all out‑of‑hours phone calls from the Live Fear Free Helpline, other refuges or Tier 2 and 3 on‑call colleagues across Cyfannol, ensuring effective communication and continuity of support across the team.
• Undertake assessments for refuges, with support from on‑call colleagues, to make timely and safe decisions based on individual need and risk.
• Provide support to colleagues and residents in the event of an incident or emergency at another refuge, contributing to a coordinated and calm response.
• Liaise with 2nd and 3rd tier colleagues as needed, ensuring effective communication and continuity of support across the team.
• Complete handovers at the end of each shift, both face‑to‑face and via email, to ensure consistency, safety and shared understanding across the team.

Housing Management

• Contribute to the creation of a safe, welcoming, clean, and calm refuge environment that supports wellbeing and dignity.
• Carry out routine monitoring of CCTV and security systems to help maintain a secure setting for residents and staff.
• Complete and record daily and weekly health and safety checks as directed by the Facilities Coordinator, ensuring refuge spaces meet required standards.
• Ensure communal areas are safe and secure before the start of sleep‑in shifts, creating a settled environment for the night.
• Report repairs and maintenance issues promptly, liaising directly with landlords or housing associations, and involving the Facilities Coordinator when needed.
• Provide access to contractors attending the building and monitor their presence to ensure safety and accountability.
• Advise line manager of any needs relating to furnishings, equipment, or refuge infrastructure.
• Monitor stock levels of consumables and first aid supplies, supporting the ordering process as needed.
• Support Cyfannol’s carbon reduction goals by switching off lights and equipment not in use and promoting sustainable practices.
• Ensure recycling and refuse are ready for collection on designated days, and support residents to engage with these routines.
• Clean private bedrooms/flats between occupancies as promptly as possible to prepare for Routes to Support listings.
• Wash and change bed linen, towels, cot bedding, and similar items between occupancies to maintain hygiene and comfort.
• Clean communal areas when necessary to uphold standards and minimise health and safety risks, including monitoring residents’ recycling and refuse removal.
• Facilitate ‘motivational cleaning’ activities with residents when appropriate, using a strengths‑based and non‑judgmental approach.
• Liaise with community neighbours when necessary, seeking guidance from your line manager to ensure respectful and constructive communication.

General Responsibilities

• Actively contribute to the achievement of Cyfannol Women’s Aid’s Mission, Vision, Aims, Goals and Objectives, ensuring your work reflects our commitment to trauma‑informed practice.
• Demonstrate and positively promote Cyfannol’s core values of compassion, integrity, and equity in all aspects of your role.
• Proactively promote equality of opportunity, challenging and addressing discriminatory practices wherever they arise.
• Represent Cyfannol Women’s Aid in a professional manner, enhancing the organisation’s reputation.
• Participate fully in team meetings, management supervision, clinical supervision and relevant training to support continuous learning and development.
• Work in accordance with Cyfannol’s policies and procedures, ensuring safe, ethical, legally compliant and consistent practice.
• Contribute to Cyfannol’s environmental goals by participating in carbon‑reducing initiatives, including the organisation’s pledge campaign.
• Undertake any other reasonable duties required to support the effective delivery of support services and the wider aims of the organisation.

A current valid driving licence, access to a car and insurance covering business use is needed. Due to the nature of these roles, they are only open to female applicants (Exempt under the Equality Act 2010, pursuant to Schedule 9, Part 1).

Closing Date: 20th February 2026