Mission and values The Good Shepherd supports disadvantaged people in Wolverhampton to end homelessness, recover, build independence and move out of poverty. We provide food, practical help, one-to-one and group support, accommodation support, training and pathways into employment. Our core values are hospitality, compassion, and respect. We recognise each person's dignity and potential for growth, and we deliver services in a person-centred way. Role Summary The Administrator will provide administrative and operational support to WHIRS, a partnership between Good Shepherd and Recovery Near You supporting people who are rough sleeping, recently housed or at risk of returning to rough sleeping. The post holder will coordinate referrals, records, appointments, meetings, data, reporting, partner communication and service-user feedback to help ensure the project is organised, safe, responsive and able to evidence outcomes. Main Duties Service Management & Coordination · Offer daily administrative assistance to the WHIRS diverse team and collaborating partners. · Oversee referrals, scheduling, reviews, and follow-up tasks, ensuring precise record-keeping and proper information distribution. · Uphold effective office systems, digital folders, contact directories, schedules, calendars, action logs, and project files. · Organize agendas, document minutes, record actions, and distribute notes for meetings and case discussions. Referral, Case Documentation & Data Management · Log referrals, contacts, appointment results, interventions, and follow-up actions using approved systems. · Aid in accurate documentation of homelessness, treatment, recovery, health, accommodation, and engagement outcomes. · Keep clear, confidential, and auditable records in compliance with GDPR and organizational standards. · Assist staff in identifying missing details, incomplete records, or data quality issues and support timely corrections. Data Handling, Monitoring & Reporting · Enter, gather, and track project data to showcase activities, outcomes, demand, trends, service reach, and impact. · Assist in preparing reports for managers, commissioners, funders, partners, and evaluation purposes. · Help demonstrate progress against treatment, recovery, housing stability, health, harm reduction, engagement, and co-production goals. · Maintain spreadsheets, dashboards, or monitoring tools as needed, ensuring information is precise and ready for review meetings. Collaborative Work & Communication · Serve as a professional administrative contact for WHIRS inquiries, providing appropriate responses and directing to suitable team members or partner agencies. · Facilitate communication among Good Shepherd, Recovery Near You, homelessness, health, accommodation, and broader partner services. · Organize and support multi-agency meetings, consultations, and review sessions to integrate homelessness, health, treatment, and recovery pathways. · Foster positive working relationships with internal teams, external agencies, and partner organizations, ensuring messages and actions are relayed promptly. Outreach, Treatment, Recovery & Health Pathway Assistance · Aid in swift access to treatment pathways through appointment coordination, follow-up tracking, and session management. · Support the organization of harm reduction activities, health interventions, recovery aid, peer mentor participation, and referrals into mainstream pathways when suitable. · Help with practical arrangements for community-based delivery, including outreach sessions, in-reach to accommodation services, and appointments at Good Shepherd or partner locations. · Monitor engagement, attendance, missed appointments, re-engagement efforts, and transitions between WHIRS and broader support pathways. Co-Creation, User Feedback & Lived Experience · Facilitate consultation and feedback activities with individuals accessing WHIRS and those with lived experience. · Assist in organizing forums, surveys, feedback sessions, peer-led activities, lived experience involvement, and consultation events. · Gather feedback themes and support the team in identifying strengths, gaps, barriers, and opportunities for service enhancement. · Ensure the service-user voice and lived experience feedback are documented and utilized to guide the ongoing development of the WHIRS model. Person Specification Qualifications Essential · Good standard of general education, including English and Maths, or equivalent experience. · Relevant administrative, business support, health and social care, housing, substance use or voluntary sector qualification, or equivalent experience. Desirable · Training in safeguarding, confidentiality, data protection, equality and diversity, information governance or trauma-informed practice. · Relevant IT, business administration or data management qualification. Experience, Knowledge & Skills Essential · Experience of providing administration or business support within a busy service environment. · Experience of maintaining accurate records, databases, spreadsheets, files or monitoring systems. · Experience of organising meetings, preparing agendas, taking minutes and tracking actions. · Experience of handling confidential information and following data protection requirements. · Strong IT skills, including Microsoft Word, Excel, Outlook and electronic record systems. · Ability to communicate professionally with staff, service users, volunteers, partners and external agencies. · Ability to manage competing priorities, work to deadlines and maintain attention to detail. · Understanding of safeguarding, professional boundaries, confidentiality and the importance of accurate record keeping. Desirable · Experience working in homelessness, housing, health, substance use, recovery, mental health, criminal justice or voluntary sector services. · Experience supporting multi-agency projects, partnership meetings or commissioner / funder reporting. · Experience of collating monitoring information, outcomes, feedback or evaluation evidence. · Understanding of rough sleeping, addiction, harm reduction, recovery pathways, trauma-informed practice and the barriers faced by people with complex needs. Abilities and attributes Essential · Strong organisational and communication skills. · Ability to manage own time, prioritise tasks and maintain accountability for work. · Ability to collate information and support the preparation of clear project reports. · Ability to work collaboratively with internal teams, external partners and multi-disciplinary colleagues. · Ability to work non-judgementally with people experiencing homelessness, addiction, poor health and complex needs. · Cultural awareness and commitment to equity, inclusion and accessibility. · Adopt a person-centred, trauma-informed and strengths-based approach. · Work proactively and flexibly in a changing project environment. · Open minded and willing to develop professionally. Desirable · Experience working with marginalised groups, people experiencing rough sleeping, people using substances, or people with multiple and complex needs. · Commitment to recovery-focused, harm reduction and co-production approaches. · Ability to contribute ideas for improving administrative systems, monitoring tools and service processes. TPBN1_UKTJ
Administrator – Wolverhampton Homeless Integrated Recovery Service (WHIRS) employer: Good Shepherd Services
The Good Shepherd Wolverhampton is an exceptional employer dedicated to making a meaningful impact in the community. With a strong focus on inclusion and wellbeing, employees benefit from a supportive work culture that fosters collaboration and personal growth. Located in a vibrant area, the organisation offers unique opportunities to engage with diverse groups, ensuring that every team member plays a vital role in driving positive change.
