Service Co-Ordinator – PATH in City of Westminster

About the role

Service Overview

The Westminster Integrated Singles and Outreach model aims to align the outreach, rough sleeping and statutory homelessness services within the borough. The Homeless Hub Network (HHN) is crucial to the delivery of Westminster City Council’s strategic vision for the provision of advice and support for those experiencing, or at risk of experiencing, homelessness. The HHN is a collaborative partnership between Westminster’s statutory service for single people experiencing homelessness and The Passage, who provide the Hub Support Team (PATH – Prevention Advice Transformation Hub team).

As the Hub Co-Ordinator you will lead on the day-to-day operational delivery of the Hub service, as well as manage a team of Enhanced Resettlement Workers and reception staff. You will also be required to carry a small caseload of complex service users. You will ensure that the service provided by the PATH Team is person-centred, that cases are effectively managed, and that the Hub is an efficient, safe and welcoming space.

Main duties

• To line manage Enhanced Resettlement and reception workers, ensuring that they deliver a psychologically informed and person-centered service to our clients.
• To ensure that a high standard of case management and record keeping is maintained for clients referred to PATH in accordance with Partnership policies, procedures, and GDPR legislation.
• To ensure that the Hub space is well managed and GDPR compliant.
• To deliver to staff, and participate in, regular supervisions and annual appraisals, and help identify your own and your team’s job-related development and training needs.
• To work closely with the Hub Service Manager and Senior Service Manager to devise and implement staff support structures and procedures, including case reviews and case management, to ensure that all staff are equipped with the necessary skills and support in carrying out their client work in a person-centered way and in partnership with Westminster Council.
• To work closely with the Service Manager to ensure that the working environment is safe, incidents are effectively managed and reported, and that the public facing service is sufficiently staffed, including managing a monthly staff rota.
• To participate as required in regular meetings with partners to improve collaborative working, including attending operational partnership meetings as appropriate.
• To provide information and data for internal and external project reports and to look at how the service can further develop from report findings.
• To support a small caseload of complex clients.
• Keep and maintain accurate casework records on Hope and Inform.
• To deputise for the Service Manager in their absence.
• To undertake any other duties/projects that are commensurate with the role.

Key Responsibilities

• With your line manager, to continuously develop the role to ensure that all tasks are being undertaken in an effective and appropriate manner which meets the strategic aims and objectives of The Passage and the Homeless Hub Network.
• To participate in internal/external meetings as required, and attend training events, conferences, and other functions as necessary.
• To participate in regular supervision, reflective practice, and annual appraisal, and help in identifying your own job-related development and training needs.
• To ensure that all The Passage and Partnership policies and procedures are being adhered to, particularly those relating to Health and Safety, Code of Practice Data Protection and Confidentiality.
• To contribute to the effective implementation of The Passage’s EDI Policy.
• To undertake your role in a professional manner maintaining a high-quality standard of work, and to always work in accordance with the aims, values, and ethos of The Passage and the Partnership.
• Undertake any other duties that may be required which are commensurate with the role.

Desired Experience

• E1 – Experience of providing person centered service to clients in a psychologically informed manner.
• E2 – Experience of working collaboratively with others, including partner, voluntary, statutory, and private sector agencies.
• E3 – Experience of assessing client needs and delivering psychologically informed interventions to ensure client needs are identified and met.
• E4 – Experience of working within a team to achieve strong and effective relationships with others to achieve organisational aims and objectives.
• E5 – Experience of monitoring outcomes and report writing.

Desired Knowledge

• K1 – An awareness of the issues that street homeless and vulnerable people face.
• K2 – An awareness of the main housing legislation and housing options, relating to homeless and vulnerably housed people.
• K3 – Knowledge of the Homelessness Reduction Act and how that impacts support given to single homeless people.
• K4 – Knowledge of the skills and attitudes needed to support clients within a psychologically informed framework.

Application Closing Date: 15 May 2026