Senior Support Worker - Intensive Support Domestic Abuse Refuge

The Senior Support Worker is the lead practitioner within their designated intensive support domestic abuse refuge, providing day-to-day operational oversight and support to staff, volunteers and bank staff. Working closely with the Refuge Manager and Deputy Refuge Manager, the postholder ensures the consistent delivery of high-quality, trauma-informed support to women and children fleeing domestic abuse. The role acts as the main point of continuity within the refuge, supporting staff induction, maintaining standards of practice, and contributing to a safe, stable and supportive environment.

Pathway Project is an inspiring place to be, we are a charity with big ambitions and huge energy. We have a bold new strategy and a passion for excellence in service delivery with an eye on growth. Supported by a driven and energetic board of trustees, the new Chief Executive is leading Pathway Project through their ambitious plans. It’s a really fantastic time to join our amazing charity as we move into the next phase of our exciting journey. We are a flexible and supportive employer, committed to the personal and professional development and wellbeing of our employees. We welcome applications from women with lived experience of domestic abuse and from minority or under-represented groups.

We offer the following benefits:

• 25 days paid leave plus statutory holidays (pro rata)
• A competitive pension scheme
• Employee Assistance Programme delivered by Health Assured which offers incredible support to staff and their families

We value our colleagues and are constantly reviewing our policies and practice, looking for ways in which we can better demonstrate this. We also recognise the potential impact of working in this field and provide clinical supervision to all of our employees, whatever their role.

About Pathway Project: We are a domestic and sexual abuse service based in Lichfield & Tamworth, Staffordshire. We offer a range of support services and run two refuges in confidential locations. We have been operating for over 30 years helping adults and children overcome domestic abuse, and to build a future where they live in safety and are free from fear. Since our founder, Kathy Coe MBE, created Pathway Project, we have helped over 25,000 people, with 5,814 hours of support provided in the last year. We offer a wide range of services, including adult and children outreach and community support, mental health, wellbeing and financial advice. We support the relatives of those who have experienced domestic and sexual violence and offer specialist counselling, advocacy and care to all who need us. Pathway Project believes in working as a cohesive team and are service user led. Our helpline is access to all and is open 24 hours a day, 365 days a year.

Job Summary:

• Working hours: 37.5 hours
• Salary: £26K
• Base: South Staffordshire
• Responsible To: Intensive Support Refuge Manager (DUAL SITE)
• Responsible for: Volunteers and Bank Staff.
• Contract: Permanent

This post is open to women only, under the Equality Act 2010 pursuant to Schedule 9, Part 1. We value diversity and are committed to ensuring that our organisation is an inclusive place to work. We encourage applications from women from all backgrounds and communities and actively welcome applicants from Black, Asian, or other ethnic minority backgrounds and women with a disability.

KEY RESPONSIBILITIES:

• Refuge-Based Operational Oversight
• Act as the senior on-site lead within the refuge on a day-to-day basis.
• Ensure accommodation is clean, safe and well maintained, including oversight of cleaning rotas and shared spaces.
• Report maintenance and Health & Safety issues promptly and support liaison with landlords and contractors.
• Act as the main point of contact within the refuge in the absence of the Refuge Manager or Deputy.
• Be the first point of contact for internal refuge complaints and escalate appropriately.
• Chair house meetings with service users.
• Support Health & Safety processes, including fire drills.

Service User Support & Boundaries:

• Provide high-quality one-to-one emotional and practical support to women and children.
• Ensure service users understand and adhere to licence agreements and house rules.
• Make recommendations regarding warnings, licence breaches or evictions.
• Support or deliver warnings and evictions where required, under the direction of management.
• Support move-on planning and resettlement.
• Represent service users at multi-agency meetings where required.

Staff, Volunteer & Bank Staff Support:

• Act as the day-to-day anchor for refuge staff, volunteers and bank staff.
• Provide advice, guidance and informal supervision to staff during shifts.
• Support induction and buddying of new staff, volunteers and bank staff.
• Support rota awareness and cover arrangements within the refuge.
• Escalate staffing, safeguarding or performance concerns to the Deputy or Manager.

Safeguarding, Quality & Recording:

• Maintain accurate, timely and confidential service user records using Pathway systems.
• Ensure consistent use of paperwork and recording standards.
• Always uphold safeguarding responsibilities and escalate concerns appropriately.
• Support audits, reviews and monthly case discussions as required.

Working Arrangements:

• Work full time on a two-week rota pattern:
• Week 1: Monday to Friday
• Week 2: One weekday off and work either Saturday or Sunday
• Participate in the on-call rota alongside other senior staff.

General Responsibilities:

• Promote Pathway Project’s values, policies and procedures.
• Represent Pathway Project professionally with external agencies.
• Contribute to awareness-raising, training and service development.
• Undertake any other reasonable duties in line with the role.

This job description may be subject to review and amendment. The post holder will be expected to be flexible in her development of the job, and will participate fully, where possible, in all discussions about the nature of her work and the tasks involved. The post holder must have a commitment to the aims of Pathway Project and uphold all agreed policies and procedures.

ESSENTIAL CRITERIA:

• Substantial experience of providing support to women and children affected by domestic abuse, or within a related safeguarding, housing or support setting.
• Experience of working in accommodation-based or intensive support services.
• Experience of supporting staff, volunteers or bank staff in a senior or lead practitioner capacity.
• Experience of managing challenging situations, including conflict, licence breaches or safeguarding concerns.
• Experience of multi-agency working with statutory and voluntary sector partners.
• Experience of maintaining accurate, confidential records and case notes.

• Sound understanding of domestic abuse and its impact on women and children.
• Strong knowledge of safeguarding children and vulnerable adults.
• Understanding of trauma-informed and service-user-led practice.
• Knowledge of equality, diversity and women-only services under the Equality Act 2010.
• Aware of professional boundaries, confidentiality and information sharing.

• Ability to act as a calm, consistent and supportive senior presence within a refuge setting.
• Strong communication skills, with the ability to give clear guidance to staff and advocate for service users.
• Ability to manage difficult conversations and emotionally challenging situations.
• Good organisational skills, including prioritising workload and supporting safe service delivery.
• Ability to work both independently and as part of a leadership team.