Support Worker: Access Hub (Glasgow)

The Support Worker role is to support and engage with people to manage and recover their mental health, in line with our trauma‑informed approach. You will help people with safer substance use and assist them with the process when they choose to stop. You will assist our people to build a positive network of connections to enable them to gain and sustain their own housing. As a Support Worker, you will work alongside people impacted by homelessness, addiction, mental health challenges and trauma. You will provide guidance and assistance to help them achieve their goals of securing safe housing and accessing the necessary support to feel secure, manage their challenges and live an independent life free from harm or abuse.

You will be passionate about supporting and changing expectations and experiences of people we support, many of whom have experienced significant trauma, exclusion and stigma. As a Support Worker in homelessness services, you will be instrumental in empowering individuals affected by homelessness, addiction, challenging mental health and trauma. You will provide compassionate, person‑centred support, guiding them towards securing safe and stable housing and developing tools to manage their challenges. Your role is vital in helping people access essential resources, build resilience, and ultimately live a life free from harm and abuse.

As part of our Team, you will be at the forefront of supporting people experiencing, or at risk of, homelessness. You will work collaboratively with partner agencies in a supportive environment. The role involves providing both practical and emotional support, helping individuals to secure accommodation, access benefits, and connect with a wide range of health, wellbeing, and advocacy services. We build strong professional relationships with local authorities, support providers, and other external partners to ensure our support is coordinated and effective. You will adopt a harm reduction approach, providing advice and Naloxone training as needed.

Shift Patterns

• Access HUB: 5 days over 7, 9:00am - 5.00pm
• Outreach Street Team: 5 days over 7, 7:00am - 11:00pm, 12 hour shift/rota basis. These shift patterns may be changed accordingly to meet the needs of the service delivery.

These roles also require a high level of visibility within the Glasgow area and interactions with members of the public to promote our services. You are required to have the ability to walk 10 - 12 miles per day (15,000-20,000 steps) in all weather conditions.

Key Responsibilities

• Develop honest and open relationships with our community that foster trust.
• Exercise our training and reflective practices to develop additional skills to support and respond appropriately to our community who have experienced trauma.
• Work with people with a wide range of experiences and cultural backgrounds with dignity, respect and kindness.
• Work as part of a team with a range of experiences and knowledge to the benefit of our community.
• Support our community to influence their care and support to meet their goals.
• Provide emotional and practical support as required.
• Foster connection, hope, and a positive identity and meaning in life and a sense of control for our community.
• Work with other teams in SCS and with partners to support good outcomes for our community.
• Seek opportunities that will make a difference to our community.
• Any other duties directed by the Service Lead.

Core Competencies

• Planning and Organising: Create and manage personalised support plans for people, prioritising tasks and managing resources effectively to help them achieve their goals. Monitor progress against established goals and adjust support plans as needed to ensure the best possible outcomes. Maintain accurate and detailed records of your contacts using our Netsuite platform throughout your shift.
• Resilience: Advance despite adversity, responding to challenging and difficult situations with a calm, professional, and composed approach. Handle sensitive decisions with compassion and due regard for others, maintaining a positive and proactive attitude.
• Motivation: Act with care and compassion, demonstrating a clear commitment to the role and its importance in empowering individuals to live independently. Bring hope through your words and actions, helping to build trust and change public perception of the causes of rough sleeping.
• Problem Solving: Carefully analyse problems, breaking them down into parts to find practical, person‑centred solutions. Innovate and be creative to find solutions that are a perfect fit for someone, irrespective of their background or the problem they are facing. When someone isn’t at their best, quickly recognise that there may be an underlying issue and find ways to respond with care.
• Teamwork: Work with colleagues in a supportive and collaborative way, fostering team togetherness and a positive, problem‑solving vibe. Be a reliable member of the team, participating actively in group meetings and sharing insights to improve our service continuously. Foster positive relationships with our partners to ensure our support is coordinated and effective.
• Communication & Digital Enablement: Communicate effectively with a range of stakeholders, including service users, partners, and other colleagues, adapting your communication style to be clear, empathetic, and respectful. Encourage the participation and inclusion of the people you support by exploring choices and options with them in an accessible way. Embrace and champion digital inclusion, helping clients, staff, and volunteers to connect, understand, and use digital tools safely. You will use our GSuite, Chromebook, and smartphone to facilitate this. Play an active role in our social media strategy by helping to create blogs, videos, and posts to change society's misconceptions about homelessness.

Person Specification

Training & Qualification

• Essential: SVQ 3 social care or willing to work towards qualification. SSSC registered. Ability to work within the parameters of the SSSC Code of Practice.
• Desirable: Trauma informed practice. ASIST / MHFA / SafeTalk trained. Naloxone trained. Mental health or addictions qualifications. De‑escalation skills.

Experience

• Essential: Experience of providing support to people with a range of challenges: homelessness, mental health, trauma and addictions. Experience of working in a fast‑paced environment which requires quick decision making. Experience in managing and resolving conflict in a safe, calm manner.
• Desirable: Experience of working across multi‑agencies. Networking and connecting skills.

Knowledge & Skills

• Essential: Experience of working with people with a variety of individual and cultural beliefs. Ability to use empathy and relational skills to build positive relationships with our community and colleagues. Understanding of and ability to work within ethical and relational boundaries. Knowledge and understanding of homelessness, addictions and mental health. Evidence of good communication skills, written and verbal. Worked with a range of digital systems.
• Desirable: Understanding of services that support homelessness, addictions and mental health. Use of GSuite systems.

Personal

• Essential: A good team player with the ability to lead by example. Manage adversity while working in a complex ecosystem. Flexible, responsive. Honest, ethical and keen to overcome obstacles. Have the ability to reflect on your practice.
• Desirable: A desire to learn and to develop innovative practice.