Project & Engagement Coordinator in Telford

Location: Shropshire and Telford & Wrekin / county-wide community-based role

Responsible to: Head of Operations and Service at Stay

Responsible for: Intensive Support Workers and associated delivery

Hours: 37.5 hours per week

Contract: Fixed term, linked to project funding

Salary: £32,103 Per Annum

Base: Hosted by Stay, with travel across Shropshire and Telford & Wrekin as required

Job Purpose

The Project and Engagement Coordinator will play a central role in the implementation, coordination and day-to-day delivery of the Partners for Change project. The postholder will help ensure that the project delivers a high-quality, joined-up, trauma-informed and person-centred response to homelessness, rough sleeping, housing insecurity, multiple disadvantage and crisis across Shropshire and Telford & Wrekin. This is both an operational and strategic role.

Key Responsibilities

• Project Coordination and Delivery
  • Coordinate the day-to-day implementation of the Partners for Change project across the partnership.
  • Support the effective delivery of a county-wide, joined-up service for people experiencing homelessness, rough sleeping, housing insecurity, multiple disadvantage and crisis.
  • Help ensure that project activity remains aligned with agreed aims, outputs, outcomes, funding requirements, and partnership commitments.
  • Monitor progress across key areas of delivery and identify issues, risks, gaps, or delays requiring action.
  • Work closely with partner organisations to support consistent and coordinated operational practice.
  • Help maintain clear communication between delivery partners to ensure a seamless and person-centred service offer.
  • Support the practical organisation of meetings, delivery planning, shared actions and follow-up tasks across the partnership.
• Line Management of Intensive Support Workers
  • Provide direct line management to the Intensive Support Workers employed as part of the project.
  • Offer day-to-day leadership, supervision, support and guidance to Intensive Support Workers delivering community-based interventions.
  • Allocate and oversee caseloads, areas of work and priorities to ensure an effective, safe and balanced outreach response.
  • Monitor staff workload, performance, wellbeing and professional development.
  • Carry out regular one-to-one supervision, case discussions, support reviews and appraisal processes in line with organisational policy.
  • Provide reflective practice support and help staff respond effectively to challenging, complex and high-risk situations.
  • Promote consistent standards of trauma-informed, person-centred, strengths-based and professionally accountable practice.
  • Support induction, training, development and ongoing quality improvement within the Intensive Support Worker team.
  • Ensure outreach delivery is well coordinated and responsive to both urgent need and planned support.
• Oversight of Outreach Delivery
  • Oversee the operational delivery of intensive outreach support across Shropshire and Telford & Wrekin.
  • Ensure outreach activity is targeted appropriately towards people who are rough sleeping, homeless, at risk of homelessness, in crisis, excluded from services, or experiencing multiple disadvantage.
  • Ensure support is accessible and responsive for people experiencing multiple disadvantage and for those in crisis.
  • Support the team to deliver holistic assessments, support plans, urgent interventions, advocacy, referrals, and warm handovers.
  • Monitor outreach caseloads, client journeys, and support outcomes to help ensure effective and timely intervention.
  • Help identify patterns of need, service gaps and barriers to engagement, and respond to these through operational planning and partnership discussion.
  • Promote high standards of client engagement, safeguarding practice, risk management, professional boundaries and record keeping.
  • Provide additional support or escalation where cases are particularly complex, high risk or blocked.
• Partnership Working and Multi-Agency Coordination
  • Act as a key operational link between Stay, The Shrewsbury Ark, KiP and other external stakeholders.
  • Build and maintain positive working relationships with local authorities, housing providers, health services, voluntary organisations and community groups.
  • Contribute to a coordinated county-wide response by supporting shared planning, communication and problem solving across agencies.
  • Attend and contribute to partnership meetings, case coordination meetings, strategy discussions and service development forums.
  • Help ensure that referrals, pathways and inter-agency communication are clear, effective and person-centred.
  • Work collaboratively to reduce duplication, close gaps between services and improve continuity of support for clients.
• Monitoring, Data and Reporting
  • Oversee the collection, recording and monitoring of project activity, outputs and outcomes.
  • Support the effective use of shared case management and reporting systems.
  • Check that Intensive Support Workers and relevant project partners maintain timely, accurate and high-quality records.
  • Collate data, narrative updates, case studies and evidence of impact for internal monitoring and external reporting.
  • Contribute to reports for funders, managers, trustees and partnership governance arrangements as required.
  • Monitor progress against targets and help identify where corrective action or additional support is needed.
  • Support a culture of evidence-led delivery, accountability and continuous learning.
• Client and Community Engagement and Volunteering
  • Lead community engagement activities to raise awareness of homelessness and rough sleeping.
  • Build relationships with local communities, stakeholders, schools, faith groups, businesses, and partner agencies.
  • Support the development of communications, events, and engagement opportunities that promote the project and encourage community involvement.
  • Help coordinate volunteer involvement, including supporting recruitment, induction, and ongoing engagement in partnership with delivery teams.
  • Contribute to wider service development, co-production, and tenancy-readiness activities to strengthen the overall partnership offer.
• Service Development and Quality Improvement
  • Contribute to the ongoing development and improvement of the project model and operational practice.
  • Support the development and facilitation of co-production opportunities, ensuring people with lived experience are involved in service planning, feedback, and continuous improvement of the project.
  • Identify learning from delivery, feedback, case trends and data, and use this to inform service improvement.
  • Support consistency in standards, approaches and quality across partners where possible.
  • Help embed trauma-informed, anti-discriminatory, inclusive and psychologically informed ways of working.
  • Contribute to shared learning opportunities, best-practice sessions and reflective discussions across the partnership.
  • Support innovation and practical problem solving in response to emerging needs or operational challenges.
• Safeguarding, Risk and Compliance
  • Take responsibility for safeguarding practice within the scope of the role, ensuring concerns are identified, recorded and escalated appropriately.
  • Support Intensive Support Workers to assess and manage risk in relation to rough sleeping, self-neglect, exploitation, poor mental health, substance use, domestic abuse and other forms of vulnerability.
  • Ensure lone working, health and safety, confidentiality, information sharing and data protection procedures are followed consistently.
  • Promote safe working practice for staff delivering outreach in community settings and high-risk environments.
  • Contribute to incident review, learning and service response where safeguarding or serious concerns arise.
  • Maintain clear accountability, professional boundaries and lawful information handling at all times.
• Communication and Representation
  • Act as a professional and credible representative of the project and host organisation in meetings, networks and partnership settings.
  • Communicate clearly and constructively with colleagues, clients, partners and stakeholders.
  • Support internal and external communication relating to project activity, engagement and impact.
  • Help ensure that information shared across the partnership is timely, accurate and useful for delivery.
  • Contribute to presentations, briefings, updates and promotional materials as required.

General Duties

Work at all times in line with the organisation’s mission, values, policies, and procedures. Promote equality, diversity, dignity, and inclusion in all aspects of the role. Undertake any other reasonable duties consistent with the nature and level of the post. Travel across Shropshire and Telford & Wrekin and work flexibly in response to project needs.

Person Specification

Essential

• Experience of coordinating projects, services or multi-agency work in a housing, homelessness, community, health, social care or voluntary sector setting.
• Experience of supporting or managing staff in a frontline service environment.
• Experience of working with people who are homeless, at risk of homelessness, or affected by multiple disadvantage.
• Experience of working with people in crisis and those facing multiple disadvantage.
• Strong understanding of trauma-informed, person-centred and strengths-based practice.
• Experience of partnership working and building effective relationships across organisations and sectors.
• Ability to coordinate operational delivery, manage competing priorities and maintain oversight of multiple workstreams.
• Experience of case oversight, support planning, referrals, safeguarding and risk management.
• Experience of monitoring performance, maintaining records and contributing to reporting requirements.
• Strong organisational, communication and interpersonal skills.
• Ability to lead with clarity, empathy and accountability.
• Good IT and data management skills, including confidence using case management or monitoring systems.
• Ability to travel across the county and work flexibly as required.

Desirable

• Experience of managing outreach or community-based support services.
• Knowledge of homelessness systems, housing pathways and local authority processes.
• Experience of working within funded projects with outputs, outcomes and reporting requirements.
• Experience of co-production, peer support, service-user engagement or community engagement.
• Experience of using In-Form or similar client record / case management systems.
• Knowledge of the challenges affecting people with no recourse to public funds, substance use needs, mental health needs or neurodiversity.
• Full driving licence and access to transport, where required for the role.

Key Skills and Attributes

• Strong leadership and coordination skills.
• Calm, organised and solution-focused approach.
• Compassionate, professional and non-judgemental manner.
• Ability to motivate, support and develop staff.
• Strong partnership and relationship-building skills.
• Commitment to high-quality, inclusive and trauma-informed practice.
• Ability to engage effectively with people in crisis and those experiencing multiple disadvantage.
• Confidence in handling complexity, challenge and change.
• Ability to balance strategic oversight with practical operational delivery.

This role combines project coordination, staff management, partnership working and frontline service oversight. It requires a flexible, organised and relationship-based approach, with the ability to work across organisational boundaries and support both strategic delivery and day-to-day operational practice.

The postholder will be expected to work with people experiencing crisis, exclusion and multiple disadvantage, and to support staff working in complex community settings. The role is subject to satisfactory references and an enhanced DBS check where required.