Engagement & Support Worker

Haven has an exciting opportunity for an Engagement & Support Worker to join our team. This role involves delivering trauma informed ‘welcome support’ in person and over the phone, to parents/carers and children and young people (CYP) who have been referred to Haven. Ensuring they feel heard, listened to and responding to their needs by providing information, delivering trauma informed care and removing barriers to engagement, so they are ready to access the services they are waiting for.

Key areas of responsibility include:

• Provide direct support (over the phone and in-person) to families on the waiting list, by engaging with parent/carers and considering the CYP's needs.
• Complete telephone needs assessments with parents/carers to determine whether Haven services are appropriate.
• Complete administration tasks (e.g. inputting referrals, posting welcome packs) in line with contract targets.
• Plan and deliver a weekly drop-in support group for parents, using a trauma informed approach that places individuals at the heart of the service.
• Deliver domestic abuse safety planning sessions to families waiting for Haven's services.
• Assist Haven's Practitioners in the planning and delivery of Haven's therapeutic group and 1:1 intervention with CYP.
• Maintain clear and effective records of work with families.
• Have a passion for making a difference to the lives of adults, children and young people who have been affected by domestic abuse.

This role requires Wednesday to be a standard working day. Evening and weekend work may be required where the needs of the individuals Haven supports, or the organisation, requires this. We deliver our services across Sheffield, therefore driving is required for this role. You will need to hold a clean driving licence and have access to your own car for work.

Support for Children, Young People and Families

• Undertake needs assessments over the phone with parents, carers and CYP to determine whether Haven services are appropriate and gather information about when and how these should be delivered.
• Engage with parents/carers over the phone and face-to-face whilst CYP are waiting for support.
• Utilise a trauma informed approach and ensure that CYP voices are heard and listened to, through enabling self-advocacy and co-production of support/service delivery where possible.
• Independently deliver a weekly drop-in group for parents/carers where support and signposting options can be explored.
• To be informed about services and agencies available in Sheffield so signposting and/or referrals (with consent) can be made in response to specific needs.
• Plan and independently deliver safety planning sessions with CYP where a need has been identified.
• Support CYP Practitioners to coproduce and coordinate packages of support (e.g. 1-1 sessions or groups) with families and partner agencies that meet the complex needs of CYP, reduce risks, improve safety and work towards CYP recovery and development.
• Contribute to the development of new, creative and innovative responses to CYP (and families) affected by domestic violence/abuse.
• Undertake activities that ensure maximum participation of CYP and families in services, e.g. telephone/text reminders, tech support for virtual sessions, supporting with transport.
• Advocate for children and young people’s views and needs within their families, schools and with other agencies as appropriate.
• Prioritise the safety and wellbeing of CYP by recognising safeguarding issues and following Haven's Safeguarding Policy and local procedures, ensuring that CYP have a voice in the process and that interventions are empowering and effective.
• Ensure services and support is delivered within an equal opportunities and anti-oppressive framework and is responsive to the needs of individuals from disadvantaged groups and marginalised communities.

Resource Development & Maintenance

• Replenish and send (where deemed safe and appropriate) welcome packs and resources for families referred into Haven's services.
• Replenish resources used with CYP, ensuring they are available and safe to use.
• Organise and prepare resources for sessions, including refreshments, booking venues etc.

Community Development

• Assist CYP Practitioners to develop (with support from other Haven staff) and deliver awareness and training sessions to organisations’ staff, volunteers etc.
• Provide support, advice and guidance to other stakeholders that deliver support to CYP affected by domestic abuse.
• Assist CYP Practitioners to represent and promote Haven and the needs/rights of CYP at meetings, conferences and other events.

General Administration

• Attend regular meetings to discuss referrals, assessments and waiting list support, and provide updates on waiting list times, contract targets and safeguarding concerns.
• Assist with the preparation of in-house/external information and publicity materials.
• Contribute to and provide reports as required by managers/the Board of Trustees/funders etc.
• Contribute to the preparation of monthly/quarterly/annual returns, maintaining records and statistics.
• Contribute to the development and implementation of a monitoring and evaluation framework to assess the quality, benefit and impact of the service to CYP, their families, stakeholders and the broader community.
• Assist in responding to and managing referrals (within contracted time period), including input of new referrals onto Oasis, gathering any missing information that is required from referrers.
• Contribute to the review and development of appropriate policies and procedures and the development of best practice.
• Implement the policies and procedures of Haven.
• Maintain confidentiality throughout on all issues, complying with GDPR requirements for data protection.
• Comply with internal and external regulations, procedures and other requirements in relation to the organisation, its services and facilities.

Personal & Professional Development

• Attend and participate in regular team meetings and supervision.
• Complete the organisation induction programme and undertake other relevant training and professional development.
• Develop and maintain a working knowledge of the law and practice relating to children’s services, domestic abuse, trauma, family support, child protection and other relevant areas.

Other

• Work within local, regional and national networks e.g. WAFE, in order to actively campaign for and promote the rights of children and young people affected by domestic abuse.
• Provide day-to-day support to colleagues, volunteers and students.
• Assist in fundraising and promotion events.
• Implement Haven's philosophy of working in a cooperative, trauma informed, and empowering way underpinned by feminist principles, equality and children and young people’s human rights.
• Undertake duties as required by managers/Board of Trusts where appropriate with the grade of the post.

Personal Specification

• Experience (paid or unpaid) of working directly with adults and/or CYP who have multiple needs on an individual and/or group work basis.
• A basic awareness of equal opportunities and an ability to address discrimination.
• A basic awareness of the issues, impacts and subsequent needs of victims/survivors who have been affected by domestic abuse, including the particular issues faced by marginalized groups, e.g. disabled people, asylum seekers and refugees.
• A basic awareness of the policies and procedures required within a service that provides support to CYP and parents/carers.

Skills and Abilities

• Ability to provide trauma informed care, with excellent communication and interpersonal skills to deliver support to adults and/or children over the phone and in-person.
• Ability to work independently and as part of a team, with a positive ‘can do’ and problem-solving approach.
• Ability to (with support from CYP Practitioners) coproduce and coordinate packages of support (e.g. 1-1 sessions or groups) for CYP and parent/carers.
• Ability to operate flexibly often under pressure.
• Able to manage disclosures, maintain personal and professional boundaries and understand confidentiality.
• Ability to utilise a trauma informed approach and work in a participatory and empowering way.
• Ability to respond to difficult situations, work with and respond appropriately to conflict.
• Ability to maintain effective and appropriate records.
• Competent in the use of Microsoft Office programmes e.g. Word, Outlook, Excel etc.
• Ability to communicate verbally and in writing clearly and effectively and able to maintain effective and professional relationships at all times.

Additional Criteria

• Passion for making a difference to the lives of individuals impacted by domestic abuse.
• A relevant qualification (minimum level 3).
• Hold a clean driving licence and have access to your own car for work.

Location: Sheffield

Type of Contract: Full Time

Hours: 37 hours per week

Closing Date: 07-07-2025

How to Apply: Application deadline is Monday 7th July 5pm. Please note, we will be assessing applications as they are submitted and may close this role should we find sufficient applicants with which to make our shortlist. As such, we would advise applying as soon as possible to avoid disappointment. Interviews will be arranged with candidates who have been shortlisted.

If you are interested in applying, please send your CV and a covering letter which demonstrates how you meet the criteria of the role and explains your interest and suitability to recruitment@havenorg.uk.

You can contact our Head of Services, Sarah Midgley, s.midgley@havenorg.uk who will be happy to help, if you would like an informal chat about the role or any further details.