Assist in providing the organisation’s out of hours response:

• Respond to all out of hours phone calls from the Live Fear Free Helpline, external professionals, other refuges or Tier 2 and 3 on call colleagues
• Undertake assessments for refuges, with support from on-call colleagues, to make timely and safe decisions based on individual need and risk.
• Support individuals to access refuge out of hours, including arranging transport if needed, offering a warm and respectful welcome, meeting immediate needs (e.g. clothing, food, equipment), and helping them settle into their accommodation
• Assist individuals in understanding and completing initial paperwork in a timely and supportive manner, including licence agreements, House Expectations, housing benefit claims, and service charge arrangements
• Provide support phone and face to face support to colleagues and residents in the event of an incident or emergency at another refuge, contributing to a coordinated and calm response.
• Liaise with 2nd and 3rd tier colleagues as needed, ensuring effective communication and continuity of support across the team.
• Complete handovers at the end of each shift, both face to face or through appropriate systems to ensure consistency, safety and shared understanding across the team.

Housing Management

• Contribute to the creation of a safe, welcoming, clean, and calm refuge environment that supports wellbeing and dignity.
• Ensure communal areas are safe and secure before the start of sleep-in shifts
• Report repairs and maintenance issues promptly as part of repairs process
• Provide access to contractors attending the building and monitor their presence to ensure safety and accountability.
• Advise line manager of any needs relating to furnishings, equipment, or refuge infrastructure.
• Monitor stock levels of consumables and first aid supplies, supporting the ordering process as needed.
• Support Cyfannol’s carbon reduction goals by switching off lights and equipment not in use and promoting sustainable practices.
• Ensure recycling and refuse are ready for collection on designated days, and support residents to engage with these routines.
• Clean private bedrooms/flats including washing and change bed linen, towels, cot bedding, and similar items between occupancies
• Clean communal areas when necessary to uphold standards and minimise health and safety risks, including monitoring residents’ recycling and refuse removal.
• Facilitate ‘motivational cleaning’ activities with residents when appropriate, using a strengths-based and non-judgmental approach

General Responsibilities

Please download the full job description to read General Responsibilities.

It may be necessary, following consultation, to amend the job description in light of experience and changing circumstances.

This role requires frequent travel for business purposes. A current valid driving licence, access to a car and insurance covering business use

Closing Date: 29th Oct 2026

We operate a rolling recruitment process and may interview suitable candidates as applications are received. We reserve the right to close this vacancy once the position has been filled

Due to the nature of these roles, they are only open to female applicants (Exempt under the Equality Act 2010, pursuant to Schedule 9, Part 1). A disclosure obtained through the Disclosure and Barring Service is required for all posts

Supporting Documents

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