We start our day bright and early, planning our route based on reports of rough sleeper locations. We visit individuals, offering warm drinks and refreshments, and assisting with initial paperwork. Throughout the day, we attend local homeless hubs to raise awareness of our services, and collaborate with partners in meetings, update records, and make referrals.

How do you interact with customers?

We offer food, drinks, and a listening ear to rough sleepers, helping them with the first steps in their housing journey. We work to build rapport and trust, ensuring they have the support they need. After meeting a rough sleeper, we send out referrals and complete risk assessments on their behalf. It’s important for us to have good knowledge of local services so we can signpost individuals to appropriate services so that they can address their immediate concerns.

What role does partnership working play in your work?

Partnership working is essential in our work, not one organisation can tackle homelessness alone. Many of our customers have dual diagnoses or complex needs which means we need to work proactively with organisations across the city. For example, we have partnerships with other local housing providers, healthcare professionals, drug and alcohol services, mental health services, and local authorities. We meet weekly to share information, create action plans, and ensure our customers get the holistic support they need.

Why do you enjoy your job?

My favourite part of the job is supporting the most vulnerable people in the community. We are often the first step for people getting their foot in the door and starting their journey. When you see them accommodated and doing well, it feels great because you know it all started with you.