A day in the life of a complex needs worker

Homeless Link's National Homelessness Skills Framework is a key resource to support the learning and development of the housing and homelessness workforce. It creates a common skills language and describes the different roles that are available in the homelessness sector, including case studies from front line workers to bring the roles to life. Here we take a look at what a typical day may look like for a complex needs worker or navigator.

I hold a caseload of around 15 people who I support to find accommodation and other support services that they can trust and use. I work to people’s strengths through building a relationship with them to find out how they want to be supported – not everyone wants me to attend their appointments with them!

Part of my role is to identify barriers to accommodation or support for individuals and advocate for them, making sure their voice is heard, as well as building networks with other agencies. I try to be flexible in my approach – a lot of people aren’t interested at first in my support, so when they do reach out for help, I make them a priority.

As a complex needs worker, I have supported a diverse range of individuals with varying needs. For example, I supported an individual who had complex Post Traumatic Stress Disorder, was autistic and was registered blind. He was very easily triggered and spent around five years moving areas and between different homelessness services. I had to ensure that my support and interactions accommodated his specific needs, for example, being in a calm, quiet area for appointments, to ensure he wasn’t triggered.

Sometimes, due to complexities, ‘outcomes’ can take months, if not years – this role definitely requires tenacity and resourcefulness.

My favourite part of my job is that I have to dig deep with individuals and find ways of communicating with people who don’t always want to communicate with me. It can be very challenging, but mentally stimulating and fulfilling at the same time.

You can take a look at the Skills Framework here to learn more about the skills, knowledge and values required to work in this role and many more.