Refuge Support Assistant

cyfannol; Caerphilly; On-site; GBP 23,000; Full time

Job summary

A supportive charity organization in Caerphilly seeks a dedicated Support Worker to assist in delivering trauma-informed support to individuals affected by domestic and sexual abuse. Responsibilities include maintaining a clean refuge environment, responding to crises, and supporting residents with their immediate needs. The role requires flexibility with hours, primarily working weekends. Candidates must hold relevant qualifications and a valid driving licence. Join a compassionate team committed to empowerment and safety.

Qualifications

• Must possess a valid driving licence and access to a vehicle.
• Experience in support work, particularly with vulnerable individuals.

Responsibilities

• Assist in providing trauma-informed support to individuals experiencing domestic or sexual abuse.
• Maintain safe and clean refuge environments.
• Respond to out-of-hours calls and emergencies.

Skills

Empathy

Communication

Teamwork

Crisis Management

Organizational Skills

Education

Relevant qualifications in social care or support

Job description

Location

Caerphilly, Caerphilly, United Kingdom

Salary

£22,932 per annum pro rata (£12.60/hour)

Contract

Permanent in line with funding – Workplace based

Hours & working pattern

14 hours per week – Saturday 9:30am‑5pm and Sunday 9:30am‑5pm. Team members may undertake additional shifts to cover absences. All team members must work flexibly on occasions to meet the needs of the Charity and the people we support.

Accountable to

Assistant Support Services Manager

Purpose of the post

Assist in the delivery of specialised, holistic support to adults and families who have experienced domestic or sexual abuse, harm, and violence.

Responsibilities

• Assist in the delivery of specialist, trauma‑informed support to adults and/or families living in refuge recognising the impact of domestic or sexual abuse, harm or violence, and responding with empathy, respect, and consistency.
• Contribute to an environment where support is psychologically informed, compassionate, equitable, and grounded in integrity—where every individual feels safe, heard, and supported.
• Respond appropriately to safeguarding concerns in line with legislation and organisational policies, maintaining a trauma‑informed approach and reporting concerns to your line manager without delay.
• Carry out Initial Contact Assessments, working alongside refuge or on‑call colleagues identifying together which support options best meet the individual's needs and preferences, prioritising need and risk.Support individuals to access refuge, including arranging transport if needed, offering a warm and respectful welcome, meeting immediate needs (e.g. donated clothing, food), 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.
• Undertake basic support activities, as requested by a Support Worker or senior colleague, in line with an individual’s support plan, needs assessment, risk assessment, safety plan and licence agreement/contract.
• Support individuals to maintain their licence/contract agreement through reflective, strengths‑based conversations around any minor breaches, and escalating serious concerns to senior colleagues.
• Keep Routes to Support updated with current refuge vacancies to support access and referrals.
• Facilitate opportunities for connection and community among residents, including inclusive evening and weekend communal activities.
• Ensure contributions to records are factual, person‑centred, accurate, timely, and confidential, using Cyfannol’s Case Management System and other internal records.
• Encourage and support adults and children to have a voice within Cyfannol and the wider sector, for example by completing surveys, sharing feedback, and participating in relevant events.

Out of Hours Response

• Respond to all out of hours phone calls from the Live Fear Free Helpline, other refuges or Tier 2 and 3 on‑call colleagues across Cyfannol ensuring effective communication and continuity of support across the team.
• Undertake assessments for refuges, with support from on‑call colleagues, to make timely and safe decisions based on individual need and risk.
• Provide 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 and via email, 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.
• Carry out routine monitoring of CCTV and security systems to help maintain a secure setting for residents and staff.
• Complete and record daily and weekly health and safety checks as directed by the Facilities Coordinator, ensuring refuge spaces meet required standards.
• Ensure communal areas are safe and secure before the start of sleep‑in shifts, creating a settled environment for the night.
• Report repairs and maintenance issues promptly, liaising directly with landlords or housing associations, and involving the Facilities Coordinator when needed.
• 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 between occupancies as promptly as possible to prepare for Routes to Support listings.
• Wash and change bed linen, towels, cot bedding, and similar items between occupancies to maintain hygiene and comfort.
• 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.
• Liaise with community neighbours when necessary, seeking guidance from your line manager to ensure respectful and constructive communication.

General Responsibilities

• Actively contribute to the achievement of Cyfannol Women’s Aid’s Mission, Vision, Aims, Goals and Objectives ensuring your work reflects our commitment to trauma‑informed practice.
• Demonstrate and positively promote Cyfannol’s core values of compassion, integrity, and equity in all aspects of your role.
• Proactively promote equality of opportunity, challenging and addressing discriminatory practices wherever they arise.
• Represent Cyfannol Women’s Aid in a professional manner, enhancing the organisation’s reputation.
• Participate fully in team meetings, management supervision, clinical supervision and relevant training to support continuous learning and development.
• Work in accordance with Cyfannol’s policies and procedures, ensuring safe, ethical, legally compliant and consistent practice.
• Contribute to Cyfannol’s environmental goals by participating in carbon‑reducing initiatives, including the organisation’s pledge campaign.
• Undertake any other reasonable duties required to support the effective delivery of support services and the wider aims of the organisation.
• It may be necessary, following consultation, to amend the job description in light of experience and changing circumstances.

Other Information

A current valid driving licence, access to a car and insurance covering business use is needed.

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).

Please download and read the disclaimer document.

Closing Date: 20th February 2026.