Job Vacancy

Operation Manager – Homeless Services

(Full time – 1 year contract)

Application Pack

Deadline: Tuesday 29th December 2020
Interview: Tbc

Welcome from the Chief Executive Officer

Dear Applicant,

Thank you for your interest in this exciting and challenging role at Streets2Homes
(S2H). This is an exciting time to be joining our friendly and dynamic team to deliver
a homeless relief and prevention initiative thanks to our partnership with Harlow
Council and funding from government through the Rough Sleepers Initiative.

Streets2Homes is the amalgamation of Harlow Accommodation Project and Harlow
Homeless Centre – two homeless charities that had been running for around 10
years prior to the amalgamation back in 2007 – Streets2homes is now in its 11 th year
and has grown considerably over this time and has won many awards as has its
volunteers and staff.

We have recently implemented a new project to offer accommodation. The growing
problem of homelessness and the often complex issues faced by those who are
homeless need a more supportive and proactive response which is what this new
project aims to provide.

Although this is primarily a 1 year contract we will be seeking continuation funding for
this project to run long term.

This role will involve managing the project and team, providing intensive support to individuals who are facing housing difficulties from outreach work, visiting them on the streets, building relationships and encouraging engagement to access services, help them develop a pathway plan to overcome the issues and access the support they need to improve their circumstances and opportunities. Once they are housed the support will continue to ensure they maintain their tenancy.

We are looking for someone who is dynamic, has excellent management and organisational skills, solution focused whilst able to maintain professional boundaries. If you think you fit the description and would like to be part of the team delivering this project then we would love to hear from you

If you have any other queries please do not hesitate to contact me.

Yours sincerely

Kerrie Eastman



Streets2Homes, a charitable company limited by guarantee with Charity Registration No 1121228 and Company Registration No 6306299.

Our Vision

To enable opportunities to change lives.

Our Values

Wellbeing – is about creating a supportive environment which safeguards our clients from both harassment and the stigma of homelessness helping to restore their self-esteem and confidence;
Advocacy – being an active voice for the homeless in our local communities through mediation with their families, landlords, local authorities, and campaigns to raise awareness;
Empower – to ensure that our clients are given the access to training and development opportunities that will transform their lives and enable them to make the transition from uncertainty of homelessness to the security of a home.

What we do

The demand for our services is increasing yearly and we are a unique organisation in the way we work offering practical support and advice for homeless people to improve their circumstances.

We provide a unique delivery model by building good relations through a family-type environment. We offer a wraparound service by helping people with basic needs through to housing and gaining skills, qualifications and employment with ongoing support. We work with clients with multiple needs and tailor our support to their individual needs. We have an open door policy so our clients can return to our services any time they need to. We provide practical solutions and work with clients to enable changes.

We have a strong model for enhancing employability through our workshop sessions, accredited programmes and our client volunteer programme so not only can we equip clients with skills and knowledge but also experience and provide a reference, lifting many of the barriers they face to employment.

Streets2Homes currently has five key programme areas underpinning our mission to affect change in our community and to empower and support vulnerable individuals:

I.     Day Centre – Safeguarding the vulnerable through the provision of a well-staffed day centre;
II.   Helping to identify suitable accommodation for vulnerable individuals;
III. Programmes to develop skills that support individuals’ pathways to employability;
IV.  Fundraising Activities to support the activities of the charity; and,
V.   Community Partnerships with statutory, private and third sector organisations individuals and other interested stakeholders.
VI.  Provision and development of the Step 2 Intensive Support and Accommodation Project

Day Centre

Streets2Homes provides a day centre facility for homeless and vulnerably housed people. It is a safe place for them to access support, guidance, training/skills development and to socialise. Services include a hot meal, shower facilities and supply of clean clothes. We also then support and assist people with health, social and housing needs. We assess each individual to ascertain their particular problems and tailor our support to help meet their identified needs, making appropriate referrals to other agencies as necessary.
We work closely with local health providers to meet the often complex needs of our clients by linking them with appropriate health care and counselling professionals.


We also work closely with private landlords and supported housing providers to provide suitable accommodation. We prevent homelessness by intervening and taking on a mediation role with family members or landlords to resolve issues. Once a client is housed we are able to provide them with basic essential home-ware items and support them to sustain their tenancy and empower them to make healthier lifestyle choices, gain accredited qualifications, employment or training to enhance their life skills through our in-house training sessions, volunteer programme and partnership working.
Streets2Homes operate deposit guarantee and incentive schemes to assist our clients to secure accommodation in the private rented sector. We also provide mediation and intervention services for our clients, landlords and family members to prevent them from becoming homeless. We work closely with the council and supported accommodation providers to ensure our clients access the right housing provisions to meet their needs. We work closely with our clients to build their skills so they can become independent tenants.

Organisational structure

How to apply

The closing date for applications is 5pm 29/12/2020 If you have any queries about
the position please do not hesitate to contact Kerrie Eastman on 01279 430011.
Application form is attached to this pack.
To submit your application please email your application form to or alternatively you can post or hand deliver
your application form to Streets2Homes, 2A Wych Elm, Harlow, Essex. CM20 1QP.
Please mark the envelope for attention of Kerrie Eastman.

Interviews will be held via Zoom at an agreed time

Operation Manager – Job Role

Position: Operation Manager

Responsible to: Chief Executive Officer

Salary: Dependant on experience

Hours: 37.5 per week (plus one week per month on a call out rota)

Place of work: Based at Wych Elm but includes outreach work across Harlow

Contract Terms: 1 year fixed term (with possibility of continuation)



Overall Purpose: To manage and develop the Project Work team. Assist the CEO to oversee the day centre and volunteers. Monitor, evaluate and report on the development and progress of projects. Provide support to a small case load of homeless clients, supporting and guiding them to access services to overcome their issues. Develop partnerships with external agencies. Provide reports to CEO.


Key activities and tasks: You will be responsible for the line management of Project Workers and ensuring outcomes are met. Reporting monthly to CEO, funders and partners on the progress of the projects. Overseeing the day centre operation and volunteers in the absence of the CEO. You will also have a small caseload of clients and provide outreach visits in response to reports of rough sleepers, building relationships with clients to enhance engagement and developing pathway plans to achieve their goals. You will need to be proactive in assisting clients to claim benefits, access external services including GP, drug and alcohol counselling, mental health services etc. and seek accommodation making referrals where appropriate. Liaise with external organisations to ensure clients are engaging and needs are met. Encourage and motivate to attend workshop sessions to improve wellbeing and confidence. Once the client has secured accommodation you will continue to visit them at their home to provide tenancy support to ensure the tenancy is sustained and the client has opportunities to develop further. All contacts and actions need to be recorded on our computer system in an accurate and timely manner. You will also be required to be on the on call rota to respond to emergencies at the Step 2 Project between the hours of 12 midnight and 9.30am

Personal Specification

Competencies and behaviours needed to perform the role:

You will need;

  • Management experience
  • Ability to develop and sustain a positive team culture
  • Experience in service development
  • Excellent communication skills
  • Excellent organisational skills
  • To have an understanding and non-judgmental manner
  • To be solution focused
  • Be positive and supportive even during difficult circumstances
  • to be able to maintain professional boundaries at all times
  • the ability and willingness to be flexible
  • to use your own initiative and be able to adapt your approach to suit clients
  • to be client focused


Minimum qualifications and experience to perform the role effectively:


  • Experience in a line management / team leading role
  • Ability and experience of seeking appropriate services to signpost staff and clients to
  • Good level of English and Maths
  • Competent IT skills
  • Experience of using CRMs systems


  • Understanding of benefits system
  • Awareness of drug, alcohol and mental health problems
  • Understanding of General Data Protection Regulations
  • Working knowledge of Employment and Health and Safety law