373 Advocacy service manager jobs

Team: Night Shelters

Location: On-site at Glass Door Night shelter venues in the boroughs of Kensington & Chelsea, Hammersmith and Fulham or Wandsworth

Contract: Casual / Bank (ad-hoc shifts available between 21 November 2026 and 22 March 2027)

Reporting to: Service Manager – Night Shelters

Shifts available:

· 7:00pm to 7:15am

· 9:45pm to 8:15am (driver)

Pay: £15 per hour

Job Purpose

You’ll provide cover on an ad-hoc basis, filling shifts when needed across our night shelters. As an Overnight Homeless Shelter Worker, you’ll be part of a small, professional team running Glass Door’s night shelters between November and April. Working alongside at least one other staff member, you’ll be awake and engaged throughout the night, supporting up to 35 guests who are experiencing homelessness.

Your role is about creating a safe, calm, and welcoming space where guests can rest, feel respected, and be treated with dignity. You’ll build trust through friendly conversation, keep an eye on everyone’s wellbeing with regular checks, and step in when problems arise – from offering reassurance to someone in emotional distress, to calmly handling challenging behaviour, to calling emergency services if needed.

Most nights are steady and focused on guest support, but there can be moments of pressure. We’ll provide training so you feel confident and prepared. You’ll also help serve a light breakfast in the morning and ensure our equipment is packed and ready for the next night – with one of you driving the van back to base.

If you’re compassionate, calm under pressure, and committed to helping people move forward from homelessness, this role offers the chance to make a real and lasting difference.

Job Responsibilities

What You’ll Do

You’ll be part of the overnight team making sure our night shelters are safe, supportive, and welcoming spaces for everyone staying with us. This is an awake, overnight role, you will be alert and engaged for the whole shift. Your main responsibilities will include:

· Welcoming and supporting guests – Create a friendly, respectful atmosphere and build positive relationships with guests, volunteers, and colleagues.

· Staying alert all night – Carry out regular checks around the shelter (every 20 minutes) to make sure guests are safe, and comfortable.

· Responding to situations – Calmly manage any issues that arise, such as someone feeling unwell, experiencing emotional distress, or showing challenging behaviour. This may sometimes mean calling emergency services. Training will be provided.

· Keep the shelter safe and secure – Follow all safety, security, and health and safety procedures. This includes locking and unlocking doors and making sure the space stays tidy and free from hazards.

· Recording important information – Write clear, accurate shift reports and note any concerns or observations. Complete incident forms if needed.

· Supporting volunteers – Offer direction and guidance to volunteers on shift so everyone works well together.

· Enforcing behaviour expectations – Address situations where may display challenging behaviour, using a calm and respectful approach, conflict de-escalation training is provided for all staff.

· Packing and unpacking the van – unload equipment and supplies into the van at the start of the shift and repack at the end of the night. The allocated driver will return the van to base (driver shifts are paid for an extra hour).

· Restocking supplies – Keep an eye on essentials such as tea, coffee, and toilet paper, and restock from the van when needed.

· Preparing a simple breakfast – In the morning, help serve drinks, toast, and porridge, and make sure guests are woken from 6am so they can leave by 7am.

· Tidying and closing down – Gather equipment, pack it away, and ensure nothing is left behind.

· Training and meetings – Attend occasional in-person training sessions, team meetings, or other activities. From time to time, you may be assigned online training to complete while on shift.

· Take on shifts as they become available – These may include evenings, weekends, and public holidays, so flexibility is important.

· Help with other tasks as needed – From time to time, you may be asked to help with other reasonable tasks that keep the night shelter running smoothly.

Person Specification

Essential

· A valid driving licence for a manual vehicle and be willing to drive the Glass Door van.

· A genuine commitment to providing a high standard of service and treating everyone with respect, kindness, and dignity.

· Confidence in handling challenging behaviour calmly and respectfully.

· Good communication skills, both spoken and written.

· The ability to carry out manual handling tasks such as moving supplies and equipment.

· Willingness to work on an ad-hoc basis and pick up shifts, sometimes at short notice.

Desirable

· Experience working with people experiencing homelessness or other vulnerable groups.

· The ability to speak another language, for example Arabic, Tigrinya, Amharic, Polish, Spanish, French, or Russian.

· A lived experience of homelessness.

· An understanding of, and commitment to, trauma-informed care.

· Relevant training such as first aid, fire safety, conflict de-escalation, or Mental Health First Aid.

Other

· Employment is subject to a satisfactory enhanced DBS check for adults.

· You’ll be expected to follow Glass Door’s safeguarding policies and procedures.

· A commitment to equality, diversity, and inclusion in all aspects of your work.

We value diversity, promote equality and encourage applications from people of all backgrounds. We particularly welcome applications from people with lived experience of homelessness.