Volunteer management jobs

Advice and Support Caseworker

The Upper Room

W12, London (On-site)

£14,531 per year, (£28,255 per year, pro rata)

Part-time (Tuesday and Thursday, 12pm-6pm; Friday, 9am-3pm)

Contract (Two-year fixed-term contract, with the possibility of extension subject to funding.)

Housing and Homelessness ∙ Social Welfare

Using Anonymous Recruitment

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Job description

Line manager: UR4Meals Service Manager

Contract: 24-month fixed-term contract, with the possibility of extension subject to funding.

Hours: 18 hours per week

Working pattern: Tuesday and Thursday, 12pm-6pm; Friday, 9am-3pm

Salary: £14,531 per year, (£28,255 per year, pro rata)

Location: The Upper Room, Cobbold Road, London W12 9LN

About the role
The Upper Room is a West London charity supporting people affected by homelessness, poverty and social exclusion. Our Help Hub provides practical one-to-one support so that guests can address immediate problems and move towards greater stability.

We are looking for an Advice and Support Caseworker who can build trust with guests, provide practical support and help people take the next steps with issues affecting their day-to-day lives. On Tuesdays and Thursdays, you will provide casework from midday and engage guests during UR4Meals. On Fridays, you will help run the dedicated Help Hub.

Main duties and responsibilities

Provide one-to-one advice and support on Tuesdays and Thursdays from midday, including appointments, follow-up and practical help before the meal service.
Attend Tuesday and Thursday UR4Meals sessions, engage guests, identify support needs and encourage people to access Help Hub support where appropriate.
Help deliver the Friday Help Hub, providing practical support, signposting, basic advocacy and follow-up casework.
Support guests with issues such as benefits, housing, documents, health access, finances, digital access, correspondence and forms.
Identify when a guest needs specialist advice, and support referrals to appropriate partners or external agencies, including for immigration, legal, housing or complex welfare advice.
Agree simple action plans with guests, record next steps and follow up where needed.
Liaise with local authorities, health services, voluntary-sector partners and advice agencies, with support from the UR4Meals Service Manager where needed.
Check and record eligibility for the HS2-funded project and keep accurate case records on Inform.
Support Help Hub volunteers by helping them understand tasks, boundaries and when to refer issues to staff.
Keep accurate monitoring information and contribute to funder reports, including basic data, outcomes and case studies.
Arrange approved practical assistance for guests in line with The Upper Room’s procedures.
Follow safeguarding, confidentiality, equality, data protection, health and safety and lone-working procedures.
Work as part of the wider UR4Meals team, sharing relevant information appropriately and helping ensure guests receive joined-up support.

Person specification - essential criteria

Experience of providing advice, support or casework to people facing homelessness, poverty, crisis or social exclusion.
A practical understanding of issues affecting people in crisis, including housing, welfare benefits, health access and financial hardship.
Ability to build trust with people while maintaining clear professional boundaries.
Good organisation, follow-up, IT and record-keeping skills.
Strong communication skills and the ability to work independently and as part of a small team.
Ability to recognise when specialist advice or safeguarding support is needed.
A sound understanding of confidentiality, equality, data protection and safeguarding.

Desirable criteria

Knowledge of services in Hammersmith & Fulham and the surrounding area.
Experience of trauma-informed practice or working with people who have limited English.
Community-language skills or relevant lived experience.
Experience using case management systems.

How to Apply

Please send your CV along with a covering letter (maximum 500 words) outlining your interest in the role and how your experience meets the criteria.

If you would like an informal conversation before applying, we would be happy to arrange this.

Recruitment Process

Panel interview focused on experience, approach and alignment with TUR’s mission.

Closing Date

11pm, Friday, 23rd October 2026

Organisation