Customer Care and Security Services for Emergency Housing and Youth Accommodation

We are seeking a service provider to deliver comprehensive customer care and security services across our emergency housing and youth accommodation facilities. This role extends beyond traditional security to include support for vulnerable adults, families, young people, and individuals with complex and multiple disadvantages. Key Responsibilities: - Manage building access and security, including front door control and visitor management - Conduct regular building safety checks and CCTV monitoring - Perform welfare checks on residents requiring additional support and oversight - Respond to emergency situations, including fire alarms and safeguarding concerns - De-escalate challenging situations and communicate effectively with vulnerable residents - Process out-of-hours emergency admissions for new residents - Maintain detailed incident reports and building records - Provide onsite support to staff as needed within appropriate timescales Facilities Covered: - William Lyons House: Supported accommodation for 14 young people in 10 self-contained flats and 4 bedsits (2-story building) - Emergency Housing Provisions: Three buildings providing accommodation for homeless families, couples, and singles (2-3 story blocks with mixed self-contained and shared facilities) - Family Emergency Provisions: Coverage across Central and Clare Street locations, with one officer based on-site and visiting the secondary location during each shift The successful service provider must demonstrate experience working with vulnerable populations, excellent communication and de-escalation skills, and the ability to handle sensitive and challenging situations confidently and professionally.