Who got that job?

What do you actually do?

Prevent people becoming homeless, make sure they are aware of their rights and options and help them to evaluate their position.

I am the first point of contact for homeless people, and those who fear they might become so. I provide advice about their main options and other organisations that might be able to provide help and support.

At Crawley, we operate an advice line from 2 pm to 4 pm on weekdays. If we feel a caller’s case is particularly important or urgent, we ask them to come in for an interview. If we accept that a person is homeless, I help them make a homeless persons’ application.

The main problems that lead to homelessness in Crawley are domestic violence, marital breakdown and people not being able to meet their mortgage payments. Also, worryingly, about 28% of our clients are aged 16 to 17 and are experiencing parental problems. I am very keen on encouraging mediation when possible.

Describe an average week

At the moment, we have 500 families who have been accepted as homeless, so I will do six or seven interviews a week. I will receive 20 to 25 enquiry calls a week. Each face-to-face interview takes about 90 minutes; phone calls vary in length. I also have to catch up on case notes and ongoing queries and make the occasional house visit.

Where did you work before?

I worked for the YMCA in Redhill, Surrey, as a homelessness adviser. My main job was to secure accommodation for young people aged between 16 and 30 and to provide advice. Helping people with benefit entitlements and enrolment on courses was also a large part of my day-to-day work.

I did a degree in social policy at the University of Kent and this really raised my interest in homelessness. It made me realise how important prevention is.

Why did you leave?

I wanted to stay working in homelessness but broaden the age range and the type of issues that I dealt with. Crawley is cosmopolitan, with a high percentage of minority-ethnic communities, unlike other boroughs in the area. The work is more diverse in Crawley.

What do you make of the job so far?

It’s very challenging. At the YMCA, we worked with the same people for long periods. But now I’m front line, I can spend as few as three hours with one client.

People expect to be housed straight away and dealing with that is challenging. People don’t realise how long the list is.

I’ve also had to learn on the job. It’s not a textbook job. But courses and training are provided and these can be of great benefit.

What skills do you need for the job?

You have to be realistic and firm with people, but understanding at the same time. It can be hard because you’re dealing with people’s emotions. You have to be an excellent communicator; you need to know the legal jargon and form good relationships with local and national voluntary organisations.

Where will you be in five years’ time?

I want to stay working in homelessness for a council or voluntary organisation. It’s early days but I would like to expand my role. I’m not necessarily going to stay in the South, however, not with current house prices.