Community Connections Officer

“Please note, this role is not eligible for visa sponsorship and we can only consider applicants with existing right to work in the UK.”

Can you have a difficult conversation with kindness?

We are looking for two confident, compassionate and resilient Community Connections Officers (CCO) to join our Homelessness Service. This is a role where how you communicate really matters. You will work with people who are homeless, at risk of losing their home or facing difficult and sometimes complex circumstances. People may come to us frightened, frustrated, distressed or unsure about what will happen next.

Sometimes you will be able to offer the solution someone is hoping for. Sometimes you won't. We need people who can explain both with the same level of kindness, clarity and respect.

What will you be doing?

You will work directly with customers, helping to understand their circumstances, identify their housing options and make sure they receive clear and accurate advice.

Your role will include:

• Working with homelessness legislation, statutory guidance and local procedures.
• Speaking with customers to understand their circumstances and identify what help may be available.
• Helping to prevent or relieve homelessness wherever possible.
• Gathering information and making appropriate enquiries.
• Managing your work effectively and maintaining clear and accurate case records.
• Working alongside colleagues, support services and partner agencies.
• Recognising vulnerability and adapting your approach to the individual.
• Having honest conversations about what we can and cannot do.
• Explaining difficult decisions clearly and compassionately.
• Helping customers understand what happens next, even when the answer isn't the one they were hoping for.

Who are we looking for?

You don't need to know everything about homelessness on your first day. We can help you develop your knowledge of homelessness legislation, guidance and our processes. What is harder to teach is the way you approach people.

We are looking for someone who:

• Treats people with dignity and respect.
• Can stay calm when someone is upset, frustrated or angry.
• Is confident having challenging conversations.
• Can deliver difficult or unwelcome messages without becoming defensive, dismissive or confrontational.
• Listens and asks good questions rather than making assumptions.
• Can show empathy while maintaining clear professional boundaries.
• Is curious and wants to understand the whole situation.
• Can explain complicated information in a straightforward and accessible way.
• Is organised and able to manage competing demands.
• Takes ownership and follows things through.
• Knows when to ask for help or advice.
• Is open to learning, feedback and constructive challenge.
• Understands that behind every homelessness case is a person whose circumstances matter.

What does good look like?

Imagine telling someone something they really don't want to hear. Can you confidently say: “I appreciate this isn't the answer you were hoping for. Let me explain how we've reached this position, what it means for you and what we can do next.”

If you can combine that kind of communication with curiosity, good judgement and a willingness to learn, we would really like to hear from you.

Why join us?

Homelessness work can be challenging, but it can also be incredibly rewarding.

You will be joining a close and supportive team and working with people at a point when good advice, clear communication and the right intervention can make a significant difference.

We don't expect our staff to have all the answers on their own. You will work as part of a team, with opportunities to develop your knowledge, learn from colleagues and build your confidence in homelessness casework.

We are looking for someone who can balance compassion with professional boundaries, confidence with kindness, and legislation with an understanding of the person in front of them.

We are a flexible employer and provide a variety of working arrangements tailored to the needs of each role

If that sounds like you, we'd love to hear from you.

The Disclosure & Barring Service Check requirement for this post is :Basic

Where a high number of eligible applicants meet the essential criteria, we may undertake a further shortlisting exercise to identify those who best demonstrate the essential criteria for the role.

For more information or an informal discussion regarding this role, please contact Felicity Concannon via email felicity.concannon@plymouth.gov.uk.

Closing date:- Sunday 29 November 2026

Plymouth City Council is an equal opportunities employer. All applicants will be considered for employment regardless of age, care experience, disability, gender reassignment, marriage/civil partnership, pregnancy/maternity, race, religion/belief, sex or sexual orientation.

As part of our commitment to promoting equality we offer guaranteed interviews to those who meet the essential criteria and are considered disabled, care experienced or are an Armed Forces Service Leaver within the last two years.

“Plymouth City Council is proud to be an Age Friendly Employer. We encourage applications from talented people at every stage of their career.”