Case Work & Referral Officer

Job Title: Case Work & Referral Officer

Contract Type:  Permanent

Salary: salary is in a range depending on base location Catterick: £28,031.56 and Hackney £29,713.46 Per Annum, Pro Rata

Working Hours:  18.5 hours per week

Working Pattern: days to be agreed. 9-5pm, Hybrid

Location: Catterick or Hackney

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description. 

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as a Case Work & Referral Officer:

To work in partnership with key stakeholders to achieve the Op FORTITUDE mission to end veteran rough sleeping. This Government-funded referral service supports veterans who may be rough sleeping or are at risk of homelessness. The role involves working collaboratively as part of a committed team to deliver an outstanding service by administering the referral gateway for single veterans at risk or experiencing homelessness to access suitable accommodation. The aim is to put customers first and empower them to achieve their goals and aspirations, while undertaking a range of tasks that contribute to safe and effective service delivery.

Although Hybrid, you will be expected to work at least 50% of their time at their preferred location

The Case Work and Referral Officer role is advertised in Hackney, London and Catterick, Yorkshire. The salary is in a range depending on the base location Catterick: £28,031.56 and Hackney is £29,713.46

About you

• An understanding of the barriers faced by vulnerable homeless people with complex needs.

• Ability to work in partnership and communicate with other people to reach positive outcomes.

• Ability to organise tasks and plan accordingly.

Why Riverside? 

At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

• Competitive pay & generous pension

• 25 days holidays plus bank holidays (Pro Rata)

• Flexible working options available

• Investment in your learning, personal development and technology

• A wide range of benefits

Diversity and Inclusion at Riverside

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Applications may close before the deadline, so please apply early to be considered 

Role Profile

• Acting as the first point of contact, dealing with a range of enquiries, answering phone calls and signposting customers as required.

• Demonstrating a full understanding of the eligibility criteria to confirm that referrals meet the criteria for the Pathway.

• Signposting referred customers that have a need for support, but do not meet the eligibility criteria.

• Conducting initial assessment of allocated referrals, and current housing status.

• Identifying root cause of insecurity of current home.

• Identifying best solutions to address root cause.

• Developing a detailed understanding of support available, both veteran and non-veteran specific. This may include Local Authorities, Op COURAGE for mental health support, grant giving bodies for financial support, local Third Sector Floating Support services to provide ongoing tenancy sustainment support, employment support, and signposting to other relevant agencies to meet their needs.

• Making referrals to the most appropriate organisation from our list of approved providers, to assist the referred veteran to address the underlying cause of homelessness.

• Ensuring 100% compliance with the recording of all referral and case management activity.

• Contributing to and maintaining partnerships across the Op FORTITUDE Pathway.

• Carrying out day-to-day administration and operational duties.

• Assisting in the collation and submission of information returns relating to funding and performance, including capturing information for contractual requirements.

• Delivering the referrals process to meet contractual requirements. This will include:

• Monitoring the Op FORTITUDE referral portal, acknowledging receipt of referrals and responding to all enquiries within agreed timeframes.

• Referring customers to the Pathways Caseworker for support in seeking accommodation.

• Liaising with referring agents.

• Deciding on the outcome and advising all relevant parties accordingly.

• Making a referral to the appropriate accommodation provider with suitable vacancies that meet referral needs.

• Being responsible for the accuracy of data of the referrals and that the referral pathway database is “quality driven” and updated at all times, escalating any issues or concerns when referrals have not met the pathway standards to the Service Manager.

• Respecting customer preferences in relation to choice of location where multiple accommodation options are available.

• Where multiple accommodation choices are available that meet both the level of need, and referral choice, prioritise the unit that has been vacant for the longest period.

• Using IT systems appropriately, including adding updates to the referral portal.

Support customers

• You will use psychologically and trauma informed approaches to engage and support veterans to make positive choices by:

• Signposting to the relevant external organization for support.

• Suggest the appropriate Op FORTITUDE Casework & Referral Officer or Specialist supports the customer depending on their needs.

• Maintaining regular contact with veterans on the waiting list and keeping them fully updated with the status of their application.

• Understanding the risk management process, escalating appropriately where you have concerns for the safety of the veteran or others.

• Ensuring equality, diversity and inclusion is always considered.

Person specification

Knowledge, Skills and Experience 

Essential

• An understanding of the barriers faced by vulnerable homeless people with complex needs.

• Ability to work in partnership and communicate with other people to reach positive outcomes.

• Ability to organise tasks and plan accordingly.

• Be a team player with a caring, flexible, resilient, can-do attitude.

• Ability to use initiative and have confidence to make decisions.

• High attention to detail with competent and accurate administrative and IT skills.

Desirable

• Understanding of the veteran sector.

• Ability to administer a comprehensive referral service.

• Personal lived experience of serving in the forces or of homelessness.

• Have a good understanding of safeguarding vulnerable adults and how to identify and raise safeguarding concerns.