Riverside - Case Work & Referral Officer

Catterick Garrison, North Yorkshire, United Kingdom

Job Title: Case Work & Referral Officer

Contract Type: Permanent

Salary: £28,031.56 per annum

Working Hours: Full Time - 37.5 Hours

Working Pattern: Monday to Friday, 9am to 5pm

Location: The Beacon, Catterick Garrison / Hybrid (50% office based minimum)

The difference you will make as a Case Worker & Referral Officer

This is a key role to work in partnership with key stakeholders to achieve the Op Fortitude mission to end veteran rough sleeping, which is a government funded referral service that supports veterans who may be rough sleeping or are at risk of homelessness.

Putting customers first and empowering them to achieve their own goals and aspirations, you will work as part of a team to administer the referral gateway for single veterans to suitable accommodation.

About you

• This is an exciting opportunity to be part of a team that will make a real difference to the lives of veterans in the UK.
• If you have a passion for the mission, the ability to create excellent working relationships, and an understanding of the causes and solutions to homelessness, then you could be ideal for this role.
• While desirable, being a member of the Armed Forces Community is not essential.

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
• 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.

Role Profile

To work in partnership with key stakeholders to achieve the Op FORTITUDE mission to end veteran rough sleeping, which is a government funded referral service that support Veterans who may be rough sleeping or are at risk of homelessness.

Work 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.

To put customers first and empower them to achieve their goals and aspirations.

Undertake a range of tasks that contribute to the safe and effective service delivery to customers.

Key Responsibilities

• Deliver a support service/referral management service:
  • Act as the first point of contact, dealing with a range of enquiries, answering phone calls and signposting customers as required.
  • Demonstrate a full understanding of the eligibility criteria to confirm that referrals meet the criteria for the Pathway.
  • Signpost referred customers that have a need for support, but do not meet the eligibility criteria.
  • Conduct initial assessment of allocated referrals and current housing status.
  • Identify root cause of insecurity of current home.
  • Identify best solutions to address root cause.
  • Develop a detailed understanding of support available, both veteran and non veteran specific, including Local Authorities, Op COURAGE for mental health support, grant giving bodies, local Third Sector Floating Support services, employment support, and signposting to other relevant agencies.
  • Make referrals to the most appropriate organisation from our list of approved providers.
  • Ensure 100% compliance with the recording of all referral and case management activity.
  • Contribute to and maintain partnerships across the Op FORTITUDE Pathway.
  • Carry out day to day administration and operational duties.
  • Assist in the collation and submission of information returns relating to funding and performance, including capturing information for contractual requirements.
  • Deliver the referrals process to meet contractual requirements, including monitoring the Op FORTITUDE referral portal, acknowledging receipt of referrals and responding to all enquiries within agreed timeframes.
  • Refer customers to the Pathways Caseworker for support in seeking accommodation.
  • Liaise with referring agents.
  • Decide on the outcome and advise all relevant parties accordingly.
  • Make a referral to the appropriate accommodation provider with suitable vacancies that meet referral needs.
  • Be responsible for the accuracy of data of the referrals and ensure the referral pathway database is "quality driven" and updated at all times.
  • Escalate any issues or concerns when referrals have not met the pathway standards to the Service Manager.
  • Respect customer preferences in relation to choice of location where multiple accommodation options are available.
  • When 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.
  • Use IT systems appropriately, including adding updates to the referral portal.
• Support customers:
  • Use psychologically and trauma-informed approaches to engage and support veterans to make positive choices.
  • Signpost to relevant Op FORTITUDE Caseworkers when brief intervention work at referral stage is required to ensure the safety of the customer.
  • Maintain regular contact with veterans on the waiting list and keep them fully updated with the status of their application.
  • Understand the risk management process, escalating appropriately where you have concerns for the safety of the veteran or others.
  • Ensure equality, diversity and inclusion is always considered.
• Other Information:
  • Carry out all duties within Riverside's Policy and Procedure framework (health & safety, safeguarding, dignity at work, GDPR, cash handling).
  • Deliver your role in line with Riverside company values - "Our Riverside Way".
  • Participate in team meetings, attend regular supervisions and reflective practice sessions.
  • Undertake regular training and take responsibility for continuous development.
  • From time to time, you may be required to undertake additional duties and responsibilities in consultation with your Line Manager.

Required qualifications & skills

• 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.
• Understanding of the veteran sector.
• Ability to administer a comprehensive referral service.
• Personal lived experience of serving in the forces or of homelessness.