Role profile

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.

Role requires you to deliver a referral management service as per contractual requirements by:

• 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.

Other Information

You will be required to:

• Carry out all your duties within Riverside’s Policy and Procedure framework e.g., health & safety, safeguarding, dignity at work, GDPR, cash handling, etc.
• 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 to enable you to deliver your role safely.
• From time to time, you may be required to undertake additional duties and responsibilities in consultation with your Line Manager.

Person specification

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.

About Us

Riverside is one of the UK’s leading not-for-profit social housing and regeneration organisations, owning or managing around 75,000 homes from Irvine to Kent. We are a leading provider of supported housing services, particularly for those affected by homelessness, and our track record of transforming lives and revitalising neighbourhoods dates back over 90 years. We have plans to build over 15,000 affordable homes over the next decade.

Our Values and Behaviours

Creating an Inclusive Environment