Job Title: Case Work & Referral Officer
Contract Type: Permanent
Salary: £28,031.56 per annum (£29,713.46 after 18 months successful performance)
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)
Op FORTITUDE is a pathway to support veterans in the UK with their housing. The Op FORTITUDE Pathway Team creates links between veterans at risk of or experiencing homelessness and the organisations that can provide them the support they need.
Role Overview
The difference you will make as a Case Worker & Referral Officer is key to working in partnership with 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. You will administer the referral gateway for single veterans to suitable accommodation, putting customers first and empowering them to achieve their own goals.
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.
* You have a passion for the mission, the ability to create excellent working relationships, and an understanding of the causes and solutions to homelessness.
* Being a member of the Armed Forces Community is desirable but not essential.
Benefits
* Competitive pay & generous pension
* 28 days holidays plus bank holidays
* Flexible working options available
* Investment in learning, personal development and technology
* Wide range of benefits
Diversity and Inclusion
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, 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. 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.
* Deliver a support service/referral management service:
o Act as the first point of contact, dealing with a range of enquiries, answering phone calls and signposting customers as required.
o Demonstrate a full understanding of the eligibility criteria to confirm that referrals meet the Pathway criteria.
o Signpost referred customers that have a need for support but do not meet the eligibility criteria.
o Conduct initial assessment of allocated referrals and current housing status.
o Identify root cause of insecurity of current home.
o Identify best solutions to address root cause.
o 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 other relevant agencies.
o Make referrals to the most appropriate organisation from our list of approved providers.
o Ensure 100% compliance with the recording of all referral and case‑management activity.
o Contribute to and maintain partnerships across the Op FORTITUDE Pathway.
o Carry out day‑to‑day administration and operational duties.
o Assist in the collation and submission of information returns related to funding and performance, including capturing data for contractual requirements.
o 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.
+ 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.
o Be responsible for the accuracy of referral data and ensure the referral pathway database is “quality driven” and updated at all times, escalating issues when referrals have not met the pathway standards to the Service Manager.
o Respect customer preferences in relation to choice of location where multiple accommodation options are available.
o Prioritise the unit that has been vacant for the longest period when multiple accommodation choices meet both the level of need and referral choice.
o Use IT systems appropriately, including adding updates to the referral portal.
Support customers
* Engage and support veterans using psychologically and trauma‑informed approaches to make positive choices by:
o Signposting to relevant Op FORTITUDE Caseworkers where brief intervention work at referral stage is required to ensure safety of the customer.
o Maintaining regular contact with veterans on the waiting list and keeping them fully updated with the status of their application.
o Understanding the risk management process, escalating appropriately where concerns for safety of the veteran or others arise.
o Ensuring equality, diversity and inclusion is always considered.
Other Information
* Carry out all duties within Riverside’s policy and procedure framework, e.g., health & safety, safeguarding, dignity at work, GDPR, cash handling.
* Deliver 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 deliver 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 others 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.
#J-18808-Ljbffr