Case Work & Referral Officer

Job Description

Job Title: Case Work & Referral OfficerContract Type: Fixed term contract – until 31/03/2026Salary: £25,965.41 per annum, plus £4k London Allowance (27,112.48 is achieved after 18 months successful performance in the role)Working Hours: Full Time – 37.5 Hours.Working Pattern: Monday to Friday, 9am to 5pm Location: Timber Wharf, Hackney / Hybrid

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.

Op FORTITUDE is a pathway to support veterans in the UK with their housing. The Op FORTITUDE Pathway Team creates links between the veterans at risk of or experiencing homelessness and the organisations that can provide them the support they need.

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
28 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.

Applications may close before the deadline, so please apply early to avoid disappointment.

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.

Role requires you to:

Deliver a support service/referral management service:

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 Op FORTITUDE Caseworkers when brief intervention work at referral stage is required to ensure the safety of the customer.
- 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 of your duties within Riverside’s Policy and Procedure framework e.g. 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 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.