Resident Relationship Officer

23 months contract with a North London based Local Authority

Job Summary:

The role exists to ensure that every resident living in an Enfield Council Home irrespective of tenure when facing the most significant challenges of life have access to a single point of contact to guide support coach and empower them to identify their inner strength and identify new pathways of progression and resolution of the issues impacting on their lives.

Access to the service will primarily be for short to medium term solutions however in some more complex cases engagement with a case may be long term.

The resident can be assured the Resident Relationship Manager role does not end until the solution is resolved.

Sample of the Key Duties/Accountabilities:

Accept and assess referrals of multifaceted complex and often highrisk cases ensuring that clear outcomesbased plans and risk management action plans are in place and maximising access to a range of other services and interventions to support residents that access the service at point of crisis including Mental health Domestic abuse/ Harassment / hate crime / Loss and bereavement / Substantial debt and financial hardship

Provides initial and tailored support to new social housing tenants to ensure they are well equipped to understand the rights and responsibilities that come with their new home and how to maximise the opportunities from the raft of services accessible as part of their wider support network.

Provides housing management support services and manage a complex casework specialising in all people related issues including but not limited to safeguarding domestic abuse mental health children and young people support older people support hoarding property condition mediation and dispute resolution antisocial behaviour alcohol and substance misuse and troubled families.

The role takes work with residents beyond management of a tenancy to one that seeks to build shared understanding and goals with the individual and equip them with the tools and support to affect change for themselves and the community.

The Resident Relationship Officer makes onward referrals with the resident in order to support the growth of their support network and enabling building of resilience so residents feel better equipped to deal with life s challenges after an intervention from the Resident Relationship Team.

Provide high quality and comprehensive support to the service user to empower them to plan work towards and achieve their outcomes.

Essential Experience Required:

As a regular and intrinsic part of this role requires you to speak to members of the public in English the ability to converse at ease with customers and provide advice in accurate spoken English is essential and consistent with the requirements of this role. This role also requires you to be polite and courteous when conversing with the public.

Knowledge of housing law

Understanding of how to apply coaching and /or motivational interviewing tools with customers to drive ownership of problems and solutions.

Experience of delivering customer facing multilandlord tenure blind tenancy management complex casework management.

Experience of managing a portfolio of complex casework in regard to people support and tenancy management issues.

Experience of working in facepaced environment with many competing priorities.

Experience of working in complex housing organisation and experience of working with vulnerable residents to improve outcomes and sustain behavioural change.

Specialism or extensive working experience in two or more of the core areas: safeguarding domestic abuse mental health children and young people support support for the elderly hoarding property condition mediation and dispute resolution antisocial behaviour alcohol and substance misuse and troubled families.

Additional information to note:

This position is subject to an Enhanced DBS check.

Resident Relationships Management service is to work flexibly to deliver a tenure blind wholesome people and place offer for residents living in Council Housing ensuring the needs of the wider community are met week and provide emergency response detail to be determined as required by service teams need and in cognisance of individual circumstances.

Ability and willingness to travel between locations.

The closing date for this position is 01/03/2024.