Resident Relationship Officer
4 days ago
We are seeking a highly skilled and compassionate Resident Relationship Officer to join our team at CRA GROUP LIMITED. As a key member of our Resident Relationships Management service, you will play a vital role in ensuring that every resident living in our Council Housing has access to a single point of contact to guide, support, coach, and empower them to identify their inner strength and new pathways of progression and resolution of the issues impacting their lives.
Key Responsibilities- Work flexibly to deliver high-quality services provided in respect of Resident Relationships Management service and provide effective out-of-hours emergency cover.
- Provide crisis intervention support to individuals or households in periods of crisis, assessing risk and working with multiple agencies to ensure the immediate safety of those concerned and beyond this setting a pathway to long-term resolution.
- Provide early intervention for individuals or households with additional needs, exploring ways to build confidence, build support networks, and structured plans to deliver required outcomes for residents.
- Provide a range of medium-term solutions for residents who may require longer-term interventions to achieve the results they require or aspire to achieve from the service.
- Set boundaries with residents, offering assurances that the support will be available throughout the full life cycle of the issue.
- Assess the personal and organisational risk associated with their caseload and act in accordance with the organisation's safeguarding policies, ensuring that residents understand the boundaries and limitations of their relationship at the outset of the referral.
- Ensure regular evaluation of the interventions with residents, ensuring they are delivering the desired change and seeking supervision and further expert clarity from the multi-disciplinary specialist team on complex cases where progress is limited.
- Ensure all cases are closed 'safely' so the resident is clear that whilst it is the end of this intervention, it is not the end of the support available to them, offering clarity about the ongoing tools and resources of support available once the case is closed.
- 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 multi-landlord tenure-blind tenancy management, complex casework management.
- Experience of managing a portfolio of complex casework regarding people support and tenancy management issues.
- Experience of working in a face-paced environment, with many competing priorities.
- Experience of working in complex housing organisations 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, anti-social behaviour, alcohol and substance misuse, and troubled families.
This role is subject to an Enhanced DBS check. Ability and willingness to travel between locations.
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Enfield Town, Greater London, United Kingdom CRA GROUP LIMITED Full timeJob Description2 months contract with a North London based Local AuthorityJob Summary:• The role exists to ensure that every resident living in an Enfield Council Home, regardless of tenure, has access to a single point of contact to guide, support, coach, and empower them to identify their inner strength and new pathways of progression and resolution of...
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