Resident Liaison and Occupancy Lead

5 days ago

Solihull, Solihull, United Kingdom Royal Star & Garter Full time

We are seeking an exceptional Resident Liaison and Occupancy Lead to join our Central Services team at Royal Star & Garter. This challenging role will involve supporting our Homes in maintaining occupancy levels, managing the moving in process for individuals requiring our services, assessing financial needs, negotiating contracts, and ensuring compliance with regulatory standards.

This is a unique opportunity for a skilled professional to work with highly motivated teams, dedicated to supporting veterans and their families. The successful candidate will be responsible for fostering connections and enhancing the quality of life for both residents and their families. Strong communication and problem-solving skills are essential for this role.

We offer a comprehensive training and support programme, as well as excellent benefits, to help our team members grow and thrive. If you are a motivated and compassionate individual with a passion for delivering exceptional customer care, we encourage you to apply.

Key Responsibilities:
  • Manage the full enquiry process for individuals requiring our services, providing excellent levels of customer care and ensuring a warm and receptive experience for veterans and their partners.
  • Assist with individual financial needs assessments, coordinate the moving in process, negotiate contracts, and ensure compliance with regulatory standards.
  • Work closely with beneficiaries and their families, as well as local authorities and social workers, to ensure that veterans and their partners can access the services and environments that best meet their needs.
Assessment and Access to Services:
  • Coordinate and manage the enquiry and moving in process to our Homes from first points of contact or referral to admission, ensuring a smooth transition for veterans and their partners.
  • Conduct comprehensive assessments of individuals' needs in collaboration with our Homes, social workers, and healthcare professionals.
  • Identify suitable services and support according to our criteria that align with assessed needs, preferences, and best interests of the individuals.
Liaison and Coordination:
  • Act as a primary point of contact for our Homes, social workers, families, and other stakeholders.
  • Provide guidance and support to veterans and their families throughout the moving in journey, or where they require support from other services.
  • Provide a positive customer experience, helping to facilitate communication and collaboration among all parties involved with the moving in process.
  • Work in collaboration with the Marcomms teams to input effective data to relevant analysis.
Contract Management:
  • Negotiate and manage resident agreements with Home Managers, local authorities, residents, and families, ensuring cost-effective and high-quality service delivery.
  • Monitor relationships and communication with local authorities, community teams, and hospital discharge teams addressing any issues or discrepancies in a timely manner.
  • Monitor the ratio of self-funders to local authority residents and liaise with the Financial Controller to report their occupancy status.
Quality Assurance and Compliance:
  • Ensure that all admissions comply with regulatory standards, our policies, and best practices.
  • Conduct regular reviews and audits of the assessment and admissions of new residents into our Homes to maintain high standards of satisfaction.
  • Address any concerns or complaints regarding admissions and take appropriate action to resolve issues.
Data Management and Reporting:
  • Maintain accurate and up-to-date records of all enquiries, admissions, assessments, and contracts using Found (our occupancy database).
  • Prepare regular reports on occupancy activity, outcomes, and performance metrics liaising effectively with the Marcomms team.
  • Utilise data to identify trends, inform decision-making, and improve service delivery.
  • Undertake any other duties as required and consistent with the nature of the role as determined by your manager.

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