Referrals & Enquiries Assistant

**Job title**:Referrals & Enquiries Assistant

**Reports to**:Referrals Manager

**Hours**:37.5 hours per week

**Salary: £21500**

**Job role and purpose**:
Lotus Housing is a community interest company. We operate nationally, providing transitional supported housing to vulnerable adults and families at risk of homelessness and private sector rental accommodation. For our supported residents, we provide Intensive Housing Management services which aim to empower residents with the right tools to live independently by managing a tenancy and household. For every person we’ve helped reach independence, we know there are many more that could benefit as the demand for housing out paces the supply. We are constantly expanding our services by growing our housing provision and the number of residents we empower.

Our aim is to end homelessness and the size of our task is what keeps us motivated.

**Main duties and responsibilities**:
Referral and Allocations team are the first point of contact for individuals making a referral to, or enquiries to the Service. The duties of a Referral and Allocations team primarily involve conducting comprehensive risk and needs-based assessment interviews by telephone or, face to face and the onward referral of potential clients to appropriate service providers both within Lotus Housing and externally.

**Main Responsibilities**
- Respond to communication sent into the Referrals inbox & answer incoming telephone enquires
- Be a point of contact to provide information to general enquiries from third party organisations.
- Manage own diary and prioritise assessments.
- Arrange and complete Needs Assessments with vulnerable people.
- Keep clear and concise records of all clients that are referred into our service.
- Update internal systems on the progress of a referral and inform referrers of all outcomes
- Maintain a consistent approach to chasing referrals sent to services for outcomes
- Research partner organisations that could work in conjunction with Lotus Housing.
- Liaise with teams throughout the business to provide accurate information.
- Build and maintain relationships with third party referral organisations.
- General administration.
- Use our Online Management Systems to always keep records factual and up to date.
- Participate in Service policy and planning meetings.
- To participate in team meetings, team review days and other meetings as agreed with your line Manager
- To keep abreast of current housing legislation, welfare benefit legislations and other matters
- relevant to successful support of incoming clients by attending mandatory training.

**Essential recordkeeping**
- Ensure Residents files, reports, and other documents are accurate, kept up to date and that confidentiality is maintained.
- Ensure all information relating to services are accurate and up to date
- Provide relevant reports, etc., as required by the line manager and others.
- Maintain accurate records of progress towards the achievement of agreed goals for service
- Always Follow & promote all policies and procedures

**Health and Safety**
- To comply with the Health and Safety at Work etc. Act 1974
- To take responsibility for your own health and safety and that of other persons who may be affected by their own acts or omissions.
- To report any untoward incidents, accidents, illness, or other occurrences which may affect the health or safety of the people we support or employees in accordance with the policies and procedures.
- To carry out all duties in a healthy and safe manner in accordance with the service’s policy and procedures on Health and Safety, including manual handling, risk assessment and food hygiene.
- Report to line manager any potential health and safety risks identified.

**Equality and Diversity**

To always carry out their responsibilities in line with Equal Opportunities Policy and Procedure and ensure that equality of opportunity is promoted throughout the service and that no other employee or client is discriminated against on the grounds of age, gender, race, marital status, sexual orientation, religion, or belief.

**Confidentiality**

To maintain confidentiality of information relating to clients, staff, and other users of the services in accordance with the Data Protection Act 1998 including outside of the work environment. Any breach of confidentiality may render an individual liable for dismissal and/ or prosecution.

**General**

This job description is not intended to be exhaustive. You may be required to perform any other duties as the organisation may require. You undertake to work to the best of your ability and use your best endeavours to promote, develop and extend the employer’s organisation and interests.

**Conditions**

All offers of employment are conditional on you demonstrating your eligibility to work in the UK. Offers are also conditional on receipt of a minimum of two satisfactory references, covering at least the last three years on employme