Resident Relationship Officer

2 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.

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.

Key Duties/Accountabilities:

Work flexibly to deliver high quality of services provided in respect of Resident Relationships Management service and to provide effective out of hours emergency cover detail to be determined as required by service teams need and in cognisance of individual circumstances.

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.

To 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 mediumterm solutions for residents who may require longer term interventions to achieve the results they require or aspire to achieve from the service.

Sets boundaries with residents offering assurances that the support will be available throughout the full life cycle of the issue.

Assesses the personal and organisational risk associated with their caseload and acts in accordance with the organisations 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 multidisciplinary 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.

To maintain a clear understanding of the objectives direction and development of the service area to meet changing needs with particular emphasis on customer relations continuous service improvement and ensuring that a positive image of the Council is portrayed at all times.

To contribute towards the development of a culture within the service which is customer focussed committed to ensuring value for money and to provide a high standard of customer service health and safety and the Council s core values.

Provide a highquality patchless and based on casework tenancy management service supporting residents to comply with their tenancy and lease conditions ensure support plans and health and safety and residents safety requirements are met consult with residents members and senior officers with regards to support tenancy sustainment and housing management issues.

Carry out risk assessments and manage support plans utilising motivational interviewing skills to drive personal motivation to make positive steps to change and providing an environment to explore and support that change.

Essential Experience Required:

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 regarding 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:

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.

This role is subject to an Enhanced DBS check.

Ability and willingness to travel between locations.

The closing date for this position is Monday 23/09/2024.