Riverside – Veterans Referral Officer – Operation Fortitude


Contract Type:  Permanent
Part time:  18.75 hours per week 
Salary:  £22,898 Plus £4,000 London Allowance (pro rata)
Working Pattern:  Monday to Friday
Location:  Timber Wharf, Hackney

Applications may close before the deadline, so please apply early to avoid disappointment

For your application to be considered please ensure you complete and attach alongside your CV a Supporting Statement detailing in a few sentences why you have applied and feel you are a suitable candidate for this role

Op FORTITUDE is the newly established pathway to end veteran rough sleeping in the UK. The Op FORTITUDE Pathway Team will play a central role in achieving this by creating the links between the veterans at risk of or experiencing homelessness and the organisations that can provide them the support they need.

The difference you’ll make

In this role you will make a significant difference to the lives of veterans affected by homelessness on a daily basis.

For some veterans, especially those sleeping rough, veteran supported housing can help them develop the skills they need to go on to live independently.

Your role will be to develop relationships with the providers of veteran supported housing, understand the needs of and work with the veterans referred to us, and linking the veteran with the service best able to meet their needs.

So, who are you?

If you want to make a positive impact on the lives of veterans – we want to hear from you.

This is an exciting opportunity to be part of a team that will make a significant and meaningful difference to the lives of veterans in the UK.

While desirable, being a member of the Armed Forces Community is not essential.

So, if you have a passion for the mission, the ability to create excellent working relationships, and an understanding of the causes and solutions to homelessness, then you could be ideal for this role.

Enjoy the rewards

Working with us, you’ll enjoy competitive pay, 28 days holidays plus bank holidays, a wide range of benefits, flexible working, and the chance to learn valuable new skills. We empower our people to do great work by investing in learning, personal development, and technology.

If you’re the kind of person that wants to do a really great job and make a difference to our customers, we think you’ll love it here. Sound like a challenge you’d like to take on? Then get in touch and let’s talk about how you can help us transform lives and revitalise neighbourhoods.

We encourage applicants from all sections of the community so that we can truly reflect the neighbourhoods in which we work.

Role Profile

To work in partnership with key stakeholders to achieve the Op FORTITUDE mission to end veteran rough sleeping, which is a Government funded referral service that support Veterans who may be rough sleeping or are at risk of homelessness.

Work collaboratively as part of a committed team to deliver an outstanding service by administering the referral gateway for single veterans at risk or experiencing homelessness to access suitable accommodation.

To put customers first and empower them to achieve their goals and aspirations.

Undertake a range of tasks that contribute to the safe and effective service delivery to customers.

Role requires you to deliver a referral management service:

  • Acting as the first point of contact, dealing with a range of enquiries, answering phone calls and signposting customers as required.
  • Demonstrating a full understanding of the eligibility criteria to confirm that referrals meet the criteria for the Pathway.
  • Signposting referred customers that have a need for support, but do not meet the eligibility criteria.
  • Delivering the referrals process to meet contractual requirements. This will include:
    • Monitoring the Op FORTITUDE referral portal, acknowledging receipt of referrals and responding to all enquiries within agreed timeframes.
    • Completing urgent initial assessments and identifying level and complexity of needs.
    • Referring customers to the Pathways Caseworker for support in seeking accommodation.
    • Liaising with referring agents.
    • Deciding on the outcome and advising all relevant parties accordingly.
    • Making a referral to the appropriate accommodation provider.
  • Being responsible for the accuracy of data of the referrals and that the referral pathway database is “quality driven” and updated at all times, escalating any issues or concerns when referrals have not met the pathway standards to the Service Manager.
  • Identifying appropriate accommodation providers with suitable vacancies that meet referral needs.
  • Respecting customer preferences in relation to choice of location where multiple accommodation options are available.
  • Where multiple accommodation choices are available that meet both the level of need, and referral choice, prioritise the unit that has been vacant for the longest period.
  • Ensuring 100% compliance with the recording of all referral activity.
  • Resolving difficult and challenging situations in a sensitive and informed way, balancing the needs of the individual with the safety of the service.
  • Contributing to and maintaining partnerships across the Op FORTITUDE Pathway.
  • Carrying out day-to-day administration and operational duties.
  • Assisting in the collation and submission of information returns relating to funding and performance, including capturing information for contractual requirements.
  • Using IT systems appropriately, including adding updates to the referral portal.

Support customers:

You will use psychologically and trauma informed approaches to engage and support veterans to make positive choices by:

  • Signposting to the relevant Op FORTITUDE Caseworkers when brief intervention work at referral stage is required to ensure the safety of the customer.
  • Maintaining regular contact with veterans on the waiting list and keeping them fully updated with the status of their application.
  • Understanding the risk management process, escalating appropriately where you have concerns for the safety of the veteran or others.
  • Ensuring equality, diversity and inclusion is always considered.

Other Information

You will be required to:

  • Working to a rota to meet  business need.
  • Carry out all your duties within Riverside’s Policy and Procedure framework e.g., health & safety, safeguarding, dignity at work, GDPR, cash handling, etc.
  • Deliver your role in line with Riverside company values – “Our Riverside Way”.
  • Participate in team meetings, attend regular supervisions and reflective practice sessions.
  • Undertake regular training and take responsibility for continuous development to enable you to deliver your role safely.
  • From time to time, you may be required to undertake additional duties and responsibilities in consultation with your Line Manager.

Person specification

Knowledge, Skills, and Experience


  • An understanding of the barriers faced by vulnerable homeless people with complex needs.
  • Ability to work in partnership and communicate with other people to reach positive outcomes.
  • Ability to organise tasks and plan accordingly.
  • Be a team player with a caring, flexible, resilient, can-do attitude.
  • Ability to use initiative and have confidence to make decisions.
  • High attention to detail with competent and accurate administrative and IT skills.


  • Understanding of the veteran sector.
  • Ability to administer a comprehensive referral service.
  • Personal lived experience of serving in the forces or of homelessness.
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