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Resettlement Officer

  • Hours
  • 37.5
  • Salary
  • £27,000 per annum (full time equivalent)
  • Location
  • Shepherd's Bush, London
  • Closing Date
  • 06/11/2018
    • Contract

    • Fixed Term
    • Scheme

    • Our team is based in Kensington Town Hall Monday to Friday (09:00-17:00) along with other agencies providing support to people affected by the Grenfell Tower Fire. The team provides a resettlement service, assisting with moves and all practical aspects of moving home. They also make referrals to external agencies for support where necessary also.


    • Job Advert-Role Description

    • Purpose

      The post holder will work as part of a response task group assisting with the rehousing and resettlement of people affected by the Grenfell Fire. The project  team will be working in unpredictable and exceptional circumstances.   Internal candidates will need their manager to support their secondment into the service.

      The purpose of the resettlement service is to deal with the decisions and practicalities associated with home finding, moving in, settling and sustaining tenancies onwards.

      The role will require candidates to recognise and be sensitive to the psychological and emotional needs of people using the service, but the service is not commissioned to deliver psychological interventions and so the post holder will need to be able to recognise the boundaries of their role and how best to link people to other appropriate  services.

      Key Responsibilities

      The post holder will:

      • Work with the manager to develop the operating model for the service as this will likely evolve over the early weeks and months.  
      • Be required to personalise their support approach to ensure that the best outcome is achieved with individuals and families – they will be independent case managers and will need to alter their intervention in light of the individual circumstance and the roles of other agencies and support services.
      • Must be able to form plans and strategies that focus on getting people settled in their new home and sustaining their tenancy successfully. They will need to adopt a flexible approach which might include practical help with physical tasks associated with moving and setting up home.
      • Is required to work in collaboration with other agencies to ensure that the collective support response is effective and co-ordinated.
      • Must be self-aware and resilient. They will be required to engage with specialist training and support made available, including reflective supervision and team de –briefings.
      • Must be alive to the likelihood that their support could face intense scrutiny and that there will be exceptional levels of interest in the ongoing stories of the people affected by the fire.
      • Must act with the highest level of confidentiality and bring to the attention of their manager / the authorities any concerns.
      • Will keep professional and appropriate records, these may become shared and public documents.


      • Provide practical resettlement support
      • Co-ordinate resettlement plans for individual residents and families.
      • Act as a housing advocate and adviser to customers, accompanying them to relevant meetings and appointments.
      • Undertake effective multi-agency working, with key agencies, professionals and voluntary groups, including social workers, council officers and landlords to facilitate move on.
      • Assist people using the service with paperwork and application forms relating to the resettlement process.
      • Develop and maintain relationships with Royal Borough of Kensington and Chelsea housing options team and with external rehousing partners.
      • Advise and assist people using the service to ensure that exemptions from utilities, rent and council tax payments are in place.
      • Advise and assist people using the service where appropriate to arrange removals.
      • Advise and assist with furniture delivery arrangements.
      • Support people using the service with budgeting, and preparation for reintroduction of rent and utilities costs.
      • Liaise with landlords to ensure that any aids and adaptions are identified and installed where required to new properties.
      • Ensure all department/association policies and procedures are followed.


      • Ensure there is clear communication on all matters relating to the person’s move and settling in plans.
      • Ensure each customer receives regular updates on the progress of the move.
      • Make certain that clear, accurate and timely records are kept and shared with other partners involved in the resettlement arrangements as appropriate.

      Risk Management

      • Support people using the service to recognise risks to their health, wellbeing and independence.
      • Be alert to the impact of post-traumatic stress disorder and how this can affect a person’s mood and behaviour.Use management strategies to de-escalate situations and/or manage aggression and anger with sensitivity whilst remaining safe.
      • Support people using the service to identify and access voluntary and professional services that will support better health and welfare.
      • Communicate information about risk and need effectively with key stakeholders, in accordance with information sharing protocols and appropriate consents, in line with organisation’s confidentiality policy.
      • Apply the Association’s risk management procedures as applicable.

      Other duties

      • Implement the Association’s equal opportunities policy as an integral part of all duties and observe the letter and the spirit of the policy at all times.
      • Ability to work outside of normal office hours, including Saturdays.
      • Participate in reflective practice sessions on a regular basis.
      • Undertake any other reasonable requests from line manager.
      Attributes Criteria Essential/Desirable (E/D) 
      • 5 GCSE’s graded A - C;
      Skills/ Knowledge

      Excellent communicator both verbal and written;


        Insightful regarding trauma and PTSD D
        Able to work with people who may be displaying signs of anger and or distress E
        Can describe management strategies to cope; E
        Skilled in negotiating and influencing statutory services E
        A good understanding of issues affecting displaced and or homeless people, E
        A good understanding of statutory and voluntary services; E
        Excellent time management skills – can manage own workload and achieve own goals E
        Ability to set up and maintain administration and recording systems E
        Ability to use relevant IT software packages. E

       Good knowledge of housing law.

      Experience Experienced in supporting people with complex needs and those who have experienced trauma; E

      Evidence of great partnership working.

        Experience of advocacy for vulnerable adults D
        Experience of undertaking risk assessment for people experiencing mental health crisis/trauma/substance misuse E
      Personal Attributes Flexible - may be required to undertake practical and physical support interventions; D
        Self-aware, sensitive and resilient. E
        Good team player E
      Other Able to implement the Association’s equal opportunities policy as an integral part of duties. E
        Ability to work to a rota over 6 days including Saturday. E
        Ability to speak Arabic. D



    • Background check

    • This post is subject to an enhanced Disclosure and Barring Service check.

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