Crisis and Resilience Officer

West Northants Council; Northampton; Remote; GBP 28,000 - 36,000; Full time

Job summary

West Northamptonshire Council is seeking a Crisis and Resilience Officer to support residents facing financial hardship and crisis, delivering both immediate aid and longer-term resilience planning.

The role involves coordinating with housing, benefits, social care, families services and voluntary organisations to ensure timely, appropriate help, guided by a no-wrong-front-door approach and a commitment to dignity and respect.

Qualifications

• Experience in financial inclusion, welfare support, housing, benefits, or related environment.
• Excellent communication and interpersonal skills with diverse groups.
• Experience in partnership working and delivering joined-up support across agencies.

Responsibilities

• Engage directly with residents experiencing financial hardship or crisis.
• Identify underlying causes and help residents access longer-term support.
• Make warm referrals to internal and external services to avoid repeated explanations.
• Collaborate with housing, revenues and benefits, adult social care, children’s services, employment support and voluntary sector organisations.
• Promote financial inclusion by helping residents maximise income and access broader support services.
• Record interventions and monitor outcomes using digital tools and case management systems.
• Analyze trends to inform service improvements and future priorities.
• Support innovative approaches to strengthen resident resilience and reduce repeat crisis presentations.
• Maintain dignity, respect and customer focus throughout the resident journey.

Job description

Are you passionate about making a real difference to people facing financial hardship? Do you believe that crisis support should be about more than meeting an immediate need and should help people build stronger, more resilient futures?

We are looking for an enthusiastic and compassionate Crisis and Resilience Officer to join our Crisis and Resilience team. This exciting role sits at the heart of our commitment to supporting residents through times of crisis while helping them access the advice, services and opportunities they need to improve their long-term wellbeing.

You'll play a key role in delivering a person-centred service that combines immediate financial assistance with wider resilience-building support. Working closely with residents, colleagues and partner organisations, you'll help ensure people receive the right support at the right time through a coordinated, "no wrong front door" approach.

This is a rewarding opportunity for someone who enjoys problem solving, partnership working and helping people overcome barriers to achieve positive outcomes.

What will you be doing?

• Engage directly with residents experiencing financial hardship, vulnerability or crisis.
• Identify underlying causes of financial difficulty and help residents access longer-term support.
• Make warm referrals to internal and external services, ensuring residents do not need to repeatedly explain their circumstances.
• Work collaboratively with colleagues across housing, revenues and benefits, adult social care, children's services, employment support and voluntary sector organisations.
• Promote financial inclusion by helping residents maximise income, reduce expenditure and access wider support services.
• Use digital tools, case management systems and customer information to record interventions and monitor outcomes.
• Analyse trends and emerging issues to help inform service improvements and future support priorities.
• Support the delivery and development of innovative approaches that strengthen resident resilience and reduce repeat crisis presentations.
• Contribute to a culture of dignity, respect and customer focus, ensuring residents are treated with empathy and understanding throughout their journey.

About you

We're looking for someone who is passionate about helping others and committed to delivering excellent customer outcomes.

You'll be able to build trusting relationships quickly, communicate effectively with a wide range of people and remain calm when dealing with sensitive or complex situations.

You will ideally have:

• Experience of working within financial inclusion, welfare support, housing, benefits, community services or a related environment.
• Knowledge of the challenges faced by people experiencing financial hardship and vulnerability.
• Excellent communication and interpersonal skills, with the ability to engage confidently with residents and partner organisations.
• Experience of partnership working and delivering joined-up support across multiple agencies.
• Good organisational skills and the ability to manage competing priorities in a fast-paced environment.
• Confidence using digital systems and interpreting information to support effective service delivery.
• A commitment to equality, inclusion and treating people with dignity and respect.

Most importantly, you'll share our ambition to help residents move beyond crisis, improve their financial wellbeing and build lasting resilience within our communities.

West Northamptonshire Council 2.5K subscribers

At West Northants Council, it’s about our people. People who thrive with ambition, bubble with new ideas, demand better ways of working, caring about every detail, and who never shy away from a challenge. Our culture is a gateway for new experiences. A place to forge new opportunities. To empower you in your career and unite you with like-minded people.

Our vision is ‘to make West Northants a great place to live, work, visit and thrive’. We truly stand by this and work hard every day to make this a reality. Our corporate values, THRIVE, stand for: Trust, High Performance, Respect, Innovate and Empower, they underpin everything we do and how we deliver services. Hear from our Chief Executive, Martin Henry, about building a career at WNC.

We are committed to ensuring diversity, equality, equity, and inclusion is woven into the fabric of WNC and everything we do, to enable all colleagues to develop and maximize their full potential. We are a disability confident employer, a member of the Armed Forces Covenant, and a Care Leaver Covenant partner

The following film was created by us to communicate our intentions - watch WNC colleagues explain what DEI means to us .

If you need additional support or reasonable adjustments during the application process, including needing the job description in another format or language, please email [e-mail] for support.

West Northants Council, where careers thrive.

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• Contract Details Fixed term contract until 31st March 2029