Crisis and Resilience Fund Officer

The Crisis & Resilience Fund Officer is responsible for acting as the first point of assessment for residents seeking financial or practical support during periods of crisis or hardship. The role ensures that applications to the Crisis & Resilience Fund (CRF) are triaged promptly, fairly, and in line with Local Authority policies, safeguarding responsibilities, and statutory requirements., The Crisis & Resilience Fund Officer provides a rapid, person-centred assessment of need, identifies levels of urgency, and allocates cases for further action, support, or intervention. The Post Holder will provide trauma informed support whilst supporting residents and will work closely with internal Council teams and external partners. The Post Holder will help ensure that vulnerable individuals and households receive timely assistance, this will include urgent essential needs that pose a risk to health, safety, or basic living conditions. This will also promote financial stability and enhance community engagement., 1. Triage & Assessment: Conduct timely initial assessments, adhering to relevant policies, procedure and criteria, of applications, establishing urgency, eligibility, risk and vulnerability. 2. Customer Support: Provide sensitive, person centred, trauma-informed support to residents experiencing distress, hardship, or crisis. Communicate clearly and appropriately with residents to obtain relevant information and explain decisions using varying communication styles (Phone, email, face-to-face). 3. Case Management & Multi-agency Working: Record all case information accurately using council systems, ensuring audit-ready documentation. Escalate safeguarding concerns immediately to the appropriate internal team in line with statutory procedures. 4. Decision-Making & Administration: Determine the level of support required, including authorising appropriate payments or emergency assistance within delegated powers. Ensure compliance with GDPR and confidentiality requirements. 5. Service Development: Provide feedback to management that supports continuous improvement of CRF processes and resident experience. Participate in training and reflective practice to maintain service standards and personal resilience. 6. Safeguarding, Risk Monitoring & Quality Assurance: Monitor applications for safeguarding indicators, vulnerability patterns or repeat presentations and escalate concerns in line with statutory procedures., Our values define who we are and how we operate, by forming the foundation for how we interact with our customers, colleagues and provide our services. They are also at the forefront of our decision making and delivery and are: Customer-focused Respectful Efficient Supportive Trustworthy Our key commitments help ensure that the priorities we make, now and in the future, maintain the necessary breadth of focus in those areas that we believe matter most.

• Experience of working with a Local Authority or Registered Provider.
• Experience working in a customer facing or support environment (local authority, housing, voluntary sector, health, or similar).
• Experience supporting vulnerable individuals, including those in distress or crisis.
• Understanding of financial hardship, poverty, and the challenges faced by vulnerable households.
• Knowledge of safeguarding principles for adults and children.
• Strong assessment and decision making skills.
• Ability to identify risk and escalate concerns appropriately.
• Excellent communication skills with the ability to engage sensitively with residents in crisis.
• Strong administrative and IT skills, including Microsoft Office and case management systems.
• Ability to keep accurate records and manage confidential information.
• Confidence in supporting people via telephone, email, or face-to-face.
  
  We provide a range of great benefits such as an Employee Assistance Programme, an Employee Benefits Scheme, wellbeing support, travel rates at HMRC rates, as well as supporting a range of active Employee Network Groups.
  
  Here at North Northamptonshire Council, we're transforming for the better, using all our creativity and imagination to create the best life for our local people.
You'll find that we have a wide range of careers that may be more surprising than you think! Why choose us? We offer a vibrant working environment with:
• a competitive salary
• a pension scheme, where we pay a significant contribution on top of your contribution. It provides life cover and ill-health protection.
• lots of opportunities to develop your skills, knowledge and potential in a large unitary council
• generous leave entitlement (28 days, rising to 33 days) and bank holidays, plus the option to buy up to an extra 10 days
• hybrid and flexible working arrangements, where practicable for service needs to help you with a healthy work-life balance.