Day in the life: Gena Nelson
Meet Gena, Anti-Social Behaviour (ASB) Caseworker!
Hi, my name is Gena Nelson. I’m an ASB Caseworker in Stonewater’s dedicated ASB team and have over 20 years of experience supporting people experiencing ASB.
One fun fact about me is that I sing with a community gospel choir in my spare time!
My role includes investigating reports of anti-social behaviour happening within our communities and taking appropriate action to reach a solution.
I work very closely with other agencies, such as the NHS, the Police, Social Services and our contractors to support customers in many different ways – for example, by arranging mediation to resolve arguments, gathering evidence to build legal cases in order to protect customers and putting practical steps in place to make sure vulnerable customers have the resources they need - all with the aim to help people living in our neighbourhoods to feel safe, secure and listened to.
As an ASB Caseworker, communicating effectively with our customers, colleagues and external agencies is crucial when it comes to providing support, especially during difficult times.
“You have gone above and beyond in supporting us through this traumatic experience. The constant check-ins to make sure we were ok and the reassurance you gave us (as far as you could) helped us, me in particular, so much. You kept us informed and updated every step of the way. I know you are "doing your job", but I don't think I can express and convey to anyone else reading this quite how much you have helped us (me in particular) get through this last 12 months”
- Charlie*, Stonewater customer
Compassion, understanding and collaboration are particularly important given the often-sensitive nature of the cases we deal with. Many customers I speak to are struggling and in need of real help, so by communicating effectively, I can offer support and help them to work towards a positive outcome.
This support may look like keeping in touch and following up, creating a safe space for customers to talk and feel heard and looking for creative solutions together.
“Gena has consistently acted professionally, promptly, and with genuine compassion. She is a credit to your housing association and has done everything within her remit to support us.”
- Sam*, Stonewater customer
*Names changed for privacy.