Triage Officer
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Job Location:
Worcestershire - UK
Monthly Salary:
Not Disclosed
Posted on:
9 hours ago
Vacancies:
1 Vacancy
Job Summary
3 Month Contract With A local Authority
To act as the first point of contact for all homelessness and housing-related enquiries delivering a professional customer-focused triage service that prioritises early intervention and homelessness prevention.
The postholder will assess housing needs at first contact provide accurate advice in line with statutory duties under housing and homelessness legislation and ensure timely referral to specialist officers where required. The role supports the Councils legal obligations and strategic objective of preventing and relieving homelessness while promoting customer independence and informed choice.
Key Responsibilities
Deliver a frontline triage service via telephone digital platforms and face-to-face contact.
Conduct initial housing needs assessments in accordance with relevant housing and homelessness legislation.
Identify prevention and relief duties and provide immediate practical housing advice.
Manage emergency presentations and facilitate access to temporary accommodation where required.
Ensure accurate and timely referrals to specialist homelessness or housing officers.
Provide clear advice regarding the Housing Register and Allocations Policy managing customer expectations appropriately.
Support customers to access and complete digital applications promoting self-service wherever possible.
Maintain accurate case records and correspondence using housing management IT systems.
Identify safeguarding concerns and escalate appropriately in line with policy.
Work collaboratively with internal teams external partners and private landlords to support prevention outcomes.
Contribute to performance monitoring service improvement and compliance with financial and data protection regulations.
Requirements
GCSEs (or equivalent) including English and Maths.
Willingness to work towards a relevant housing qualification (e.g. CIH Level 3) is desirable.
Experience working within homelessness housing options or a related advice service.
Knowledge of housing and homelessness legislation and statutory duties.
Experience of supporting customers with complex needs and in emotionally challenging situations.
Experience of needs assessment decision-making and managing customer expectations.
Experience using case management or housing IT systems.
Strong communication and interpersonal skills.
Ability to prioritise urgent cases and manage competing demands.
Sound judgement and decision-making skills.
Resilience and ability to remain calm under pressure.
High level of accuracy and attention to detail.
Commitment to equality diversity and customer-centred service delivery.
Ability to work independently and as part of a team.
- 37 Working Hours per Week
- Bi-Weekly Paymnets
- Basic DBS is Required
Company Industry
IT Services and IT Consulting
Key Skills
- CCTV
- Federal Agencies
- Customer Service
- Clearance
- Facility
- Suspicious Activity
- Property Damage
- Public Safety
- Daily Operations
- Professional Development
- Access Control
- Communication
- General Public
- Procedures
- Powerpoint
