Homelessness Triage Officer

As one of 2 Triage Officers you will be responsible for responding to new enquiries from customers regarding homelessness.

Your role will be to gather information relevant to their housing situation, record it, and determine next steps, before liaising with and handing the case over to our Homelessness Prevention and Relief Teams. Using your initiative, you will have the opportunity to resolve the case where possible, liaising with landlords and partner agencies.

Can you lead and guide conversations over the telephone?

We are looking for that one person who can understand the best way to communicate with customers facing complex and emotive housing related situations, quickly deciding on the next steps in their homelessness journey.

Can you quickly establish positive and trusting relationships with customers over the telephone?

You don't necessarily need homelessness experience, but we are looking for someone who is both positive and confident: providing effective and reassuring responses to new customers requiring homelessness assistance.

Do you revel in managing pressured situations and demands from customers?

We are looking for you to make quick wins maximising your time in a demanding role.

Most of the contact from clients is via telephone. The Triage Team are the first port of call for many of our customers. It is important you can comfortably juggle competing demands and priorities of the role.

The wider Housing Options Team will help you settle in and will be on hand for support.

Do you have the passion and dedication to provide help to clients with complex needs?

We are looking for someone to demonstrate the initiative to apply problem solving to the issues faced by clients and the skills to engage with partner agencies to get the best outcomes for our clients.

Do you have excellent attention to detail?, Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.

The Housing Options Team consists of 4 specialist teams covering Triage, Prevention of homelessness, accommodation and move on and a team Support Workers.

The Council continues to invest in providing new, quality Council owned temporary accommodation across the district for single and family households.

At NFDC we believe that all our employees make a valuable contribution to the work of the Council and that's why we encourage a trusting and open culture where each employee is supported and respected equally, where ideas are actively sought, and self-development promoted.

Salary: £30,195 - £33,579 per annum

Flexible working

Local Government Pension Scheme

Wide range of employee discounts at high street retailers, including supermarkets, stores and restaurants

Employee Assistance Programme (free 24 hour legal, financial and personal advice for employees).

A Cycle to Work scheme which could save you around 40% on cycles and accessories

Whilst we offer hybrid working opportunities there will be the requirement to attend our head office in Lyndhurst each week.