Triage/Housing Options Officer – AR

Job Description – Triage/Housing Options Officer

Job Title: Triage/Housing Options Officer
Location: Local Authority
Hours: Monday – Friday, 9:00am – 5:00pm

Role Overview

We are seeking an experienced Triage/Housing Options Officer to join a busy Housing Options team. You will be the first point of contact for customers who are homeless or threatened with homelessness, carrying out initial assessments, providing housing advice, and determining the appropriate course of action in line with homelessness legislation.

This role requires a strong understanding of the Homelessness Reduction Act 2017 (HRA) and Part VII of the Housing Act 1996, alongside excellent customer service skills and the ability to make legally compliant decisions.

Key Responsibilities

• Undertake initial homelessness and housing options assessments for customers presenting to the service.
• Provide housing advice and guidance in accordance with the Homelessness Reduction Act 2017 and relevant housing legislation.
• Assess customers’ circumstances and determine the appropriate statutory duties owed.
• Prepare and issue written legal decision letters where appropriate.
• Refer complex or higher-risk cases to the Duty Officer for further investigation and case management.
• Deliver a professional, empathetic, and customer-focused service to individuals experiencing housing difficulties.
• Maintain accurate case records and ensure all actions are compliant with statutory requirements and council procedures.
• Work collaboratively with internal teams and external agencies to support customers and achieve positive housing outcomes.

Essential Requirements

• Previous experience working within a Local Authority Housing Options or Homelessness service.
• Strong working knowledge of the Homelessness Reduction Act 2017 (HRA) and Part VII of the Housing Act 1996.
• Experience undertaking homelessness assessments and providing housing advice.
• Ability to produce legally compliant written decision letters.
• Excellent communication, customer service, and interpersonal skills with a compassionate and empathetic approach.
• Strong organisational skills and the ability to manage a varied workload in a fast-paced environment.

Desirable

• Experience working within a busy Housing Options or Homelessness Triage team.
• Knowledge of local authority housing management systems and case management software.

This is an excellent opportunity for an experienced Housing Options professional with strong technical knowledge of homelessness legislation who is passionate about supporting vulnerable residents and delivering high-quality frontline housing advice.