At a Glance
- Tasks: Assist customers facing homelessness by providing advice and support in a fast-paced environment.
- Company: Exeter City Council, dedicated to community support and inclusivity.
- Benefits: Competitive salary, diverse workplace, and commitment to professional development.
- Other info: Join a supportive team focused on continuous improvement and community impact.
- Why this job: Make a real difference in people's lives while developing valuable skills.
- Qualifications: Experience in housing or customer service, with strong empathy and judgement.
The predicted salary is between 30000 - 40000 € per year.
We are looking for a confident and compassionate professional with experience of working in a housing, homelessness or customer focused environment.
As a Triage Officer, you will be the first port of call giving advice and assistance to customers who are homeless or threatened with homelessness. You will engage with customers face to face, by telephone and by email, gathering essential information, assessing risk and urgency, and ensuring that cases are progressed promptly and accurately in line with homelessness legislation and council procedures. You will work closely with colleagues across Housing Needs and Homelessness, wider council services, and external partner organisations to ensure customers are supported and signposted to the right help at the right time. This is a challenging but highly rewarding role, requiring empathy, sound judgement and the ability to work confidently in fast paced and sometimes complex situations.
Key Responsibilities
- Act as the first point of contact for customers who are homeless or at risk of homelessness, including self referrals and duty to refer cases
- Carry out structured triage assessments, gathering key information on housing situation, risks, and immediate needs
- Assess urgency and risk, including situations involving rough sleeping, domestic abuse, safeguarding concerns, or hospital/institutional discharge
- Provide early housing advice, including tenancy rights, eviction processes and homelessness prevention options
- Verify eligibility for assistance under homelessness legislation
- Accurately record information, upload evidence and prepare cases for allocation to Casework or Early Intervention and Sustainment Officers
- Signpost and refer customers to appropriate internal and external support services
- Work in a trauma informed and psychologically informed way at all times
- Contribute to service performance, quality assurance and continuous improvement
- Respond appropriately to safeguarding concerns and incidents, escalating where required
- Maintain high standards of customer care and professionalism in line with council policies
The Customer Support Team (Housing Needs Team) are committed to helping and supporting each other and the people of Exeter with complex and unprecedented challenges.
At Exeter City Council we are fully committed to having a diverse and inclusive workforce to reflect the communities we serve. To support this commitment we will strive to implement reasonable adjustments to support any members of our communities who face barriers in recruitment processes, irrespective of the reason. We are also proud to be a Disability Confident Employer and have committed to guaranteeing an interview to anyone with a disability whose application meets the minimum criteria for the post.
Triage Officer employer: Exeter City Council
Exeter City Council is an exceptional employer, dedicated to fostering a supportive and inclusive work environment for its employees. As a Triage Officer, you will benefit from a collaborative culture that prioritises professional development and offers opportunities to make a meaningful impact in the community. With a strong commitment to diversity and being a Disability Confident Employer, Exeter City Council ensures that all staff are equipped with the resources and support needed to thrive in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land Triage Officer
✨Tip Number 1
Get to know the company! Research Exeter City Council and their values. When you understand what they stand for, you can tailor your approach during interviews and show how you fit right in.
✨Tip Number 2
Practice your communication skills. As a Triage Officer, you'll be engaging with customers face-to-face and over the phone. Role-play scenarios with friends or family to build your confidence and refine your responses.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend local events related to housing and homelessness. Building relationships can give you insider info and even a foot in the door.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the team at Exeter City Council.
We think you need these skills to ace Triage Officer
Some tips for your application 🫡
Show Your Compassion:In your application, let us see your empathetic side! Share experiences where you've helped others, especially in housing or customer-focused roles. We want to know how you connect with people in need.
Be Clear and Concise:When filling out your application, keep it straightforward. Use clear language and get straight to the point. We appreciate a well-structured application that makes it easy for us to see your qualifications.
Highlight Relevant Experience:Make sure to showcase any experience related to homelessness or housing. Whether it's through work or volunteering, we want to see how your background aligns with the role of Triage Officer.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Exeter City Council
✨Know Your Stuff
Make sure you understand the key responsibilities of a Triage Officer. Familiarise yourself with homelessness legislation and council procedures, as well as common issues faced by customers. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Show Your Empathy
Since this role requires compassion, be prepared to share examples of how you've supported individuals in challenging situations. Think about times when you've had to assess risk or urgency and how you approached those conversations with empathy and understanding.
✨Practice Your Communication Skills
As a Triage Officer, you'll need to communicate effectively with customers and colleagues alike. Practice articulating your thoughts clearly and concisely. You might even want to do a mock interview with a friend to get comfortable with answering questions on the spot.
✨Prepare Questions
At the end of the interview, you'll likely have the chance to ask questions. Prepare thoughtful queries about the team dynamics, support services available, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the position is the right fit for you.
