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Housing Triage Officer
We are looking for a confident, customer-focused and organised Housing Triage Officer to join our Housing Options service.
As a Housing Triage Officer, you will provide the first point of contact for residents approaching the Council for housing advice and homelessness assistance. You will carry out an initial assessment of customers' circumstances, identify immediate housing needs and risks, provide appropriate advice and ensure cases are referred promptly to the correct service or officer.
This is a busy frontline role where you will deal with a wide range of enquiries, including customers who may be homeless or threatened with homelessness, experiencing relationship breakdown, fleeing domestic abuse, facing eviction or experiencing other housing difficulties.
Key responsibilities
- Act as the first point of contact for customers seeking housing and homelessness assistance.
- Undertake effective initial triage assessments to establish customers' circumstances, housing needs and urgency.
- Identify customers who are homeless or threatened with homelessness and ensure they are referred appropriately for further assessment.
- Recognise cases requiring urgent intervention, including potential safeguarding concerns and customers at immediate risk.
- Provide clear and accurate housing advice, including information about housing options and relevant support services.
- Gather relevant information and documentation at the earliest opportunity to support effective case progression.
- Accurately record customer information, advice and actions on relevant case-management systems.
- Manage telephone, online and face-to-face enquiries effectively within a busy service environment.
- Work collaboratively with Housing Options Officers and other internal and external services.
- Manage customer expectations professionally and explain processes and next steps clearly.
- Provide a high standard of customer service, including when dealing with customers who may be distressed, frustrated or experiencing difficult circumstances.
- Contribute towards an efficient, responsive and customer-focused Housing Options service.
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Housing Triage Officers employer: London Borough of Merton
Join our dynamic team in Merton as an Occupational Therapy Assistant Team Manager, where you will not only enhance your leadership skills but also make a meaningful impact on the lives of children and adults. Our supportive work culture prioritises professional development, offering flexible working arrangements, comprehensive training opportunities, and a generous holiday entitlement that increases with service. With a focus on collaboration and innovation, we empower our staff to deliver high-quality, person-centred care while enjoying the benefits of a Local Government Pension Scheme.
