Housing Options Triage Officer in Woking

Location: Local Authority Offices (On-Site)

Working Arrangement: This role requires attendance in the office 4-5 days per week during the initial period to ensure full integration with the team, service procedures, and local processes. Hybrid working arrangements may become more flexible once the successful candidate has demonstrated competence in the role and is fully established within the service.

Purpose of the Role: To act as the first point of contact for customers approaching the Housing Options Service, providing an effective triage function and ensuring that all housing enquiries are assessed promptly and accurately. The postholder will identify housing needs, assess urgency and vulnerability, provide initial housing advice, and direct customers to the most appropriate housing options, prevention services, or homelessness pathways in accordance with relevant legislation and local policies. The Housing Options Triage Officer will play a key role in preventing homelessness through early intervention, effective signposting, and timely referrals to specialist officers and partner agencies.

Key Responsibilities:

• Act as the first point of contact for customers presenting with housing difficulties, homelessness, or threatened homelessness.
• Undertake initial assessments to establish housing circumstances, eligibility, priority needs, vulnerabilities, and immediate risks.
• Provide accurate housing advice and information in line with the Housing Act 1996 (as amended), the Homelessness Reduction Act 2017, and relevant statutory guidance.
• Identify cases requiring urgent intervention and ensure appropriate escalation to Housing Options Officers or specialist teams.
• Manage customer enquiries received via telephone, email, online channels, and face-to-face appointments.
• Maintain accurate and comprehensive case records on the council's housing management systems.
• Signpost customers to internal services and external partner organisations including support providers, landlords, social care, domestic abuse services, and welfare agencies.
• Support homelessness prevention activities through early identification of housing risks and timely referrals.
• Assist with the collection and verification of information and documentation required to assess housing applications.
• Ensure compliance with data protection requirements, safeguarding responsibilities, and local authority policies.
• Contribute to service performance targets, customer service standards, and continuous service improvement initiatives.
• Participate in team meetings, training, and professional development activities.

Knowledge and Experience:

• Essential:
• Experience of working within a housing options, homelessness, housing advice, customer service, or related local authority environment.
• Understanding of homelessness legislation and housing options principles.
• Experience of assessing customer needs and managing sensitive or complex enquiries.
• Excellent communication and interpersonal skills with the ability to engage effectively with customers from diverse backgrounds.
• Ability to prioritise workload and manage competing demands in a fast-paced environment.
• Experience of maintaining accurate records and using case management systems.
• Strong customer service skills and a commitment to achieving positive outcomes.
• Desirable:
• Working knowledge of the Housing Act 1996 (as amended).
• Understanding of the Homelessness Reduction Act 2017.
• Experience of working with vulnerable households and safeguarding procedures.
• Knowledge of welfare benefits, private rented sector housing, and housing allocations processes.
• Experience using housing management systems such as NEC Housing, Locata, Jigsaw, Northgate, or similar.

Skills and Competencies:

• Strong interviewing and assessment skills.
• Ability to remain calm and professional when dealing with distressed or challenging customers.
• Excellent written and verbal communication skills.
• Good organisational and administrative skills.
• Ability to work independently and as part of a team.
• Competent IT skills, including Microsoft Office applications and case management systems.
• Commitment to equality, diversity, and inclusion.

Key Relationships:

• Housing Options Officers
• Homelessness Prevention Teams
• Temporary Accommodation Teams
• Allocations and Lettings Teams
• Adult and Children's Social Care
• Registered Providers and Housing Associations
• Private Sector Landlords
• External Support Agencies and Voluntary Sector Organisations

The postholder will be expected to undertake any other duties commensurate with the grade and responsibilities of the role. The role is subject to the Council's policies and procedures, including safeguarding, health and safety, equality and diversity, and data protection requirements.