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Allocations and Triage Lead
Job Posted: 12 hours ago
Salary: £ 22.15 - 22.83 / Hour
Job Type: Temporary
Location: London
Expire in: a month
Job Description
The Role: Allocations and Triage Lead (Grade SO2)
Full-Time: 36 hours per week
Initial Contract: 14th July - 7th November 2025
Hackney Here To Help brings together a range of discretionary support and integrated welfare advice, providing a crucial single point of access for our residents. As our Allocations and Triage Lead, you will be integral to ensuring we manage demand effectively and provide timely, appropriate support to those who need it most.
What you'll be doing:
Daily Triage: Reviewing all new applications to Here To Help, expertly triage each case, and allocating it to the correct team ('work trays').
Urgent Response: Ensuring residents with urgent needs, vulnerabilities, or time-sensitive requests (like rent deposits) are fast-tracked to an assessing officer.
Mailbox Management: Supporting the Money Hub mailbox, triage requests, escalating urgent enquiries, and answering basic queries.
Accurate Record Keeping: Utilising various information management systems (Appsheet, Academy, Comino, Family Fund) to ensure meticulous record-keeping.
Safeguarding: Identifying and escalating urgent needs or safeguarding risks to management.
Supplier Liaison: Occasionally fielding enquiries from suppliers, providing timely information and liaising with all relevant parties.
Financial Support: On occasion, supporting managers with raising purchase orders for the Hackney Discretionary Crisis Support Scheme.
Project Support: Assisting the Income Maximisation Lead and Discretionary Awards Manager with ad hoc projects and initiatives.
Bulk Processing: Leading on bulk allocation and triage processes, including bulk payments, BACs payments, and Gov Notify notifications.
New Refugees Support Scheme: Leading the processing of applications for HSF-funded New Refugees Support, including resident liaison and administration.
Professional Development: Participating in regular 1:1s with your line manager, focusing on workload, development, and support.
Team Collaboration: Attending team meetings and collaborating with colleagues to deliver the best outcomes for residents.
Hybrid Working: Working in person at Hackney Service Centre one day per week (Tuesday) and for meetings/training as required.What you'll bring:
Knowledge is Power: A strong understanding of the various types of support Here To Help offers and associated eligibility, including discretionary schemes.
Prioritisation Pro: A strong understanding of the hierarchy of needs, knowing which issues demand urgent attention.
Communication Ace: Excellent written and verbal communication skills, adaptable for diverse audiences, including residents with low English proficiency or literacy.
Payment Savvy: Familiarity and experience with payment processing systems and requirements.
Detail-Oriented: Exceptional attention to detail.
Tech-Comfortable: Experience learning new information management systems and comfortable with various databases.
Collaborative Spirit: Comfortable working with external suppliers and third-sector partners.
Problem Solver: Able to problem-solve effectively when faced with new challenges.
Adaptable & Autonomous: Comfortable with new processes and change, able to work autonomously, using good judgement and seeking advice when needed.
Team Player: Enjoy working within a team and with other service areas to achieve the best outcomes for residents.Ready to make a tangible difference in the lives of Hackney residents?
Apply now and become a vital part of our community's support network!
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