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Housing Triage Officer
Job Posted: an hour ago
Salary: £ 20 - 24 / Hour
Job Type: Contract
Location: Hertfordshire
Expire in: a month
Job Description
Role Summary
As a Housing Triage Officer, you will be the first point of contact for anyone approaching the Council for housing advice. You will assess people's housing needs, ensure all relevant information is collected, provide guidance on housing options, and refer clients to the suitable teams for further support or intervention.
Key Responsibilities
Receive and respond to enquiries from customers via phone, email, in person, and through online portals.
Conduct initial housing need assessments, gathering personal, housing, financial, and welfare information.
Determine whether homelessness prevention duties or statutory obligations apply, in accordance with relevant legislation (e.g. Homelessness Reduction Act, Housing Act).
Provide tailored advice on housing options, including social housing, private sector accommodation, and homelessness prevention.
Maintain accurate customer records and case notes; ensure data is captured in a timely and compliant way.
Signpost or refer customers to other services (legal advice, benefits, domestic abuse, support services, etc.) where needed.
Work with partner agencies and internal teams to ensure a joined-up response for clients.
Help monitor demand and waiting lists; support improvements in the triage process, ensuring efficiency and fairness.
Support outreach or duty/first‐contact services as required.
Person Specification
Essential
Experience of working in a housing, homelessness, or customer‐facing advisory role.
Strong understanding of relevant housing legislation, homelessness prevention, allocations policies.
Excellent communication skills - verbal and written - with the ability to handle sensitive situations with empathy.
Good listening and assessment skills; ability to gather and analyse information accurately.
Strong organisational skills; ability to prioritise workload, work under pressure and meet deadlines.
Good IT skills; comfortable using case management systems, email, MS Office (Word / Excel).
Understanding of equality, diversity, safeguarding, and confidentiality in a housing context.
Desirable
Previous experience in triage or first‐contact roles.
Knowledge of the local housing options / private sector letting / social housing sector.
Experience working with vulnerable people / multi‐agency working.
Experience of using specific housing management or homelessness software.
Vivid Resourcing are committed to equality of opportunity for all applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships or any other characteristic protected by lawBefore You Apply
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