Frontline Housing Advisor & Triage Specialist

Merton Council; London Borough of Merton; On-site; GBP 34,000 - 36,000; Full time

Job summary

Merton Council in London is seeking a Housing Triage Officer to join its Housing Options service. You will provide the first point of contact for residents seeking housing advice and homelessness assistance, carrying out initial assessments and referring cases to the appropriate service.

The role involves handling a wide range of enquiries, including customers who may be homeless or at risk, and delivering clear housing guidance and support to help resolve housing needs.

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.

Job description

Merton Council in London is seeking a Housing Triage Officer to join its Housing Options service. You will provide the first point of contact for residents seeking housing advice and homelessness assistance, carrying out initial assessments and referring cases to the appropriate service.

The role involves handling a wide range of enquiries, including customers who may be homeless or at risk, and delivering clear housing guidance and support to help resolve housing needs.