Housing Triage and Needs Officer

NHS; Trowbridge; On-site; GBP 25,000 - 35,000; Full time

Job summary

The NHS is seeking a Housing Triage and Needs Officer to provide housing advice and assess housing needs for the council's Housing Register. This role requires strong communication, empathy, and problem-solving skills, focusing on supporting individuals in housing need. The candidate will engage directly with the community, assessing their situations and providing relevant support, while ensuring compliance with legal frameworks and maintaining quality service.

Qualifications

• Proven experience in housing or social care roles.
• Strong negotiation and communication skills.
• Capacity for analytical tasks and decision making.

Responsibilities

• Provide housing advice and complete assessments for customers.
• Maintain records and update information regarding housing issues.
• Build relationships while managing sensitive situations with clients.

Skills

Communication

Customer Service

Problem-Solving

Conflict Resolution

Education

Relevant diploma or equivalent experience

Tools

Microsoft Office

Specialist Systems

Job description

Interview date: Week commencing Monday 23 June 2025

Housing - Empowering Housing Solutions for All in Wiltshire

Our Housing Solutions team ensures that customers can access housing advice and support if they're in housing need or are homeless. The aim is to help people in housing need find suitable and affordable housing.

Main duties of the job

As a Housing Triage and Needs Officer, you will provide housing advice via telephone, in writing, and assess housing needs for the council's Housing Register.

The council has a statutory responsibility to maintain a housing allocations scheme, and you will issue formal decisions about people's housing needs. You will ensure the council operates fairly and lawfully in its decision-making. The demand for social housing is high, with many homes advertised in its choice-based lettings scheme attracting over 200 bids, as market housing remains beyond the reach of many in housing need. We seek someone who is empathetic, agile, customer-focused, and trauma-informed. You should be able to quickly assess situations, provide person-centered advice, make appropriate inquiries, and think clearly about housing problems and needs. You must communicate complex information understandably and draft letters communicating the council's legal decisions, maintaining good relationships with customers. Candidates with relevant experience and transferable skills will be considered.

Be the change you want today: advise and support your community in unsuitable housing, empower them to improve their prospects, and secure your future through this role.

About us

Wiltshire Council is a friendly, welcoming workplace with a 'One Council' ethos, focusing on what matters to our people.

Job responsibilities

The Housing Triage and Needs Officer role is communication, fact, and trust-based. You will build relationships with customers via phone and email, often dealing with sensitive issues like serious illness, disability, homelessness, relationship breakdown, domestic abuse, or harassment. You will be skilled in rapport-building, de-escalation, conflict resolution, and maintaining professionalism. You will work closely with team members to share knowledge and support service continuity.

Your main tasks include:

1. Receiving and processing contacts via phone, email, and written communication.
2. Conducting strength-based conversations to understand housing issues and resources.
3. Signposting to community services.
4. Providing information and follow-up via email or post.
5. Supporting online self-help tools and webchat functions where adopted.
6. Issuing advice and referrals for housing problems, including homelessness and allocations.
7. Exploring housing opportunities and advising on options for improving conditions.
8. Assisting with social housing applications and other relevant applications.
9. Performing housing needs assessments, considering all relevant information and legal criteria.
10. Recording contacts accurately and updating customer records.
11. Making lawful decisions on housing allocations, bedroom needs, and connections.
12. Advising on alternatives like private renting or low-cost ownership.
13. Conducting annual reviews and system housekeeping.
14. Supporting lettings and sales processes, including advert checks and advising on shared ownership.
15. Resolving issues within policy scope, liaising with colleagues and external agencies.
16. Inviting feedback, handling complaints, and ensuring service quality.
17. Identifying risks to adults or children and making referrals.
18. Updating website content and responding to civil emergencies.
19. Engaging in personal development and maintaining records.

Person Specification

Experience

• Relevant practical experience in a similar environment.
• Understanding of procedures and working practices.
• Knowledge of specialist functions related to housing services.
• ICT proficiency, including Microsoft Office and specialist systems.
• Excellent communication and interpersonal skills.
• Customer service experience, resolving inquiries effectively.
• Experience working with the public and in team environments.
• Ability to organize, prioritize, and meet deadlines.
• Good planning, organizational, literacy, and numeracy skills.
• Experience in using complex equipment safely.

Qualifications

• Relevant diploma or equivalent experience.
• Experience in housing, advice, or social/health care roles.
• Active team player contributing to service development.
• Strong communication and negotiation skills, especially with distressed individuals.
• Ability to communicate effectively with diverse communication needs.
• Task prioritization and independent working skills.
• Analytical and problem-solving aptitude.
• Knowledge of legislation and guidance on housing allocations and homelessness.
• Understanding of best practices in working with housing-in-need and homeless persons.
• Inquiry skills into housing, financial, health, and welfare circumstances.
• Ability to perform housing needs assessments and make defendable decisions.
• Fluency in English, both verbal and written.
• Proficiency in writing clear, legal, and understandable correspondence.
• Experience with various computer systems and databases.
• Experience in partner agency and confidential environments.
• Experience handling sensitive personal information.