Triage, Assessment & Duty Officer

Warrington Borough Council; Warrington; On-site; GBP 28,000 - 40,000; Full time

Benefits offered by this job

Health & Wellbeing Programme

Flexible working opportunities

Professional development

Job summary

Warrington Borough Council is seeking an experienced Housing Needs Triage, Assessment & Duty Officer to join the Housing Needs Team. You will assess housing need, manage referrals, identify risk, and direct customers to appropriate pathways from the outset.

This fixed-term role (2 years) involves triage, assessment, duty cover, and collaboration with housing, social care and health colleagues to deliver customer-focused outcomes.

Qualifications

• Significant experience delivering housing options, homelessness or related services.
• Sound understanding of housing legislation and guidance.
• Ability to assess complex situations, manage risk and make robust decisions.
• Experience working with vulnerable households and safeguarding concerns.
• Strong communication, organisational and case management skills.

Responsibilities

• Assess housing need and homelessness referrals at triage level.
• Identify appropriate interventions and pathways for clients.
• Carry out structured assessments and determine support requirements.
• Manage safeguarding concerns and coordinate with partners.
• Participate in emergency response and out-of-hours arrangements.

Skills

Housing options

Homelessness risk assessment

Communication

Case management

Stakeholder engagement

Decision making under pressure

Safeguarding

Job description

At Warrington Borough Council, we are committed to preventing homelessness, supporting vulnerable residents, and ensuring people receive the right help at the right time. As part of our ongoing transformation of Housing Needs Services, we have established a dedicated Triage, Assessment and Duty function to strengthen our response to homelessness and housing crises.

The Role

We are looking for an experienced and motivated Housing Needs Triage, Assessment & Duty Officer to join our Housing Needs Team and play a key role in managing the front door of the service.

This is a fixed term position for 2 years.

This is an exciting opportunity to become part of a specialist team of four officers responsible for assessing housing need, managing homelessness referrals, identifying risk, and ensuring customers are directed to the most appropriate pathways and support services from the outset.

Reporting directly to a Senior Housing Needs Officer, you will be the first point of contact for customers, professionals and partner agencies seeking assistance with housing difficulties or homelessness. You will carry out structured assessments, determine appropriate interventions, identify safeguarding concerns and help ensure the Council fulfils its statutory responsibilities under homelessness legislation.

The role combines housing advice, homelessness prevention, triage assessment, emergency response and duty cover. You will work closely with colleagues across housing, social care, health and the voluntary sector to deliver effective and customer-focused outcomes.

This position also includes participation in the Council's homelessness emergency and out-of-hours arrangements.

What's Needed?

We are seeking an individual who:

• Has significant experience delivering housing options, homelessness or related services within a local authority, housing association or similar environment.
• Has a sound understanding of the Housing Act 1996, Homelessness Reduction Act 2017 and associated statutory guidance.
• Can assess complex situations, manage risk and make robust decisions in a fast-paced environment.
• Has experience working with vulnerable households, including those affected by domestic abuse, rough sleeping, safeguarding concerns or multiple support needs.
• Can build positive relationships with internal and external partners to deliver coordinated support.
• Possesses strong communication, organisational and case management skills.
• Is committed to delivering excellent customer service and achieving positive outcomes for residents.

Most importantly, you will be passionate about preventing homelessness, supporting vulnerable people and ensuring customers receive timely, professional and effective assistance when they need it most.

As well as a competitive salary, working for us means you get:

• 26 days annual holiday, rising to 31 days after 5 years' service (pro rata)
• Access to our attractive and competitive benefits package
• Access to our Health & Wellbeing Programme
• Flexible working opportunities where service needs allow
• Ongoing professional development and training
• The opportunity to contribute to the development of a new and innovative homelessness triage service

Further Information

The ability to converse at ease with customers and provide advice in accurate spoken English is essential for the post.

In accordance with Home Office guidance, successful candidates must evidence their right to work in the UK before commencement of employment. Sponsorship isnotavailable for this role; therefore, you must have the right to work in the UK to be eligible for appointment.

If you are a permanent Warrington Borough Council employee, you will need to apply for this fixed-term position as an internal secondment opportunity and discuss this with your current line manager prior to applying.

Warrington Borough Council is a Disability Confident employer.