Triage & Needs Officer

Wiltshire; Trowbridge; On-site; GBP 29,000 - 31,000; Full time

Job summary

Wiltshire Council is seeking a Housing Triage and Needs Officer to be the first point of contact for residents seeking housing advice and support. You will assess needs, provide guidance, and help navigate homelessness, domestic abuse, or housing crises.

You will work as part of a supportive team, using IT systems to record cases and coordinating with partner agencies to ensure timely, appropriate help. The role requires empathy, strong communication, and sound judgment based on policy and law.

Qualifications

• Skilled communicator with ability to build trust quickly.
• Experience in housing, advice or care services is valued.
• Ability to assess housing needs and provide practical guidance.

Responsibilities

• Assess housing needs and provide advice to residents.
• Help people facing homelessness or housing crises with informed support.
• Record and track cases using IT systems; work with partner agencies.

Skills

Communication

Housing advice

Homelessness awareness

IT systems

Empathy

Tools

IT literacy

Job description

Salary: £29,064 - £31,022 pro rata

Hours per week: 37 hours

Temporary/Fixed term: 12 months

Interview date: Week commencing 31st August 2026

We’re looking for someone who’s passionate about helping people and ready to make a real difference!

As a Housing Triage and Needs Officer, you’ll be the first point of contact for residents seeking housing advice, support, or emergency help. You’ll assess needs, offer guidance, and help people navigate difficult and often sensitive situations such as homelessness, domestic abuse, or serious illness.

We’re looking for a skilled communicator who can build trust quickly - someone who listens, understands, and responds with empathy and professionalism. You’ll assess housing needs, provide advice, and help people facing homelessness, domestic abuse, or other housing crises.

You’ll work closely with a supportive team and partner agencies, ensuring people receive the right help at the right time. Every day is different, and your work will have a direct impact on the lives of vulnerable individuals and families. You’ll need to be confident, compassionate, and able to make sound decisions based on law, policy, and individual circumstances.

You’ll bring experience from housing, advice, or care services, along with strong communication and problem-solving skills. You’ll be comfortable working independently, managing your time, and using IT systems to record and track cases. A good understanding of housing law and the challenges faced by people in housing need will help you thrive in this role.

If you’re ready to be part of a vital frontline service that changes lives every day, we’d love to hear from you.

Why us?

Wiltshire Council is a friendly, welcoming place to work, with a 'One Council' ethos. Find out more about Our Identity, staff networks, and employee benefits here.

Our hybrid working model means office staff are on site for at least half their hours, community-based staff carry out at least half their admin time in a workplace, and customer-facing roles work entirely from their service location.

We are committed to creating a workplace where positive relationships thrive and everyone feels engaged, supported and able to do their best. We do not tolerate discrimination, bullying or harassment. Everyone is expected to promote a culture of inclusion, dignity, trust and respect, guided by our vision and Our Identity.

Contact details

Holly Holstead-Collins, Temp Housing Solutions Team Leader at [e-mail].

Please ensure to regularly check your spam or junk folder for any communication from us regarding the status of your application.

Under the Health and Social Care Act (Regulated Activities) Regulations 2014, individuals involved in regulated activity must provide a full employment history and detail any gaps.

We understand that AI tools can support you in preparing job applications. However, we value authenticity and would encourage you to ensure your submission genuinely reflects your own experiences, skills, and motivations.

While we welcome applications from job seekers who require skilled worker sponsorship, we are not able to issue a defined certificate of sponsorship due to limitations in our sponsorship capacity.

If you have applied for this role within the last six months, you do not need to reapply. Your application will remain on file and will be considered.

We are firmly committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and to the principles of inclusion and diversity in both employment and the delivery of services.

Statement of commitment to equality and inclusion

Disability Confident Employer

Application process

Wiltshire Council does not accept unsolicited CVs or candidate details from recruitment agencies that are not appointed under a current, valid contract or approved supplier arrangement (including through our neutral vendor, Comensura).

Submission of unsolicited CVs or candidate details to the Council, whether directly or to individual employees, will not be considered as an introduction and will not create any obligation on the Council to pay any fees. If a candidate whose details have been submitted speculatively is subsequently appointed through a compliant route, no agency fee will be payable in respect of the unsolicited submission.

Agencies wishing to work with the Council must do so only via our approved procurement processes and neutral vendor arrangements.