Triage Officer

Powys County Council; Wales; On-site; GBP 26,000 - 32,000; Full time

Job summary

Powys County Council in Wales is looking for a Triage Officer to be the first point of contact for homelessness services, providing timely and person-centred support. You will assess initial needs, gather information and direct cases to the right services under applicable legislation.

You will work to prevent homelessness through early advice, practical assistance and strong collaboration with housing, safeguarding and support teams.

Qualifications

• Passionate about helping people facing homelessness or housing difficulties.
• Skilled in building trust and communicating effectively with vulnerable individuals, partners and colleagues.
• Strong ability to gather, assess and interpret information, making sound decisions and managing risk appropriately.
• Committed to working collaboratively, using professional judgement, housing knowledge and technology to continuously improve services and customer experience.

Responsibilities

• Act as the first point of contact for people who are homeless or at risk of homelessness, providing timely, professional and person-centred support.
• Conduct initial interviews, gather relevant information and identify housing, safeguarding and support needs.
• Assess risk, use professional judgement to prioritise cases and escalate urgent or high-risk situations appropriately.
• Provide early prevention advice and practical assistance, including housing options, tenancy sustainment and referrals to support services.
• Maintain accurate case records and ensure smooth handovers to Housing Options Officers and other relevant teams.
• Work collaboratively with colleagues, landlords, partner agencies and support organisations to achieve positive outcomes and continuously improve the service.

Skills

Empathy & compassion

Communication

Risk assessment

Organisational skills

Team collaboration

Decision making

Housing knowledge

Job description

The closing date for this role has been extended, new dates as follows –
Closing date: 01/11/2026
Shortlisting: 02/11/2026
Interviews: 04/11/2026

There are two positions available

About the role:

The Triage Officer is the first point of contact for the Council’s homelessness service, providing timely, lawful and person-centred support to households who are homeless or at risk of homelessness. The role involves assessing initial needs, gathering information, identifying immediate risks, and offering early prevention advice and practical assistance. Working within legislation and policy, the postholder helps direct cases into appropriate services, while formal homelessness assessments remain the responsibility of Housing Options Officers.

About you:

• Passionate about helping people facing homelessness or housing difficulties, delivering compassionate, person-centred support.
• Skilled in building trust and communicating effectively with vulnerable individuals, partners and colleagues.
• Strong ability to gather, assess and interpret information, making sound decisions and managing risk appropriately.
• Passionate about homelessness prevention and achieving positive outcomes through early intervention and practical solutions.
• Highly organised and adaptable, able to manage competing priorities and respond effectively in urgent situations.
• Committed to working collaboratively, using professional judgement, housing knowledge and technology to continuously improve services and customer experience.

What you will do:

• Act as the first point of contact for people who are homeless or at risk of homelessness, providing timely, professional and person-centred support.
• Conduct initial interviews, gather relevant information and identify housing, safeguarding and support needs.
• Assess risk, use professional judgement to prioritise cases and **escalate** urgent or high-risk situations appropriately.
• Provide early prevention advice and practical assistance, including housing options, tenancy sustainment and referrals to support services.
• Maintain accurate case records and ensure smooth handovers to Housing Options Officers and other relevant teams.
• Work collaboratively with colleagues, landlords, partner agencies and support organisations to achieve positive outcomes and continuously improve the service.