Customer Service jobs in United States

Community Housing Triage Officer
Fixed Term until March 2026
Based in Kingston

A superb opportunity has arisen for a skilled and community-minded Housing Triage Officer to join a forward-thinking local authority service dedicated to preventing homelessness and supporting residents at times of need. This vital position serves as the first point of contact for households seeking housing assistance, ensuring that every resident receives timely, accurate, and compassionate support.

You will lead on early engagement with residents presenting with housing concerns, undertaking initial assessments, determining potential statutory duties, and providing clear, tailored advice to prevent homelessness wherever possible. Your work will support the wider Housing Solutions function by gathering essential documentation, updating case management systems, and ensuring enquiries are handled swiftly and professionally across all channels – face to face, by telephone, and via email.

You will also play a key role in managing the Community Housing inbox, maintaining accurate case notes, scanning documentation, and ensuring the smooth flow of information to Housing Solutions Officers responsible for formal homelessness decisions. This post forms an essential link between residents, colleagues, and partner agencies, ensuring high standards of customer service and operational efficiency.

• Act as the first point of contact for all new approaches to the service, offering early intervention advice on housing and homelessness matters.

• Conduct initial assessments and determine homelessness or risk of homelessness at presentation.

• Respond to enquiries through email, telephone, and in-person contact, ensuring timely and accurate information is provided.

• Manage referrals received under Duty to Refer arrangements and escalate cases appropriately.

• Advise households on eligibility for the Housing Register and make referrals to Housing Solutions where homelessness is likely within 56 days.

• Maintain comprehensive and timely records on the case management system.

• Keep abreast of homelessness legislation, allocations policies, case law, and good practice, sharing knowledge with colleagues.

• Raise safeguarding alerts and participate in multi‑agency meetings where required.

• Undertake home visits to verify circumstances and support investigative work.

• Contribute to performance reporting, identifying trends and supporting continuous improvement.

• Support innovation and best practice across the service.

To excel in this role, you will bring:

• A strong understanding of the causes of homelessness, alongside knowledge of best practice in prevention and relief.

• Familiarity with social housing allocation processes, the private rented sector, and supported accommodation pathways.

• Experience in housing, customer service, or an advisory/advocacy environment.

• Outstanding communication abilities, including active listening, negotiation, and clear written communication.

• The capacity to interpret complex guidance, legislation, and case law, applying it thoughtfully to real situations.

• Proven ability to work independently, manage competing priorities, and meet deadlines.

• Solid IT skills and confidence in working with case management systems, spreadsheets, and email.

• An understanding of the Housing Act 1996, the Homelessness Reduction Act 2017, and the broad landscape of tenancy agreements.

• Experience supporting individuals with complex needs, including those affected by trauma, mental health difficulties, domestic abuse, substance use, and homelessness.

This is a meaningful and rewarding position for someone passionate about making a tangible difference in their community, working within a supportive and committed housing team.

If you are motivated, resilient, and driven by helping others secure safe and stable housing, we would welcome your application.