NHS
Housing Triage and Needs Officer
This job is now closed
Job Description
- Req#: F0041-4959?language=en&page=929&sort=publicationDateDesc
- High level of relevant and practical experience acquired on the job.
- An advanced understanding of relevant procedures and working practices.
- Advanced knowledge of specialist function relevant to service area.
- Excellent ICT skills including use of Microsoft applications and specialist systems
- Good communication and interpersonal skills.
- Good customer service skills with experience of resolving customer enquires in the relation to the
- service area.
- Experience of working with the public in a customer facing / contract role.
- Relevant practical experience working as part of team to meet service standards, targets and
- deadlines.
- Proven ability to organise and prioritise workloads and achieve deadlines.
- Good planning and organisational skills, with proven ability to use initiative, prioritise workloads
- and achieve deadlines.
- Good Literacy and numeracy skills.
- Proven experience in the competent and safe use of complex equipment relevant to the role.
- vel / National Diploma or equivalent experience
- Proven experience of working in a customer-orientated housing, advice or social/health care
- role
- To be an active team player by contributing to the development of the service to meet the
- needs of customers
- Experience of communicating with a wide range of people both public and professionals
- Excellent communication and negotiation skills especially when working with customers who
- may be angry, aggressive, upset and distressed
- Able to confidently communicate with people with differing communication needs
- Ability to prioritise tasks and work on own initiative against deadlines and within agreed
- performance framework
- Self-sufficient in planning and organising own work, including recording, storing and retrieving
- required data and information
- Strong analytical and problem-solving skills
- Up-to-date knowledge of relevant legislation and guidance in relation to housing allocations
- and homelessness
- Good understanding of current best practice in working with people in housing need and
- homeless persons
- Experience of making inquiries to understand housing, financial, health, welfare and other personal
- circumstances
- Ability to perform housing needs assessments and issue defendable decisions based
- on facts, the law, and the councils Allocations Policy
- Fully fluent in both verbal and written English
- Proven ability to write comprehensible and defendable letters explaining the councils decisions
- Excellent IT skills experienced in using different computer systems including relevant
- databases to ITQ 2 level or equivalent
- Previous experience of working within a partner agency environment
- Previous experience of working in a confidential environment
- Previous experience in responding to sensitive personal information and handling such
- information in a professional manner
- Relevant experience of paid or voluntary work with people in housing need or homeless persons
- High level of relevant and practical experience acquired on the job.
- An advanced understanding of relevant procedures and working practices.
- Advanced knowledge of specialist function relevant to service area.
- Excellent ICT skills including use of Microsoft applications and specialist systems
- Good communication and interpersonal skills.
- Good customer service skills with experience of resolving customer enquires in the relation to the
- service area.
- Experience of working with the public in a customer facing / contract role.
- Relevant practical experience working as part of team to meet service standards, targets and
- deadlines.
- Proven ability to organise and prioritise workloads and achieve deadlines.
- Good planning and organisational skills, with proven ability to use initiative, prioritise workloads
- and achieve deadlines.
- Good Literacy and numeracy skills.
- Proven experience in the competent and safe use of complex equipment relevant to the role.
- vel / National Diploma or equivalent experience
- Proven experience of working in a customer-orientated housing, advice or social/health care
- role
- To be an active team player by contributing to the development of the service to meet the
- needs of customers
- Experience of communicating with a wide range of people both public and professionals
- Excellent communication and negotiation skills especially when working with customers who
- may be angry, aggressive, upset and distressed
- Able to confidently communicate with people with differing communication needs
- Ability to prioritise tasks and work on own initiative against deadlines and within agreed
- performance framework
- Self-sufficient in planning and organising own work, including recording, storing and retrieving
- required data and information
- Strong analytical and problem-solving skills
- Up-to-date knowledge of relevant legislation and guidance in relation to housing allocations
- and homelessness
- Good understanding of current best practice in working with people in housing need and
- homeless persons
- Experience of making inquiries to understand housing, financial, health, welfare and other personal
- circumstances
- Ability to perform housing needs assessments and issue defendable decisions based
- on facts, the law, and the councils Allocations Policy
- Fully fluent in both verbal and written English
- Proven ability to write comprehensible and defendable letters explaining the councils decisions
- Excellent IT skills experienced in using different computer systems including relevant
- databases to ITQ 2 level or equivalent
- Previous experience of working within a partner agency environment
- Previous experience of working in a confidential environment
- Previous experience in responding to sensitive personal information and handling such
- information in a professional manner
- Relevant experience of paid or voluntary work with people in housing need or homeless persons
Job summary
Salary:£28,163 - £30,060
Hours per week:37 hours
Temporary/Fixed term:2 years
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 theyre 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
In this crucial role, as a Housing Triage and Needs Officer, you will provide housing advice by telephone, in writing, and assess housing needs for the council's Housing Register.
The council has a statutory responsibility to have a housing allocations scheme, and you will issue formal decisions about peoples housing needs. You will ensure that the council operates fairly and lawfully in its decision-making. The council has a high demand for social housing, 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 are looking for someone who is highly empathetic, agile, customer-focused, and able to work in a trauma-informed way. You will be able to quickly weigh situations up, give person-centred advice, make appropriate inquiries, and think clearly in the abstract about housing problems and housing needs. You will be able to communicate complex information in an easily understandable way and draft letters to communicate the councils legal decisions, whilst maintaining good working relationships with customers. Candidates with experience in similar environments and transferable skills will be considered.Be the change you want today, advise and support those in your community in unsuitable housing, and empower them to improve their housing prospects through applying for this role and securing your future.
About us
Wiltshire Council is a friendly, welcoming place to work, with a 'One Council' ethos. Thats why we focus on getting the things that matter to our people right.
Details
Date posted
16 June 2025
Pay scheme
Other
Salary
£28,163 to £30,060 a year
Contract
Fixed term
Duration
2 years
Working pattern
Full-time, Flexible working
Reference number
F0041-4959
Job locations
County Hall
Bythesea Rd
Trowbridge
Wiltshire
BA14 8JN
Wiltshire Council
Bourne Hill
Salisbury
SP1 3UZ
Job descriptionJob description
Job responsibilities
The role of the Housing Triage and Needs Officer is communication, fact and trust-based. The post holder will quickly build relationships with customers on the telephone and by email. The overwhelming majority of customers will be members of the public, but there will also be regular contact with professionals at different levels from many agencies. The Housing Triage and Needs Officer will be in contact with people who need to access services for a range of reasons often sensitive, e.g. serious illness or disability, difficulties sustaining accommodation, homelessness or threatened with homelessness, relationship breakdown, domestic abuse or harassment and trauma. The postholder will be skilled in confidently building rapport, de-escalating and resolving conflict, responding to callers in a tactful, courteous and professional manner. There will be close contact with other team members to share specialist knowledge, problems, solutions, and support to ensure continuity of service and consistent standards. The purpose of the post is to provide advice at the first point of contact and perform housing needs assessments. More specific duties and responsibilities include: Receiving service requests
Receiving and processing contacts via phone, email and in writing.
Having strength-based conversations with the individual to establish what the housing issues are and ensure their understanding of all personal resources available to meet any housing need/s identified.
Where required, signpost the individual to relevant community-based and preventative services.
Where appropriate email or post written information, provide introduction to the relevant service and provide follow-up.
Where adopted by the council in future, support the use by customers of online self-help tools including self-assessments and advice to resolve their own housing difficulties independently using their own resources.
Where adopted by the council in future, support the webchat function. Triage function
Where customers are seeking help with a housing problem, issuing appropriate verbal and written advice and making appropriate referrals to other services where necessary.
Where customers are stating that they are homeless or threatened with homelessness, asking questions to determine whether this is likely to be the case and prior to an assessment of potential homeless duties by a duty Housing Caseworker, considering the councils potential duties under Part 7 Housing Act 1996, ensuring that duty staff have all relevant information toperform their role.
Where customers are stating that they are homeless or threatened with homelessness, explaining how the statutory homelessness system works.
Where customers are seeking to be considered for an allocation of housing, deciding whether the person may have a housing need under the councils Allocation Policy and in law.
Exploring with each customer seeking to be considered for an allocation of housing what other opportunities are available to resolve the presenting housing issue(s) and improve their housing conditions, issuing verbal and written advice to help them recognize what they can do to improve conditions.
Arranging, where a housing need may exist, appropriate to the persons needs and making any reasonable adjustments necessary, for them to complete a social housing application form.
Where necessary, ensuring a customer has support to make an online social housing application and other relevant applications e.g. for low-cost home ownership direct with other organisations. Housing needs assessments
Carefully considering information received from the customer, performing appropriate and sufficient inquiries of the customer and third parties to determine eligibility for an allocation of housing, bedroom need, housing need and connections.
Where information, comment and/or action is required from other council services, ensuring appropriate and sufficient information is passed to the relevant team to respond.
Recording all contacts appropriately on the system to ensure the customer record is fully comprehensive and up-to-date.
In making decisions, consider and balance all information obtained relevant to a customers likely housing need.
Analyse and objectively consider complex data to ensure that decision-making is appropriate and lawful.
Assessing eligibility and issuing legal decisions in relation to an allocation of housing, bedroom need, housing need and connections in accordance with the councils Allocation Policy, Part 6 and Part 7 Housing Act 1996, statutory guidance and relevant caselaw.
Maintaining knowledge of and advising customers of alternatives to social rented housing e.g. private rented accommodation and the various types of low-cost home ownership, depending on customers circumstances.
Performing annual renewal exercise on a 12-month rolling basis, where applicants have remained on the Housing Register, verifying that the assessment remains up-to-date.
Performing housekeeping in the computer system to ensure that bedroom needs remain accurate, pregnancies trigger additional bedrooms where necessary and any other updating necessary.
Where necessary to support Lettings and Sales Officers, checking adverts, shortlisting homes and advising sellers about shared ownership and low-cost home ownership.
Resolving issues raised by customers and third parties in the scope of the Allocations Policy, choice-based lettings scheme, housing providers lettings policies, rights of review and appeal, liaising with colleagues at the council and outside it to achieve resolutions. General
Inviting customer feedback, having an awareness of and an ability to discuss the complaints procedure and advise people appropriately if they wish to complain, taking necessary action to resolve issues directly within the roles discretion.
Being able to identify if an adult or child is at risk, making relevant referrals where necessary.
Updating content on the website / digital portal to ensure current and relevant.
Responding to civil emergencies under instruction.
Analysing and appraising work and personal development through discussion, supervision and annual appraisal with line manager.
Engaging in continuous personal development to meet the requirements of the role.
Maintaining customer records wherever required by the manager.
Job responsibilities
The role of the Housing Triage and Needs Officer is communication, fact and trust-based. The post holder will quickly build relationships with customers on the telephone and by email. The overwhelming majority of customers will be members of the public, but there will also be regular contact with professionals at different levels from many agencies. The Housing Triage and Needs Officer will be in contact with people who need to access services for a range of reasons often sensitive, e.g. serious illness or disability, difficulties sustaining accommodation, homelessness or threatened with homelessness, relationship breakdown, domestic abuse or harassment and trauma. The postholder will be skilled in confidently building rapport, de-escalating and resolving conflict, responding to callers in a tactful, courteous and professional manner. There will be close contact with other team members to share specialist knowledge, problems, solutions, and support to ensure continuity of service and consistent standards. The purpose of the post is to provide advice at the first point of contact and perform housing needs assessments. More specific duties and responsibilities include: Receiving service requests
Receiving and processing contacts via phone, email and in writing.
Having strength-based conversations with the individual to establish what the housing issues are and ensure their understanding of all personal resources available to meet any housing need/s identified.
Where required, signpost the individual to relevant community-based and preventative services.
Where appropriate email or post written information, provide introduction to the relevant service and provide follow-up.
Where adopted by the council in future, support the use by customers of online self-help tools including self-assessments and advice to resolve their own housing difficulties independently using their own resources.
Where adopted by the council in future, support the webchat function. Triage function
Where customers are seeking help with a housing problem, issuing appropriate verbal and written advice and making appropriate referrals to other services where necessary.
Where customers are stating that they are homeless or threatened with homelessness, asking questions to determine whether this is likely to be the case and prior to an assessment of potential homeless duties by a duty Housing Caseworker, considering the councils potential duties under Part 7 Housing Act 1996, ensuring that duty staff have all relevant information toperform their role.
Where customers are stating that they are homeless or threatened with homelessness, explaining how the statutory homelessness system works.
Where customers are seeking to be considered for an allocation of housing, deciding whether the person may have a housing need under the councils Allocation Policy and in law.
Exploring with each customer seeking to be considered for an allocation of housing what other opportunities are available to resolve the presenting housing issue(s) and improve their housing conditions, issuing verbal and written advice to help them recognize what they can do to improve conditions.
Arranging, where a housing need may exist, appropriate to the persons needs and making any reasonable adjustments necessary, for them to complete a social housing application form.
Where necessary, ensuring a customer has support to make an online social housing application and other relevant applications e.g. for low-cost home ownership direct with other organisations. Housing needs assessments
Carefully considering information received from the customer, performing appropriate and sufficient inquiries of the customer and third parties to determine eligibility for an allocation of housing, bedroom need, housing need and connections.
Where information, comment and/or action is required from other council services, ensuring appropriate and sufficient information is passed to the relevant team to respond.
Recording all contacts appropriately on the system to ensure the customer record is fully comprehensive and up-to-date.
In making decisions, consider and balance all information obtained relevant to a customers likely housing need.
Analyse and objectively consider complex data to ensure that decision-making is appropriate and lawful.
Assessing eligibility and issuing legal decisions in relation to an allocation of housing, bedroom need, housing need and connections in accordance with the councils Allocation Policy, Part 6 and Part 7 Housing Act 1996, statutory guidance and relevant caselaw.
Maintaining knowledge of and advising customers of alternatives to social rented housing e.g. private rented accommodation and the various types of low-cost home ownership, depending on customers circumstances.
Performing annual renewal exercise on a 12-month rolling basis, where applicants have remained on the Housing Register, verifying that the assessment remains up-to-date.
Performing housekeeping in the computer system to ensure that bedroom needs remain accurate, pregnancies trigger additional bedrooms where necessary and any other updating necessary.
Where necessary to support Lettings and Sales Officers, checking adverts, shortlisting homes and advising sellers about shared ownership and low-cost home ownership.
Resolving issues raised by customers and third parties in the scope of the Allocations Policy, choice-based lettings scheme, housing providers lettings policies, rights of review and appeal, liaising with colleagues at the council and outside it to achieve resolutions. General
Inviting customer feedback, having an awareness of and an ability to discuss the complaints procedure and advise people appropriately if they wish to complain, taking necessary action to resolve issues directly within the roles discretion.
Being able to identify if an adult or child is at risk, making relevant referrals where necessary.
Updating content on the website / digital portal to ensure current and relevant.
Responding to civil emergencies under instruction.
Analysing and appraising work and personal development through discussion, supervision and annual appraisal with line manager.
Engaging in continuous personal development to meet the requirements of the role.
Maintaining customer records wherever required by the manager.
Person SpecificationPerson Specification
Experience
Essential
Qualifications
Essential
Desirable
Experience
Essential
Qualifications
Essential
Desirable
Employer details
Employer name
Wiltshire Council
Address
County Hall
Bythesea Rd
Trowbridge
Wiltshire
BA14 8JN
Employer's website
Employer details
Employer name
Wiltshire Council
Address
County Hall
Bythesea Rd
Trowbridge
Wiltshire
BA14 8JN
Employer's website
About the company
National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.
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