Job Title: Housing Solutions Triage Officer

Location: Romford

Duration of booking: 6 months + 

Proposed start date: ASAP

Pay Rates: £18.88 per hour PAYE inclusive of holiday pay

Hours / Working Days: 36 hours per week - Monday-Friday - 9am-17.15pm 

Sector: Public

Role Purpose

To provide a high-quality first point of contact for people who are homeless or threatened with homelessness. The postholder will assess needs, determine eligibility under homelessness legislation, and prevent homelessness through timely advice, negotiation, and early intervention.

Key Responsibilities

• Act as the initial point of contact (face-to-face, phone, and email) for homelessness enquiries.
• Conduct rapid assessments to determine eligibility and homelessness status under the Housing Act 1996 and Homelessness Reduction Act 2017.
• Make Section 184 decisions on homelessness applications.
• Deliver early interventions through advocacy, mediation, and negotiation with landlords, family members, and partners.
• Provide comprehensive housing advice and options to customers, promoting private rented sector solutions where possible.
• Manage cases via the Jigsaw system, ensuring accurate and timely records and compliance with reporting requirements (e.g., HCLIC).
• Work collaboratively with internal teams and external partners (e.g., Adult Social Care,St Mungo’s) to support customers.
• Ensure compliance with safeguarding, equality, health and safety, and data protection policies.
• Uphold the Council’s iCare values and deliver excellent customer service at all times.

Qualifications & Experience

• Relevant experience in housing advice or homelessness services.
• Proven ability to prevent homelessness through negotiation and problem-solving.
• Experience making homelessness decisions and working with vulnerable clients.
• Strong understanding of relevant legislation, including:
  • Homelessness Reduction Act 2017
  • Housing Act 1996 (Part VI & VII)
  • DWP and central government guidance
  • Housing Strategy and Allocations Policy

Skills & Attributes

• Excellent communication, negotiation, and customer service skills.
• Strong IT literacy (Microsoft Office, Jigsaw).
• Ability to manage caseloads, meet deadlines, and work under pressure.
• Empathy and resilience when dealing with vulnerable or distressed customers.
• Commitment to equality, diversity, and safeguarding.