Triage Officer

Full time | Civic Recruitment Limited | United Kingdom

Posted On 03/03/2026

Community & Social

City Redditch

Province Worcestershire

Postal Code B97

Job Purpose

To act as the first point of contact for all homelessness and housing-related enquiries, delivering a professional, customer-focused triage service that prioritises early intervention and homelessness prevention.

The postholder will assess housing needs at first contact, provide accurate advice in line with statutory duties under housing and homelessness legislation, and ensure timely referral to specialist officers where required. The role supports the Council’s legal obligations and strategic objective of preventing and relieving homelessness while promoting customer independence and informed choice.

Deliver a frontline triage service via telephone, digital platforms, and face-to-face contact.

Conduct initial housing needs assessments in accordance with relevant housing and homelessness legislation.

Identify prevention and relief duties and provide immediate, practical housing advice.

Manage emergency presentations and facilitate access to temporary accommodation where required.

Ensure accurate and timely referrals to specialist homelessness or housing officers.

Provide clear advice regarding the Housing Register and Allocations Policy, managing customer expectations appropriately.

Support customers to access and complete digital applications, promoting self-service wherever possible.

Maintain accurate case records and correspondence using housing management IT systems.

Identify safeguarding concerns and escalate appropriately in line with policy.

Work collaboratively with internal teams, external partners, and private landlords to support prevention outcomes.

Contribute to performance monitoring, service improvement, and compliance with financial and data protection regulations.

GCSEs (or equivalent) including English and Maths.

Willingness to work towards a relevant housing qualification (e.g. CIH Level
3) is desirable.

Experience working within homelessness, housing options, or a related advice service.

Knowledge of housing and homelessness legislation and statutory duties.

Experience of supporting customers with complex needs and in emotionally challenging situations.

Experience of needs assessment, decision-making, and managing customer expectations.

Experience using case management or housing IT systems.

Strong communication and interpersonal skills.

Ability to prioritise urgent cases and manage competing demands.

Sound judgement and decision-making skills.

Resilience and ability to remain calm under pressure.

High level of accuracy and attention to detail.

Commitment to equality, diversity, and customer-centred service delivery.

Ability to work independently and as part of a team.