Homelessness Triage / First Response Officer
Public Sector - Local Authority
Full Time - Monday to Friday, 36 hours per week
Temporary Role - 3 months with likely extension
£18.00 per hour PAYE / £23.28 per hour Umbrella (increasing to £24.17 per hour from 13th week)
Paid Annual Leave entitlement with Adecco (PAYE route ONLY)
IT Equipment Provided
Hybrid Working - 3 days in office (SW18), 2 days at home; however, flexibility is expected depending on service need.
Key Requirement:
Experience of triaging homelessness applications and a working knowledge of homelessness prevention is a key requirement; therefore, applicants without evidence on their CV will not be considered.
Role Responsibilities:
1. Provide an effective triage and duty service and conduct a pre-assessment/filtering service by telephone or face-to-face interviews to provide advice and assistance for those in housing need or threatened with homelessness.
2. Interview and assess homeless on the day approaches in person. Make preliminary investigations ensuring customer provides evidence and documentation at the earliest opportunity.
3. Provide comprehensive advice on a full range of options to solve housing problems including tenancy rights, housing, and welfare benefits.
4. Conduct Initial Assessment to determine eligibility and homelessness. Make initial enquiries into the reason to believe the client is eligible and homeless.
5. Filter and contact online housing options form and conduct preliminary enquiries, providing advice and assistance to prevent homelessness occurring.
6. Check Section 21 validity and refer to Safer Renting regarding illegal evictions.
7. Respond to 'Duty to Refer' and make initial enquiries and first contact.
8. Capture and process data on the Council's housing system (NEC) to accurately reflect the application process and stage of application, creating new application records as necessary.
9. Ensure accurate and comprehensive case notes and records are kept of contact and advice given.
10. Ensure documents are scanned and labelled correctly and added to the customer's records.
11. If homelessness cannot be prevented or the client is homeless, book an appointment to be interviewed by a case officer.
Knowledge Requirements:
1. Working knowledge of the Homelessness Reduction Act 2017 and Part VII of the Housing Act 1996 (as amended).
2. Knowledge of security of tenure.
3. Knowledge of welfare benefits and advice services including Domestic Abuse services.
Experience and Skills:
1. Experience of dealing with customers in person, via telephone, and email.
2. Experience of working in housing advice/homelessness.
3. Ability to work independently and manage a workload, prioritising urgent cases.
4. Good communication skills both written and orally.
5. Experience of using IT applications.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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