Job Description

Job summary

Description of duties

• Be a meaningful first point of contact for customers and partners, ensuring that all relevant information is obtained to allow an initial assessment of the customer to allow them to be swiftly referred through to the right help and support.
• Connect customers with appropriate internal or external services and resources.
• Assist customers with accessing services that support their health and wellbeing.
• Ascertain a household's risk of homelessness at first point of contact and direct accordingly.
• Undertake case work as necessary to complete a triage assessment and provide appropriate advice and guidance.
• Co-ordinate and provide relevant and meaningful responses to all general housing and welfare queries, including emails and phone calls.
• Assist residents with accessing services that support them to find or sustain accommodation.
• Provide appropriate advice in relation to the Allocations Policy in relation to eligibility and the likelihood of obtaining social housing for rent.
• Check the out of hours dashboard each morning and take relevant action, depending on whether a household has been accommodated by the out of hours service.
• Ensure case management files are updated with details of all contact and case progression.  Seek information from customers/landlords/lenders/relatives and other agencies to assist the Housing Solutions Officers in preventing or relieving homelessness.
• Effectively manage relationships with internal partners to make the best use of corporate skills and expertise.
• Undertake any other duties as requested by the Housing Manager and the Team Leaders, appropriate to the level and competence of the post
• Ensure compliance to all policies, procedures, standard operating practices, with recommendations for action and continuous improvement.

This job description is not exhaustive.

The job description outlines the current position and will be subject to review in the light of development within the service, in consultation with the post holder as detailed in your Contract of Employment.