Triage Officer (Housing & Communities) Ref: 50-25

Job Advert

Salary: Grade 9, starting at £25,539 per annum
Hours: Full time, 37 per week
Basis: Permanent
Place of Work: Thetford and Dereham

We are recruiting a new Triage Officer to be the first point of contact for our customers who approach us with housing and welfare needs.

For this role, would you like a job where what you do:

Can have a direct and positive impact on the lives of people?
Uses your interpersonal skills to establish facts in an empathetic way?
Links across the housing service to help assist and advise those who need it most, often facing challenging circumstances?

About you:

Your qualities and behaviours are as important to us as your work experience. Is this you?

'I recognise the skills, talent and experience of others and reach out to them for their contribution and input'
'I listen supportively to the ideas of others, building on their ideas, while sharing my views and knowledge'
'I have an open mindset, take risks and explore new ways of doing things'
'My approach to work is filled with positivity and optimism'
'I am flexible ensuring I provide the best possible service, wherever and whenever is best for the customer'
'I am driven to achieve results and show courage and resilience even when things don't go to plan'
'I take responsibility if things don't go well and learn from it for my own and for the organisation's development'
'I treat everyone with kindness, dignity and respect, valuing their thoughts, background and experience'
'I understand and take care of my own well-being and of that of those around me.'

OK, I'm interested... But is it really the job for me?

As a Triage Officer you will:

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.
Make and issue decisions on non-qualification for the housing register in some circumstances.
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 Communities or Housing Manager and the Team Leaders, appropriate to the post.
Ensure compliance to all policies, procedures, standard operating practices, with recommendations for action and continuous improvement.

Please see the job description and person specification for more a comprehensive list of duties that the role normally entails as you could be asked to occasionally pick up other responsibilities, and also for the personal qualities needed.

Please be aware that applicants who do not submit a supporting statement showing how they meet the person specification will not be considered for interview.

Please be aware that if you are selected for this role there will be a requirement to undertake a DBS check as part of pre-employment checks.

Closing date - 9am, Monday 5 January 2026