Triage Officer (Housing & Communities) Ref: 46-25

Experience and Knowledge

Essential

• Able to support people in a way that inspires trust and confidence.
• Experience of working as part of a team and using own initiative.
• Ability to communicate effectively both verbally and in writing, with people, their families, carers, landlords, partner agencies and stakeholders.
• Working knowledge of a wide range of office ICT applications and experience of using Case Management systems.
• Experience of dealing with demanding and challenging people in difficult/sensitive situations.
• Experience of working in a customer facing environment, giving information or advice both in person and in writing
• Ability to actively listen, empathise with people and provide person-centred support in a non-judgemental way.
• Ability to identify the information need to make decisions and then follow a flow chart/process to make a confident decision on the next steps needed.
• Able to provide a culturally sensitive service, by supporting people from all backgrounds and communities, respecting lifestyles and diversity.
• Can demonstrate personal accountability, emotional resilience, and ability to work well under pressure.

Desirable

• Good knowledge of services, benefits and support available to customers experiencing housing and welfare problems.

Qualifications

Essential

• Educated to GCSE level in both Maths and English (or equivalent)

Desirable

• Educated to A level or equivalent

Essential Behaviours

Collaborative:

• I look for ways to work in partnership with colleagues across services, Members and external partners
• I listen supportively to the ideas of others, building on their ideas, while sharing my views and knowledge

Ambitious:

• I always ask myself 'How could we do this better?
• I am a proud ambassador for the Council, taking pride and responsibility for the work we do and encouraging others to do the same

Results Driven:

• I make sure I am clear on what I need to achieve, keeping a focus on results and solutions
• I am flexible ensuring I provide the best possible service, wherever and whenever is best for the customer

Empowering:

• I embrace new technology and look for new ways for our services to become digital not forgetting to be accessible for all
• I take responsibility if things don't go well and learn from it for my own and for the organisation's development

Supportive:

• I treat others as I would want to be treated myself ensuring I am welcoming, friendly and approachable
• I treat everyone with kindness, dignity and respect, valuing their thoughts, background and experience

Health & Safety (exposure to risk)

Could face angry/verbally aggressive/ verbally abusive customers ( phone/email).

Majority of time is spent at work station/sedentary- VDU/ Work Related Upper Limb and Posture issues

Exposure to some personal and sensitive data and records which could affect mental well being.