Triage Officer (Housing & Communities) Ref: 56-25

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

Make a real difference, every day

We are recruiting a new Triage Officer to be the first point of contact for our residents who approach us with housing and welfare needs. This is a varied, people-focused role where no two days are the same, and where your interpersonal skills are just as important as your experience.

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?

Why join us?

This role offers far more than a salary. You'll be joining a friendly, supportive team that values collaboration, learning and wellbeing. In return for your commitment, we offer a strong and attractive benefits package, including:

Incremental pay progression through the grade (subject to annual pay award)
Local Government Pension Scheme with a 14% employer contribution
Attractive annual leave package: 25 days increasing after 3 years' continuous service by one day per year up to a maximum of 28 days, plus bank holidays, with the option to buy more
Additional paid leave: extra half-day in December, one Volunteering Day per year, Election leave, Reserve Forces leave
Supportive employment policies, including Family Friendly, Flexible Working and Career Breaks
Modern working environment: refurbished offices, remote-enabled working and free on-site parking

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

As a Triage Officer, you will be a meaningful and reassuring first point of contact for customers and partner agencies.

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 face to face, 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.

About you:

We welcome applicants from a range of backgrounds. Your values, behaviours and approach matter just as much as your experience. You will be someone who:

Communicates with empathy, kindness and respect
Listens actively and works collaboratively with others
Is flexible, resilient and solutions-focused
Takes responsibility, learns from experience and strives to improve
Remains positive, even when dealing with complex or sensitive situations
Cares about your own wellbeing and that of colleagues and customers

Important information

Please refer to the Job Description and Person Specification for full details of the role and required qualities
Appointment to this role is subject to a DBS check
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

Closing date - 9am Monday 30 March 2026