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

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

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, prioritising according to urgency and need.
• 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.

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.

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.

What's it like to work for us?

We are passionate about our people and pride ourselves on being a great place to work, we genuinely care and know that a happy workforce is a productive and motivated one! If you're still not sure, here are some stats from our 2024 staff survey to convince you..

• 94% said they feel trusted and empowered
• 90% of staff recommend Breckland as a great place to work
• 89% said they have had opportunities to learn and grow in the last 12 months
• 94% think Breckland provide positive action on health and wellbeing
• 91% said they felt supported by their manager

If you STILL need convincing, here's what some of our staff say...

• "Breckland is a fantastic employer, lots of opportunities and support"
• "Having only just started, it is a great place to work, everyone says hello, is smiley and chatty. I like the groups that are on, like carers shed and neurodiversity"
• "We are encouraged to take regular breaks and there are mental health first aiders and a wide range of good promotional aspects of healthy living and wellbeing."
• "In times of need the council offers excellent support."
• "BDC really does seem to care about the wellbeing and happiness of their staff."

At Breckland Council we have embraced the Government's agenda to modernise local government. Our approach is to lead change rather than follow it, and to add the best value we can to our communities. We achieve this by developing our employees to their full potential, providing them with the relevant knowledge, equipment, and authority to carry out their duties.

We are a dynamic and innovative organisation that is always testing and learning as we seek to continually improve. We have never stood still in response to the emergence of new opportunities, changing customer demands, and ongoing funding challenges. We have exciting plans for how to deliver the best possible services to our residents and businesses.

Breckland as a district is a special place nestled in the heart of rural Norfolk, spanning over 500 square miles of beautiful countryside and forest, with five Market Towns and over 140,000 residents. We care, we listen, and we support people and businesses within our district. We have big ideas and we are innovative in our approach, coming up with ways to meet the needs of the local communities that we serve. Through our actions, we want to make things better.

But we know that we can't do it alone. We are a collaborative organisation and we work together with others to make a greater impact. We are also an organisation where our employees can grow and develop and are empowered to achieve and succeed. We are proud of our area, and by driving investment and enabling opportunities, we can maximise its full potential. We want to inspire aspiration to live, work, visit, or do business here: we want our district to be one of choice.

We will support and enable growth and change in our thriving, welcoming places where people and businesses choose to be, knowing their ambitions can be not just fulfilled but exceeded. By listening to people, by understanding what they need and by working together, we can shape what we have to offer. By doing so, we can benefit those who are already here and those who choose to come to live, work, visit, or do business.

We offer excellent conditions of service, including:

• A local government pension scheme (14 per cent employer contribution).
• Attractive holiday package (25 days increasing after three years' continuous Local Authority service by one day per year up to the maximum of 28 days, plus bank holidays)
• Free car parking.
• Remote-enabled working arrangements.
• A newly refurbished office. See what it is like working here by watching this short film: 
  

Our commitment to talent development, on the job learning and upskilling, training and professional memberships, will keep your knowledge and skills up to date.

Ready for your next challenge?

This role offers the chance to make a real impact while developing your skills in a varied and rewarding position. For full details of the responsibilities you'll take on - and the qualities we're looking for - please review the job description and person specification.

If you're curious to learn more or want an informal conversation about whether this role is right for you, we'd love to hear from you. Please contact Sophie Soto (Team Leader) at sophie.soto@breckland.gov.uk for a friendly, no-obligation chat.

Closing date: 9am, Monday 30 March 2026

Don't miss your chance - apply today and take the next step in your career.

APPLY ONLINE
 

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.

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.

Equal Opportunities

We are committed to being an Equal Opportunities employer, recognising the benefits of sustaining a workforce that reflects the diversity of the community we serve. We welcome applications from anyone who feels they meet the requirements of our vacancies. These are listed as essential requirements on the person specification.