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

Person Specification

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.

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

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