Triage & Duty Officer

2 weeks ago

Croydon, United Kingdom Adecco Full time

**JOB TITLE: Triage & Duty Officer**

**LOCATION: Croydon (Flexible working)**

**PAY RATE: £15.17 PAYE hourly**

**START DATE: ASAP**

**DURATION/Hours: 6-month initial contract/ 36 hours a week**

**Role Purpose**:
The triage officer plays a vital role in ensuring that customers are seen by the correct service within the Gateway and Enablement Housing Needs and Assessment service. This is an extremely busy and pressurised service dealing with all internal and externalcustomers who are, or who deal with those who are threatened with homelessness. This is a highly pressurised service which requires officers to have a good understanding of housing legislation particularly part 7 as they will be expected make decisions oneligibility and homelessness and discharge the council's duty under s193. They will also be expected to make recommendations to their team manager on acceptance of cases where the main housing duty is owed. Due to the pressurised nature of the service, multitaskingand ability to work unsupervised is essential.

**Key accountabilities**:

- To make enquiries into whether a customer is legally homeless or threatened with homeless and issue a "Not homeless" s184 decision where the test is not met. This requires the officer to have a knowledge of part 7 so that they are able to ask the correctquestions
- To make enquiries into whether a customer is eligible for assistance and issue a "Not Eligible" s184 decision where the test is not met. This requires the officer to have a knowledge of part 7 so that they are able to ask the correct questions.
- To triage and refer cases to the relevant services within Gateway and Welfare based on the customers reasons for approach
- To speak to customers who walk in as homeless on the day. Establish the facts and determine if and when they need an appointment
- To conduct approach checks to other authorities where necessary so we are aware in advance if a customer is already being dealt with by another authority.
- To conduct initial checks and preliminary homeless enquiries for customers accessing the housing needs and assessment service.
- Manage appointments, allocate cases and data input for reporting.
- To discharge/cease the homelessness duty for applicants evicted from s193 accommodation
- Where the s193 duty has ceased, to issue a decision letter to the customer outlining the reasons the council is no longer under a duty
- To be responsible for referrals from partner agencies and public bodies e.g., Family justice Centre, Turnaround centre, SNAP, the Police and hospital discharges to be responsible for referrals from partner agencies and public bodies e.g. Family justiceCentre, Turnaround centre, SNAP, the Police and hospital discharges
- To reply to telephone calls and written enquires from applicants and their representatives, in accordance with the council guidelines and targets and within the required timescale

**Knowledge, skills & experience**:

- Able to demonstrate knowledge as to what makes a customer homeless or threatened with homelessness (e.g., from those evicted from private and public sector tenancies)
- An understanding of eligibility legislation
- Able to demonstrate knowledge of security of tenure issues.
- Able to demonstrate knowledge of part 7 of the Housing Act 1996 (as amended by Localism Act)
- Ability to work under pressure with customers who may exhibit challenging behaviour
- To be able to communicate the councils decisions both verbally and in writing
- Experience of working with directly with customers in a front-line service.
- Previous experience of working housing advice/options environment.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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