Triage Officer

**ROLE PROFILE - Triage Officer**

**_The ‘role profile’ is the contractual element that your post has been assigned to and generically sets out in broad terms the responsibilities the post holder is expected to have _**

**Job Family: Business Support**

**Service Area: Strategic Housing**

**Grade: BS2/OPS2**

**Responsible to: Housing Welfare Options Team Manager**

**Responsible for: N/A**

**Generic responsibilities**:
1. Responsible for developing and managing a range of efficient administration processes and procedures in order to support the effective operation of the service area.

2. To oversee the operation of an effective customer response and take independent decisions on less routine enquiries.

3. Maintain and refresh established systems and processes, responding to current and future service needs.

4 Assist with the review of relevant business processes to evaluate that they are fit for purpose.

5. Assist in the resolution of customer issues by liaising with colleagues and co-ordinating operational logistics to ensure agreed standards are achieved.

6. Undertake research and information gathering activities and provide management information as requested, including carrying out research projects, analysing results and reporting findings.

7. Undertake a range of financial administrative tasks in accordance with relevant procedures.

8. Ensure that the full range of complex data is accurately and securely maintained and retrieved effectively.

9. Ensure that the use of IT is maximised to enhance quality and efficiency of service provision.

10. Assist with the production of reports, minutes, briefings and presentations in relation to audience specific requirements

**Business Support - TASK SPECIFICS**

**_The ‘task specifics’ is the non contractual element that your post has been assigned to and is a more detailed description of day to day activity which will be reviewed in line with PDR objectives and can change when priorities change. _**

**JE Reference**

**Purpose**

**Service to Customers**

To use the Jigsaw system to identify customers that have approached the Council as homeless.

To ensure that contact is made with customers within agreed timescales.

To assess all information provided and request further information as necessary.

To complete referrals for temporary accommodation as appropriate.

To maintain spread sheets and computer records to ensure that all cases are dealt with in the appropriate way.

To allocate cases to Housing Solutions Officers as appropriate.

**Business Improvement/planning responsibility**

To keep and proactively manage accurate records of and provide robust performance information

To proactively identify areas for improvement and work with colleagues to develop and improve processes and services

**Colleagues, Self and Partners**

Work in conjunction with other members of the Housing Team and external agencies where necessary to ensure that customers are given correct advice and are dealt with in line with procedures and policy.

**Managing Resources (people, equipment, buildings)**

**_Nature of Contacts (internal/external)_**

To work in partnership with other housing staff, a range of accommodation providers and agencies e.g. probation, Housing Associations, other Local Authorities, Voluntary Sector Organisations, Children’s Services and Adult Social Care. Use appropriate working protocols to ensure that the housing and well being needs of all customers are met appropriately.

**_Procedural Context_**

1.Homelessness Legislation

4. Discretionary Welfare Assistance Scheme Policy

5. Discretionary Housing Payments Policy

6. To comply with Worcester City Council Safeguarding policies and procedures.

7. To comply with Worcester City Council’s Lone Working Procedures

8. To comply with protocols relating to working with external partners

**Key Facts and Figures**

N/A

**Knowledge and Skills**
- Good educational standard to GCSE level,
- Embraces and actively participates in a culture of progressive change
- Experience of working with vulnerable customers in a similar customer focused role
- Excellent organisational skills
- Knowledge and experience of relevant homelessness and housing allocations legislation and guidance would be desirable
- Knowledge of welfare benefits including Universal Credit
- Experience of working under pressure in a busy customer facing environment
- Excellent verbal and written communication skills; able to communicate to a wide variety of people for a variety of purposes
- Experience of working in partnership with a range of other organisations to meet the needs of customers
- An empathetic but assertive approach, with the ability to make and communicate difficult decisions
- Excellent IT skills - experience of using a variety of programmes to communicate, keep accurate records and monitor progress and performance
- Strong team player, with a flexible and adaptable approach to meet the needs of customers a