Senior Triage Officer

3 weeks ago

Norwich, United Kingdom South Norfolk Council Full time

**Location**

Horizon Business Centre, Broadland Business Park, Peachman Way, Norwich, NR7 0WF

**Application Deadline**

Sunday, May 26, 2024

**Salary Band**

Band D £30,327 - £34,392

**Job Summary**

**Other Key Information**:29.6 hours per week

**Role Snapshot **

Would you like to lead a frontline team providing advice and support to our most vulnerable residents?

An opportunity has arisen to join the new Help Hub Triage and Assessment Team as part of significant change in service, with our existing Help Hub and Housing triage functions merging to create a more joined up service to customers.

This new role will coordinate the housing triage element of this new service, overseeing and providing the first point of contact for residents with a range of needs. The team you will coordinate works with individuals and families to get them to the right support and advice as soon as possible.

**What You Could be Part of**

The Help Hub is a multi-agency partnership which has supported over 10,000 people in the last year. Our housing and benefits teams have administered almost £50million worth of benefits, provided new homes to over a 1000 people and helped over 60 people off the streets into long term sustainable housing.

The Help Hub Assessment and Triage team provides the bridge between our statutory housing functions and the broader multi-agency service. You will be part of a broad, multi-skilled team, with lots of opportunities to progress.

Working at the Council enables you to be part of an organisation which is proud to deliver high-quality, customer focussed services. Our success comes from us being commercially astute and business-like. Continuous improvement is also vital and we challenge ourselves to develop new and innovative ways to improve the services that make a real difference to people’s lives.

**What you’ll be doing **

Act as the point of contact for the management team, ensuring team strategic and corporate requirements are adhered to, building their reputation internally and regionally
- Line management of the Help Hub Triage team and Housing Apprentices, providing support and guidance on processes and procedures as required. To include providing people management support to those individuals within these roles. And liaise with the service manager over any disciplinary and performance management issues that might arise.
- Organising the training and support of the Help Hub Triage team, ensuring cost effectiveness of provision, and make sure their development is sustainably supported and their role is fully utilised and embedded within the team.
- Co-ordinate and produce performance management measures to make sure the management team has a full understanding of demand and performance.
- Maintain case records and produce reports as required
- Assist with recruitment, shortlisting and interviewing when required.
- Provide an initial service to customers and multiagency staff through utilising of methods such as face to face, telephone and web enquiries, to understand the nature of the contact and what action is required.
- Provide transactional support to support the housing register, log information and ensure information is transferred securely.
- Provide transactional support to support the Help Hub Request for Support process,

log information and ensure information is transferred securely.
- Liaise with other agencies and teams to undertake background research and gather additional information and update records to enable effective triage and allocation decisions to be made.
- Work as part of the wider help hub partnership and statutory services, refer internal or external enquiries to appropriate services, seeking advice where required and remaining accountable where applicable.
- Support the wider early help service to ensure customers have seamless access to a wide range of support to enable them to receive help at the earliest opportunity and prevent issues escalating.
- Positively participate in the development and delivery of corporate change programmes and initiatives.

**You must have **
- 5 GCSEs A-C grade or equivalent, or able to demonstrate ability at this level. Have an ability to multitask and work under pressure to meet deadlines with a high level of attention to detail.
- Demonstrable experience of providing strategic and operational business support
- to managers.
- Experience of working to targets.
- Significant experience of working with IT systems and Microsoft Office. The ability to work as part of a team to deliver agreed outcomes
- Ability to multi task and work under pressure to meet deadlines with a high level
- of attention to detail, consistently producing accurate work.

**What’s in it for you**

**Why Work For Us?**

Do you want to know more about why our staff work for us? Our website has a fantastic why work for us section where our staff tell us what makes working for the Councils so special.

**What Flexible and Agile Working Arrangements

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