Full job descriptionTriage Officer - West Sussex

The Triage Officer plays a key role in providing a high-quality, customer-focused housing advice and assessment service. The post holder will undertake the initial stages of the housing application process, carrying out triage assessments, providing housing advice, making statutory housing decisions, and ensuring applications are progressed efficiently and accurately.

The role will contribute to the Council’s statutory responsibilities under the Homelessness Reduction Act 2017, Housing Act 1996 Parts VI and VII, and relevant housing legislation. The post holder will ensure customers receive timely advice, support and decision-making services, whilst helping to prevent homelessness and reduce demand for temporary accommodation.

Housing Advice and Triage
*Complete comprehensive telephone, online and face-to-face triage assessments for customers seeking housing assistance.
*Provide accurate and timely housing advice tailored to individual circumstances.
*Advise customers on:*Housing options
*Homelessness and prevention
*Eligibility for housing assistance
*Security of tenure
*Public and private rented housing
*Welfare benefits and income maximisation
*Rent arrears and debt
*Harassment and unlawful eviction
*Domestic abuse
*Relationship breakdown
*Home ownership and housing alternatives

*Identify opportunities to prevent homelessness at the earliest possible stage.
*Ensure vulnerable applicants receive appropriate advice and referrals to relevant support services.
Case Allocation and Assessment
*Allocate referrals and applications appropriately to prevention or relief officer and to ensure service standards and statutory timescales are met.
*Undertake initial investigations and assessments of housing applications.
*Gather, verify and assess supporting evidence.
*Maintain effective communication with customers throughout the application process.
*Proactively contact applicants to progress cases and update them on outcomes.
*Support caseworkers by obtaining additional information and evidence where required.
*Ensure seamless handover of cases to relevant officers for ongoing case management.
Decision Making
*Assess applications under Housing Act 1996 Part VI and Part VII.
*Make robust, legally compliant decisions in relation to housing applications and homelessness duties.
*Prepare and issue clear, legally compliant decision letters and housing options advice letters.
*Ensure all decisions are evidence-based and capable of withstanding legal scrutiny and challenge.
Case Management and Performance
*Manage an individual caseload effectively, ensuring cases are prioritised according to urgency and risk.
*Ensure decisions and actions are completed within target timescales.
*Contribute to reducing homelessness presentations and admissions into temporary accommodation through early intervention and assessment.
*Support the service to achieve departmental and corporate performance indicators.
*Monitor workloads and performance to ensure customers receive a timely service.
Information Management
*Maintain accurate, comprehensive and up-to-date case records.
*Record detailed case notes on the Council’s housing management systems.
*Ensure all documents are correctly scanned, stored and managed.
*Promote data integrity throughout the customer journey.
*Comply with GDPR, Data Protection legislation and Council information governance requirements.
Partnership Working
*Develop and maintain effective working relationships with internal and external partners.
*Work collaboratively with:*Social Services
*Health professionals
*Hospitals
*Occupational Therapists
*Education Services
*Support providers
*Voluntary sector agencies
*Housing providers
*Contractors and commissioned services

*Signpost and refer customers to appropriate support services where required.
Safeguarding
*Identify safeguarding concerns affecting children, young people and vulnerable adults.
*Follow Council safeguarding policies and procedures.
*Ensure vulnerable households receive appropriate interventions and referrals at the earliest opportunity.
*Promote a culture of safeguarding across all aspects of service delivery.
Service Improvement
*Maintain an up-to-date knowledge of housing legislation, welfare reform and best practice.
*Contribute ideas and recommendations to improve customer experience and service delivery.
*Identify weaknesses in systems and processes and make suggestions for improvement.
*Respond positively to organisational and service change.
*Support continuous improvement initiatives across Housing Services.
Corporate Responsibilities
*Promote and demonstrate the Council’s values and behaviours.
*Work flexibly to meet service needs and undertake duties commensurate with the level and responsibility of the post.
*Maintain professional standards and participate in training and development activities.
Triage Officer
West Sussex
Public Sector and Government
Morgan Hunt is a multi-award-winning recruitment business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to permanent vacancies. Morgan Hunt is an equal opportunities employer. Job suitability is assessed on merit in accordance with the individual’s skills, qualifications and abilities to perform the relevant duties required in a particular role.