Housing Front Door Officer - Braintree District Council

Job description

Hosing Front Door Officer - Braintree District Concil

Braintree District Concil

Temporary, Fll Time

£5. - £8. ph mbrella dependant on experience

Location: Braintree

Closing Date: 16th October 6

Essex Conty Concil (ECC) are delighted to be spporting Braintree District Concil to recrit 3 x Hosing Front Door Officers on a 6-month temporary basis. Please note that yo will be reqired to work in the Concil offices a minimm of 4 days per week and 1 day will be remote working.

Role Prpose:

The Hosing Front Door Officer is the first point of contact for cstomers accessing the Hosing Operations service. The postholder provides signposting, completes early screening and risk identification, manages front door and reception fnctions, and spports key administrative and stattory processes to ensre cstomers are directed qickly to the appropriate hosing pathway.

Accontabilities:

Cstomer Contact & Enqiry Handling

Manage incoming calls throgh the triage dty line, captring essential information and assessing rgency.

Provide clear signposting to Hosing Options, Temporary Accommodation, Benefits, Social Care, Domestic Abse spport and Rogh Sleeping otreach.

Handle walk-ins at reception, ensring cstomers are greeted professionally and directed appropriately.

Record presenting isses accrately to spport effective decision-making by assessment officers.

Respond to general hosing qeries via email, phone and reception, resolving rotine enqiries and escalating complex matters.

Triage & Initial Assessment

Complete initial screening qestions to identify homelessness risk, vlnerability, safegarding concerns and stattory triggers.

Determine whether cases reqire escalation to Homelessness Assessment Officers or can be resolved throgh advice and prevention activity.

Prioritise cases based on risk, rgency and presenting circmstances.

Maintain accrate triage logs and ensre information is passed promptly to the dty team.

Provide early intervention advice for hoseholds at risk of homelessness bt not yet within 56 days.

Reception, Triage & Admin Workflow (Integrated Operational Coverage)

The Triage Officer works across reception, triage and back-office fnctions throgh a strctred rotation.

Reception Dties

Provide a hosing presence on reception as part of the rota.

Check hosing records, respond to enqiries (password resets, otstanding docments, allocated officer qeries).

Manage HAT client messages, significant birthdays, newborn notifications and the HAT inbox.

Scan and pload docments received at the front desk.

Back-Office Triage Spport

Complete pre-interview checks, privacy notices and obtain applicant declarations.

Review changes in circmstances on HRA applications (income, hosehold composition, notices).

Manage call-backs, renewals and follow-p actions to ensre applicants progress throgh the homelessness process.

Temporary Accommodation & Notification Dties

Complete notifications nder the TA Notification Dty for hoseholds in interim/temporary accommodation where children or pregnant women are present.

Process s8 inbox notifications, open hosehold records where reqired, and maintain accrate stattory docmentation.

Check applicants in TA to ensre HRA dties are completed, progressed, and spported with reqired evidence.

Administrative Dties

Scan, pload and index docments to the case management system, ensring compliance with data protection and adit reqirements.

Process incoming correspondence inclding ID docments, medical evidence, tenancy paperwork and homelessness application evidence.

Maintain organised digital and paper records to spport workflow efficiency.

Prepare basic letters, acknowledgements and follow-p commnications.

Manage shared inboxes inclding Hosing Enqiries, HAT/HOT and s8.

Professional Standards

Deliver a calm, empathetic, trama-informed service to residents experiencing crisis.

Maintain confidentiality and handle sensitive information appropriately.

phold organisational vales, cstomer service standards and stattory responsibilities.

Work collaboratively with colleages across Hosing Options, Temporary Accommodation, Cstomer Services, and external partners.

The Experience Yo Will Bring:

Essential Skills & Competencies

Strong telephone handling and cstomer service skills.

Ability to manage challenging conversations with professionalism and empathy.

Competence in scanning, indexing and managing digital records.

Clear written commnication and accrate note-taking.

Ability to triage information qickly and make sond initial jdgements.

Strong organisational skills and attention to detail.

Ability to work in a fast-paced, high-pressre environment.

Desirable Experience

Experience in a hosing, homelessness, cstomer service or local athority setting.

Knowledge of homelessness legislation and stattory dties.

Familiarity with case management systems and docment workflows.

nderstanding of safegarding, domestic abse indicators and vlnerability factors.

Braintree District Concil is a great place to work. We pride orselves on or creative, innovative and forward-thinking approach which is led by or staff. We are committed to having an engaged workforce who nderstand or strategy and how they can help deliver it.

Please Note-Essex Conty Concil is advertising this role on behalf of Braintree District Concil and if sccessfl yo will be employed by Braintree District Concil.

What shold yo do next?

If yo are interested in this post, then please click apply.

If yo have any qeries regarding sbmitting an application or reqire anything frther, please email [email protected]