Housing Options Triage Officer (Remote)

Contract: 6 months (temporary, with potential to extend)
Rate: £20.00 – £21.00 per hour 
Location: Fully remote 
Hours: Full-time, 37 hours per week, Monday–Friday

The Role

We are recruiting on behalf of a local authority for an experienced Housing Options Triage Officer to join their Housing Solutions service on a remote, temporary basis. This is a fast-paced, front-line role acting as the first point of contact for residents approaching the council regarding homelessness or the threat of homelessness, ensuring cases are assessed quickly and directed to the right team or intervention.

This role would suit a housing professional who is confident working independently, has a strong grasp of statutory homelessness legislation, and can manage a high-volume caseload remotely.

Key Responsibilities

• Undertake initial triage and screening of all new homelessness approaches, by phone, email, and online portal
• Carry out initial assessments to establish priority need, intentionality, and local connection
• Determine whether the Prevention or Relief Duty applies under the Homelessness Reduction Act 2017
• Identify and progress emergency/same-day cases requiring temporary accommodation
• Signpost and refer households to the appropriate internal team (Options, Prevention, TA, or Assessment)
• Accurately record all case information and decisions on the housing management IT system
• Liaise with internal teams, external agencies, and partner organisations to gather information needed for triage decisions
• Ensure all statutory duties under Part VII of the Housing Act 1996 and the Homelessness Reduction Act 2017 are correctly applied at first point of contact
• Manage a high daily volume of new enquiries while maintaining accuracy and empathy under pressure
• Work within safeguarding protocols, escalating vulnerable or high-risk cases appropriately

Requirements

• Proven experience in a Housing Options, Triage, Homelessness Prevention, or Housing Solutions role within a local authority or housing association setting
• Strong working knowledge of the Housing Act 1996 (Part VII) and Homelessness Reduction Act 2017, including Prevention and Relief duties, S184 decisions, and Personalised Housing Plans
• Experience carrying out initial assessments and triage decisions in a high-volume environment
• Confident using housing management IT systems
• Excellent verbal and written communication skills, with the ability to handle sensitive conversations calmly
• Self-motivated and able to work effectively unsupervised in a remote setting, with reliable home working set-up and internet connection