Job info	Job info details
Job title	Initial Assessment Advice Officer
Strategic team/Directorate	Joint Operations Team
Service	Community & Customer Services
Business unit	Housing Options
Responsible to (day to day issues)	Housing Options Team Leader
Accountable to (line manager)	Housing Options Manager
Salary grade	F
JE ref	JOT100

1. Key purpose of job

• To carry out a triage service for housing options and be the first point of contact for service users threatened with imminent homelessness.  This includes having an awareness of customer’s needs, providing initial advice and assistance and signposting to other services where appropriate.
• To prevent placements into temporary accommodation by working with households to remain in their existing home or make alternative arrangements.
• To maximise collaborative working with other agencies and Council departments to prevent homelessness.
• To promote the safeguarding of adults and children who use the service. 

2. Anticipated outcomes of post

• An efficient and effective triage service.
• The prevention of homelessness through targeted early interventions and the provision of advice and information.
• The coordination of services across agencies to ensure appropriate housing solutions are provided to those that are most vulnerable and at risk of reoffending.
• Effective management of initial applications for assistance in cases of homelessness or threat or homelessness.
• Customer expectations are managed through local service delivery that is developed in a multi-agency way that is flexible and meets changing local need.
• The safeguarding of adults and children is embedded into service delivery.

3. List key duties and accountabilities of the post

• To deliver an initial triage housing options and advice service to those approaching the council for advice across a broad range of issues.
• To provide advice and assistance to customers by telephone, letter or email.
• Apply homelessness legislation and case law accurately and consistently, including assessment of vulnerabilities.
• Maintain an up-to-date knowledge of relevant housing and homeless law.
• To provide advice and assistance in the following areas: Security of tenure, Harassment and illegal eviction, Disrepair, Money management including benefits, Relationship breakdown, Homelessness.
• To advise customers of their housing options including: Social housing, low-cost home ownership, mediation, supported housing, privately rented housing and rent deposit schemes.
• Follow set guidelines, processes and procedures.
• To undertake casework as necessary to include triage assessment of cases or referring to the Housing Options Officers.
• To make timely and accurate records of all action in relation to client casework and to ensure client files are clear and comprehensive. To follow case management procedures and processes ensuing the correct standards are followed.
• To make effective use of Housing Options IT systems including customer contact, homelessness and housing register systems.
• To co-ordinate and provide responses to all general housing options queries including emails, housing register correspondence, phone calls, temporary accommodation queries and resettlement queries.
• Assist residents with accessing services and update case management files on work undertaken.
• To broker alternative interim accommodation arrangements through negotiation.
• To update data management systems.
• To ensure a customer focussed approach at all times by dealing with face to face, telephone and written queries by customers in line with the Council’s Customer Charter.
• To effectively liaise with other sections of the Council and external agencies to improve the services and information to our customers, where appropriate.
• To proactively liaise and mediate with clients and social landlords to prevent repossessions and evictions. 
• As an Employee of Torbay Council all roles are expected to work in a way that ensures vulnerable children and adults are safeguarded and report any safeguarding concerns in accordance with established policies and procedures. The Designated Senior Lead for Safeguarding is the Chief Executive and Director of Children’s Services.

4. Budgetary/Financial Responsibilities of the post

• None.

5. Supervision/Line Management Responsibilities of the post

• None. 

6. Working environment and conditions of the post

• Normal working environment and conditions.

7. Physical demands of the post

• Normal physical effort.

8. Specific resources used by the post

• PC and the service computer systems.
• Telephone.
• Photocopier/fax.
• Other resources required by the post.

9. Key contacts and relationships

• External: 
  • NHS care trust, GP’s, temporary accommodation providers, supporting people providers, letting agents, landlords, other support providers, registered landlords, advocacy agencies, social services, Probation, Police, IOM, housing needs services across Devon, and any other voluntary and statutory agencies.
• Internal: 
  • Housing benefit, affordable housing, Children’s Services, Social Services, Environmental health - housing standards, ASB, Connections, Call centre, other Council departments, Councillors.

10. Other duties

• To undertake additional duties as required, commensurate with the level of the job.

Other Information

• All staff must commit to Equal Opportunities and Anti-Discriminatory Practice.
• Torbay Council is committed to safeguarding and promoting the welfare of children and applicants must be willing to undergo the checks appropriate to the post applied for.
• The post holder is expected to work in a way that ensures vulnerable children and adults are safeguarded and report any safeguarding concerns in accordance with established policies and procedures. And are aware that the Chief Executive and the Director for Children's Services are the Safeguarding Leads for the Council. 
• This post is office based at Torquay Town Hall but the post holder may be required to move their base to any other location within the Council at a future date.
• You will be asked to complete a Criminal Records Self Declaration Form. Criminal convictions will only be taken into account when they are relevant to the post. You will only be asked to disclose ‘unspent’ convictions.
• The Council operates a Smoke-Free Policy and the post-holder is prohibited from smoking in any of the Council's buildings (including Council owned and Council leased buildings, but excluding designated areas in residential schemes), enclosed spaces within the curtilage of buildings, and Council vehicles. The Council does not permit smoking breaks within work time, however, in services where the flexi-scheme is in operation, employees may take reasonable break times outside of core hours, in accordance with flexi-time arrangements. Employees should follow the flexi-scheme procedure for agreeing time away from their duties in the normal manner with their immediate colleagues and line manager, with break start and finish times being recorded, as with any other break-time arrangement. 
• The post-holder is expected to familiarise themselves with and adhere to all relevant Council Policies and Procedures.
• The post-holder must comply with the Council’s Health and Safety requirements as outlined in the H&S policy appropriate to the role.
• The post-holder must be committed to the Council’s Core Values for employees – “Torbay Council employees are committed to being forward thinking, people orientated and adaptable - always with integrity”. Evidence will be sought during the probation and appraisal processes.
• If this post is customer facing, it will require the ability to fulfil all spoken aspects of the role with confidence and fluency in English.
• If you are required to access a government system such as HMRC, DWP or The Public services network (PSN) as part of your role with the Council you will be required to complete a basic disclose with your line manager before you can access these systems. Your manager will be required to complete a verification form that confirms your identity, nationality and immigration status, employment history and unspent convictions (third party).
• If you are required to use your own vehicle on Council business or drive a council vehicle you will be asked to provide information on any driving endorsements by accessing gov.uk/view-driving-licence and providing a code to your Line Manager in order to share your driving licence information with the Council.

Person Specification

Note for Candidate

All Candidates

The supporting statement on your application form will be used to assess ability to meet the essential requirements of the role, so you should explain how you meet each of the numbered essential requirements within your supporting statement. In a competitive situation, the desirable criteria may be taken into consideration, so you are encouraged to show how you also meet each of the desirable criteria.

Candidates who consider that they have a disability

Reasonable adjustments will be made to the job, job requirements or recruitment process for candidates with a disability.

If you consider yourself to have a disability you should indicate this on your application form, providing any information you would like us to take into account with regard to your disability in order to offer a fair selection interview.

Where ever possible and reasonable we will make adjustments and offer alternatives to help you through the application and selection process.

If you have indicated that you have a disability on your application form you will be guaranteed an interview if you clearly demonstrate in your supporting evidence how you broadly meet the essential requirements of the role.

Job info	Job info details
Job Title	Initial Assessment Advice Officer
Strategic team/Directorate	Joint Operations Team
Service	Community & Customer Services
Business unit	Housing Options

Skills and effectiveness

Essential skills and effectiveness

• Excellent customer service skills. 
• Well-developed ICT skills. 
• Excellent communication skills – ability to convey information accurately, tact, diplomacy and the ability to deal with a range of customers with differing needs and abilities. 
• Ability to problem solve and work with minimal supervision at times.
• Good organizational ability, particularly self-organization, ability to see tasks through to a successful conclusion, whilst working to tight deadlines. 
• Attention to detail and ability to maintain accurate records to provide accountability, deliverability and to be used as evidence if required. 
• Ability to establish positive relationships with partners generating confidence and respect. 
• This role requires the ability to fulfil all spoken aspects of the role with confidence and fluency in English. 

Desirable skills and effectiveness

• Understanding of the functions and services provided by the Local Authority in particular for housing services.
• Ability to contribute towards change and innovation.

Knowledge

Essential knowledge

• Knowledge of 1996 Housing Act.
• Understanding of the Homelessness Reduction Act.

Desirable knowledge

• Experience of using CIVICA.
• Knowledge of the principles underpinning provision of a comprehensive range of housing services.
• Private Sector letting arrangements.
• Awareness of Welfare rights and benefits and the potential impact of changes/proposed changes.
• Knowledge of the local housing environment and housing letting schemes including Devon Home Choice.

Experience and achievements

Essential experience and achievements

• Experience of working in a housing or customer service setting.
• Experience in the use of IT packages such as Word, Excel, PowerPoint, email and the Internet. 
• Experience in the manipulation of electronic databases.
• Experience in prioritising workload.
• Experience in working face to face with a wide variety of clients.

Desirable experience and achievements

• Allocations/lettings process.
• Experience of dealing with people with challenging behaviour and complex needs including mental health issues.
• Working in a housing environment or directly related area, e.g., welfare benefits, CAB.

Qualifications/professional memberships

Essential qualifications/professional memberships

• 4 GCSEs A-C including and English or equivalent.
• ECDL or equivalent IT experience.

Desirable qualifications/professional memberships

• Shelter A – 4-day course. 
• Shelter B – 4-day course. 
• HRA – 1-day course. 

Other requirements

Other requirements of the job role

• Demonstrates a commitment to safeguard and promote the welfare of children and young people.
• Ability to travel efficiently around the Bay in order to carry out duties.
• Ability to accommodate occasional/permanent home-working.