JOB INTRODUCTION

The Housing Options Service provides housing advice and homelessness services to customers in housing need. The service is also the gateway to accessing Housing Related Support in the District. The service places great attention to homelessness prevention and the enhancement of housing options to achieving long term sustainable outcomes for vulnerable customers.

We are looking for a Housing Options Assistant to join our dedicated team in the Housing Options Department. This role is an opportunity to make a real difference in our vibrant and diverse city.
Provide a flexible, proficient and comprehensive triaging and housing advice service to customers in housing need whilst having regard to legislation, government guidance, council policy and sector practice.
Act as the first point of contact for enquiries by members of the public, advice sector agencies and other professionals.
Coordinate access to temporary accommodation, act as a singled point of contact for emergency and temporary accommodation providers and work with all relevant agencies to secure suitable sustainable outcomes for customers.

The main responsibilities of this role:

• Triage clients (in person or over the phone) who are potentially homeless in line with relevant Housing Legislation and Guidance to assess their housing situation and take the most appropriate action including arranging Housing Options appointments, signposting, advising current and new cases etc.
• Treat customers with empathy, sensitivity and professionalism recognising that they are often approaching the service in crisis.
• Where possible, prevent homelessness by providing housing advice and assistance with regard to under-occupation and affordability, security of tenure, harassment, disrepair and illegal eviction, and by negotiating and mediating between tenants, landlords and accommodation agents etc.
• Take action to prevent homelessness from occurring and agree with the customer housing solutions to help them find or keep a home that meets their needs in a sustainable manner.
• Where re-housing is necessary, work with the customer to agree a planned move to suitable and affordable accommodation either with Incommunities, other registered providers or in the private rented sector.
• Closely monitor and coordinate planned moves for customers who reside in emergency and temporary accommodation (TA) including B&B.
• Maintain effective communication with Registered Providers over the phone or email to achieve positive rehousing outcomes for TA customers.
• Act as a single point of contact for all commissioned emergency and temporary accommodation providers and coordinate throughput across the provision including issuing warnings and TA duty cessassion letters.
• Provide case support to the housing options officer team, including taking and distributing messages to Housing Options Officers, sending correspondence to customers and responding to enquiries from internal and external customers including Elected Members.
• Liaise with statutory and non-statutory agencies regarding housing needs issues, signposting clients and making referrals for a service.
• Assess client’s needs and decide whether the client is entitled to Housing Related Support.
• Complete the Housing Related Support referral form and refer to the most appropriate support provider for accommodation based or floating support.
• Administer the dedicated Outlook mailboxes for the team, responding to referrals, enquiries and staff requests as appropriate, including diary management and officer interview rotas where appropriate.
• Responsible for maintaining all processes and systems, including cleansing/correcting duplicate and erroneous information.
• Undertake any other duties which are commensurate with the aims of the post