Housing Front Door Officer (Triage/Assessment)

About the role

Housing Front Door Officer - Braintree District Council

Braintree District Council

Temporary, Full Time

£25.00 - £28.00 ph umbrella dependant on experience

Location: Braintree

Closing Date: 16th October 2026

Essex County Council (ECC) are delighted to be supporting Braintree District Council to recruit 3 x Housing Front Door Officers on a 6-month temporary basis. Please note that you will be required to work in the Council offices a minimum of 4 days per week and 1 day will be remote working.

Role Purpose:

The Housing Front Door Officer is the first point of contact for customers accessing the Housing Operations service. The postholder provides signposting, completes early screening and risk identification, manages front door and reception functions, and supports key administrative and statutory processes to ensure customers are directed quickly to the appropriate housing pathway.

Accountabilities:

Customer Contact & Enquiry Handling

• Manage incoming calls through the triage duty line, capturing essential information and assessing urgency.

• Provide clear signposting to Housing Options, Temporary Accommodation, Benefits, Social Care, Domestic Abuse support and Rough Sleeping outreach.

• Handle walk‑ins at reception, ensuring customers are greeted professionally and directed appropriately.

• Record presenting issues accurately to support effective decision‑making by assessment officers.

• Respond to general housing queries via email, phone and reception, resolving routine enquiries and escalating complex matters.

Triage & Initial Assessment

• Complete initial screening questions to identify homelessness risk, vulnerability, safeguarding concerns and statutory triggers.

• Determine whether cases require escalation to Homelessness Assessment Officers or can be resolved through advice and prevention activity.

• Prioritise cases based on risk, urgency and presenting circumstances.

• Maintain accurate triage logs and ensure information is passed promptly to the duty team.

• Provide early intervention advice for households at risk of homelessness but not yet within 56 days.

Reception, Triage & Admin Workflow (Integrated Operational Coverage)

The Triage Officer works across reception, triage and back‑office functions through a structured rotation.

Back‑Office Triage Support

Temporary Accommodation & Notification Duties

Complete notifications under the TA Notification Duty for households in interim/temporary accommodation where children or pregnant women are present.

Process s208 inbox notifications, open household records where required, and maintain accurate statutory documentation.

Check applicants in TA to ensure HRA duties are completed, progressed, and supported with required evidence.

Administrative Duties

Scan, upload and index documents to the case management system, ensuring compliance with data protection and audit requirements.

Process incoming correspondence including ID documents, medical evidence, tenancy paperwork and homelessness application evidence.

Maintain organised digital and paper records to support workflow efficiency.

Prepare basic letters, acknowledgements and follow‑up communications.

Manage shared inboxes including Housing Enquiries, HAT/HOT and s208.

Professional Standards

Deliver a calm, empathetic, trauma‑informed service to residents experiencing crisis.

Maintain confidentiality and handle sensitive information appropriately.

Uphold organisational values, customer service standards and statutory responsibilities.

Work collaboratively with colleagues across Housing Options, Temporary Accommodation, Customer Services, and external partners.

The Experience You Will Bring:

Essential Skills & Competencies

Strong telephone handling and customer service skills.

Ability to manage challenging conversations with professionalism and empathy.

Competence in scanning, indexing and managing digital records.

Clear written communication and accurate note‑taking.

Ability to triage information quickly and make sound initial judgements.

Strong organisational skills and attention to detail.

Ability to work in a fast‑paced, high‑pressure environment.

Desirable Experience

Experience in a housing, homelessness, customer service or local authority setting.

Knowledge of homelessness legislation and statutory duties.

Familiarity with case management systems and document workflows.

Understanding of safeguarding, domestic abuse indicators and vulnerability factors