The Council’s Assessment Officers provide the initial assessment service for customers approaching the Council who may be threatened with homelessness or who may be already homeless. The Assessment Service also provides an early intervention service for those customers who require housing advice and assistance at an early stage. The Assessment Service is part of the Housing Options Team who work together to prevent and relieve homelessness.
We are looking for a confident person with exceptional customer service skills to communicate clearly and effectively with customers, landlords, accommodation providers, partner organisations and other professionals both face to face, by telephone and by email. With the ability to clearly explain to customers the type of help the Council is likely to be able to provide and to understand what this will look and feel like and help manage their expectations where required.
You will need to be efficient and effective in extracting and recording relevant information from customers to be able to understand the issues and assess the urgency of their enquiry. You will need to ensure customers are clear on the next steps that they and the Council will need to take and when this will happen. Competent IT skills are essential.
You will need to assess and prioritise customer appointments from completed application forms, which you will be managing as part of a team, being able to recognise the urgency of situations and communicating with other colleagues and professionals where appropriate.
During that assessment appointment, you will determine housing and support needs and create a personal housing plan in order to try and prevent or relieve homelessness. You will also support customers through early intervention work and hold a caseload of early intervention and triage cases. The Assessment Officers also trigger any statutory duties owed to a customer where appropriate, working closely with their housing options colleagues to progress casework.
A current working knowledge of relevant legislation and the various voluntary and statutory organisations locally and nationally that can assist the Council in the prevention and relief of homelessness will be an advantage.
We are looking for a candidate who is an active listener who can work independently and use their own initiative within a wider team environment and be calm and resilient when dealing with challenging situations. Whilst previous experience of front line interviewing within a demanding service is desirable, full training will be provided to the right candidate who can demonstrate the qualities and skills required for this role, in the absence of any experienced applicants.
Satisfactory clearance of Disclosure and Barring checks will be a condition of employment.
Crawley Borough Council is an exciting place to work with a hardworking, open, friendly and welcoming culture. We offer flexibility and work life balance along with the opportunity for a career in public service. As an organisation we work hard to achieve the best outcomes for our residents and put customers at the heart of everything we do.
Closing date: 20 May 2019
Proposed interview date: 4 June 2019
Please quote reference: ES43
tel: 01293 438000
email: click to email us
Human Resources & Organisational Development
West Sussex RH10 1UZ