Reception, Triage & Admin Workflow (Integrated Operational Coverage)

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

Reception Duties

• Provide a housing presence on reception as part of the rota.
• Check housing records, respond to enquiries (password resets, outstanding documents, allocated officer queries).
• Manage HAT client messages, significant birthdays, newborn notifications and the HAT inbox.
• Scan and upload documents received at the front desk.

Back‑Office Triage Support

• Complete pre‑interview checks, privacy notices and obtain applicant declarations.
• Review changes in circumstances on HRA applications (income, household composition, notices).
• Manage call‑backs, renewals and follow‑up actions to ensure applicants progress through the homelessness process.

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.

Braintree District Council is a great place to work. We pride ourselves on our creative, innovative and forward-thinking approach which is led by our staff. We are committed to having an engaged workforce who understand our strategy and how they can help deliver it.

Please Note–Essex County Council is advertising this role on behalf of Braintree District Council and if successful you will be employed by Braintree District Council.

What should you do next?

If you are interested in this post, then please click apply.

If you have any queries regarding submitting an application or require anything further, please email louise.butler@essex.gov.uk