Job Family: Professional/Technical

Housing Outreach Officer

The ‘role profile’ is the contractual element that your post has been assigned to and generically sets out in broad terms the responsibilities the post holder is expected to have

Service Area: Strategic Housing

Grade: OPS3/PTA

Responsible to: Strategic Housing Team Manager

Responsible for: N/A

Generic responsibilities: Use your specialist, technical knowledge to assist in the delivery of a high-quality customer service and ensure the council can meet its relevant statutory obligations in accordance with relevant legislation, codes of practice and other regulatory bodies

1. Provide specialist advice and support both internally and externally referring particularly complex or risky issues to your manager and or senior colleagues

2. Provide relevant and technical assistance and support to colleagues

3. Contribute to the review and updating of relevant service specific policies and procedures

4. Represent the council both internally and externally as appropriate.

5. Retain relevant technical or professional membership or licence (where relevant), work to its codes and participate in learning that will help you perform your role successfully and the wider team meet the standards expected.

6. Fulfil the work schedule and key performance targets set for your role including the management and delivery of a related caseload of work

7. Contribute to specific project work including the associated fundraising, budget oversight, procurement and purchasing

8. Where necessary, contribute effectively to a team of people to deliver a project

9. Demonstrate a strong customer focus when contributing to both internal and external partnerships relevant to your service area.

10. Recognise opportunities for doing things more efficiently and then assist with the embedding of process and performance improvement

11. Research, report and analyse performance management information to make useful recommendations for process and performance improvement

12. Provide a service link to other similar professionals across the council to ensure a corporate approach is achieved

Professional Technical Roles- TASK SPECIFICS

The ‘task specifics’ is the non contractual element that your post has been assigned to and is a more detailed description of day-to-day activity which will be reviewed in line with PDR

  • objectives and can change when priorities change.

JE Reference SH2.1


To provide housing related support to include mediation where necessary for households threatened with or experiencing homelessness in accordance with policy, regulation and legislation.

Service to Customers

1. To provide housing related support at the right time to prevent or relieve homelessness in as many cases as possible.

2. Independently undertake a comprehensive assessment of a household’s support needs as required.

3. In conjunction with relevant agencies, assess identified support, safety and wellbeing needs to develop appropriate targeted support plans to assist them in achieving their goals.
4. To regularly review and update individual client files and Support Plans, accurately recording and monitoring outcomes with each individual/family.

5. To provide quality face to face housing support assistance and on-going support to vulnerable customers with a range of complex needs including home visits and lone working. This may also involve dealing with abusive or angry customers.

6. To work with customers who have a wide range of issues related to and causing homelessness.

7. To offer advice and practical support across a range of issues including

Housing, Health, Home Safety, Addictions, Child Protection, Budgeting,

Personal Safety, Life Skills, Education, Employment, Community

Involvement, Benefits and any other housing related support areas identified.

8. To assist customers to sustain current tenancies and to support those individuals/families moving on from homeless/temporary accommodation into permanent housing

9. To work with Housing colleagues and other relevant partners using a multi-discipline approach to identify and meet support needs.

10.To ensure all aspects of service delivery comply with Worcester City

Council’s Standards and Assessment Framework.

11.To work with colleagues and other relevant partners using a multi- discipline approach to preventing and relieving homelessness

12.To work proactively and innovatively to identify appropriate accommodation solutions for customers
13.To be able to work flexibly to meet the needs of customers and the business

Business Improvement/planning responsibility

To keep and proactively manage accurate records of casework including personalised Housing and Support Plans; to comply with legal requirements and provide robust performance information

To proactively identify areas for improvement and work with colleagues to develop and improve processes and services

Colleagues, Self and Partners

Work in conjunction with relevant agencies; assess identified support, safety and wellbeing needs to develop appropriate targeted support plans to assist them in achieving their goals.

Managing Resources (people, equipment, buildings)

Management of temporary accommodation and related systems as required.

Nature of Contacts (internal/external)

1.To work in partnership with a range of agencies e.g. probation, Housing

Associations, other Local Authorities, Voluntary Sector Organisations, Children’s

Services and Adult Social Care, and use appropriate legislation and joint working protocols ensuring the housing and well being needs of all customers are met appropriately.

2. To attend court as required.

Procedural Context

1. Apply the Housing Act 1996 (as amended by the Homelessness Act 2002 and the Homelessness Reduction Act 2017) appropriately when assisting customers and making homeless decisions or any relevant update to homelessness legislation.

2. Use Homelessness Code of Guidance for Local Authorities (2018) appropriately when assisting customers and making homeless decisions.

3. Housing Benefit Regulations – understand and apply these regulations when advising customers.

4. Home Choice Plus Allocations Policy – apply this correctly when advising customers and updating systems.

5. Universal Credit – understand and apply the regulations when advising customers

6. Discretionary Welfare Assistance Scheme Policy

7. Discretionary Housing Payments Policy

8. Procedures for applying for relevant external grants/funds

9. To comply with Worcester City Council Safeguarding policies and procedures.

10. To comply with Worcester City Council’s Lone Working Procedures

11. To comply with protocols relating to working with external partners

Key Facts and Figures


Knowledge and Skills

  • Good educational standard to GCSE level, including Grade C or above in

English and Maths

  • Embraces and actively participates in a culture of progressive change
  • Experience of working with vulnerable customers in a similar customer focused role and carrying out needs and risk assessments
  • Experience of implementing, developing and monitoring support plans
  • Knowledge and experience of relevant homelessness and housing allocations legislation and guidance would be desirable
  • Knowledge of welfare benefits including Universal Credit and other statutory functions (such as social care, health, mental health services)
  • Good knowledge of debt management, money advice and personal budgeting help
  • Experience of working under pressure in a busy customer facing environment
  • Excellent verbal and written communication skills; able to communicate to a wide variety of people for a variety of purposes
  • Experience of working in partnership with a range of other organisations to meet the needs of customers
  • An empathetic but assertive approach, with the ability to make and communicate difficult decisions
  • Excellent IT skills – experience of using a variety of programmes to communicate, keep accurate records and monitor progress and performance
  • Strong team player, with a flexible and adaptable approach to meet the needs of customers and the service
  • Ability to work with minimal supervision and make decisions using own initiative


1. Work to the Council’s values – Committed People, Creative Council, Strong

Performance, Good Governance, Customer Focus

2. Aware of the Council’s Safeguarding Policy and how to report any concerns

3. Aware of the Council’s Health and Safety policy and committed to safe working practices

Job Types: Full-time, Fixed term contract
Contract length: 24 months

Salary: £25,878.00-£28,371.00 per year


  • Additional leave
  • Company pension
  • Cycle to work scheme
  • Employee discount
  • Flexitime
  • Gym membership
  • Private medical insurance
  • Relocation assistance
  • Sick pay
  • Store discount
  • Wellness programme
  • Work from home


  • Monday to Friday

Work Location: One location

Reference ID: WCTY000000760

Job Location : Worcester
Company :
Position :
Sector :
Employment : Full-Time
Post Code :
Contact : Worcester Worcester City Council Contact Number

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