ASB Triage Officer

Job Overview

The Anti-Social Behaviour (ASB) Triage Officer position involves being a vital member of a busy team managing the intake and early intervention of anti-social behaviour and domestic noise nuisance cases for Leeds City Council. The role requires delivering high-quality customer service by effectively assessing reports, coordinating with relevant agencies, and taking initial steps to reduce harm within communities.

Key Responsibilities

• Serve as the principal handler of ASB enquiries directed to the ASB Triage Team.
• Evaluate and accurately document reports relating to anti-social behaviour, harassment, and hate crimes to determine appropriate actions.
• Conduct detailed risk assessments to prioritize cases based on severity and impact.
• Identify vulnerabilities among individuals and locations, making necessary referrals to support organizations and internal departments.
• Deliver excellent customer service by managing expectations, providing guidance, and collecting satisfaction feedback.
• Collaborate extensively with partner agencies such as Youth Offending Teams, Social Care, Police, and Victim Support to facilitate effective triage.
• Perform audits to ensure compliance with established procedures, service standards, and legal requirements.
• Maintain meticulous records through paper and digital systems for performance tracking and auditing.
• Coordinate with the Out of Hours Noise Team to capture and assess all related reports.
• Lead on targeted priorities within the anti-social behaviour domain, including training and mentoring colleagues.
• Use a variety of procedural tools to resolve ASB reports appropriately and expediently.
• Work proactively with operational teams and external partners to achieve early resolution of ASB incidents.
• Contribute to multi-agency crime reduction initiatives addressing ASB at a community level.
• Provide statistical and intelligence reports to management as required.
• Adapt to flexible working, including occasional out-of-hours and weekend shifts when notified.
• Oversee allocation and tasking of operational work and identify training needs within the team.
• Adhere to Leeds City Council's equal opportunity, disability, and anti-discrimination policies in all tasks.

Candidate Profile

• Strong customer orientation, organizational expertise, enthusiasm, and motivation.
• A solutions-driven, people-centred mindset with understanding of ASB impacts on communities.
• Proficiency in analyzing complex information to meet customer requirements effectively.
• Demonstrated ability to contribute to and implement service improvements.
• Exceptional problem-solving, analytical, and social skills for managing a challenging caseload.
• Capable of independent decision-making, prioritization, and initiative.
• Excellent oral, written, and electronic communication skills.
• Experience managing customer interactions involving a range of emotions, including aggressive behavior.
• Ability to build effective partnerships and achieve collaborative outcomes.
• Knowledge of vulnerability and safeguarding issues relevant to ASB cases.
• Competence auditing case investigations to maintain procedural compliance.
• Familiarity with legislative frameworks for addressing ASB, including relevant national strategies.
• Understanding Freedom of Information, GDPR, and equal opportunities legislation.
• Experience working within anti-social behaviour or community safety contexts, including multi-agency environments.
• Demonstrated teamwork capability within dynamic, high-pressure settings.
• Commitment to Leeds City Council’s values, equality, diversity, and continuous professional development.

Additional Details

• Permanent, full-time position with a 37-hour workweek located at Middleton Complex.
• Salary range: Grade C3, £32,061 to £33,699 per annum.
• Successful applicants will undergo Disclosure and Barring Service (DBS) check.
• Emphasis on recruitment diversity welcoming applicants from varied backgrounds and experiences.
• Applicants must have legal right to work in the UK.
• Flexible working arrangements are supported where service delivery allows.