Out of Hours Call Handling & Homelessness Triage

Description

Beyond Housing have 10,000+ residential properties across the borough (previously Council housing). As part of the current service Beyond Housing handle all calls which are made to the Council once the Council’s main call centre is closed during evenings, weekends and bank holidays. This may include advising callers to call back during working hours, signposting to other services/providers or ringing through to the RCBC Duty Officer for any urgent queries which pose a threat to the public or the environment (e.g. flooding/fallen trees etc.). The Delegated Power Record provider also handles calls from people presenting as Homeless and utilising a set triage script, provides them with appropriate advice/accommodation. Beyond Housing have excellent familiarity with and local knowledge of the Council area. This is of advantage when dealing with the type of out of hours enquiries they receive. To ensure consistency of support for vulnerable callers