Triage Specialist

Position Summary:

The Triage Specialist is responsible for completing assessments with participants, entering information and data, verifying eligibility, and confirming services provided and referrals into the Homeless Management Information System (HMIS), in person and over the phone. Calls and interactions will primarily be with people who are experiencing homelessness and\or a housing crisis. Essential duties for this position are customer service, communication skills, problem solving, and mediation. This position will create and review reports to analyze effectiveness of access to the Coordinated Entry System for housing programs within the CoC.

Essential Duties and Responsibilities

Responsibilities and duties include but are not limited to:

1. Assessment Completion:
   1. Conducting assessments in person and over the phone.
   2. Verifying eligibility for programs and services.
   3. Ensuring accurate and timely data entry and documentation.
2. Community Engagement and Support:
   1. Representing our organization at Hubs and community events.
   2. Acting as a liaison for Hubs and fostering strong community relationships.
   3. Staffing quarterly Mobile Hubs (Pop-up Hubs) to extend our reach.
   4. Monitoring and responding to Access email requests regarding community members in need of services.
   5. Monitor and respond to inquiries from our partners in the Continuum of Care.
   6. Attending quarterly check-ins with partners, like 211 to ensure alignment and collaboration.
   7. Participating in community-wide initiatives such as the annual Point-in-Time Count.
3. Resource Development:
   1. Assist with updates to the Resource Guide and other Access Point materials, as assigned.
   2. Collaborate on creative housing solutions and diversion activities for the Continuum of Care.
   3. Maintain and strengthen connections with existing community resources and assist in identifying new ones as needed.
4. Administrative Support:
   1. Performing general office and administrative duties to support smooth operations.
   2. Assisting with the hiring process for new Triage Specialists if needed and overseeing their onboarding.
5. Data Management:
   1. Submitting client inquiries to Salesforce and managing communication.
   2. Inserting veteran referrals into Salesforce and ensuring accurate documentation.

Qualifications and Requirements

Required Qualifications:

• A Bachelor’s degree in Human Services, Public Administration, Social Work, or related field; or equivalent background of experience working with homelessness, poverty, housing, mental health and human services.
• Strong relationship builder and communicator with a customer service focus.
• Ability to work with minimal supervision and exercise good judgment
• Ability to communicate effectively both verbally and in writing.
• Experience with data entry
• Ability to handle multiple tasks and manage competing demands
• Critical and creative thinking skills
• Knowledge of the Tri-County area that we serve
• Proficient in MS Office (Word, PowerPoint and Excel) and computer usage to include email, internet and presentations.
• Ability to learn best practice models, including Housing Focused, Mental Health Recovery, Harm Reduction, and Trauma Informed Care.
• Familiarity with homelessness, poverty, housing, mental health, recovery and human services.
• Ability to work cooperatively and collaboratively with all levels of employees, management, and external agencies to maximize performance, creativity, problem solving, and results.
• Interest and passion about HSN’s mission with the ability to promote and communicate HSN’s philosophy, mission and values to external and internal stakeholders.

Preferred Qualifications:

• Multilingual: an ideal candidate can speak Spanish and/or Haitian Creole fluently
• Knowledge of and experience in working with HMIS, Salesforce, and other databases.

Physical Demands

While performing the duties of this job, the employee is regularly required to communicate in person and by telephone within the tri-county area during all business hours. The employee will consistently operate a computer and other office productivity equipment as needed. The employee is frequently required to stand, walk and bend; to use his or her hands to finger, handle or feel objects, tools or controls; and to reach with his or her hands and arms. The employee must also be able to sit for extended periods. The employee must occasionally lift and/or move object weighing up to 40 pounds.

Work Environment

This position involves attention to detail and strong organizational skills. The employee will primarily work remotely, collaborating as part of a team and interfacing with clients, agencies, and funders through virtual platforms. The role requires one in-office HUB day per week, as well as occasional attendance at the HSN office or other locations within the tri-county area as needed. The employee may also spend limited time in the field to support program needs. They will likely encounter and be expected to address challenges associated with clients’ experiences with long-term homelessness, mental health and substance use concerns, and other barriers to obtaining decent, affordable housing. This is a full-time position requiring 40 hours per week, generally Monday through Friday between 9:00 a.m. and 5:00 p.m., with occasional additional hours as needed.

Conditions of Employment

• Provision of satisfactory references and completion of background investigation check
• Completion of a pre-employment drug screening as well as post-employment drug or alcohol tests upon reasonable suspicion of use
• Demonstrated computer literacy, which may be assessed through pre-employment testing.
• Completion of HSN new employee orientation and ALL required paperwork prior to reporting to work
• Compliance with all HSN Policies and Procedures.