HART Triage Coordinator

Harris County•Houston, TX

2d•Onsite

About The Position

The HART Triage Coordinator works with 911 communication officers to identify eligible calls for Holistic Assistance Response Team (HART) field response and case management services. HART is an unarmed community responder team that responds to non-violent 911 calls involving behavioral health, social services, and low-acuity medical needs. The program aims to connect residents with resources, provide crisis response and follow-up support, and reduce unnecessary emergency-room transports while allowing law enforcement to focus on violent crime. The coordinator screens and triages calls and texts, supports callers with brief crisis stabilization and referrals, and coordinates communication between the 911 Emergency Dispatch Center, HART field teams, first responder agencies, and community stakeholders. The position also conducts follow-up contacts, documents and tracks service data, supports quality improvement, and may provide on-scene response as a Crisis Intervention Specialist. The role includes on-call coverage and may involve responding to emergency events. The work is full-time, typically 10-hour shifts four days per week. Evenings, overnight hours, weekends, holidays, overtime, and varying duty hours may be required based on operational needs. Work takes place in both office and field environments, including travel to external locations and possible exposure to outdoor weather conditions.

Requirements

High school diploma or equivalent and five years of professional experience in emergency communications, telecommunications, dispatch, crisis response or support, social services, behavioral health, human services, public health, emergency management, criminal justice, public safety, or a health-related field; or a bachelor's degree in a listed relevant field and one year of professional experience in one or more of those disciplines or fields.
Valid Texas Driver’s License or ability to obtain one by the date of hire.
Obtain a Texas Commission on Law Enforcement (TCOLE) Telecommunicator License within 12 months of hire.
Successfully complete HART Field Responder training.
Successfully complete required Harris County Sheriff’s Office Emergency Dispatch Center training.
Successfully complete a criminal history background check in accordance with FBI Criminal Justice Information Services security requirements.
Ability to prioritize multiple tasks and manage several projects simultaneously.
Ability to maintain confidentiality for the safety of callers and staff.
Ability to learn new technology systems and implement them within the scope of duties.
Experience developing collaborative relationships with community stakeholders and partners.
Proficiency in correspondence and reports, and ability to assist with processing documents.
Demonstrated proficiency with computers and related software, such as Microsoft Office 365.
Strong oral and written communication skills.
Ability to communicate and liaise knowledgeably, efficiently, and courteously with HCSO 911 EDC employees, other agencies, and the public.
Ability to create, maintain, and update critical files in an organized manner.
Ability to answer telephone calls and text messages, resolve issues, provide information, and multitask.
Ability to handle confidential and sensitive information discreetly.
Ability to receive, process, and disseminate HART calls for service efficiently to support an appropriate and timely public safety response.
Ability to independently initiate actions consistent with HART policies and procedures, using sound judgment based on observed situations.
Qualifying education, experience, knowledge, and skills must be documented on the job application; a resume may be supporting documentation, but information stated only on a resume will not be used for consideration.

Nice To Haves

Bilingual in Spanish.

Responsibilities

Assist 911 communications officers in screening and triaging emergency and non-emergency calls and texts for HART eligibility, and divert eligible calls to field teams.
Communicate with 911 callers in a courteous, professional, culturally competent, and trauma-informed manner.
Provide brief crisis stabilization, emotional support, safety planning, and information and referrals to community-based services, using warm hand-offs when possible.
Coordinate with HART staff, 911 EDC personnel, field operations, other first responder agencies, and stakeholders about availability, schedules, protocols, eligibility, and program updates.
Accurately document calls, service needs, referrals, and other required information.
Maintain and track data and contribute to reports and qualitative and quantitative measures of HART activities and impact.
Provide on-scene response as a Crisis Intervention Specialist as needed and participate in on-call coverage in accordance with program needs.
Conduct follow-up contacts with residents, assess service needs and preferences, provide referrals and service linkages, and deliver short-term, solution-focused interventions when appropriate.
Represent HART and the Community Health and Violence Prevention Services Division at community meetings, events, and engagement activities.
Engage community partners and stakeholders in requesting HART on-scene response or case management services.
Collaborate with HCSO HART leadership and administrative staff on quality assurance, continuous quality improvement, operational gaps, and improvement opportunities.
Provide guidance to HCSO personnel regarding HART protocols and practices.
Serve as the central communication link between HART field teams and the 911 EDC; monitor responder status, location, and welfare, and immediately escalate safety concerns.
Perform other assignments and duties as required or necessary, including responding to an emergency event.