Intake and Triage Specialist
About The Position
The Intake and Triage Specialist serves as the first point of contact for people seeking services at FYI+ and as a key connector of incoming participants with programs, services, and community resources to improve their well-being. This role screens, triages, and coordinates services in response to participant and family needs, while also reviewing referral requests, gathering information, and contacting potential participants to determine their eligibility, goals, and needs. The Intake and Triage Specialist conducts preliminary screening interviews, assesses for and responds to urgent crisis situations from a trauma-informed and responsive lens, and routes referrals to appropriate internal and external partners. The Coordinator is responsible for following all guidelines for recording information accurately and for maintaining confidentiality and inclusive practice to welcome all potential participants.
Requirements
- Bachelor's degree in Social Work, Counseling, Psychology, or a related human-service field and one (1) year of relevant experience working with the target population; OR Associate's degree in a human-service field and a minimum of two (2) years of experience working with the target population; OR High School diploma or GED equivalent and a minimum of three (3) years of experience working with the target population
- Knowledge of behavioral health conditions and community resources and referral networks
- Experience working with both adults and youth
- Must pass background checks (fingerprint-based criminal records checks and child abuse and neglect screening)
- Must maintain current CPR/First Aid and CPI certifications
- Must maintain a valid New Mexico Driver's License and a clean driving record
Nice To Haves
- Bilingual preferred
Responsibilities
- Serve as first point of contact for participants who present in-person, call, or are referred to FYI+ seeking services
- Conduct preliminary behavioral health interviews to triage participant needs and guide them to the appropriate pathway of services
- Review and organize referral requests; respond in a timely manner to ensure participants are served promptly
- Direct referrals to appropriate FYI+ programs or community resources
- Engage potential participants and referral agents via phone, text, or email to gather information
- Assess level of urgency for all referrals and crisis situations
- Respond promptly to crisis calls and provide trauma-informed service and de-escalation
- Assist participants in completing paperwork, applications, and other forms necessary to access healthcare professionals, regional agencies, and community service programs
- Schedule intake appointments and assessments; monitor scheduled intakes daily and coordinate rescheduling for no-shows or cancellations
- Support the completion of consent forms when needed
- Coordinate warm handoffs between providers for each determined pathway to services
- Obtain Medicaid and private insurance information from participants
- Hand off insurance information to the Insurance Specialist for verification
- Utilize Streamline EHR to register new participants and manage referrals for the agency
- Manage agency data tracking systems for all referrals flowing through the Intake Department
- Serve as a community referral link connecting participants to internal and/or external services and providers
- Facilitate handoffs for ongoing care navigation
- Collaborate with emergency services, mental health facilities, and community providers on referrals to this agency
- Provide confidential administrative support related to sensitive participant issues
- Document all contacts and interventions accurately and according to program standards
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
