Triage Coordinator

Boston Public Health Commission • Boston, MA

2d

About The Position

Responsible for overseeing the day-to-day operations and execution of Front Door Triage services to divert or quickly place guests who are new or returning to the homeless shelter system. Responsible for recruitment, training, scheduling, and direct supervision of assigned staff. Responsible for monitoring assigned staffs’ caseloads, case files, data entry, and progress toward position goals. Diversion and Placement Services Assists in the monitoring and recording keeping of the Front Door Triage phone line, which provides basic triage services to individuals over the phone to avoid inappropriate referral or presentation at shelter. Conducts problem-solving conversations with new and returning guests to explore all possible options to help an individuals not enter/re-enter homelessness. Completes triage assessments on all new shelter guests to identify potential alternative placements. Uses progressive engagement and motivational interviewing to quickly and proactively to move guests out of shelter by implementing a diversion or placement plan. Facilitates reunification with clients’ pre-existing and natural supports. Performs follow-up with clients to ensure they are safe and to connect them to community supports as needed to prevent recidivism. Works in collaboration with the Behavioral Health Department, to ensure that clients presenting with acute mental health symptoms are assessed for the most appropriate services and/or referral. Provides crisis intervention and supportive counseling to new shelter guests. Works in collaboration with other providers in developing program policies, record keeping, and communication systems to ensure a unified Front Door Triage and Assessment model for City of Boston. Department-wide responsibilities Engages all clients using a Housing First approach, delivers services using principles of trauma-informed care and harm-reduction, and promotes racial equity. Works with internal and external partners to refer and connect clients to key services to help them find and succeed in placement outside of shelter, including but not limited to substance use treatment, housing navigation services, benefits and income maximization, and community-based resources. Develops, maintains, and shares information regarding referral sources for homeless guests by establishing contacts and working in collaboration with area social services agencies. Researches, arranges, and documents all aspects of a client’s travel from shelter to external placement. Provides actual transportation for local placements via Program vehicles. Maintains up to date and accurate client files, and client records/documents, entering timely and accurate data into BPHC’s and the City’s HMIS databases. Actively coordinates with other departments to provide integrated services to guests. Attends and participates in regular team and/or Bureau meetings and trainings. Other duties as assigned.

Requirements

• Bachelor’s degree with minimum of one (1) year supervisory and two (2) years human service experience or College level course work equivalent to an Associate’s degree with two (2) years supervisory and three (3) years human service experience or High School Diploma/GED Certificate and three (3) years or supervisory experience and three (3) years of human services experience.
• Previous experience working with homeless, diverse ethnic and racial, and low-income populations with an understanding of barriers posted by mental health, substance use, immigration status, and criminal record.
• Strong organizational and communication skills.
• Ability to follow a defined program model of progressive engagement.
• Ability to work in a team atmosphere.

Nice To Haves

• Experience with motivational interviewing preferred.

Responsibilities

• Overseeing the day-to-day operations and execution of Front Door Triage services
• Recruitment, training, scheduling, and direct supervision of assigned staff
• Monitoring assigned staffs’ caseloads, case files, data entry, and progress toward position goals
• Monitoring and recording keeping of the Front Door Triage phone line
• Conducting problem-solving conversations with new and returning guests
• Completing triage assessments on all new shelter guests
• Using progressive engagement and motivational interviewing to quickly and proactively to move guests out of shelter
• Facilitating reunification with clients’ pre-existing and natural supports
• Performing follow-up with clients to ensure they are safe and to connect them to community supports
• Working in collaboration with the Behavioral Health Department
• Providing crisis intervention and supportive counseling to new shelter guests
• Working in collaboration with other providers in developing program policies, record keeping, and communication systems
• Engaging all clients using a Housing First approach
• Working with internal and external partners to refer and connect clients to key services
• Developing, maintaining, and sharing information regarding referral sources for homeless guests
• Researching, arranging, and documenting all aspects of a client’s travel from shelter to external placement
• Providing actual transportation for local placements via Program vehicles
• Maintaining up to date and accurate client files, and client records/documents
• Actively coordinating with other departments to provide integrated services to guests
• Attending and participating in regular team and/or Bureau meetings and trainings
• Other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees