Triage Specialist/ACS

City of Albuquerque • Albuquerque, NM

1d • Onsite

About The Position

The ACS Department responds to non-life-threatening scenarios as unarmed first responder teams trained in behavioral health and social welfare issues. The ACS Triage Specialist answers incoming non-emergency phone calls using a multi-line phone system; screens, evaluates, provides assistance, coordinates and disseminates critical information, and refers calls to the appropriate personnel. Manages requests from email referrals, 311 ticket referrals, as well as in-person referrals. Will work in a team setting while receiving training and coaching from various sources; perform other technical tasks related to the assigned area of responsibility. When appropriate, will connect communities and residents with resources and connections to other divisions, departments, and outside agencies. This is a safety-sensitive position subject to random drug/alcohol testing. Work under potentially abusive, hazardous, or emergency conditions. Job descriptions are intended to present a general list of tasks/duties performed by employees within this job classification. Job Descriptions are not intended to reflect all duties performed within the job.

Requirements

• Bachelor's degree from an accredited university or college
• Five (5) years’ experience in social services or health related field.
• Possession of a valid New Mexico Driver's License or the ability to obtain by date of hire.
• Possession of a City Operator's Permit (COP) within 6 months from date of hire.
• Successful completion of a security background check conducted by the Criminal Justice Information Services (CJIS) of the Federal Bureau of Investigations (FBI)
• Successful completion of the initial training to include AFR CPR Certification, Motivational Interviewing, Scene Safety and Awareness, and Emergency Communication within six (6) months of date of hire or transfer date
• Must have the ability to work flexible hours, including nights, weekends and holidays as required

Responsibilities

• Responsible for communications with both APD and AFR Dispatch and Call Takers in regards to Department availability, schedules, protocols, quality assurance, and other areas of improvement.
• Respond to requests for an ACS responder via phone, 311, email or in person.
• Coordinate appropriate response based on referral needs.
• Work with supervisors to assign teams when necessary based on call priority and location of request.
• Receive requests for ACS directly from other City entities and triage the request to the appropriate personal.
• Responsible for managing the 311 databases, including receiving the referral and assigning and closing out the tickets.
• Assist supervisors with scanning the Computer Automated Dispatch (CAD) to triage incoming non-emergent calls for all responders and oversee assignment of calls, monitor call response times, and coordinate co-responses with other city departments.
• Conduct follow-up phone calls with encountered consumers as needed.
• Provide follow up to referral sources as requested.
• Assist with outreach to notify community partners of ways to contact and request ACS services through our ACS direct phone line.
• Dissemination of information about city resources and assistance.
• Determine services needed, and make appropriate referrals, considering client preferences.
• Provide short term, solution-focused intervention as needed.
• Assist service providers to help connect the community with a continuum of care.
• Provide supportive guidance to other department staff members and communicate effectively with all those encountered in the course of work.
• Demonstrate culturally sensitive care to individuals and families and preserve strict confidentiality of information.
• Prepare written reports, maintain client records and statistical data.
• Promote the Department within the community through participation in meetings, and attendance at community events.
• Represent ACS to other divisions, departments, elected officials and outside agencies.
• Reviews and analyzes alternatives and makes recommendations regarding such matters as organizational structure, team and quality improvement alternatives and legal/regulatory development and implementation.
• Uses standard office equipment, including a computer, in the course of the work.
• Attend and participate in professional group meetings; stay abreast of new trends and innovations in assigned areas.
• Perform other related duties and responsibilities as assigned.
• Be available for on call needs as they arise.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level