Triage Supervisor

Pine Street Inn•Boston, MA

11d•Onsite

About The Position

The Triage Supervisor will work in collaboration with the other Triage Management to oversee the Triage Team. Triage is responsible for engaging new guests in a triage assessment process which is designed to determine a guest’s immediate level of need and assertively moves the guest to safe housing. The Triage Supervisor will work with the Triage clinical team and community providers of health and behavioral health services to coordinate care plans which do not rely on emergency shelter when other more appropriate medical and behavioral health services should be explored and utilized. The Triage Supervisor will work within a best practice framework of Harm Reduction, Motivational Interviewing and Trauma-informed Care and, whenever possible, will provide support toward family reunification and mitigating barriers to securing alternative options for safe housing. If diversion is not possible or appropriate, the Triage Supervisor and/or members of the Triage Team initiate a full guest intake, frame the guest’s understanding of a limited stay in emergency shelter, and establishes the foundation for the guest’s work towards a more permanent housing solution. The Triage Supervisor will coach, mentor and supervise the Triage Team toward achievement of program goals, work with other key staff internal and external to PSI to develop and implement appropriate policy and procedure as well as ensure excellence in data quality for the service area. The Triage team is a diverse department that engages guests on the street, over the telephone and as they enter emergency shelter. The Triage Supervisor will ensure that the Triage Team provides exceptional customer service both internally and externally and will work in partnership with other PSI departments and community partners to provide integrated service delivery which furthers our mission to eliminate homelessness. The Triage Supervisor will develop working relationships with other departments to encourage PSI/Triage mission continuity agency wide. The Triage Supervisor and the Triage Team will work under tight timeframes for accurately entering guest information into the Pine Street Inn’s approved Homeless Management Information System (HMIS). Attention to detail and accuracy is critical in this position. The Triage Supervisor will provide training and guidance for other programs as the organization and its community partners work to develop impactful triage and diversion policies, procedures and practices.

Requirements

BSW, BA or BS in a human service-related field (or High School Diploma with a minimum of six (6) years of experience in a social service setting providing direct care).
Certification, training, or formal education in counseling and case management.
Minimum of two (2) years of experience delivering services to a challenged population often struggling with addiction and untreated or under-treated mental health concerns.
Minimum of three (3) year’s leadership and/or supervisory experience.
Strong computer and math skills, including familiarity with MS Word, Excel and ability to learn and successfully use MIS & HMIS programs.
Practical experience in client assessment, diversion, mediation, negotiation, motivational interviewing, trauma informed care, crisis prevention and intervention, household budgeting, rapid re-housing and service planning, recovery services – including mental health, substance use/abuse and traumatic brain injury.
Working Knowledge of Housing First and Rapid Rehousing.
Experience working as a team that encourages individual strengths/problem solving while fulfilling department goals.

Nice To Haves

MSW or a Master’s Degree in human services related field.
Bilingual – Spanish/English.
Working knowledge of local resources available to Boston’s homeless.

Responsibilities

Oversee the Triage Team.
Engage new guests in a triage assessment process to determine immediate needs and move them to safe housing.
Coordinate care plans with clinical teams and community providers for health and behavioral health services.
Provide support for family reunification and mitigating barriers to securing alternative safe housing.
Initiate full guest intake if diversion is not possible or appropriate.
Coach, mentor, and supervise the Triage Team.
Develop and implement appropriate policy and procedure with internal and external key staff.
Ensure excellence in data quality for the service area.
Ensure the Triage Team provides exceptional customer service.
Work in partnership with other PSI departments and community partners for integrated service delivery.
Develop working relationships with other departments to encourage PSI/Triage mission continuity.
Accurately enter guest information into the Homeless Management Information System (HMIS) under tight timeframes.
Provide training and guidance for other programs on triage and diversion policies, procedures, and practices.