|Title:||Homeless Families Coordinated Assessment Intake Triage Specialist - FT - St. Margaret's|
|Dept:||20 - SMS|
This position is responsible for triaging the flow of clients, volunteers & visitors—over the phone and in-person—through our Homeless Families Coordinated Entry location. is a fast-paced, chaotic and intense environment that requires the ability to manage multiple job duties and task while maintaining a professional and calm demeanor.
To perform this job successfully, an individual must be able to satisfactorily perform each of the essential duties/responsibilities listed below. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties/responsibilities of this job.
Triage Specialist Duties:
- Ensure the security and safety of the building by screening every individual that calls or comes to the door for service.
- Answer phones, transfer calls, and take messages in a professional, respectful and calm manner.
- Navigate database systems, on-line platforms and computer programs with ease.
- Provide feedback to assist clients with triaging homeless housing services, referrals to community resources and conflict resolution.
- Provide leadership and an appropriate/calm response in the case of an emergency.
- Provide oversight for visitors waiting in the lobby area of the building.
- Carry out shift responsibilities to ensure the ongoing safety, cleanliness and smooth operation of the building.
- Inventory, restock and coordinate ordering office and building supplies.
- Greet donors and volunteers, and provide volunteer oversight when needed.
- Perform as a team member to assure that productivity outcome measures are achieved.
- Carry a small caseload of clients as needed.
- Assist with other tasks as assigned.
- Adhere to the tenets of Catholic Social Teaching and Catholic Doctrine.
- Perform related functions necessary to support the mission and core values of Catholic Charities.
To perform this job successfully, an individual must meet the minimum qualifications listed below. These qualifications are representative of the knowledge, skill and/or ability required to perform this job.
Education/Experience: to perform this job successfully, an individual must have an AA in Social Services, with a BA in Social Work preferred and at least two (2) years prior experience or an equivalent combination of education and experience working with individuals with complex mental health and co-occurring disorder needs and knowledge of community resources.
Certificates/Licenses: To perform this job successfully, no certifications are required. Successfully pass background check applicable to position.
Physical Abilities: To perform this job successfully, an individual must be able to:
- Regularly stand, climb, walk, hear/listen, talk
- Frequently lift up to 50 pounds, pull/push, carry, grasp, reach, stoop, kneel
- Occasionally sit, crawl
- Clearly see 20+ feet, with or without corrective lenses, ability to focus
Mental & Other Skills/Abilities: To perform this job successfully, an individual must have the:
- Adaptability: ability to adapt to changes, delays or unexpected events in the work environment; ability to manage competing demands and prioritize tasks; ability to change approach or method to best fit the situation.
- Analytical Ability: ability to maintain focus for extended periods of time; ability to complete research projects with resourcefulness and persistence; ability to synthesize complex or diverse information; ability to use intuition and experience to complement existing data.
- Attendance: ability to consistently arrive and be able to work as scheduled.
- Computer/Technical Ability: computer knowledge needed.
- Dependability: ability to follow instructions, both in written and verbal format; ability to respond to management direction; ability to complete tasks on time or notify the appropriate person with an alternate plan when necessary.
- Interpersonal Skills: ability to maintain satisfactory relationships with others, excellent customer service skills and a good overall understanding of appropriate human relations. Awareness of and sensitivity to the service population’s culture and socioeconomic characteristics.
- Judgment: ability to make prudent and timely decisions; ability to exhibit sound and accurate judgment; ability to explain reasoning for decisions.
- Language Ability: ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple maintenance requests
- Correspondence; ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
- Mathematical Ability: ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
- Motor Coordination: the ability to coordinate eyes, hands, fingers, and feet accurately and handle precise movements.
- Problem Solving Ability: ability to identify and/or prevent problems before they occur; ability to formulate alternative solutions to problems when necessary; ability to transfer learning from past experiences to new experiences of similar nature.
- Quality Management: ability to complete duties, on time and with absolute precision, at least 95% of the time; ability to edit the accuracy and thoroughness of one’s work as well as the work of others; ability to constructively apply feedback to improve performance, ability to generate ideas to improve and promote quality in work.
- Reasoning Ability: ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions; ability to deal with problems involving a few concrete variables in standardized situations.
- Supervisory Skills: this job has no direct supervisory responsibilities.
Workplace Environmental Conditions
While performing the essential duties/responsibilities of this job, the employee will be:
- Noise Conditions: exposed during a shift to constant or intermittent sounds at moderate to loud levels of sound dependent upon the activities of the Shelter.
- Heat: subject to high temperatures
- Cold: exposed to low temperatures
- Atmospheric Exposures: exposed to dusts, fumes, vapors, or mists.
- Client Population may include persons involved in gangs, with substance abuse concerns, homelessness and/or tendencies towards violent behavior.