ACS- Triage Specialist

Community Safety Department; Albuquerque (NM); On-site; USD 52,000 - 68,000; Full time

Job summary

ACS Department in Albuquerque, NM is seeking a Triage Specialist to answer non-emergency calls, screen and refer requests, and coordinate information with city agencies.

You will manage referrals via phone, email, and 311, triage based on needs, and connect residents with resources. This safety-sensitive role requires flexibility, teamwork, and strong communication skills.

Qualifications

• Bachelor's degree from an accredited university.
• Five years of experience in social services or related fields.

Responsibilities

• Answer non-emergency calls and triage requests for ACS.
• Coordinate referrals to appropriate personnel and agencies.
• Manage 311 databases, tickets, and referrals from multiple channels.
• Refer callers to resources and provide follow-up as needed.
• Communicate with APD/ AFR Dispatch and maintain accurate records.

Skills

Communication skills

Crisis management

Phone system experience

Interpersonal skills

Education

Bachelor's degree

Tools

311 database

CAD system

Job description

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; screen, evaluate, provide assistance, coordinate and disseminate critical information, and refer 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 task 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.

ESSENTIAL FUNCTIONS:

Essential functions may include but are not limited to the functions listed below. Must be able to perform the essential functions of the job with or without a reasonable accommodation.

1. 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.
2. Respond to requests for an ACS responder via phone, 311, email or in person.
3. Coordinate appropriate response based on referral needs.
4. Work with supervisors to assign teams when necessary based on call priority and location of request.
5. Receive requests for ACS directly from other City entities and triage the request to the appropriate personal.
6. Responsible for managing the 311 databases, including receiving the referral and assigning and closing out the tickets.
7. 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.
8. Available to conduct follow-up phone calls with encountered consumers as needed. Provide follow up to referral sources as requested.
9. 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
10. 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.
11. Provide supportive guidance to other department staff members and communicate effectively with all those encountered in the course of work.
12. Demonstrate culturally sensitive care to individuals and families and preserves strict confidentially of information.
13. Prepare written reports, maintain client records and statistical data.
14. 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.
15. Reviews and analyzes alternatives and makes recommendations regarding such matters as organizational structure, team and quality improvement alternative and legal/regulatory development and implementation;
16. Uses standard office equipment, including a computer, in the course of the work;

SUPPLEMENTAL FUNCTIONS:

1. Attend and participate in professional group meetings; stay abreast of new trends and innovations in assigned areas.
2. Perform other related duties and responsibilities as assigned.
3. Be available for on call needs as they arise.

Education and experience directly related to the minimum requirements below may be interchangeable on a year for year basis.

Bachelor's degree from an accredited university or college; and

Five (5) years’ experience in social services, behavioral health, human services, public health, emergency management, criminal justice, public safety, or health related field.

ADDITIONAL REQUIREMENTS:

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