Triage and Intake Specialist (FT and PT) | Julian Center

The Julian Center; Indianapolis (IN); On-site; USD 35,000 - 45,000; Full time

Job summary

The Julian Center in Indianapolis seeks a Triage and Intake Specialist to serve as the first point of contact for survivors entering its emergency shelter. This role requires professional customer service, ensuring safety and support for all clients.

The candidate must have experience in social services, exhibit strong communication skills, and be able to work independently and collaboratively. The position offers both full-time and part-time shifts to cover the needs of the center.

Qualifications

• Minimum one year of human/social services experience with vulnerable populations.
• Ability to pass a criminal background and National FBI Fingerprint check.

Responsibilities

• Answer all incoming calls to the 24-hour Crisis Line.
• Conduct caller assessments to determine program eligibility.
• Maintain accurate information and data entry for compliance.
• Conduct security checks to ensure safety of residents and staff.

Skills

Ability to stay calm in crisis situations

Critical thinking

Excellent communication skills

Attention to detail

Organizational skills

Ability to work independently and as a team

Proficiency in Microsoft Office suite

Education

One year of college or equivalent

1-3 years of human/social services experience

Job description

Triage and Intake Specialist (FT and PT)

Job Description: Triage and Intake Specialist

Full-time: 3rd Shift, Mon-Fri, 12am-8am

1st Shift, Mon-Fri, 7am-3pm

Part-time: 1st Shift, Every Other Weekend, 7am-3pm

1st Shift, Every Other Weekend, 8am-4pm

2nd Shift, Every Other Weekend, 4pm-midnight

Reports To: Crisis Call Center Manager

Position Summary

A Triage and Intake Specialist (‘Specialist’) serves as the first point of contact for survivors entering our emergency shelter, provides referrals to those who do not require shelter, and sees to the immediate needs of our shelter residents. Specialists are expected to provide professional and trauma informed customer service and resource support to all survivors who contact The Julian Center.

With support from the Advocacy and Leadership teams, the Specialist team ensures the safety and security of the facility 24 hours a day, year-round.

This is a grant-funded, entry-level position.

Primary Responsibilities

• Answer all incoming calls to the 24-hour Crisis Line, including requests for emergency shelter, information, and resource referrals, as well as direct resident and staff calls
• Following agency rules and protocols, Specialists will conduct assessments with each caller to determine program eligibility and appropriateness
• Maintain complete, accurate, and timely information on all callers and completing subsequent data entry to ensure agency compliance with grant expectations
• Operates from a trauma-informed and client-centered framework that fosters an environment of respect and support for all survivors as well as their colleagues
• Provides information and supportive services for survivors, colleagues and visitors who access the front desk; meets the immediate needs of all residents, as requested
• Monitors security of systems and appropriately responds to all emergencies by alerting law enforcement, fire, or emergency medical services, as well as ensuring that leadership is informed throughout
• Performs frequent security checks within the shelter to further ensure the safety of all residents and staff
• Participates in monthly one-to-one check in with direct supervisor, attends scheduled quarterly trainings, and attends any recommended additional training
• Performs administrative duties that are required to uphold the functions of the Specialist role
• Other duties as assigned by leadership

Skills

• Ability to stay calm and use appropriate judgment in responding to crisis and security situations
• Apply critical thinking and evaluation skills to problem solve and make appropriate decisions in urgent situations
• Must demonstrate a positive attitude with callers, residents, staff and volunteers
• Excellent written & verbal communication and customer service skills
• Attention to detail in record keeping, coordination and documentation
• Awareness and adherence to confidentiality and boundaries
• Excellent organizational skills
• Punctuality and dependability
• Ability to work both independently and as a team
• Ability to handle multiple tasks
• Working knowledge of Microsoft Office suite including Word, Outlook and Excel
• Commitment to non-violent and cooperative work environment
• Commitment to providing quality and equitable services to all clients regardless of race, ethnicity, sex, gender identity, religion, age or sexual orientation
• Ability to pass a criminal background and National FBI Fingerprint check

Required Qualifications

• One year of college, business, technical or specialized schooling or accredited apprentice training
• 1-3 years of human/social services experience, with a minimum of one year experience required, working with people who are vulnerable, oppressed and/or living in poverty

Preferred Qualifications

• Undergraduate degree in social work, human services, psychology, criminal justice or related field
• Experience working with traumatized individuals

The Julian Center empowers survivors of domestic and sexual violence and creates a community where every individual is safe and respected. And we are proud to be the largest organization of its kind in Indiana.

Since 1975, we have assisted more than 66,350 people and educated over 365,750 others on the causes and effects of domestic and sexual violence and its impact on our community.