Triage Case Manager

Syracuse University; City of Syracuse (NY); On-site; USD 52,000 - 75,000; Full time

Job summary

Syracuse University seeks a Triage Case Manager within the Office of Student Outreach and Support to manage intake, triage, and assignment of student health and safety referrals.

You will carry a moderate caseload, collaborate with campus partners, maintain accurate records in Maxient, and support data-driven program assessment.

Qualifications

• Master’s degree in Counseling, Social Work, Higher Education Administration, or closely related field
• 2-4 years of non-clinical case management experience in higher education
• Crisis response, student affairs administration, and case management support teams experience
• Familiarity with FERPA, HIPAA, ADA, and Title IX laws
• Ability to navigate complex systems with students
• Strong triage decision-making under pressure with high referrals
• Excellent documentation and data management skills

Responsibilities

• Serves as the primary point of contact for all incoming referrals and concerns reported to SOS by campus partners
• Performs initial triage assessments to evaluate urgency, risk level, and appropriate care pathway for each referral
• Assigns cases to case managers in coordination with the Lead Case Manager, Associate Director, and Director
• Maintains all triage documentation, case notes, and data records with accuracy and timeliness in Maxient (or equivalent platform)
• Carries an active caseload of moderate‑complexity students of concern, providing direct non‑clinical case management services
• Coordinates follow‑up support with campus partners including Academic Deans, Residential Living, and Barnes Center at the Arch Health and Wellness
• Manages the creation, tracking, updating, and closure of all cases within the SOS case management system
• Ensures data integrity across all SOS records
• Produces regular reports and summaries for leadership to inform program assessment and planning
• Participates in University or Division working groups, committees, and meetings as assigned
• Other duties as assigned

Skills

Maxient

PeopleSoft

Microsoft Office

Triage operations

Data reporting

BIT framework

Multidisciplinary teamwork

Bilingual/multilingual

Education

Master’s degree in Counseling or related field

Tools

Maxient

PeopleSoft

Microsoft Office

Job description

Job Description

The Triage Case Manager serves as the primary intake and triage specialist for the Office of Student Outreach and Support (SOS), managing all incoming referrals and concerns related to student health, safety, and well‑well-being. This role ensures that all cases are received, assessed, prioritized, and assigned in a timely and appropriate manner. The Triage Case Manager carries their own caseload of moderate‑complexity cases while maintaining the operational integrity of SOS triage functions.

Reports to the Lead Case Manager. Collaborate regularly with SOS office coordinator, Academic Deans and Advisors, Faculty and Staff, Residential Living, Center for Student Success, Center for Disability Resources, Barnes Center at the Arch Health and Wellness, and off‑campus partners as needed.

Education and Experience

• Master’s Degree required in Counseling, Social Work, Higher Education Administration, or a closely related field.
• Minimum of 2-4 years of non‑clinical case management experience in higher education.
• Demonstrated experience in crisis response, student affairs administration, and case management support teams, with a specific focus on triage or intake functions.
• Thorough working knowledge of relevant state and federal laws including FERPA, HIPAA, ADA, and Title IX.
• Ability to work within and assist students in navigating complex systems.
• Demonstrated capacity to make rapid, sound triage decisions under pressure while managing a high volume of referrals and competing priorities.
• Excellent organizational, oral, and written communication skills with meticulous attention to detail in documentation and data management.

Skills and Knowledge

• Proficiency with Maxient, Peoplesoft, and Microsoft Office.
• Demonstrated experience in triage operations or intake coordination in a higher education, non‑clinical setting.
• Experience with data collection, management, and reporting to support program assessment.
• Familiarity with Behavioral Intervention Team (BIT) frameworks and best practices.
• Experience working with multi‑disciplinary teams in a fast‑paced student support environment.
• Bilingual or multilingual candidates are strongly encouraged to apply.

Responsibilities

Triage Operations & Intake

• Serves as the primary point of contact for all incoming referrals and concerns reported to SOS by campus partners.
• Performs initial triage assessments to evaluate urgency, risk level, and appropriate care pathway for each referral.
• Assigns cases to case managers in coordination with the Lead Case Manager, Associate Director, and Director.
• Maintains all triage documentation, case notes, and data records with accuracy and timeliness in Maxient (or equivalent platform).

Case Management

• Carries an active caseload of moderate‑complexity students of concern, providing direct non‑clinical case management services. This includes students experiencing significant disruptions to academic progress due to interpersonal difficulties, financial concerns, healthcare navigation challenges, adjustment difficulties, and related personal issues.
• Coordinates follow‑up support with campus partners including Academic Deans, Residential Living, and Barnes Center at the Arch Health and Wellness.

Data & Records Management

• Manages the creation, tracking, updating, and closure of all cases within the SOS case management system.
• Ensures data integrity across all SOS records.
• Produces regular reports and summaries for the leadership to inform program assessment and planning.

Education & Outreach

• Participates in University or Division working groups, committees, and meetings as assigned.
• Other duties as assigned.

Physical Requirements

Not Applicable

Tools/Equipment

Not Applicable

About Syracuse University

Syracuse University is a private, international research university with distinctive academics, diversely unique offerings, and an undeniable spirit. Located in the geographic heart of New York State, with a global footprint, and over 150 years of history, Syracuse University offers a quintessential college experience.

The scope of Syracuse University is a testament to its strengths: a pioneering history dating back to 1870; a choice of more than 200 majors, 100 minors, and 200 advanced degree programs offered across the University’s 13 schools and colleges; over 15,000 undergraduates and over 6,000 graduate students; more than a quarter of a million alumni in 160 countries; and a student population from all 50 U.S. states and 123 countries. For more information, please visit http://www.syracuse.edu.

About The Syracuse Area

Syracuse is a medium‑sized city situated in the geographic center of New York State approximately 250 miles northwest of New York City. The metro‑area population totals approximately 500,000. The area offers a low cost of living and provides many social, cultural, and recreational options, including parks, museums, festivals, professional regional theater, and premier shopping venues. Syracuse and Central New York present a wide range of seasonal recreation and attractions ranging from water skiing and snow skiing, hiking in the Adirondacks, touring the historic sites, visiting wineries along the Finger Lakes, and biking on trails along the Erie Canal.

EEO Statement

Syracuse University is an equal‑opportunity institution. The University prohibits discrimination and harassment based on race, color, creed, religion, sex, gender, national origin, citizenship, ethnicity, marital status, age, disability, sexual orientation, gender identity and gender expression, veteran status, or any other status protected by applicable law to the extent prohibited by law. This nondiscrimination policy covers admissions, employment, and access to and treatment in University programs, services, and activities.

Commitment to Supporting and Hiring Veterans

Syracuse University has a long history of engaging veterans and the military‑connected community through its educational programs, community outreach, and employment programs. After World War II, Syracuse University welcomed more than 10,000 returning veterans to our campus, and those veterans literally transformed Syracuse University into the national research institution it is today. The University’s contemporary commitment to veterans builds on this historical legacy, and extends to both class‑leading initiatives focused on making an SU degree accessible and affordable to the post‑9/11 generation of veterans, and also programs designed to position Syracuse University as the employer of choice for military veterans, members of the Guard and Reserve, and military family members.

Commitment to a Respectful and Welcoming Community

Syracuse University fosters a welcoming learning environment where students, faculty, administrators, staff, curriculum, social activities, governance, and all aspects of campus life reflect a broad range of perspectives and experiences. The University community values the many similarities and differences among individuals and groups. At Syracuse, we are committed to preparing students to engage with and appreciate the richness of backgrounds, beliefs, and experiences that shape our society. To achieve this, we strive to cultivate a community that respects and encourages open dialogue, understanding, and mutual respect.