Triage Specialist - One Door OKC

CITY RESCUE MISSION; Oklahoma City (OK); Sur place; USD 32 000 - 42 000; Plein temps

Résumé du poste

City Rescue Mission in Oklahoma City seeks a Triage Specialist to welcome families, perform initial triage, and connect them with housing-focused services. You will manage front-desk flow, document interactions, and coordinate with assessment and diversion staff to improve housing outcomes.

The role emphasizes compassionate, non-judgmental service, escalation of crises, and warm handoffs to partners, while maintaining HMIS documentation and privacy standards.

Qualifications

• Experience in front-desk or triage roles within social services or housing programs.
• Ability to identify urgent needs and follow escalation procedures.
• Strong teamwork and coordination across departments.

Responsabilités

• Greet families and manage front-desk operations in a welcoming, compassionate manner.
• Explain program processes, wait times, rights and next steps clearly.
• Assess immediate housing needs and coordinate referrals to assessment and diversion staff.
• Conduct standardized screenings using current CRM procedures and tools.
• Collect accurate information on housing history, risks, supports, and barriers.
• Identify crises (medical, behavioral health, safety, exploitation, DV, etc.) and follow emergency procedures.
• Assist with housing problem-solving, diversion options, and resource connections.
• Provide warm handoffs to receiving providers and ensure eligibility steps are completed.
• Arrange transportation and document actions in HMIS and required systems.

Connaissances

Interpersonal communication

Triage & screening

De-escalation

Collaboration

Documentation

Outils

HMIS

Microsoft Office

Description du poste

Who We AreAt City Rescue Mission, we believe everyone deserves hope, healing, and a home. As a housing-focused shelter, we provide compassionate care, innovative programs, and practical tools to help individuals and families experiencing homelessness achieve long-term stability and independence.We’re driven by a deep belief in the value of every person we serve and a commitment to creating brighter futures through community partnerships and life-changing programs.Position Summary: The Triage Specialist is an integral part of City Rescue Mission's One Door OKC Project and is responsible for welcoming families at the physical location, managing the front desk, completing initial triage and standardized screenings, identifying urgent needs, and coordinating timely referrals to assessment and diversion staff. This position works with CRM staff and community partners to provide timely, compassionate, housing-focused services, maintain accurate documentation, and help families move toward safe and sustainable housing. The Triage Specialist follows established CRM procedures, maintains professional boundaries, and coordinates clear handoffs, so families receive consistent services. The assigned schedule is 9:00 a.m.–6:00 p.m., Monday–Friday.Essential Functions:Greet all families seeking shelter or related services promptly and respectfully, creating a welcoming, compassionate, and non-judgmental Day One Family Project experience.Explain the One Door OKC Project process, expected wait times, available services, client rights and responsibilities, and next steps in clear and accessible language.Assist with managing family flow, appointments, waiting-area needs, and communication between the One Door OKC Project, shelter teams, security, and other CRM departments.Support daily front-desk operations, family engagement, scheduling, resource coordination, and timely connection with the appropriate assessment or diversion staff.Conduct assigned triage and standardized screenings using the current Key to Home/Continuum of Care questions, tools, decision rules, and CRM procedures.Gather accurate information regarding each family’s immediate situation, recent housing history, current risks, natural supports, available resources, barriers, and reason for seeking services.Identify urgent medical, behavioral health, safety, exploitation, domestic violence, trafficking, suicide or self-harm, intoxication, or other crisis indicators and immediately follow established escalation and emergency-response procedures.Assist families with housing problem-solving and diversion by helping identify safe alternatives to shelter, natural supports, prior housing possibilities, income and benefits, transportation, identification documents, and other practical resources.Provide trained backup for routine screening and resource functions within established protocols and delegated authority; refer complex consultations, diversion decisions, and unresolved crises to the appropriate case manager.Help families' complete calls, applications, releases, verifications, appointments, transportation arrangements, and other action steps needed to access services or stabilize their immediate situation.Connect families with appropriate community resources, including housing, benefits, employment, identification, transportation, food, health care, behavioral health, substance-use treatment, legal services, veteran services, and other supports.Use warm handoffs whenever possible by contacting the receiving provider, confirming eligibility or next steps, and reducing barriers to successful connection.When temporary shelter is identified as the next best intervention, assist with required intake documents and coordinate a warm handoff under established eligibility and placement procedures.Provide transportation to families as needed to facilitate access to appointments, resources, and services, in accordance with agency policy.Use de-escalation skills, maintain professional boundaries, and follow all safety, incident-reporting, mandatory-reporting, emergency, and workplace-violence procedures.Perform other duties as assigned that are consistent with the purpose and general scope of the position.Documentation and Reporting:Ensure accurate and timely Homeless Management Information System (HMIS) program enrollments based on screening results, program eligibility, and established procedures.Maintain accurate and up-to-date documentation, including but not limited to telephone calls, emails, attempted contacts, face-to-face interactions, screenings, referrals, outcomes, and agreed-upon next actions. Ensure all relevant information is detailed and documented in the family’s record within HMIS or other required systems.Complete required intake forms, releases of information, consents, assessments, referrals, and supporting documentation while avoiding unnecessary duplication or requiring families to restart their story at each handoff.Maintain strict client confidentiality and follow HMIS privacy, informed-consent, release-of-information, record-retention, and data-quality requirements.Assist with reports, data-quality reviews, outcome tracking, and correction of incomplete or inaccurate records as requested.Adhere to the most up-to-date version of Coordinated Entry Policies, Continuum of Care (CoC) Standards of Care, funder requirements, and City Rescue Mission policies and procedures.Collaboration and Community Engagement:Collaborate closely with CRM triage, assessment, diversion, housing, and shelter staff, security, and other CRM departments to provide coordinated, timely, and respectful family services.Collaborate with service providers and community partners to enhance families' access to supportive resources and promote housing stability and overall well-being.Serve as a point of contact for assigned community providers and help maintain current information regarding resources, eligibility requirements, contacts, hours, and referral processes.Participate in case consultation, shift handoffs, team meetings, training, supervision, and continuous improvement activities.Participate in Continuum of Care (CoC) or other relevant community meetings and workgroups as requested.Demonstrate a compassionate, non-judgmental approach that promotes client empowerment, self-determination, cultural sensitivity, dignity, and individual choice in all interactions.Essential Functions:Greet all families seeking shelter or related services promptly and respectfully, creating a welcoming, compassionate, and non-judgmental Day One Family Project experience.Explain the One Door OKC Project process, expected wait times, available services, client rights and responsibilities, and next steps in clear and accessible language.Assist with managing family flow, appointments, waiting-area needs, and communication between the One Door OKC Project, shelter teams, security, and other CRM departments.Support daily front-desk operations, family engagement, scheduling, resource coordination, and timely connection with the appropriate assessment or diversion staff.Conduct assigned triage and standardized screenings using the current Key to Home/Continuum of Care questions, tools, decision rules, and CRM procedures.Gather accurate information regarding each family’s immediate situation, recent housing history, current risks, natural supports, available resources, barriers, and reason for seeking services.Identify urgent medical, behavioral health, safety, exploitation, domestic violence, trafficking, suicide or self-harm, intoxication, or other crisis indicators and immediately follow established escalation and emergency-response procedures.Assist families with housing problem-solving and diversion by helping identify safe alternatives to shelter, natural supports, prior housing possibilities, income and benefits, transportation, identification documents, and other practical resources.Provide trained backup for routine screening and resource functions within established protocols and delegated authority; refer complex consultations, diversion decisions, and unresolved crises to the appropriate case manager.Help families' complete calls, applications, releases, verifications, appointments, transportation arrangements, and other action steps needed to access services or stabilize their immediate situation.Connect families with appropriate community resources, including housing, benefits, employment, identification, transportation, food, health care, behavioral health, substance-use treatment, legal services, veteran services, and other supports.Use warm handoffs whenever possible by contacting the receiving provider, confirming eligibility or next steps, and reducing barriers to successful connection.When temporary shelter is identified as the next best intervention, assist with required intake documents and coordinate a warm handoff under established eligibility and placement procedures.Provide transportation to families as needed to facilitate access to appointments, resources, and services, in accordance with agency policy.Use de-escalation skills, maintain professional boundaries, and follow all safety, incident-reporting, mandatory-reporting, emergency, and workplace-violence procedures.Perform other duties as assigned that are consistent with the purpose and general scope of the position.Documentation and Reporting:Ensure accurate and timely Homeless Management Information System (HMIS) program enrollments based on screening results, program eligibility, and established procedures.Maintain accurate and up-to-date documentation, including but not limited to telephone calls, emails, attempted contacts, face-to-face interactions, screenings, referrals, outcomes, and agreed-upon next actions. Ensure all relevant information is detailed and documented in the family’s record within HMIS or other required systems.Complete required intake forms, releases of information, consents, assessments, referrals, and supporting documentation while avoiding unnecessary duplication or requiring families to restart their story at each handoff.Maintain strict client confidentiality and follow HMIS privacy, informed-consent, release-of-information, record-retention, and data-quality requirements.Assist with reports, data-quality reviews, outcome tracking, and correction of incomplete or inaccurate records as requested.Adhere to the most up-to-date version of Coordinated Entry Policies, Continuum of Care (CoC) Standards of Care, funder requirements, and City Rescue Mission policies and procedures.Collaboration and Community Engagement:Collaborate closely with CRM triage, assessment, diversion, housing, and shelter staff, security, and other CRM departments to provide coordinated, timely, and respectful family services.Collaborate with service providers and community partners to enhance families' access to supportive resources and promote housing stability and overall well-being.Serve as a point of contact for assigned community providers and help maintain current information regarding resources, eligibility requirements, contacts, hours, and referral processes.Participate in case consultation, shift handoffs, team meetings, training, supervision, and continuous improvement activities.Participate in Continuum of Care (CoC) or other relevant community meetings and workgroups as requested.Demonstrate a compassionate, non-judgmental approach that promotes client empowerment, self-determination, cultural sensitivity, dignity, and individual choice in all interactions.Working Conditions & Requirements:Work is performed in office, shelter, residential, and community settings.Local travel and occasional flexible hours may be required.Regular interaction with individuals and families experiencing homelessness and complex barriers.Regular sitting, standing, and walking, with occasional lifting of up to 30 pounds.Valid Oklahoma driver’s license, reliable transportation, and insurance meeting agency requirementsAbility to pass required criminal background and Motor Vehicle Record checks.Grant-Funded Position Disclaimer: This position is supported by grant funding. Continuation of employment is contingent upon the availability of grant funds. Employment is at-will.Equal Opportunity Employer:City Rescue Mission, Inc. is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national origin, ancestry, religion, age, citizenship, sex, marital or veteran status, disability or handicap, sexual orientation, or any other basis prohibited by applicable law. City Rescue Mission makes reasonable accommodations for qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state laws.Qualifications:Previous experience working with families experiencing homelessness, including experience in shelter services, diversion, intake, resource navigation, housing placement, case management, or a related human-services setting.Familiarity with community resources for housing, mental health, substance abuse treatment, employment, benefits, transportation, identification, and healthcare services.Strong interpersonal communication skills to establish rapport with families, advocate on their behalf, and collaborate with stakeholders.Ability to learn and consistently apply standardized triage, screening, intake, diversion, documentation, referral, and safety procedures.Ability to work independently, maintain attention to detail, manage multiple priorities, and meet deadlines.Ability to maintain strict confidentiality and adhere to professional ethical standards and agency policies.Proficient use of computers, basic office software, and data-management systems used to track service delivery and internal agency functions; HMIS experience is preferred.Ability to assess family needs and barriers, identify practical next steps, and provide empathetic support and guidance.Demonstrate empathy, patience, sound judgment, and a non-judgmental approach when engaging with families.Knowledge and understanding of working with diverse populations, including people with disabilities.Excellent organizational skills to manage family flow, documentation, referrals, and administrative tasks.Strong conflict-resolution, crisis-management, and de-escalation skills.Demonstrated ability to find constructive solutions for complex client challenges while encouraging client participation and motivation.A reliable means of transportation, including a valid Oklahoma Driver's License, a clean motor vehicle record, and auto insurance coverage that meets the minimum requirements set by the agency.Ability to pass a criminal background check and Motor Vehicle Record (MVR) check.Desire to make a positive impact on the lives of families experiencing homelessness.Working Conditions & Requirements:Work is performed in office, shelter, residential, and community settings.Local travel and occasional flexible hours may be required.Regular interaction with individuals and families experiencing homelessness and complex barriers.Regular sitting, standing, and walking, with occasional lifting of up to 30 pounds.Valid Oklahoma driver’s license, reliable transportation, and insurance meeting agency requirementsAbility to pass required criminal background and Motor Vehicle Record checks.