Triage Specialist - Homeless Prevention and CCBHC

At Heartland Family Service, we are committed to building a culture that is trauma informed and values and celebrates diversity and inclusion. We believe this allows for better service delivery and innovation, as it encourages our employees to bring various experiences and uniqueness to the workplace.

Trauma Informed Care is an approach to engaging people with histories of trauma that recognizes the presence of trauma symptoms and acknowledges the role that trauma has played in their lives. Trauma Informed Care also acknowledges the effects of working with trauma survivors on our workforce and seeks to build collaborative and supportive working environments and relationships.

If you believe in our mission of creating healthy families and communities, and like a fast pace, collaborative and team-oriented environment, then Heartland Family Service is the agency for you.

SUMMARY DESCRIPTION OF WORK

This position provides intake services to the homeless prevention program. This program provides short-term support services to individuals and families who are at imminent risk of homelessness. The Intake Specialist assists to screen applicants for eligibility as well as providing information, referrals, and problem-solving services to applicants. Services are provided via phone screenings and during scheduled walk-in times.

Entry level professional position. Educational requirements are specific. Decision making skills and problem-solving skills are required.

Compensation: between $16.31 and $19.44 per hour (wage is determined by total years of relevant experience)
Work Schedule: 20 hours per week

MINIMUM QUALIFICATIONS

• High School Diploma required (Associate’s Degree in human services preferred) AND two years direct care experience in human services preferred OR equivalent combination of post-secondary education and experience
• Working knowledge of computer programs including Microsoft Word, Excel, and Outlook
• Valid driver’s license/acceptable driving record
• Bi-lingual is a plus

Essential Duties and Responsibilities

• *Develop rapport with clients through strong interpersonal skills.
• *Return incoming calls for homeless prevention and CCBHC services within established timelines.
• *Conduct initial screenings to determine eligibility and prioritization, providing a connection to CCBHC if no homeless prevention openings are available, and provide referrals for those who do not wish to be connected to CCBHC services.
• *Provide housing stability services to help program participants avoid homelessness, including housing problem-solving and crisis intervention, education on tenant rights and responsibilities, mediation services, tenancy supports, and coordination with landlords.
• *Conduct monthly follow-up check-in calls with discharged clients to assess their current needs, provide aftercare resources, and ensure continued support in maintaining housing stability.
• *Verify and document applicant eligibility, maintaining comprehensive and accurate service records and call logs.
• Demonstrate skills in creative problem-solving, conflict resolution, and mediation to help clients obtain and maintain safe housing.
• Identify critical or emergency needs, determine when intervention is necessary, and develop safety plans as needed.
• Assess clients’ need and eligibility for financial assistance, including aiding with funding applications.
• Utilize motivational interviewing techniques to engage and motivate clients into services or programming.
• Refer clients to internal and external resources and services as needed, maintaining collaborative referral systems.
• Offer CCBHC case management services for clients transitioning into programming while addressing barriers until program enrollment is possible.
• Maintain accurate and timely records, including client calls, data entry, scheduling, and reports.
• Collect and process required documentation, including "Release of Information" forms, and ensure compliance with HIPAA and confidentiality policies.
• Monitor and report data as required by funding sources and internal guidelines.
• Stay informed on housing resources, community programs, and mainstream benefits, including eligibility requirements and tenancy supports.
• Establish positive working relationships with clients, referral sources, service agencies, landlords, and other stakeholders.
• Work independently and as part of a team, demonstrating regularity and dependability in scheduling and completing work.
• Display courtesy and empathy to clientele, volunteers, and visitors of the agency.
• Abide by all program and agency procedures, policies, and requirements.
• Participate in internal and external training to enhance personal and program-related skills.
• Create, maintain, and share a self-care plan as appropriate.
• Contribute to the agency’s fundraising and community engagement efforts whenever possible.
• Perform other program-related duties as assigned.
• The position is primarily remote, allowing the employee to work from home, provided performance metrics are consistently met. Minimal travel is required for occasional in-person team meetings, supervision, or agency-wide meetings, with limited use of a personal vehicle.
• Display comfort and professionalism when working with stressful individual or family dynamics.
• Maintain punctuality and dependability in scheduling and attendance.

*DENOTES ESSENTIAL JOB FUNCTIONS