Triage and Intake Specialist – 1st and 3rd Shift, Full-Time

Triage and Intake Specialist – 1st and 3rd Shift, Full-Time

Job Description:             Triage and Intake Specialist

  • 1st shift, Mon-Fri, 7AM-3PM
  • 3rd Shift, Mon-Fri, 11AM-7PM

Status:                                  Full-Time/Non-Exempt

Reports To:                        Triage and Intake Services Manager/Deputy Director of Survivor Services


Position Summary

A Triage and Intake Specialist (‘Specialist’) serves as the first point of contact for clients entering our emergency shelter, provides referrals to those who do not require shelter and sees to the immediate needs of our shelter clients. The Specialist will field incoming calls to The Julian Center’s crisis line, complete the intake process for new residents, manage information given to callers who do not shelter and provide quality customer service to shelter residents.


Primary Responsibilities

  • Answering all incoming calls, including crisis calls, informational calls, resident contact calls and calls for staff members
  • Completing crisis call assessment forms with callers to determine program eligibility and appropriateness
  • Providing information and supportive services for staff, residents and visitors at the front desk
  • Performing other administrative duties as requested by the Director of Residential Services or Crisis Call Team Leader
  • Maintaining complete, accurate and timely information on callers and completing subsequent data entry
  • Monitoring security systems, respond to alarms appropriately and apprise management of any security issues
  • Following agency rules and protocols for admitting people to the shelter
  • Fostering an environment of respect with residents, callers and staff
  • Providing shelter residents with information and support as appropriate
  • Performing security checks within the shelter to increase safety of staff and residents
  • Representing The Julian Center on the telephone with other agencies and the community at large
  • Work with other agency staff on projects or initiatives as directed by the Director of Non-Residential Services



  • Ability to stay calm and use appropriate judgment in responding to crisis and security situations
  • Critical thinking and evaluation skills
  • Positive attitude with callers, residents, staff and volunteers
  • Ability to work both independently and as a team
  • Ability to handle multiple tasks
  • Excellent communication skills (verbal and written)
  • Attention to detail in record keeping, coordination and documentation
  • Awareness and adherence to confidentiality and boundaries
  • Excellent organizational skills
  • Punctuality and dependability
  • Ability to problem solve and make appropriate decisions in urgent situations


 Required Qualifications

  • Two years of college or equivalent business, technical or specialized schooling
  • 1-3 years experience required with minimum two years human/social services experience
  • Working knowledge of Microsoft suite including Word, PowerPoint and Outlook
  • Excellent typing and data entry skills
  • 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 check


Preferred Qualifications

  • Bachelor’s degree in social work, human services, psychology or related field
  • At least 2 years experience working with traumatized individuals
  • Fluency in Spanish
  • Knowledge of community resources