Triage and Intake Specialist

Posted 3 weeks ago

Job Description:               Triage and Intake Specialist

Status:                                  Full-Time/Non-Exempt

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.

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


  • 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
  • Excellent typing 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 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
  • Bilingual
  • Knowledge of community resources

To Apply:             Send resume and salary requirements to

Job Features

Job CategoryFull Time

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