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Job Summary

The Triage Specialist I responds to calls to Hillside from strategic partners, internal staff, community members, families and individuals in Hillside programs. This role provides callers with the support needed by connecting them to the appropriate staff person, recommending Hillside or community resources or by providing telephone assistance with crisis or emergency management.

Essential Job Functions

+ Provide excellent customer service and crisis management by telephone, email and in person.

+ Provide consultation and recommendations to customers regarding internal and/or external services.

+ Maintain thorough knowledge of agency services across regions, in addition to agency point people/contacts, including Hillside’s support departments.

+ Respond to requests for Release of Information (R0I) ensuring the information is gathered and released within required timeframes and follows New York State privacy laws.

+ Process referrals and admissions to the Emergency Respite Bed Program including assessing youth for ERB level of care.

+ Assist with processing referrals for residential programs by entering information into EMR and completing Clinical Risk (CANS) and Health Screens, as needed.

+ Facilitate after hours EMR access by completing enrollments for assigned services.

+ Run various agency reports including Utilization, Census, Referral and Shift Reports, as requested.

+ Implement Hillside’s emergency management protocol when appropriate in crisis situations. Triage callers according to need, successfully navigating agency on call system when needed.

+ Document information accurately and timely in progress notes, shift notes, emails, and/or other documentation platforms in accordance with agency policy. Ensure seamless communication between triage team members when changing shifts.

+ While this job description covers many aspects of the role, employees may be required to perform other duties as assigned.

Education & Experience

+ Bachelor’s degree in social work, psychology, mental health or related human services field required.

+ Minimum 2 years of experience in a relevant field required.

Special Requirements

+ Unrestricted, valid NYS driver’s license for minimum of 1 year with a clean driving record and minimum insurance coverage that meets agency standards.

Knowledge, Skills & Abilities

In addition to demonstrating the Hillside Professional Competencies of Communicates Effectively, Personal Excellence, Cultural Competence, Builds and Leverages Relationships and Optimizes Decision Making, the following occupational competencies must be demonstrated:

+ Ability to always meet the highest standard for customer service, in addition to ethical and professional conduct towards all.

+ Ability to learn services provided both by Hillside and our external service providers.

+ Ability to establish and maintain strong professional relationships with contacts in order to efficiently access care for children, youth, and families.

+ Ability to use problem-solving skills with self and others to successfully work through challenging situations.

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

+ Must be able to work a variable scheduling including evenings and weekends or overnight shifts (as determined by position)

+ The following physical demands are required:

+ Occasional sitting (up to 4 hours)

+ Occasional standing (up to 1 hour)

+ Occasional walking (up to 2.5 hours)

+ Occasional driving (up to 8 hours)

+ Continuous balancing (up to 8 hours)

+ Occasional balancing, bending, stooping, climbing, kneeling, pushing, pulling, reaching forward or down, reaching overhead, running, and twisting (up to 2.5 hours)

+ Weekly lifting up to 50 lbs. (community-based staff may be required to lift an empty wheelchair weighing up to 50 lbs.), 10-15 lbs. on a daily basis

+ Weekly carrying up to 55 lbs. approximately 10-100 ft., 10-15 lbs. on a daily basis

+ Manual dexterity is required, including the frequent ability to grasp in both hands and continuous use of fine manipulation skills in both hands (approximately 1-2.5 hrs.)

+ Occasional exposure to dust, fumes, gases or chemicals is apparent.

+ Protective clothing or equipment required: Close toed shoes; Protective Shields, Universal Precaution PPE, Gloves for toileting and food preparation

+ Ability to change positions as needed

$19.50 Minimum pay rate, $28.00 Maximum pay rate, based on experience. This pay rate may include a Regional and/or Department premium.

At Hillside, we believe that healthy youth and strong families with opportunities to succeed are the foundation of any thriving community. Guided by this belief, we provide community-based services, education, and residential treatment to positively impact lives, in partnership with youth and families who have experienced trauma. From locations across Central & Western New York and Prince George’s County, Maryland, our programs serve nearly 10,000 youth, adults, and families each year.

Partnering with families and communities, we deliver high-quality, evidence-based services, in the appropriate settings — whether on residential campuses or in schools, homes, or the workplace. By measuring the impact of our work, we endeavor to deliver ever better outcomes every day.

Equal Opportunity Employer: Hillside is committed to equal opportunities for all, supporting a diverse workforce, creating development opportunities for our people. Hillside is an equal opportunity employer; individuals from underrepresented and/or marginalized identities, Veterans, and disabled persons are encouraged to apply. Upon request, reasonable accommodations will be provided for the disabled.

Total Rewards: We offer a competitive benefits package to include generous paid time off, paid holidays, comprehensive medical, dental and vision coverage, flexible spending account, 403(b) retirement savings plan with employer match, and Employee Assistance Plan – just to name a few of the amazing benefits at Hillside! World changers and change makers join our talent community every day. Apply online, get on board, and grow your career with us!

Requisition ID: 2682