Outreach and Triage Specialist

Position Title : Outreach and Triage Specialist

Department: Human Services Department

Exemption: Non-Exempt

Supervisor: Outreach and Housing Manager

Job Summary

As part of the Supportive Services for Veteran Families (SSVF) Team, the Outreach and Triage Specialist (OTS) seeks out and identifies Veteran families experiencing or at risk of homelessness across Eastern Massachusetts, and screens them for SSVF services. This includes conducting consistent community outreach in Eastern Massachusetts communities to locate Veterans facing housing crises. Community outreach consists of street outreach, outreach to known encampments, and collaboration with service providers to raise awareness of NECHV programming in order to reach and assist all Veteran families in need in SSVF’s catchment area. The OTS will engage Veterans in conversations and assess for eligibility for SSVF services (e.g. rapid re-housing, housing prevention, rapid resolution and housing stabilization) to ensure Veteran families are placed on the most appropriate housing track. The OTS will also conduct intakes for Veterans entering transitional living at the New England Cener and Home for Veterans (NECHV).

Job Responsibilities

• Develop program outreach plan in conjunction with the Manager of Housing and Outreach and Director of Community Stabilization Services. Identify potential program participants through street, community-based and shelter outreach.
• Follow up with potential program participants identified during outreach, and with referrals from surrounding shelters and agencies to assess for eligibility and enroll in the appropriate NECHV program.
• Inform community agencies and collaborating organizations about SSVF and other programs available through the NECHV to assist them in identifying and serving Veterans who are experiencing or at risk for homelessness.
• Complete the City of Boston Pathways Assessments and follow up with Veterans who were matched with housing opportunities through the Coordinated Access System.
• Stay up-to-date with community resources in order to best refer non-eligible Veterans to alternative resources or placements.
• Complete intakes for Veterans entering NECHV transitional living and screen for SSVF services.
• Order DD214s for Veterans entering NECHV.
• Ensure Veterans are quickly linked to the services and housing path that will resolve their housing crisis.
• Use Motivational Interviewing, Harm Reduction, Trauma Informed Care and Progressive Engagement strategies to develop appropriate therapeutic rapport.
• Maintain appropriate documentation, including completing intakes, documenting outreach attempts to agencies and case notes in an electronic database.
• Attend Program, Department meetings and trainings as well as Continuum of Care provider meetings and other meetings with collaborating agencies as required.
• Perform other duties as assigned

Required Qualifications:

• Bachelor’s degree in Human Services required, with 2 to 3 years of experience preferred. Relevant experience may substitute in lieu of a degree
• Previous experience with and comfort with outreach (including street and community-based outreach) and/or working with individuals who have experienced homelessness and struggle with mental health and substance use issues, required.
• Experience with case management, navigating community-based resources, subsidized housing placements.
• Veteran status a plus.
• Strong understanding of and commitment to Motivational Interviewing, Harm Reduction, Cultural Competency, Housing First and Trauma Informed Care.
• Excellent customer service skills and the ability to communicate professionally with Veterans, team members and partners.
• Proficiency with electronic databases and computers.
• Experience with crisis intervention and de-escalation.
• Flexible self-starter with strong analytical skills.

Preferred Qualifications

• Knowledge of military culture.
• Experience in triage and /or diversion.

Essential Functions of the Job:

• Must be able to travel in the greater Boston area, including Suffolk, Middlesex, Essex and Norfolk counties, and conduct street outreach and work in the community.
• Massachusetts Driver’s License required.
• Strong assessment and screening skills.
• Ability to access and navigate public transportation.
• Demonstrate positive communication with Veterans and other team members and collaborators.
• Strong organization skills.
• Ability to maintain professional and personal boundaries.
• Ability to work independently and collaboratively with teams, including other NECHV programs and departments.