Hillside Family of Agencies
Triage Specialist II - Part Time
Hillside Family of Agencies, Rochester, New York, United States, 14600
Job Summary
The Triage Specialist II responds to calls 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.
In addition, the Triage Specialist II works with external strategic partners, multi-disciplinary management teams and other care providers to review and assess referrals for assigned programs, ensuring admission decisions are made in the best interest of youth and families and additional services are recommended, as needed.
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.
Facilitate after hours EMR access by completing enrollments for assigned services.
May occasionally be asked to 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.
In partnership with other team members, collaboratively assess and process referrals for the OCFS Licensed Residential Services on the Monroe Campus:
Utilize experience, education, clinical assessment skills, knowledge of child development, understanding of Hillside’s system of care, mental health needs, Children and Residential Experiences (CARE) philosophy and cultural competence to determine appropriate level of care for youth and families.
Complete initial intake assessments, including Children and Adolescent Needs and Strengths (CANS) risk assessment, health risk screens and permanency screens and consents, in the clinical record (EMR) to ensure compliance with all Hillside requirements and regulatory standards.
Make recommendations for admission to assigned programs based on screening and assessment information gathered.
Ensure all required admission documentation is completed in accordance with agency and regulatory standards.
Develop and maintain strategic partnerships with external funders such as school district representatives, Office of Children and Family Services and/or Department of Social Services (DSS).
Partner with families, youth and referral sources to make appropriate level of care determinations, in consultation with program leaders.
Triage additional referrals to other internal or external service pathways as appropriate.
Maintain and track utilization to report to leadership and to identify and address programmatic internal and/or external barriers to assist in achieving utilization targets.
Facilitate Program Intake meetings regarding referrals in process, sharing information gathered during the screening process in order to make level of care decisions.
Communicate admission decisions to families, youth and referral sources. Participate in additional team meetings as needed, as a system of care expert.
Maintain relationships with internal program leadership and staff, acting as a resource for the agency at large for information including thorough knowledge of agency services across regions, agency point people and contacts, including Hillside’s support departments.
Work collaboratively with team members to disseminate duties, and to ensure coverage of shifts and seamless coordination between triage team members and shifts, for any referral work and/or other agency duties/responsibilities.
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 filed required.
Minimum 4 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:
Knowledge of Human Services system of care knowledge, such as programs funded by Office of Mental Health (OMH), Department of Social Services (DSS), School Districts, and/or Office of People with Developmental Disabilities (OPWDD).
Ability to engage and work with children, youth, families, and funders.
Ability and knowledge of how to complete assessments and navigate service pathways for children, youth, and families.
Ability to always meet the highest standard for customer services, in addition to ethical and professional conduct towards all.
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 as assigned.
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)
Occasionally 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
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
$23.35 Minimum pay rate, $33.00 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: 2671
The Triage Specialist II responds to calls 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.
In addition, the Triage Specialist II works with external strategic partners, multi-disciplinary management teams and other care providers to review and assess referrals for assigned programs, ensuring admission decisions are made in the best interest of youth and families and additional services are recommended, as needed.
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.
Facilitate after hours EMR access by completing enrollments for assigned services.
May occasionally be asked to 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.
In partnership with other team members, collaboratively assess and process referrals for the OCFS Licensed Residential Services on the Monroe Campus:
Utilize experience, education, clinical assessment skills, knowledge of child development, understanding of Hillside’s system of care, mental health needs, Children and Residential Experiences (CARE) philosophy and cultural competence to determine appropriate level of care for youth and families.
Complete initial intake assessments, including Children and Adolescent Needs and Strengths (CANS) risk assessment, health risk screens and permanency screens and consents, in the clinical record (EMR) to ensure compliance with all Hillside requirements and regulatory standards.
Make recommendations for admission to assigned programs based on screening and assessment information gathered.
Ensure all required admission documentation is completed in accordance with agency and regulatory standards.
Develop and maintain strategic partnerships with external funders such as school district representatives, Office of Children and Family Services and/or Department of Social Services (DSS).
Partner with families, youth and referral sources to make appropriate level of care determinations, in consultation with program leaders.
Triage additional referrals to other internal or external service pathways as appropriate.
Maintain and track utilization to report to leadership and to identify and address programmatic internal and/or external barriers to assist in achieving utilization targets.
Facilitate Program Intake meetings regarding referrals in process, sharing information gathered during the screening process in order to make level of care decisions.
Communicate admission decisions to families, youth and referral sources. Participate in additional team meetings as needed, as a system of care expert.
Maintain relationships with internal program leadership and staff, acting as a resource for the agency at large for information including thorough knowledge of agency services across regions, agency point people and contacts, including Hillside’s support departments.
Work collaboratively with team members to disseminate duties, and to ensure coverage of shifts and seamless coordination between triage team members and shifts, for any referral work and/or other agency duties/responsibilities.
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 filed required.
Minimum 4 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:
Knowledge of Human Services system of care knowledge, such as programs funded by Office of Mental Health (OMH), Department of Social Services (DSS), School Districts, and/or Office of People with Developmental Disabilities (OPWDD).
Ability to engage and work with children, youth, families, and funders.
Ability and knowledge of how to complete assessments and navigate service pathways for children, youth, and families.
Ability to always meet the highest standard for customer services, in addition to ethical and professional conduct towards all.
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 as assigned.
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)
Occasionally 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
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
$23.35 Minimum pay rate, $33.00 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: 2671