Triage Manager

Triage Manager

Individual Triage/Shelter

Mission Statement:

Father Bill's & MainSpring is committed to ending and preventing homelessness in Southern Massachusetts with programs that provide emergency and permanent housing and help people obtain skills, jobs, housing, and services. We help people who are struggling with homelessness or are at risk of homelessness to achieve self-sufficiency.

Father Bill's & MainSpring is a growing and dynamic social service agency with particular expertise in emergency and permanent housing, job training and placement, and prevention services for individuals and families in need. Over the next five years, our strategic focus includes an increase in affordable, permanent supportive housing, a more efficient model of care for families experiencing homelessness, commitment to an enhanced delivery model to reduce the need for shelter, and improved community relations in order to achieve these goals. Our staff are thoughtful and caring individuals who share our passion for these ideals and creative approaches to helping people improve their lives.

We offer a generous benefits package and a comprehensive orientation and training program, as well as ample opportunities for advancement for qualified individuals who show a commitment to our Mission.

Position Summary:

The Triage Manager is responsible for overseeing the entry points into the region's adult individual emergency shelter system and the triage and assessment activities conducted at those entry points. The Triage Manger will lead a team of street outreach, diversion, and triage staff who will screen all individuals seeking assistance and direct people to the most appropriate resources to avoid homelessness or become quickly rehoused. The Triage Manager will drive toward systems change to reduce reliance on shelter over the long term while ensuring a low-threshold Housing First approach. This front-door triage system for individual shelter coordinates assessments and resources while establishing an initial housing target for all participants. The Triage Manager will report to the Housing Resource Center Director and work closely with the Re-housing and Operations Managers. This is a full-time position, Monday through Friday; hours may vary.

FBMS has an excellent reputation and strong relationships with many public funders and nonprofit partners. It also has a longstanding commitment to program and strategic planning and to evaluation of its performance outcomes and trends. This individual will continue to strengthen, develop, and expand this work.

Master's Degree in Social Work and/or related field preferred or 3-5 years of increasing responsibility in organizations serving homeless, low-income, and/or other vulnerable populations. Experience managing/administering HUD Homeless programs preferred.

Essential Responsibilities:

• Provide oversight of the Triage and Assessment programs, including street outreach, homeless prevention, shelter diversion, assessment, and housing placement.

• Lead staff in the low threshold, person-centered, Housing 1st framework while also fostering an environment of empowerment and shared leadership where critical thinking, problem-solving, and input are fostered.

• Develop and maintain relationships with stakeholders, both internal and external (FBMS departments and counterparts, community leaders, funders, property managers, landlords, etc.); ensure consistency in service delivery across regions.

• Ensure appropriate services are being provided to all participants and proper supervision to program staff. Support in the identification and resolution of any challenges or issues that may arise, supporting a shared leadership framework.

• Have an understanding of program budgets and contract expectations and participate in setting goals and outcomes for department.

• Ensure rapid access to housing resources for individuals experiencing homelessness. Resources may include permanent supportive housing or temporary rental assistance. Collaborate with counterparts to ensure cross-regional access to housing occurs.

• Support an environment of collaboration and teamwork between triage and emergency shelter services, as well as the operations team, maintain a singular focus of moving people toward and sustaining a housing solution to their homelessness.

• Familiarity with HUD and state-funded programing and policies including HUD Permanent Supportive Housing, Massachusetts Rental Vouchers, Home and Healthy for Good, coordinated entry, among others.

• Support Triage team in ensuring that files are up to date and in compliance with all State and Federal contracts, conduct file revies, and obtain regular reports from staff.

• When needed, work with Human Resources to assess situations related to staff, participants, and operations, making appropriate referrals and recommendations when needed.

• Verify the Triage team is providing necessary documentation (i.e., funding requests, internal finance, and human resource requests). Oversee the preparation of monthly and other progress reports to ensure programs are meeting goals and objectives. Participate in file reviews and audits as needed to ensure compliance with all State and Federal contracts. Interface with funders, identifying and resolving any concerns.

• Be prepared to step into operational situations as needed and/or support team in resolving crises and other guest and staff-related issues.

• Highly organized with strong attention to detail and ability to meet deadlines.

• Comfortable and skilled in working with budgets and data, experience with HMIS, HUD reporting preferred.

• Strong analytical, critical thinking, problem-solving, and planning skills a must.

• Empathy: An understanding and empathy for those dealing with homelessness and related issues.
• Professionalism: Maintains the highest level of professionalism in the delivery of services, building of relationships, collaboration with co-workers, and representation of Father Bill's & MainSpring within the organization and the community.

• Communication: Speaks appropriately in positive and/or negative conversations with supervisors, co-workers, volunteers, donors and constituents; Articulates the goals of Father Bill's & MainSpring.

• Record-Keeping: Routine clerical or record-keeping incidental to the essential responsibilities of the job (including, but not limited to, data entry and case file updates).

• Job Knowledge: Possesses the practical and technical knowledge required on the job.

• Attendance: Acceptable overall attendance record, consistently at work and on time.

• Reliability: Relied upon regarding task completion and follow-up. Follows instructions, responds to management direction and solicits feedback to improve performance.

• Initiative: Seeks out new assignments and is willing to be flexible with additional duties.

• Adherence to Policy: Follows safety and workplace expectations, regulations and processes as defined in the Employee Handbook.

• Work Ethic: Demonstrates a commitment to the Mission and adheres to the Operating Principles of Father Bill's & MainSpring and works as part of a team toward a common goal.

• Safety & Security: Actively promotes and personally observes safety and security procedures, and uses equipment and materials properly.

• Travel: Local travel may be required. Valid driver's license and good driving record required.

• Physical Demands: The demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations under the Americans with Disabilities Act (ADA) may be made to enable individuals with disabilities to perform the essential functions.

1. Must be able to verbally convey detailed information or important instructions or ideas accurately or quickly. Must be able to hear average or normal conversations and receive ordinary information. Average visual acuity is necessary.