Position Title: Outreach and Triage Specialist

Department: Human Services Department

Exemption: Non Exempt    

Supervisor: Director, Outreach

Job Summary:

As part of the SSVF (Supportive Services for Veteran Families) Team, the Outreach and Triage Specialist (OTS) screens Veteran families experiencing or at risk of homelessness across Eastern Massachusetts for SSVF services. This includes conducting intakes for Veterans entering transitional living at the New England Center and Home for Veterans (NECHV), along with completing program enrollments for Veterans residing in the community. This role also conducts outreach in Eastern Massachusetts communities to locate Veterans identified as homeless or facing housing crises. Community outreach consists of street outreach, as well as collaboration with service providers to inform them 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.

Job Responsibilities:

• Develop program outreach plan in conjunction with the Director, Outreach, and Director, Housing and Stabilization Services. Identify potential program participants through street, community-based and shelter outreach.
• Complete intakes for Veterans entering NECHV transitional living and  screen for SSVF services.
• Order DD214s  and other critical documentation as needed for Veterans entering NECHV as well as those enrolling in SSVF services in the community.
• Complete City of Boston Pathways Assessments and follow up with Veterans who were matched with housing opportunities through the Coordinated Access System.
• Follow up with referrals from surrounding shelters and agencies to assess for eligibility and enroll in the appropriate NECHV program.
• Stay up-to-date with community resources in order to best refer non-eligible Veterans to alternative resources or placements.
• Use Motivational Interviewing, Harm Reduction, Trauma Informed Care and Progressive Engagement strategies to develop appropriate therapeutic rapport.
• Ensure Veterans are quickly linked to the services and housing path that will resolve their housing crisis. 
• Educate 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.
• 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 and 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, and throughout Eastern Massachusetts as appropriate, 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.