Community Triage Manager

SummaryAt Goodwill Mission Services of Silicon Valley, our purpose is simple and powerful: to help people build skills, find meaningful work, and thrive in our community. For nearly 100 years, we have been a trusted partner in connecting opportunity with people’s potential. By working hand in hand with local experts, employers, and community members, we create pathways to education, employment, and lasting economic mobility.As a team, we are committed to:Empowering one another to do our best work and grow together.Building strong partnerships and serving as a driving force for economic opportunity in Silicon Valley.Modeling teamwork, integrity, and cultural intelligence in everything we do.Acting with mutual respect for each other, our community, and the environment we share.The Community Triage Manager (CTM) leads universal intake for Mission Services. The CTM provides one front door for people seeking help, screening and prioritizing each person by need, then routing them to the right program with a clean handoff. The role sets and holds the intake standard across programs, supervises the intake team, and owns front-door data quality in CaseWorthy.This is an intake and routing role. It is not a clinical role and not a long-term case management role. When a person needs clinical care or ongoing case management, the CTM routes them to it.Mission Services enrolls about 1,500 people a year and is building toward four times that volume. The intake function has to hold at that scale.The CTM works across:Stabilization programs, including Veterans ServicesEconomic Mobility programs, including Career Technical Education and Employer EngagementExternal referral partners, including county, VA, shelter, and reentry sourcesJob ResponsibilitiesScreening and Prioritization (30%)Run one standard assessment at every access point.Prioritize people by need and urgency.Triage walk-ins, calls, and referrals, separating immediate crisis needs from longer-term ones.Routing and Handoffs (15%)Route each person to the right program with a warm handoff across Stabilization and Economic Mobility.Hand off to Economic Mobility when a person’s primary need is employment, so they do not restart intake.Refer to outside agencies when Mission Services is not the right fit, with a clear reason and a real connection.Data and Front-Door Quality (15%)Enter every contact in CaseWorthy accurately and on time.Maintain a working view of who is in the intake pipeline and where they are stuck.Hold data standards at the point of entry that scale with enrollment.Referral Partnerships (15%)Build and maintain relationships with county, hospital, shelter, reentry, and VA referral sources.Set clear expectations with partners on who they refer and what happens after the handoff.Represent Mission Services professionally at partner and community meetings.Team Supervision (25%)Supervise intake staff, coverage, and workload so referrals are answered on time.Maintain standard work, training, and job aids for the intake team.Support the growth and development of direct reports.Responsibilities may be added, deleted or changed at any time at the discretion of management, formally or informally either orally or in writing.Required Qualifications/ExperienceBachelor’s degree in human services, social work, public administration, or a related field, or an equivalent combination of education and experience.3 to 5 years conducting intake, screening, and needs-based prioritization in a human services or nonprofit setting, including recognizing urgent or crisis situations.Experience with coordinated entry, no wrong door, or universal intake models, including standardized assessment tools.Knowledge of and practice in trauma-informed care.2 or more years supervising a front-line or intake team, including coverage, workload, standard work, and training.Experience keeping accurate, timely client records in a case management or data system such as CaseWorthy or HMIS.Strong data and spreadsheet skills, including reporting, using advanced Excel or Google Sheets.Experience coordinating referrals and warm handoffs across internal programs and outside agencies.Preferred Qualifications/ExperienceFamiliarity with the county coordinated entry assessment and HMIS. Santa Clara County uses the VI-SPDAT within its Clarity HMIS.Direct experience administering or working in CaseWorthy.Experience serving veterans, reentry (AB109 and CFET), or workforce populations.Bilingual in English and Spanish, with Vietnamese a plus.Working knowledge of grant eligibility rules and documentation standards (CARF, VA, DOL, city and county).Established referral relationships with county, VA, shelter, or reentry systems in the region.Aptitudes/skills/temperamentAble to build a function, not just staff a desk.Treats people in crisis with respect and still moves fast, regardless of who walks in.Notices when the front door is serving one group and not others, and corrects it.Holds a standard across programs without losing their cooperation.Comfortable with ambiguity and competing priorities in a fast-paced environment.Strong attention to detail and organization.Strong interpersonal skills, cultural awareness, and clear written and oral communication.Key Performance IndicatorsSuccess in this role will be measured by the ability to:Run one front door that screens and routes every person who comes to Mission Services.Move people from first contact to the right program quickly, with clean handoffs.Keep front-door data accurate and audit-ready as enrollment scales.Serve all populations fairly across the region.Starting targets, sized to about 1,200 enrollments a year. Baseline these in the first 90 days, then confirm with the Director:About 155 completed screenings a month.90 percent of contacts screened within 3 business days.95 percent of screenings routed within 1 business day.80 percent or higher warm handoff completion.8 percent or lower mis-route rate.95 percent or higher CaseWorthy data complete and on time.95 percent or higher eligibility documents captured at intake.Front-door coverage during all posted hours.90 percent or higher pass on the monthly screening quality review.Job RequirementsOnsite at Goodwill of Silicon Valley headquarters in San Jose. The front door is staffed in person.Valid driver’s license and reliable transportation.Computer literate. Knowledge of MS Office required.Must pass a criminal background check.Working and Physical ConditionsLocation: Goodwill of Silicon Valley headquarters in San Jose. Regular in-person contact with the public, participants, partners, and community agencies.Onsite role with daily front-door coverage.Sedentary work, frequently sitting for extended periods in front of a computer monitor.May occasionally require lifting objects up to 20 lbs. #J-18808-Ljbffr MISSION SERVICES OF SILICON VALLEY LLC