Triage Specialist

Triage Specialist Eviction Defense Collaborative (EDC) works to prevent homelessness before it starts by providing compassionate, high-quality legal assistance, rental assistance, and supportive services to San Francisco tenants facing eviction or housing instability. We believe that housing is a human right, and we strive to ensure that every San Franciscan has meaningful access to justice and the resources needed to remain safely housed. Gratitude Valuing one another's contributions and recognizing the impact of our collective work Responsibility Acting with accountability, integrity, and sound stewardship of public resources Excellence Delivering high-quality, accurate, and mission-driven work Adaptability Responding effectively to evolving systems, policies, and community needs Trust Building confidence through transparency, reliability, and respect The EDC Triage Specialist is the first point of contact for clients coming to EDC for legal, rental assistance, or shelter client advocacy services. The Triage Specialist manages clients who arrive at EDC with appointments or for walk-ins (without appointments). The Triage Specialist interfaces with in-person clients, directing them to the right EDC department, assisting them in connecting with EDC services, and/or redirecting them to outside resources. They monitor, record, accurately prioritize, and distribute calls and emails that are received by the Legal Clinic remote intake line, ensuring that clients seeking remote assistance receive accurate and timely services. Because we strive to be barrier-free and client-centered, the position requires individuals who truly enjoy working with people, possess skills in de-escalation and managing multiple urgent priorities, and can work effectively in a collegial and fast-paced environment. Triage all clients who arrive at EDC for services. Accurately identify the services clients need, prioritize clients in need of most urgent assistance, and assign clients to the appropriate staff member or department. Manage calls and emails from the Legal Clinic remote intake line. Reach out to clients to determine the assistance they need and identify what stage of the eviction process they are in. Accurately document interactions with clients in Salesforce and distribute calls and/or emails to a Right to Counsel (RTC) Coordinator if applicable. Determine if a client has an appointment with an EDC department and contact the appropriate staff. Demonstrate knowledge of EDC's Rental Assistance Disbursement Component (RADCo), RTC, Shelter Client Advocates (SCA), and Legal Services. Accurately interpret documents and information such as eviction notices, leases, landlord letters, income documents, and San Francisco Superior Court Register of Actions. Determine if the prospective client requires an online intake form. Provide contact information, follow-up outreach, and/or online intake links for clients who can access programs remotely. Provide appropriate referrals and resources if a client is not eligible for EDC services. Attend weekly program meetings, monthly agency staff meetings, and relevant supervision/check-in meetings. Accurately document relevant notes regarding client cases and interactions. Work collaboratively with colleagues across the organization and with respective departments. Provide a variety of clerical and administrative support to the administrative team as further described: Office signage Communication about office closures to the public Support with facility needs, such as opening and closing EDC's entrance gate, when necessary Other duties as assigned. At EDC, we work to protect housing stability and provide meaningful access to legal support for San Francisco tenants facing eviction. Candidates must share our commitment to high-quality, client-centered services and bring strong professional skills, sound judgment, and the ability to thrive in a fast-paced, collaborative environment. Our work often involves supporting individuals and families through difficult and stressful moments. Success in this role requires empathy, professionalism, and a calm, solutions-focused approach to problem-solving. Share EDC's mission and vision of social justice, stopping homelessness before it starts, and keeping San Franciscans housed. Strong attention to detail. Ability to work independently and in a team-oriented environment. Ability to handle a high volume of clients seeking services in-person and remotely. Comfortability explaining services and directions to clients needing help. Ability to turn clients away when necessary and redirect them to other agencies. Strong communication skills and de-escalation skills. Ability to manage stressful situations with empathy and calm. Ability to read and understand legal documents and court processes pertaining to eviction such as Unlawful Detainers, Sheriff's notices, 3 Day Notices, etc. Ability to read and understand rental assistance related documents such as leases, ledgers, income verification documents, etc. Skills in crisis intervention, behavioral management, and trauma-informed care principles. One (1) year of experience in client-facing work in public interest case management or in housing justice, rental assistance, legal aid, or social services organizations. Knowledge or demonstrated experience with San Francisco housing initiatives and/or tenants' rights is preferred. Proficiency with Microsoft Office Suite, online calendars, and scheduling appointments. Proficiency with Salesforce or other legal/case management database experience. Experience working with a diverse population including those with mental health or physical disabilities. Fluency in Spanish. Excellent customer service skills and the ability to deescalate clients who may be experiencing stress or crises. Comfortability with asking personal questions in a way that sets clients at ease. Ability to use standard office equipment such as telephones, computers, copiers, fax machines and others. Ability to follow instructions and communicate clearly and effectively. Manage online calendars and set appointments. Exercise sound judgment when managing multiple urgent priorities. EDC staff are represented by the National Organization of Legal Services Workers (NOLSW, UAW Local 2320, AFL?CIO). This position is a union position and is subject to the terms of the collective bargaining agreement. EDC uses a step system for all union employees. New employees are placed on the salary scale based on relevant work experience from the past nine years. Please include all relevant experience in your application and resume so EDC can determine your appropriate salary step. This role involves handling sensitive and confidential information and requires professionalism, empathy, and the ability to navigate complex interpersonal dynamics. Some evening or weekend work may be required. This is a hybrid role. Employees may be able to work from home two (2) regularly scheduled days a week after thirty (30) days of employment. Staff must remain responsive during standard business hours while working remotely. Work from home schedules shall be established in consultation with the Employee's supervisor and approved by Program Directors and/or Human Resources. Prolonged sitting/standing. Extensive typing and data entry. Close visual acuity for reviewing documents and data. Prolonged computer use. Ability to lift 20 pounds. EDC is an equal opportunity employer committed to building an inclusive and respectful workplace. Employment decisions are based on organizational needs, job requirements, and individual qualifications without regard to protected characteristics. Discrimination or harassment of any kind is not tolerated.