Triage Specialist (Student Outreach and Support)

The Office of Student Outreach and Support (SOS) at Johns Hopkins University seeks a dedicated, highly organized and detail-oriented Triage Specialist. Student Outreach and Support is a staff of Case Managers providing one-on-one support, coordination, advocacy, referral and follow-up services for undergraduate students who are experiencing significant difficulties related to mental health, physical health, family emergencies and/or other areas of concern.

The Triage Specialist for Student Outreach and Support, reporting to the Director, provides non-clinical case management and triage services to ensure undergraduate students who are experiencing a wide range of challenges are connected to appropriate levels of care and supports the effort of the SOS team in the University's management of high-impact, complex students of concern. The Triage Specialist works with all staff in the SOS Office to meet student needs, ensuring that incoming concerns receive timely responses. This position is responsible for working with leadership to continuously evaluate staff caseloads, acuity of student needs, referral trends and communication with campus partners. In the case of student mental health hospitalizations, the Triage Specialist works with colleagues across campus and hospital affiliates to support a smooth transition back to the living and learning environment.

The Triage Specialist manages the concerns that are reported to SOS by campus partners and all other sources, which are related to the health, safety, and well-being of undergraduate students. The Triage Specialist meets directly with students during Drop-In hours and should be skilled in assessing the immediacy of needs and working with and responding to students experiencing high levels of stress. The Triage Specialist manages sensitive and private data for the office including tasks associated with creating and tracking cases, updating case notes, closing cases, and overall data/record keeping management for all cases managed by SOS staff. This may also mean managing office email and phone calls and supporting/supervising the office Administrative Coordinator.

While this role does not serve in the University wide On-call rotation, the Triage Specialist works closely with other divisional case management offices and may help triage cases and assign cases through Maxient.

Specific Duties & Responsibilities

• Triage the concerns that are reported to SOS which are related to the health, safety, and well-being of undergraduate students (Care Reports, On Call Reports, alerts raised in Starfish, phone calls and emails). Includes coordinating closely with Residential Staff in On Campus Living to respond to needs of residential students.
• Host regularly scheduled Dop-In hours available to the undergraduate student community.
• Research individual student history, current concerns, various demographic information and affiliations (Eg, international, First Generation/Limited Income, Scholar-Athlete, etc), touchpoints with campus partners, and acuity of concern(s) to determine initial response.
• Monitor follow-up support to high-risk students by coordinating closely within SOS and with various offices outside of SOS, including Academic Deans and Advisors, On Campus Living and Residential Experience, Mental Health Services, Student Health and Wellbeing – Primary Care, Student Disability Services, and others.
• When necessary, coordinates with off-campus treatment providers, hospitals, and/or emergency contacts. Serves as the office’s connection to Clinical Case Management for students experiencing hospitalizations related to mental health concerns.
• Responsible for the management and update of all Maxient forms SOS uses.
• Working with SOS Leadership, creates reports that encompass data providing insight into caseloads, student needs, and overall referral trends.
• Compiles information for the office’s Annual Reports.
• Organizes information sent by other campus offices related to particular student needs, including academic status, voluntary leaves, financial concerns, study abroad, etc with a focus on coordinating with Case Managers and across offices to support student needs.
• Supervises work of the Administrative Coordinator related to student needs/concerns and helps with office operations.
• Face to face interactions with campus partners, students, SOS staff
• Appropriate referral to crisis services on campus.
  
  

Knowledge, Skills, And Abilities

• Must be able to work independently, make decisions and problem solve.
• Excellent organizational and communication skills, both oral and written.
• Must be committed to working effectively as a part of a team.
• Demonstrated commitment and success working in a multicultural environment with a critical understanding of social justice.
• Ability to manage multiple tasks and identify priorities.
• Ability to calmly and effectively respond to situations involving high stress.
  
  

Minimum Qualifications

• Bachelor's Degree.
• Three years related experience.
• Additional education may substitute for required experience, and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula.
  
  

Preferred Qualifications

• Master's Degree in Counseling, Social Work, Higher Education Administration, or similar fields.
• Working knowledge of relevant state and federal laws, including FERPA, HIPAA, ADA, and Title IX.
• Ability to work with and assist others in navigating complex systems. Experience supporting individuals experiencing a range of stressors.
• Experience triaging cases in a clinical or nonclinical setting.
• An understanding of clinical treatment programs, mental health terminology, and ability to assess need for clinical referral.
• Experience working in non-clinical case management or similar student support services within a higher education setting.
• Ability to respond/assist students who present in distress and connect them with appropriate resources.
• Knowledge of privacy guidelines related to educational and medical records and the ability to appropriately communicate difficult/sensitive information with relevant parties.
• Working knowledge of Maxient software or similar case management software.
• Experience with data collection and analysis and the ability to utilize data to support and inform the work of an office.
  
  

Classified Title: Student Life Administrator

Job Posting Title (Working Title): Triage Specialist (Student Outreach and Support)

Role/Level/Range: ACRP/04/MC

Starting Salary Range: $48,000 - $84,100 Annually (Commensurate w/exp.)

Employee group: Full Time

Schedule: 8:30-5 Monday through Friday

FLSA Status: Exempt

Location: Hybrid/Homewood Campus

Department name: Student Outreach and Support

Personnel area: University Student Services