Triage Specialist
$67,434–$77,938 year
HybridSan Francisco, California, United States
Job Summary
Triage all clients arriving in-person or remotely for legal, rental assistance, or shelter advocacy services. Accurately identify client needs, prioritize urgent cases, and assign them to appropriate staff or departments. Manage calls and emails from the Legal Clinic intake line, determine appointment status, and document interactions in Salesforce. Interpret eviction notices, leases, and court documents to provide accurate referrals or direct clients to online intake forms. This role requires fluency in Spanish and strong de-escalation skills to handle high-volume, sensitive situations. The position supports EDC's mission of preventing homelessness by ensuring San Francisco tenants have meaningful access to justice.
Required Qualifications
- 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.
- 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.
- Some evening or weekend work may be required.
- Ability to lift 20 pounds.
Desired Qualifications
- 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.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.