HART Triage Coordinator

About the Role

The HART Triage Coordinator works closely with 911 communication officers to identify eligible 911 calls for HART field response and case management services. This position provides short-term, solution-focused referrals and is cross-trained to serve as a Crisis Intervention Specialist in the field when needed.

Responsibilities

• Assist 911 Communications Officers in screening and triaging incoming emergency and non-emergency calls and texts for HART eligibility, diverting eligible calls to HART field teams.
• Communicate with 911 callers in a courteous, professional, culturally competent, and trauma-informed manner.
• Provide brief crisis stabilization, emotional support, safety planning, and referrals to community-based services, using warm hand-offs when possible.
• Coordinate with HART staff, 911 EDC personnel, field operations, first responder agencies, and stakeholders regarding HART availability, schedules, response protocols, service eligibility, and program updates.
• Accurately document calls, service needs, referrals, and other required information.
• Maintain and track data, contributing to reports and qualitative/quantitative measures demonstrating HART’s activities and impact.
• Provide on-scene response as a Crisis Intervention Specialist when needed and participate in on-call coverage.
• Conduct follow-up contacts with residents, assess service needs, provide referrals, and deliver short-term, solution-focused interventions.
• Represent HART at community meetings, events, and engagement activities.
• Engage community partners and stakeholders to request HART for on-scene response or case management services.
• Collaborate with HCSO HART Program Coordinator, leadership, and administrative staff for quality assurance, identifying operational gaps, and providing guidance on HART protocols.
• Serve as the central communication link between HART field teams and the 911 EDC, monitoring responder status, location, and welfare.
• Perform other assignments and duties as required, including responding to emergency events.

Requirements

• Education/Experience:
  • High School Diploma or equivalent with 5 years of professional experience in emergency communications, crisis response, social services, behavioral health, public health, or related fields.
  • OR Bachelor’s degree in social services, behavioral health, public health, or related field with 1 year of professional experience in these disciplines.
• Licenses: Valid Texas Driver’s License or ability to obtain by hire date.
• Additional Requirements:
  • Obtain TCOLE Telecommunicator License within 12 months of hire.
  • Complete HART Field Responder training and HCSO EDC required training.
  • Pass a criminal history background check in accordance with FBI CJIS security requirements.

Qualifications

• Ability to prioritize tasks and manage multiple projects simultaneously.
• Maintain confidentiality for caller and staff safety.
• Learn and implement new technology systems.
• Develop collaborative relationships with community stakeholders.
• Proficiency in correspondence, reports, and document processing.
• Demonstrated proficiency with Microsoft Office 365.
• Excellent oral and written communication skills.
• Handle confidential and sensitive information discreetly.
• Independently initiate action based on observed situations and sound judgment.

Skills

• Data Analytics and Assessment Skills: Use data to analyze community health needs and support decisions.
• Communication Skills: Engage audiences, address misinformation, and build trust for stronger public health outcomes.
• Health Advancement Skills: Apply equity, diversity, and inclusion principles to address systemic barriers.
• Community Partnership Skills: Collaborate with communities to address health-affecting systems and policies.
• Public Health Science Skills: Use evidence-based approaches to develop and improve policies and programs.

Preferences

• Bilingual in Spanish.

General Information
Position Type: Full-time, 10-hour shift, 4 days/week; evenings, overnight, and weekends as necessary.
Work Environment: Professional office and field environments, including travel to external locations.
Physical Demands: Frequent lifting up to 10 lbs, occasional lifting up to 20 lbs, and rare lifting up to 50 lbs.
Work Location: 1111 Fannin St., Houston, TX 77002.