Triage & Solutions; THS Worker

Position Overview

The Triage and Housing Solutions (THS) Worker is the first point of contact at Inn from the Cold for families experiencing housing instability or homelessness. Families may reach out by phone (24/7 Helpline), email, or through referrals from community partners, and it is the THS worker's role to respond promptly, assess their situation, and identify the most appropriate and optimal housing solution for the family.

The THS worker ensures families receive the right support at the right time by focusing on strategies to maintain or obtain housing, leveraging support at Inn from the Cold and in the community, connecting them with financial assistance, mediation services, housing programs, and other relevant resources.

Families are engaged in problem‑solving conversations to understand factors contributing to their housing crisis and explore safe and immediate alternatives within the family’s support network and natural supports. When no other safe options exist, shelter may be provided as a temporary solution pending transition into stable housing, with on‑site housing‑focused case management and wraparound support.

• Respond promptly to families seeking assistance via phone, email, or referral, approaching every family with the belief that they can secure and sustain housing with the right support.
• Build trust and rapport with families in crisis, using a strengths‑based, client‑centered and trauma‑informed approach to conduct an initial triage assessment to understand the urgency and specifics of the family’s housing crisis.
• Conduct a needs/housing assessment that centers on resilience, to compassionately understand the family situation, the factors that led to their housing crisis, and the full range of available options to guide them toward receiving the right service at the right time, rather than simply determining shelter eligibility.
• Ensure a complete understanding of imminent risk so that safety is prioritized in all decisions.

• Support families in reducing stress and uncertainty by helping them navigate available options and make informed decisions about their next steps.
• Work with families to identify and collaboratively support their capacity to leverage their strengths, social networks, community supports and other Inn from the Cold programming.
• Encourage families to consider temporary housing options with family, friends, or other natural supports when safe and appropriate.
• Identify and connect families to financial assistance, housing retention programs (e.g. the INN’s Prevention & Diversion program), or other organizational and community‑based supports that could improve housing stability or help prevent homelessness, ensuring they are aware of and can access available resources.
• Provide warm referrals to external agencies for housing, financial assistance, employment support, mental health services, and other needs when possible.
• Refer families to partner agencies when specialized services (mental health, domestic violence, legal aid) are needed.
• Collaborate with Inn from the Cold’s family shelter team to ensure seamless transitions if shelter entry is necessary.

• Facilitate admission into programs and provide clear and compassionate information about what to expect, what supports are available and concrete next steps.
• Ensure families understand the focus of program supports, including connections to housing‑focused case management and other resources to help them regain stability.
• Encourage families to engage in planning for stable housing from the outset, reinforcing that Inn from the Cold programming is a step within a broader housing solution and that families thrive best in their own home and community.

• Maintain accurate records of family service requests and interactions, assessments, and referrals to track service effectiveness and identify trends.
• Contribute to ongoing improvements by identifying barriers, recommending solutions, and participating in team discussions to refine triage…