Triage And Assessment Manager

Job Title: Triage and Assessment Manager

Reporting to: Director of Program Operations

Status: Full‑time;
Exempt

The Partnership To End Homelessness is a homelessness prevention organization.

Our values – compassion, inclusion, integrity, professionalism and social justice – steer our strategy and operations to achieve our mission of ending homelessness by preventing it.

The Partnership’s upstream intervention model combines housing, rental assistance and crisis services with mental health, support and education programming to prevent people from losing their homes. Our services are available to New Yorkers of any ability, age, family type, gender, national origin, race and sexual orientation who are at risk of, experiencing or recovering from homelessness.

At The Partnership, difference is us. We are an equal opportunities employer and prohibit discrimination against any individual based on ability, age, color, creed, culture, gender, gender identity, gender expression, marital status, national origin, pregnancy or related condition (including breastfeeding), race, religion, sex, sexual orientation, veteran status or any other basis protected by law.

The Triage and Assessment Manager serves as the front door to the organization’s housing stability services, conducting triage assessments, determining the appropriate level of intervention and designing effective client centered housing crisis intervention plans. Reporting to the Director of Program Operations, this role leads the implementation of the organization’s client‑centered housing stability model, ensuring timely triage, coordinated service delivery, and effective interventions that prevent evictions and promote long‑term housing stability.

The ideal candidate is a strong problem solver who is client‑centered, highly organized, and skilled at benefit navigation. This role plays a critical part in strengthening triage and service delivery systems to ensure individuals and families receive timely, coordinated, and effective support throughout their housing crisis.

• Conduct triage assessments, determine levels of urgency, facilitate case conferences, assign cases, and develop housing stabilization strategies based on household composition, housing history, and other circumstances.
• Ensure excellence in service delivery with a focus on timely crisis resolution, including monitoring wait times for triage appointments, quality of referrals, processing of financial assistance for rental arrears, and responsiveness to property owners and other parties involved in case resolution.
• Stay informed on housing policies, resources, and eviction prevention interventions available to New Yorkers, including HRA policies and procedures, Homebase services, housing vouchers, legal service providers, Housing Court, charitable assistance programs, and The Partnership’s financial assistance protocols.
• Support program staff in identifying and determining eligibility for referrals and resources that promote both short‑ and long‑term housing stability, including rental assistance and subsidy programs.
• Provide reassurance to clients and serve as a knowledgeable resource throughout the course of a case, explaining processes compassionately and using a trauma‑informed approach.
• Utilize warm handoff practices to support continuity of care and remain available to support staff troubleshoot complex or sensitive situations.
• Intervene in challenging situations when mediation with property owners, advocacy with HRA or external providers, or internal coordination is needed to advance timely case resolution.
• Analyze internal data to identify trends in service delivery and recommend updates and operational improvements to the Director of Client Operations.
• Work with the Director of Client Operations to strengthen operational approaches that support organizational goals.
• Facilitate meetings and trainings to promote best practices, consistency, and operational effectiveness across the program.
• Participate in the ongoing development of The Partnership’s programs and service models.
• Maintain accurate and timely documentation…