Triage Specialist - One Door OKC

Who We Are At City Rescue Mission, we believe everyone deserves hope, healing, and a home. As a housing-focused shelter, we provide compassionate care, innovative programs, and practical tools to help individuals and families experiencing homelessness achieve long-term stability and independence.

We’re driven by a deep belief in the value of every person we serve and a commitment to creating brighter futures through community partnerships and life-changing programs.

Position Summary:

The Triage Specialist is an integral part of City Rescue Mission's One Door OKC Project and is responsible for welcoming families at the physical location, managing the front desk, completing initial triage and standardized screenings, identifying urgent needs, and coordinating timely referrals to assessment and diversion staff. This position works with CRM staff and community partners to provide timely, compassionate, housing-focused services, maintain accurate documentation, and help families move toward safe and sustainable housing.

The Triage Specialist follows established CRM procedures, maintains professional boundaries, and coordinates clear handoffs, so families receive consistent services. The assigned schedule is 9:00 a.m.–6:00 p.m., Monday–Friday.

Essential Functions:

Greet all families seeking shelter or related services promptly and respectfully, creating a welcoming, compassionate, and non-judgmental Day One Family Project experience.

Explain the One Door OKC Project process, expected wait times, available services, client rights and responsibilities, and next steps in clear and accessible language.

Assist with managing family flow, appointments, waiting-area needs, and communication between the One Door OKC Project, shelter teams, security, and other CRM departments.

Support daily front-desk operations, family engagement, scheduling, resource coordination, and timely connection with the appropriate assessment or diversion staff.

Conduct assigned triage and standardized screenings using the current Key to Home/Continuum of Care questions, tools, decision rules, and CRM procedures.

Gather accurate information regarding each family’s immediate situation, recent housing history, current risks, natural supports, available resources, barriers, and reason for seeking services.

Identify urgent medical, behavioral health, safety, exploitation, domestic violence, trafficking, suicide or self-harm, intoxication, or other crisis indicators and immediately follow established escalation and emergency-response procedures.

Assist families with housing problem-solving and diversion by helping identify safe alternatives to shelter, natural supports, prior housing possibilities, income and benefits, transportation, identification documents, and other practical resources.

Provide trained backup for routine screening and resource functions within established protocols and delegated authority; refer complex consultations, diversion decisions, and unresolved crises to the appropriate case manager.

Help families' complete calls, applications, releases, verifications, appointments, transportation arrangements, and other action steps needed to access services or stabilize their immediate situation.

Connect families with appropriate community resources, including housing, benefits, employment, identification, transportation, food, health care, behavioral health, substance-use treatment, legal services, veteran services, and other supports.

Use warm handoffs whenever possible by contacting the receiving provider, confirming eligibility or next steps, and reducing barriers to successful connection.

When temporary shelter is identified as the next best intervention, assist with required intake documents and coordinate a warm handoff…