Triage Case Manager

Syracuse University is committed to delivering an exceptional student experience through vibrant, engaged campus communities. This position is based at the above campus location and requires regular in-person presence to support our students, collaborate with colleagues, and contribute to our thriving academic environment. Syracuse University values the collaboration, mentorship, and spontaneous connections that happen when our community works together on campus.

Remote work arrangements are limited in accordance with University policy.

Pay Range $62,400 - $63,800

Pay rates at Syracuse University are based on a combination of factors including, but not limited to, the job responsibilities; the candidate's education, training, work experience and key competencies; the university's strategic priorities; internal peer equity; applicable federal, state, local laws, grant funding and contractual requisites; and external market analyses.

S4

Exempt

Standard University business hours

8:30am - 5:00pm (academic year)

8:00am - 4:30pm (summer)

Hours may vary based on operational needs.

Full-time

Unionized Position Code Not Applicable

The Triage Case Manager serves as the primary intake and triage specialist for the Office of Student Outreach and Support ( SOS ), managing all incoming referrals and concerns related to student health, safety, and well-being. This role ensures that all cases are received, assessed, prioritized, and assigned in a timely and appropriate manner. The Triage Case Manager carries their own caseload of moderate-complexity cases while maintaining the operational integrity of SOS triage functions.

Reports to the Lead Case Manager. Collaborate regularly with SOS office coordinator, Academic Deans and Advisors, Faculty and Staff, Residential Living, Center for Student Success, Center for Disability Resources, Barnes Center at the Arch Health and Wellness, and off-campus partners as needed.

• Master's Degree required in Counseling, Social Work, Higher Education Administration, or a closely related field.
• Minimum of 2-4 years of non-clinical case management experience in higher education.
• Demonstrated experience in crisis response, student affairs administration, and case management support teams, with a specific focus on triage or intake functions.
• Thorough working knowledge of relevant state and federal laws including FERPA , HIPAA , ADA , and Title IX.
• Ability to work within and assist students in navigating complex systems.
• Demonstrated capacity to make rapid, sound triage decisions under pressure while managing a high volume of referrals and competing priorities.
• Excellent organizational, oral, and written communication skills with meticulous attention to detail in documentation and data management.

• Proficiency with Maxient, Peoplesoft, and Microsoft Office.
• Demonstrated experience in triage operations or intake coordination in a higher education, non-clinical setting.
• Experience with data collection, management, and reporting to support program assessment.
• Familiarity with Behavioral Intervention Team ( BIT ) frameworks and best practices.
• Experience working with multi-disciplinary teams in a fast-paced student support environment.
• Bilingual or multilingual candidates are strongly encouraged to apply.

• Serves as the primary point of contact for all incoming referrals and concerns reported to SOS by campus partners.
• Performs initial triage assessments to evaluate urgency, risk level, and appropriate care pathway for each referral.
• Assigns cases to case managers in coordination with the Lead Case Manager, Associate Director, and Director.
• Maintains all triage documentation, case notes, and data records with accuracy and timeliness in Maxient (or equivalent platform).

• Carries an active caseload of moderate-complexity students of concern, providing direct nonclinical case management services. This includes students experiencing significant disruptions to academic progress due to interpersonal difficulties, financial concerns, healthcare navigation challenges, adjustment difficulties, and related personal issues.
• Coordinates follow-up support with campus partners including Academic Deans, Residential Living, and Barnes Center at the Arch Health and Wellness.

• Manages the creation, tracking, updating, and closure of all cases within the SOS case management…