Community Triage Manager

Summary

At Goodwill Mission Services of Silicon Valley, our purpose is simple and powerful: to help people build skills, find meaningful work, and thrive in our community. For nearly 100 years, we have been a trusted partner in connecting opportunity with people’s potential. By working hand in hand with local experts, employers, and community members, we create pathways to education, employment, and lasting economic mobility.

As a team, we are committed to:

• Empowering one another to do our best work and grow together.

• Building strong partnerships and serving as a driving force for economic opportunity in Silicon Valley.

• Modeling teamwork, integrity, and cultural intelligence in everything we do.

• Acting with mutual respect for each other, our community, and the environment we share.

The Community Triage Manager (CTM) leads universal intake for Mission Services. The CTM provides one front door for people seeking help, screening and prioritizing each person by need, then routing them to the right program with a clean handoff. The role sets and holds the intake standard across programs, supervises the intake team, and owns front-door data quality in CaseWorthy.

This is an intake and routing role. It is not a clinical role and not a long-term case management role. When a person needs clinical care or ongoing case management, the CTM routes them to it.

Mission Services enrolls about 1,500 people a year and is building toward four times that volume. The intake function has to hold at that scale.

The CTM works across:

• Stabilization programs, including Veterans Services

• Economic Mobility programs, including Career Technical Education and Employer Engagement

• External referral partners, including county, VA, shelter, and reentry sources

Job Responsibilities

Screening and Prioritization (30%)

• Run one standard assessment at every access point.

• Prioritize people by need and urgency.

• Triage walk-ins, calls, and referrals, separating immediate crisis needs from longer-term ones.

Routing and Handoffs (15%)

• Route each person to the right program with a warm handoff across Stabilization and Economic Mobility.

• Hand off to Economic Mobility when a person’s primary need is employment, so they do not restart intake.

• Refer to outside agencies when Mission Services is not the right fit, with a clear reason and a real connection.

Data and Front-Door Quality (15%)

• Enter every contact in CaseWorthy accurately and on time.

• Maintain a working view of who is in the intake pipeline and where they are stuck.

• Hold data standards at the point of entry that scale with enrollment.

Referral Partnerships (15%)

• Build and maintain relationships with county, hospital, shelter, reentry, and VA referral sources.

• Set clear expectations with partners on who they refer and what happens after the handoff.

• Represent Mission Services professionally at partner and community meetings.

Team Supervision (25%)

• Supervise intake staff, coverage, and workload so referrals are answered on time.

• Maintain standard work, training, and job aids for the intake team.

• Support the growth and development of direct reports.

Responsibilities may be added, deleted or changed at any time at the discretion of management, formally or informally either orally or in writing.