Shelter and Housing Triage Specialist, Springfield

CSO is looking for a Shelter and Housing Triage Specialist to join our team at Friends of the Homeless in Springfield.

The Shelter Triage Specialist is responsible for professionally meeting and greeting visitors and guests of FOH and assisting with shelter directory as needed. This position also includes scheduling case management appointments through an Excel scheduling system, answering questions about services, sending messages to the appropriated shelter staff and forwarding calls as a part of the triaging system. They provide supports for people who are inquiring about or accessing shelter programs by use of administering assessment tools to provide approved access or referrals to appropriate resources and providing support as needed. 


  • Greet public in person and on the telephone, provides general information, answers questions, assist with shelter directory and directs individuals to appropriate party as necessary.
  • Screen and process request for shelter services and other inquiries consistent with program protocols and procedures, including making referrals to other available resources.
  • Register or pre-register shelter guest as appropriate using a shelter assessment pre-screen tool. 
  • Schedule appointments for new and returning shelter guest.
  • Review and manage available case management appointment by date and time.
  • Verify client demographics and dates of attendance as needed in the ETO software for proof of residency or to verify dates of attendance.
  • Verifies document/record discrepancies and makes necessary corrections.
  • Maintains confidentiality of guest and tenant information.


High School diplomas or GED, plus one to three years of Human Service experience or equivalent combination of experience and training that provides required knowledge, skills and abilities. Ability to solve and communicate problems effectively.  Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule format.  Ability to establish and maintain effective working relationships with others; commitment to maintaining confidentiality and appropriate professional boundaries; respect for diversity and the differences between people and groups. Ability to read, write and interpret documents such as safety rules, operating and maintenance instructions and procedures.  Ability to write routine reports and correspondence.  Ability to speak effectively and respond to questions from public, guests, tenants and managers. 

Bilingual candidates are strongly encouraged to apply, (English/Spanish speaking.)


We provide our employees with competitive salaries and a generous benefits package, including full coverage health and dental insurance and ample paid time off (vacation, personal, sick, and holidays). Additionally, we offer a retirement savings plan and an employee referral bonus program. CSO provides their staff with regular in-house training and professional development opportunities with free CEUs. Our voluntary supplemental insurances include short and long-term disability, cancer, accident and life. We also offer a premier employee assistance program (EAP) and personal cell phone plan discounts.

Our Agency

Clinical & Support Options, Inc. is a behavioral health organization serving individuals and families across Western Massachusetts. From its early days as a child guidance clinic, Clinical & Support Options has expanded into a full service behavioral health agency, committed internally to excellence while we collaborate externally with community partners to participate in a comprehensive system of assistance and resources for the residents of our communities. We employ over 650 multi-disciplinary staff, helping thousands of families during the past 50 years. We have community based office locations throughout Western Massachusetts, including Springfield, Northampton, Greenfield, Orange, Athol, Gardner and Pittsfield.

Our core competencies lend themselves to the development of a "one-stop" model of comprehensive, holistic services to individuals and families with multiple and complex issues.

Our expertise, in a nutshell, is to support people in their progress towards self-sufficiency, no matter what challenges they face on that journey.