Serves as the primary access point for 974-HELP and operations coordinator for the Center for Care & Resilience. This position performs independent triage, risk screening, and referral coordination for students of concern and those experiencing active distress or crisis. Evaluates acuity and urgency of concerns and determines appropriate response pathway and care coordination with campus partners. Supports program operations through data analysis, assessment, training and onboarding, and task instruction for student interns.

Required Qualifications

• Education: Bachelor’s degree
• Experience: Experience in a related field. Experience in a high-paced related environment, maintaining multiple tasks.
• Knowledge, Skills, Abilities: Strong customer service skills; Knowledge of crisis response protocols and risk assessment practices; Ability to assess urgency and determine appropriate pathway; Skill in de-escalation and crisis communication; Ability to exercise independent professional judgment in sensitive situations; Ability to analyze operational data and generate reports; Ability to connect students, faculty, staff, and families to campus partners as appropriate; Ability to maintain confidentiality; Strong Microsoft Office application (e.g., Word, Excel, PowerPoint) skills; Excellent organizational skills; Strong interpersonal skills, including oral, written, listening, and communication skills; Ability to work in a team environment; Ability to train and provide work direction; Skill in managing complex workflows in high-acuity environments.

Preferred Qualifications

• Education: Master’s Degree in psychology, social work, student affairs, higher education, or related field
• Experience: 2 years of relevant experience in a college or university setting, experience in behavioral health response, case management, or crisis response environments
• Knowledge, Skills, Abilities: Skills related to mental health, wellbeing, and compassionate care; Knowledge of Maxient and Banner operational systems.

Work Location

• Location: Knoxville, TN
• Onsite- Potential for one remote workday per week following first 90-120 days.

Compensation and Benefits

• UT market range: Market Range 8
• Anticipated hiring range:
• Find more information on the UT Market Range structure here
• Find more information on UT Benefits here

Application Instructions

To express interest, please submit an application with the noted below attachments. To be assured of full consideration, completed applications with all requested materials should be submitted within 7 days of the position posting.

• Resume
• Cover Letter
• List of 3 Professional References

About The College/Department/Division

The Division of Student Life is comprised of an outstanding group of professionals who create student-centered opportunities that contribute to a transformative Volunteer Experience. These opportunities allow students to grow their skills and knowledge outside of the classroom. From health and wellness to service and engagement, we provide opportunities where students exemplify the Volunteer Spirit, inspiring others to learn, lead, and serve.

Our departments provide essential services that support student success and future growth, fostering engagement, leadership, and wellness while enhancing belonging. Together, they create transformative experiences that help students achieve both academic and personal goals.

The Intake Care Coordinator is responsible for:

Intake/Case Management

• Provide immediate response to 974-HELP referral line and incoming reports
• Conduct initial screening and intake for students of concern using assessment and triage protocols to evaluate level of distress, urgency, and safety risk
• Facilitate suicide risk screening and de-escalation of distressed individuals
• Determine appropriate intervention pathways, coordinating crisis/urgent referrals to partner resources
• Provide consultation to faculty, staff, students, and families regarding student concerns and available resources
• Collaborate in designing individual action plans for distressed students among resource units and agencies
• Coordinate community resources and facilitate access to care including coordination of hospitalizations, discharge planning, and crisis intervention

Departmental Operations

• Create/maintain private student files using Maxient, Banner, WebGold, and VolConnect
• Manage absence notification process
• Manage Center for Care & Resilience email account by responding to questions/concerns and making referrals as appropriate
• Monitor referral trends and operational workflow efficiency
• Prepare/organize meeting files
• Arrange meeting events, including room reservations, ordering food, etc.
• Compose/Edit correspondence and presentations
• Provide backup administrative support for Director and Associate Director of the Center for Care & Resilience

Assessment and Evaluation

• Generate analytic reports on referrals, service utilization, and operational metrics
• Analyze data/generate reports on regional and national trends in higher education/case management landscape to inform departmental initiatives and processes
• Support program assessment initiatives and quality improvement processes
• Support the Center for Care & Resilience survey implementation and assessment tracking
• Assist in chart audits to ensure consistency and compliance with established protocols.

Training and Onboarding

• Support onboarding and training of new staff
• Serve as task instructor for student interns and trainees
• Assist with development of training materials and operational procedures
• Provide guidance on intake procedures, referral protocols, and documentation practices