[C14] Triaging Intern (Unlocking ADHD Ltd)

Organisation Overview: Unlocking ADHD’s mission is to empower ADHDers and their families to live life to the fullest.

Launched in late 2021, Unlocking ADHD (UA) aims to give hope to the ADHD community and bridge the information gap about ADHD in Singapore. Through our outreach events and community resources in collaboration with mental health professionals, UA equips the ADHD community with the necessary knowledge to fulfill their potential despite the challenges that ADHD may bring.

Brief Description: Provide first-level support by reviewing, assessing, and prioritizing incoming cases or requests, ensuring they are accurately categorized and routed to the appropriate teams. Assist in basic issue resolution, maintain proper documentation, and support efficient workflow management to ensure timely handling of all cases.

Roles and Responsibilities:

1. Case Intake & Review

Receive and review incoming cases, tickets, or requests

Gather and verify relevant information for completeness

2. Issue Assessment & Prioritization

Evaluate the urgency and severity of each case

Assign priority levels based on defined guidelines or SOPs

3. Categorization & Tagging

Classify cases accurately according to issue type

Apply appropriate tags or labels for tracking and reporting

4. Routing & Escalation

Assign cases to the appropriate team or personnel

Escalate critical or high-risk issues promptly

5. Basic Troubleshooting

Resolve simple or repetitive issues using standard procedures

Provide initial responses or guidance where applicable

6. Documentation & Record Keeping

Maintain clear and accurate case notes

Update systems with relevant actions and outcomes

7. Coordination & Communication

Liaise with internal teams for case follow-ups

Ensure smooth handover of cases to relevant stakeholders

8. Process Improvement Support

Identify recurring issues or inefficiencies

Suggest improvements to triaging workflows or guidelines

Learning Objectives and Outcomes:

1. To be exposed to real-time case triaging processes and workflow management systems

2. To be able to assess, prioritize, and categorize incoming issues based on urgency and impact

3. To apply standard operating procedures (SOPs) in routing and escalating cases appropriately

4. To participate in cross-functional coordination with teams to ensure timely resolution of cases

5. To learn how to perform basic troubleshooting and provide initial responses to common issues

6. To gain knowledge in effective documentation, case management, and operational efficiency

Duration of Internship: 6 months

Daily Working Hours: Mon-Fri, 9.00am - 6.00pm

Will this internship require weekend work?:

Flexible - weekend work may be required depending on operational needs

Requirements (if any):

No of Vacancies: 2

Please read the following to apply for the internship:

1. Click here for the application form.

2. Select the number of internship roles you wish to apply for at "Number of Internship Role(s) to Apply For".

3. Copy and paste [C14] Triaging Intern (Unlocking ADHD Ltd) into the "Internship Role" field.

For further enquiries on the internship role, please email youthcorps_communityinternship@nyc.gov.sg