Director, Access and Referral

Director, Access & Referral

The Director, Access & Referral oversees intake, inquiry, referral, and access functions to support timely, equitable, and culturally grounded connections to Liliʻuokalani Trust (LT) programs, services, and community resources. This role provides leadership in referral coordination, team supervision, community partnership development, and continuous quality improvement to strengthen access pathways, kamalei (youth and young adult) experience, and continuity of care for youth, young adults, and families.

The Director collaborates across programs and partners to support responsive, data-informed, and healing-centered practices aligned with LT values and organizational goals.

Essential Responsibilities

Access & Referral Operations

• Oversee daily intake, inquiry, referral, and access operations across phone, text, online, and community-based referral pathways.
• Ensure equitable, timely, and appropriate access to LT programs, services, and community resources through effective referral coordination, workflow management, and kamalei (youth and young adult) support.
• Monitor referral processes, documentation, tracking, and information management for intake within LT database to support accurate records, service coordination, and continuity of care.
• Support implementation and continuous improvement of referral protocols, eligibility criteria, enrollment practices, and operational workflows.
• Collaborate with Team Services, program leadership, and cross-functional teams to co-develop and implement solutions that strengthen access pathways, improve coordination, and enhance the kamalei (youth and young adult) experience, ultimately increasing enrollment in LT programs and services.

• Lead cross-functional process improvement efforts related to access and referral to streamline workflows, reduce barriers, and enhance the user experience across the full access pathway, including outreach, inquiry, referral, eligibility determination, enrollment, registration, and participation in programs and services.

• Partner with Team Services and program teams to continuously improve participant– facing systems (LT website, referral forms, enrollment processes), workflows, and technical solutions, and strengthen communications to ensure a seamless, participant-centered experience from initial inquiry through enrollment.
• Monitor and analyze referral, inquiry, enrollment, and participation trends to identify barriers to access and recommend process, technology, and communication improvements that increase engagement and successful connections to programs and services.

Supervision & Practice Leadership

• Provide supervision, coaching, consultation, and performance support to direct report teammates.
• Support teammates in delivering welcoming, culturally grounded, strengths-based, trauma-informed, healing-centered, and positive youth development approaches aligned with LT values and expectations.
• Provide guidance and support in complex or urgent situations involving eligibility, safety, engagement, communication, and coordination of services.
• Foster a collaborative, accountable, and supportive team environment that promotes learning, consistency, and quality practice.

Community Partnerships & Capacity Building

• Build and maintain collaborative relationships with schools, child welfare partners, behavioral health providers, community organizations, and other referral sources across the pae ʻāina to strengthen referral pathways and ensure smooth entry into LT programs and services.
• Oversee development and maintenance of community resource directories, referral partner information, and related access resources.
• Identify service gaps, emerging needs, and opportunities through referral, inquiry, engagement, and community trends.
• Provides supervision and operational oversight to system partner coordination, supporting effective referral coordination, system partner communication, and continuous improvement of intake and workflow processes.
• Develop and support implementation of training materials, practice guidance, and operational workflows related to engagement, referral coordination, documentation, and community navigation.
• Pro…