Director of Intake Services

SUMMARY The Director of Intake Services provides leadership, clinical expertise, and operational oversight for the Intake Department. The Director leads a clinically focused intake model in which staff assist clients with completing approved clinical screenings and self-assessments, recognize indicators of elevated behavioral health and medical needs, and coordinate timely connections to appropriate services. This position is responsible for intake quality, client experience, staffing, performance, data integrity, compliance, departmental planning, and budgeting.

The Director supervises and develops Intake staff, reports service outcomes to the Vice President of Operations, and collaborates with Haven for Hope leadership, interdisciplinary teams, and affiliated providers to ensure coordinated access to services. The Director will work Monday through Friday and other days and times as operationally necessary and will promote trauma-informed, person-centered, culturally responsive, and ethical practices throughout the intake process.

ESSENTIAL DUTIES AND RESPONSIBILITIES Develops, implements, and regularly updates Intake policies, procedures, workflows, and internal controls to ensure trauma-informed, person-centered, clinically appropriate, efficient, and compliant services. Establishes, monitors, and communicates departmental KPIs, quality measures, and strategic goals.

Provides direct supervision to Intake staff, including hiring, onboarding, coaching, professional development, performance management, and accountability. Ensures appropriate staffing, scheduling, productivity, compliance, quality, accuracy, and client service across the Intake Department.

Oversees the Intake Department's use of approved clinical screening tools and client self-assessments, ensuring staff provide clear, respectful assistance while maintaining appropriate professional boundaries and following established protocols.

Establishes procedures for identifying clients with high behavioral health, substance use, medical, functional, or safety needs and for escalating concerns to qualified clinical personnel. Coordinates timely warm handoffs and connections to internal and external clinical services in accordance with organizational protocols.

Ensures staff understand eligibility criteria, enrollment requirements, and referral pathways for Haven for Hope programs, residential partner programs, clinical services, and other community resources so that clients receive appropriate placement and support based on their individual needs.

Provides consultation and education to affiliated partners and interdepartmental staff regarding Intake practices, screening workflows, referral criteria, and client access. Maintains current knowledge of community resources and develops effective referral relationships for behavioral health, substance use, medical, social service, prevention, and diversion needs.

Ensures Intake staff receive initial and ongoing training in trauma-informed engagement, motivational interviewing, approved screening tools, clinical warning signs, crisis response procedures, documentation, confidentiality, cultural responsiveness, and de-escalation.

Collaborates with clinical, medical, housing, shelter, and social service teams to support smooth client enrollment, reduce duplication, resolve access barriers, and ensure continuity from initial intake through referral and placement.

Develops and oversees the annual Intake Department budget in partnership with the Vice President of Operations. Ensures staffing, training, technology, screening resources, and clinical referral processes are aligned with operational needs and makes data-informed recommendations during the annual budget process.

Establishes and maintains an effective communication and reporting process with the leadership staff, interdepartmental staff, and affiliated partners that will allow them to participate in achieving performance goals.

Understands, complies with, and communicates applicable professional ethics, confidentiality requirements, documentation standards, client rights, and state and federal regulations. Ensures staff practice within their roles and escalate clinical concerns to appropriately qualified professionals.

Coordinates with internal clinical leaders and external behavioral health, substance use, medical, and social service providers to define referral criteria, escalation pathways, feedback loops, and service-access procedures. Participates in interdisciplinary…