Client Relations & Intake Manager - Northern California

Redwood Family Care Network•Sacramento, CA

15d•$80,000 - $85,000

About The Position

The Client Relations & Intake Manager is a key contact for prospective clients, families, referral sources, Regional Center representatives, and internal program leadership throughout the intake and placement process. The role manages incoming referrals, coordinates intake activities, facilitates communication between referral sources and program teams, supports client placement and transitions, and maintains relationships across California’s IDD community. Working with the Regional Director and District Managers, the Manager identifies suitable service options, reviews program capacity and vacancies, coordinates meet-and-greets, and supports timely admissions. The role also supports regional growth through community engagement, referral development, promotion of Redwood Family Care Network services, and identification of opportunities to increase service utilization and access. The position reports directly to the Regional Director and has a secondary operational reporting relationship with District Managers. It involves regular travel throughout the assigned California region and work in office, home, and outdoor environments.

Requirements

At least 2 years of experience working with individuals with intellectual and/or developmental disabilities (IDD), preferably within California’s service delivery system.
Experience in intake, referrals, case management, customer relations, community outreach, admissions, or a related field.
Knowledge of California’s developmental disability service system, Regional Center processes and contracts, person-centered planning, residential and day program services, referral and intake practices, applicable California laws and regulations, and Redwood Family Care Network standards.
Strong customer service, relationship-building, communication, organization, follow-up, problem-solving, independent judgment, time-management, community-outreach, referral-coordination, and data-tracking skills.
Ability to manage multiple priorities and stakeholders, build positive professional relationships, communicate effectively in written and spoken English, work independently and collaboratively, maintain confidentiality, and respond to time-sensitive referrals.
CPR/First Aid and any training or certifications required by the applicable program or organizational standards.
Ability to meet the position’s physical requirements, including frequent driving, keying, hearing, seeing, speaking, standing, and walking; occasional lifting, bending, kneeling, reaching, and possible use of a Hoyer lift.
Ability to travel regularly throughout the assigned California region for program visits, meet-and-greets, community outreach, meetings, and other business activities.

Nice To Haves

Bachelor’s degree in Human Services, Social Services, Psychology, Business, or a related field, or equivalent experience and training.
At least 2 years of experience working with individuals with IDD, preferably within California’s service delivery system, and experience in intake, referrals, case management, customer relations, community outreach, admissions, or a related field.

Responsibilities

Serve as a primary contact for referrals, inquiries, and prospective clients; receive, review, track, and coordinate referrals for applicable services.
Maintain an accurate and current referral and intake tracker, including referral sources, client needs, requested services, status, follow-up, and disposition.
Follow up promptly on referrals and keep referral sources informed throughout the intake process.
Gather information about prospective clients’ needs, preferences, service history, support requirements, and placement considerations.
Coordinate intake with internal departments and program leadership; route referrals to the appropriate District Manager or program for review.
Identify admission barriers and coordinate with relevant parties to address them; escalate placement barriers, concerns, and high-risk issues to the Regional Director and appropriate District Manager.
Coordinate and facilitate meet-and-greets among prospective clients, families or representatives, and program teams.
Work with District Managers and program leadership to identify appropriate placements and services based on client needs, preferences, goals, compatibility, and program capacity.
Participate in transition and admission meetings as needed, coordinate communication among involved parties, and follow up after admission to identify concerns affecting satisfaction or successful transition.
Provide clear and accurate information about services, program availability, and the intake process; respond to questions and concerns and ensure appropriate follow-through.
Build and maintain professional relationships with prospective clients, people receiving services, families, representatives, Regional Centers, service coordinators, hospitals, schools, advocacy and community organizations, and other referral partners.
Represent Redwood Family Care Network at Regional Center meetings, community meetings, networking events, conferences, vendor fairs, resource fairs, and other outreach opportunities.
Coordinate Redwood’s participation in events, including identifying opportunities, registering, coordinating vendor tables, preparing promotional materials and resources, and ensuring appropriate representation.
Educate referral sources and community partners about Redwood’s services and program capabilities, and maintain communication about program availability and service updates.
Collaborate with regional and district leadership on outreach and community engagement strategies; identify referral opportunities and communicate them to operational leaders.
Work with District Managers and program leadership to understand vacancies, capacity, and service needs; support timely, appropriate, person-centered placements and utilization goals.
Identify referral trends, service gaps, and opportunities for regional growth and increased access while maintaining quality and compliance.
Track referral activity, conversion, admissions, response times, follow-up, and other applicable intake metrics; provide regular updates and reports to leadership as requested.
Maintain accurate, timely, organized, and confidential documentation of referrals, inquiries, intake activities, meet-and-greets, admissions, and transitions.
Use Redwood systems, databases, Microsoft Office, Google Workspace, and other necessary technology platforms.
Participate in regional and district meetings as requested; communicate emerging concerns, barriers, and opportunities promptly; support regional growth, customer experience, intake, and service-development initiatives.
Perform other related duties and assignments as required.