Client Relations & Intake Manager - Northern California

Redwood Family Care Network•Sacramento, CA

15d

About The Position

The Client Relations & Intake Manager is a primary contact for prospective clients, families, referral sources, Regional Center representatives, and internal program leadership during the intake and placement process. The role manages incoming referrals, coordinates intake activities, supports client placements and transitions, and maintains relationships across California’s intellectual and developmental disabilities (IDD) community. Working with the Regional Director and District Managers, the Manager identifies service options, program capacity, and vacancies; coordinates meet-and-greets; and supports timely admissions. The position also supports regional growth through community outreach, referral relationship development, promotion of Redwood Family Care Network services, and identification of opportunities to increase service access and utilization. It maintains referral and intake records and metrics, reports on activity and trends, and coordinates Redwood’s participation in Regional Center and community events. The position reports directly to the Regional Director and works closely with District Managers as a secondary operational reporting relationship. The role is based in office, home, and outside environments and requires regular travel throughout the assigned California region for program visits, meet-and-greets, outreach, and meetings. Redwood Family Care Network states it has zero tolerance for abuse and neglect and is committed to the health and safety of the individuals it supports.

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 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 spoken and written English; work independently and collaboratively; maintain confidentiality; respond to time-sensitive referrals; and manage multiple referrals, programs, and priorities.
Regular travel throughout the assigned California region for program visits, meet-and-greets, community outreach, meetings, and other business activities.
CPR/First Aid and any training or certifications required by the applicable program or organizational standards.

Nice To Haves

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

Responsibilities

Serve as a primary point of contact for incoming referrals, inquiries, and prospective clients.
Receive, review, track, and coordinate referrals for applicable Redwood Family Care Network services.
Maintain an accurate referral and intake tracker, including referral sources, client needs, requested services, status, follow-up, and disposition.
Follow up on referrals promptly and keep referral sources informed throughout the intake process.
Gather information about prospective clients’ needs, preferences, service histories, support requirements, and placement considerations.
Coordinate intake with internal departments and program leadership, route referrals to the appropriate District Manager or program, and help resolve barriers to admission.
Maintain professional communication with referral sources, families, representatives, Regional Center personnel, and internal teams.
Coordinate meet-and-greets and work with District Managers and program leadership to identify appropriate placements and services based on client needs and program capacity.
Support person-centered placement decisions and participate in transition and admission meetings as needed.
Coordinate communication to support successful transitions and follow up after admission to identify and address concerns.
Escalate placement barriers, concerns, and high-risk issues to the Regional Director and appropriate District Manager.
Provide accurate information about services, program availability, and the intake process, and respond to questions and concerns with appropriate follow-through.
Identify recurring customer or referral concerns and communicate trends to regional and district leadership.
Develop and maintain relationships with Regional Centers, service coordinators, hospitals, schools, advocacy and community organizations, families, representatives, and other referral sources.
Represent Redwood at Regional Center meetings, community meetings, networking events, conferences, vendor fairs, resource fairs, and other outreach opportunities.
Educate referral sources and community partners about Redwood’s services and program capabilities, and maintain communication about availability and service updates.
Collaborate with regional and district leadership on outreach strategies, referral opportunities, vacancies, capacity, service needs, and utilization goals.
Identify referral trends, service gaps, and regional growth opportunities while supporting appropriate, person-centered admissions.
Track referral activity, conversion, admissions, and other intake metrics, and provide regular updates to the Regional Director.
Maintain accurate, timely, organized, and confidential documentation of referrals, inquiries, intake activities, meet-and-greets, admissions, and transitions.
Prepare referral and intake reports as requested and monitor referral response times and follow-up activity.
Use applicable Redwood systems, databases, Microsoft Office, Google Workspace, and other necessary technology platforms.
Coordinate Redwood’s participation in outreach events, including identifying opportunities, registering, arranging vendor tables, preparing materials, and ensuring appropriate representation.
Participate in regional and district meetings as requested, communicate emerging concerns and opportunities, and support regional initiatives and special projects.
Perform other related duties and assignments as required.