Director, Intake Services

The Guidance Center•Southgate, MI

6d•Onsite

About The Position

As a recognized leader in our field, The Guidance Center provides a broad range of services that have helped children, adults and families unlock potential and build better lives since 1958. With 25 programs we offer treatment, prevention, growth and education services to more than 14,200 people annually. Together we: Nurture development. Foster resilience. Cultivate well-being. We have an exciting opportunity for a Director of Intake Services to join our team of talented professionals. As the Director of Intake Services, you will be responsible for developing efficient, client-centered intake systems that align with regulatory requirements, payer expectations, and organizational goals while promoting high-quality care, strong customer experience, and effective utilization of services. This role oversees access, intake, screening, assessment, referral management, and placement across mental health, substance use, and co-occurring disorder programs. This role oversees multiple agency locations and operates in a union environment.

Requirements

Master’s degree in Social Work, Psychology, Counseling, or a related mental health field, with corresponding full State of Michigan licensure (or eligibility).
Minimum five (5) years of progressive leadership experience in programs serving clients with serious emotional disturbance (SED), and/or serious mental illness (SMI) and/or substance use disorders (SUD).
Meets criteria for Qualified Mental Health Professional (QMHP), Certified Children’s Mental Health Professional (CMHP) and Qualified Intellectual Disability Professional (QIDP) within 120 days of hire.
Demonstrated experience managing intake, admissions, or access systems
Strong knowledge of behavioral health service delivery, levels of care, and clinical assessment
Valid driver’s license and favorable driving record

Nice To Haves

CAADC preferred.

Responsibilities

Provide vision, leadership, and oversight for agency-wide intake and access services
Develop and implement strategies to improve access, reduce wait times, and optimize client flow
Lead continuous quality improvement initiatives related to intake, engagement, and admission processes
Collaborate with executive leadership on growth planning, service line expansion, and system redesign
Ensure all intake assessments meet clinical, ethical, and regulatory standards
Oversee risk screening, triage, and level-of-care determinations
Support clinical decision-making for complex or high-risk cases
Ensure trauma-informed, culturally responsive, and recovery-oriented practices
Direct daily operations of intake teams (call center, walk-in, insurance verification, referral coordination)
Monitor key performance indicators (e.g., time to first appointment, no-show rates, staffing ratios)
Implement standardized intake tools, documentation practices, and workflows
Optimize use of electronic health records (EHR) and data systems
Ensure clients, families, and other visitors consistently receive exceptional customer service.
Supervise Intake leaders, clinicians, access and support staff
Recruit, train, evaluate and retain high-performing staff
Provide clinical supervision and professional development opportunities
Foster a culture of accountability, collaboration, and service excellence
Develop, implement, and enforce program policies, procedures, and protocols.
Address client complaints, incidents, and risk issues related to access services
Maintain audit readiness and oversee documentation quality
Ensure compliance with Federal, State, Medicaid, and The Joint Commission accreditation standards
Participate in the Total Quality Management (TQM) Committee; implement and monitor quality improvement initiatives within assigned areas.
Use intake and access data to inform decision-making and system improvements
Develop dashboards and reports for leadership
Use data to identify disparities in access and implement equity-focused solutions
Develop and maintain collaborative relationships with internal teams and external community partners.
Participate in assessment of community needs and service gaps.
Work cross-functionally to reduce barriers and enhance services.
Build and maintain relationships with referral sources, hospitals, crisis systems, and community partners.
Represent the agency in community forums related to access and system navigation.
Carry an agency cell phone as needed.
Adhere to professional codes of ethics and agency policies and procedures.
Participate in committees, task forces, and work groups as assigned.
Perform other duties as assigned.