Director of Intake Services

HAVEN FOR HOPE OF BEXAR COUNTY•San Antonio, TX

5d•$71,000 - $87,500•Onsite

About The Position

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.

Requirements

Master’s degree in Social Work, Counseling, Psychology, Human Services, or a closely related social services or behavioral health field is required.
Minimum of five years of progressively responsible experience leading a team in a behavioral health, social services, human services, or related client-service setting.
Knowledge of clinical screening and self-assessment processes, behavioral and medical risk indicators, crisis intervention, trauma-informed care, confidentiality, documentation standards, and community clinical resources
Excellent written and verbal communication skills
Strong interpersonal skills: ability to collaborate well with others
Effective supervisory skills
Proven track record of building relationships and successful team management and development
Ability to lead in a high-volume environment; interpret screening and operational data; recognize when clinical escalation is required; and ensure timely, respectful, effective service delivery to clients and partner providers.
Must have a valid Texas Driver’s License, good driving record, reliable transportation, and proper insurance coverage on automobile used for work.
Standard physical activity such as periodic standing, walking, sitting, and basic motor skills to access computer files for information or simple data entry.

Nice To Haves

Clinical experience in intake, screening, assessment, crisis response, referral coordination, or integrated care is preferred.
Experience working with individuals who have complex behavioral health and medical needs is strongly preferred.

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 and stakeholder meetings as needed to improve client flow and outcomes.
Analyze intake, referral, enrollment, diversion, and placement data to identify trends, barriers, and opportunities for operational improvement and enhanced client outcomes.
Partner with the Vice President of Operations to evaluate intake processes, identify opportunities for improvement, and implement solutions that improve client access, enhance service delivery and create a more positive experience for Haven clients.
Provide leadership oversight and coordination during significant client incidents, safety concerns, operational disruptions and high-risk situations impacting Intake Services.
Other duties as assigned.