Intake and Engagement Supervisor

Evergreen Treatment Services & REACH•Renton, WA

19h•Hybrid

About The Position

The Intake & Engagement Supervisor is a member of the Behavioral Health team and supports ETS’ mission by overseeing intake and engagement services across clinics, mobile units, and community-based settings. This role provides direct supervision to the Intake & Engagement and Hospitality & Engagement teams, which serve as the first point of contact for participants entering ETS programs. The Supervisor ensures effective entry into services and delivery of care that is person-centered, trauma-informed, and culturally responsive. This role oversees day-to-day operations, supports staff in engaging participants and responding to immediate needs, and ensures compliance with organizational and regulatory standards while supporting admission and engagement goals. The Intake & Engagement Supervisor collaborates across departments and with community partners to strengthen participant engagement throughout the course of care. This role requires strong leadership, sound judgment, and a commitment to harm reduction and participant-centered practices.

Requirements

Associate’s degree required
Minimum of two (2) years of experience working with individuals experiencing homelessness, substance use, or behavioral health challenges.
Active, restriction-free Washington State driver’s license required, with an acceptable driving record.
Understanding of racial equity and social justice, with a commitment to fostering an inclusive environment for clients, patients, and staff.
Ability to build and maintain effective working relationships with individuals from diverse cultural, ethnic, and socioeconomic backgrounds.
Strong interpersonal, verbal, and written communication skills.
Strong organizational and time management skills, with the ability to prioritize workload and work independently and as part of a team.
Reliable and adaptable, with the ability to work effectively under pressure and approach challenges in a collaborative, solution-oriented manner.
Ability to maintain confidentiality and exercise sound judgment when handling sensitive information.
Ability to set appropriate boundaries, resolve conflict, and support de-escalation when needed.
Proficiency with standard computer applications (e.g., Microsoft Office or similar tools) and the ability to adapt to new technology.

Nice To Haves

Bachelor’s degree in social work, human services, psychology, or a related field preferred.
Experience in harm reduction and/or outreach programs preferred.
SUDP (Substance Use Disorder Professional) certification preferred but not required.
Experience in related roles (e.g., case management, outreach, engagement, or roles involving documentation and regulatory compliance) may be considered in place of SUDP certification.
Lived experience relevant to the population served is valued.

Responsibilities

Provide direct supervision to Intake & Engagement and Hospitality & Engagement staff, including hiring, onboarding, training, performance management, coaching, and corrective action.
Conduct regular supervision meetings and performance evaluations; provide ongoing feedback to support staff development and accountability.
Address performance concerns in a timely manner, including implementation of performance improvement plans.
Ensure appropriate staffing levels, workload distribution, and coverage to support intake, engagement, and milieu operations.
Guide staff in identifying and responding to barriers to engagement, reinforcing best practices in intake, trauma-informed care, harm reduction, and participant-centered services.
Reinforce expectations for maintaining milieu safety, including appropriate responses to participant needs and use of de-escalation strategies.
Promote staff wellness, retention, and a supportive work environment.
Oversee daily intake and engagement operations across clinics, mobile units, and community-based settings to ensure safe, consistent, and participant-centered service delivery.
Maintain a safe, structured, and welcoming environment aligned with trauma-informed and harm reduction principles.
Monitor service flow and address operational issues in real time to support continuity of care and participant engagement.
Guide staff in engaging participants, addressing immediate needs, and responding to escalated situations.
Develop and manage staff schedules to ensure adequate coverage across service locations.
Collaborate with internal teams to support effective coordination and communication across programs.
Support identification of barriers to engagement (e.g., missed appointments, missed dosing, access challenges) and ensure appropriate follow-up.
Coordinate with internal teams and resources to address barriers while maintaining appropriate role boundaries.
Promote consistent outreach and engagement practices across teams, particularly during early stages of care and other critical points in treatment.
Ensure accurate and timely documentation in the Electronic Health Record (EHR), including oversight of staff entries for quality and compliance.
Monitor key operational metrics (e.g., intake volume, outreach activity, missed appointments or dosing) to support team performance and service delivery.
Ensure adherence to organizational policies, HIPAA, 42 CFR Part 2, and other regulatory requirements.
Identify and communicate opportunities for process improvement to leadership.
Represent the team in internal meetings and communicate operational needs, including staffing and resource considerations, to leadership.
Provide input on staffing levels (FTE needs) and operational improvements; partner with leadership on implementation.
Collaborate with cross-functional teams and community partners to support coordinated, participant-centered care.