Director of Intake Services

Socket.dev; San Antonio (TX); On-site; USD 71,000 - 88,000; Full time

Job summary

Haven for Hope of Bexar County in San Antonio, TX seeks a Director of Intake Services to lead clinical intake operations, supervise staff, and coordinate connections to services. The role requires a graduate degree and focuses on quality, compliance, and culturally responsive care.

The incumbent will manage budgets, collaborate with partners, and promote trauma-informed, person-centered practices across intake processes. Monday–Friday with flexible hours as needed.

Qualifications

• Master’s degree in a relevant behavioral health field is required.
• Experience leading a team in behavioral health or related setting is preferred.
• Clinical experience in intake, screening, referral coordination, or crisis response is beneficial.

Responsibilities

• Develops and updates Intake policies, procedures, and workflows to ensure trauma-informed, person-centered services.
• Monitors KPIs, quality measures, and strategic goals for the Intake Department.
• Supervises Intake staff including hiring, onboarding, coaching, and performance management.

Skills

Clinical screening knowledge

Written and verbal communication

Interpersonal skills

Supervisory skills

Team leadership

Data interpretation

Education

Master’s degree in Social Work, Counseling, Psychology, Human Services or related field

Job description

Job Details: Job Location: Haven for Hope of Bexar County - San Antonio, TX, Position Type: Full Time, Education Level: Graduate Degree, Salary Range: $71000.00 - $87500.00Salary/year, Travel Percentage: Driving Role, Job Shift: Shifts Vary / Open Availability Required

SUMMARY

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.

ESSENTIAL DUTIES AND 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 elevate 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.

QUALIFICATIONS

EDUCATION Master’s degree in Social Work, Counseling, Psychology, Human Services, or a closely related social services or behavioral health field is required. EXPERIENCE Minimum of five years of progressively responsible experience leading a team in a behavioral health, social services, human services, or related client-service setting. 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.

KNOWLEDGE/SKILLS/ABILITIES

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.

MANAGERIAL RESPONSIBILITIES

Responsible for managing the Intake Team

CERTIFICATES, LICENSES, REGISTRATIONS

Must have a valid Texas Driver's License, good driving record, reliable transportation, and proper insurance coverage on automobile used for work. Monthly reimbursement for applicable and documented work-related expenditures is provided. Travel within the city and its surrounding areas will be required (if applicable).

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Standard physical activity such as periodic standing, walking, sitting, and basic motor skills to access computer files for information or simple data entry.