Y-Haven Intake Manager

YMCA; Cleveland, Northern (OH, KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

The YMCA in Cleveland seeks an Intake Manager for Y-Haven to split time: 33% direct clinical service and 67% intake coordination and team leadership, supervising three ICR Specialists and driving recruitment across programs. You will expand the Continuing Recovery track and build outpatient services for non-residents.

You will expand the Continuing Recovery track, coordinate care with shelters, hospitals, and social services, ensure accurate AWARDS records and Clarity utilization, and model YMCA

Qualifications

• MSW or related field required; licensure preferred
• Minimum of 3 years in social services; intake/supervision preferred
• Experience with homelessness, chemical dependency, and mental illness
• Familiarity with Clarity software and housing navigation

Responsibilities

• Lead and supervise Intake/Continuing Recovery Specialists and drive KPI attainment (90% occupancy)
• Oversee insurance pre-authorization and ensure compliance and efficiency
• Coordinate intake outreach and screening with shelters, hospitals, and community programs
• Maintain AWARDS EHR records and ensure timely progress notes
• Develop Continuing Recovery track and expand outpatient services for non-residents
• Participate in quality assurance activities and staff training

Skills

Leadership

Team supervision

Interagency collaboration

Education

Master of Social Work (MSW)

LICDC/LPCC/LISW certification

Tools

Clarity software

Job description

GENERAL FUNCTION

The Y-Haven Intake Manager provides both direct clinical service and operational leadership for Y-Haven’s intake and continuing recovery functions. Operating in a hybrid model, this role dedicates 1/3 (33%) of available time to direct clinical service and 2/3’s time (67%) to intake coordination and team management. The Intake Manager directly supervises three Intake / Continuing Recovery (ICR) Specialists, driving recruitment efforts across Y-Haven’s programs while developing Y-Haven’s Continuing Recovery track and laying the groundwork for expanded outpatient services for non-residents.

ESSENTIAL FUNCTIONS

Clinical Direct Service (33%)

• Provide direct reimbursable clinical services at a rate consistent with the hybrid model (33% of each work week).
• Conduct intake screenings, comprehensive diagnostic assessments, and orientations for new residents admitted to Y-Haven, Open Door, and Rising Hope.
• Provide case management services to prospective residents preparing for admission.
• Identify and address comorbid conditions of new or returning clients including chronic physical illness and mental health concerns.
• Coordinate with the Clinical Director on all critical clinical issues.
• Provide IOP or Continuing Care group facilitation on a limited, as-needed basis.

Intake Coordination & Growth (67%)

• Lead and coordinate the Intake & Continuing Care Team for Y-Haven ensuring the Team achieves KPIs, including meeting census goal of 90% occupancy.
• Oversee and implement insurance pre-authorization process for incoming clients, ensuring compliance and efficiency.
• Drive intake growth with a focus on recruiting clients from non-treatment organizations such as shelters, social service organizations, hospitals, diversion centers, and community programs.
• Manage the intake hotline assuring calls and emails are answered and returned in a timely manner
• Oversee outreach and screening by Intake Team engaging potential clients wherever they are located - including emergency shelters, detox units, street locations, jails, prisons, and hospitals.
• Expand Y-Haven’s Continuing Recovery track for former residents, including laying groundwork for expanded outpatient services for non-residents.
• Establish and maintain collaborative relationships with shelters, hospitals, social service organizations, and community programs that serve prospective and former residents.

Supervisory & Leadership

• Directly supervise three Intake and Continuing Recovery (ICR) Specialists, providing mentoring, training, accountability, performance feedback, and professional development.
• Train ICR Specialists thoroughly in Clarity software and permanent housing navigation tools and best practices.
• Supervise interns assigned to the intake and continuing recovery functions.
• Participate in and lead quality assurance activities and committee work.
• Participate in daily team meetings, in-service trainings, and coordination meetings.
• Conduct new staff interviewing activities as needed.

Administrative

• Assure Intake team maintains accurate and thorough records for all clients served in the AWARDS electronic health record, including timely progress notes.
• Ensure timely and accurate use of Clarity software by Intake team for housing navigation and client tracking.
• Supply data for and reports on intake, census, and continuing recovery outcomes.
• Ensure all intake documentation and insurance pre-authorization records are completed accurately and on time.

Program & Organizational

• Model and communicate the YMCA’s core values of caring, honesty, respect, and responsibility in all interactions with clients, volunteers, and staff.
• Follow all established policies and procedures, including safety practices and personnel policies.
• Participate in and support association events and fundraising activities.
• Maintain a clean and orderly work environment.
• Fulfill all mandated reporter obligations: follow the child abuse and neglect reporting process, complete required reporting forms, notify appropriate supervisors, Risk Management, and Human Resources.
• Other duties as assigned by supervisor.

QUALIFICATIONS

Education & Experience

• Master’s Degree in Social Work, Psychology, or a related field required (or current enrollment in a Master’s program) required.
• Minimum of 3 years’ experience in the social service field, with successful experience in intake, screening, assessment, and supervision strongly preferred.
• Extensive knowledge of issues affecting individuals experiencing homelessness, chemical dependency, and mental illness.
• Demonstrated experience with or ability to learn Clarity software and housing navigation frameworks.
• Experience with insurance pre-authorization processes preferred.

Professional Certifications

• LICDC, LPCC, or LISW required.
• CPR, First Aid, and AED certifications required within 30 days of hire.

WORK ENVIRONMENT & PHYSICAL DEMANDS

• Regularly required to talk and actively listen to clients, staff, and volunteers.
• Some off-site outreach required, including visits to shelters, detox programs, hospitals, and other community locations.