Intake and Client Support Manager

Position Overview:

The Intake and Client Support Lead collaboratively engage with various organizational teams, ensuring a streamlined Referral and Intake process. This role is essential in connecting individuals to the most suitable services across our programs, including Re-Entry, CP FIT, Education, Community Safety programs, and RNP. The ideal candidate will possess intermediate knowledge of Apricot, our client management system, and the ability to manage multiple tasks simultaneously. This position requires close collaboration with directors and program managers and includes the supervision of one intake coordinator.

Essential Responsibilities:

Program Management

1. Report to the overseeing Program Officer, ensuring adherence to program budget, data, service compliance, and meeting deliverables.

2. Utilize and manage the Apricot client management system with intermediate expertise, ensuring accurate data input, extraction, and analysis.

3. Address and resolve conflicts, crises, and other challenges promptly. Make decisions to mitigate risks and ensure the well-being of staff and clients.

4. Act as a core leadership team member, crafting comprehensive plans for beneficiaries across all programs.

5. Serve as a pivotal liaison between all referral sources and individuals, directing them to the apt team and service.

6. Partner with Care Teams in creating Risk Assessments, Safety & Harm Reduction Plans, Individual Service Plans (ISP), and client enrollment in pertinent programs.

7. Remain updated on all program capacities to receive new referrals.

8. Co-create standardized referral policies and workflows, ensuring all necessary information is relayed efficiently.

9. Prioritize and manage multiple referrals based on urgency, promptly addressing each.

10. Collaborate with service coordinators across programs, offering comprehensive support for all beneficiaries.

11. Stay informed on all program offerings to optimize referrals and ensure beneficiary satisfaction.

*Supervisory*

1. Directly supervise and guide one intake coordinator, ensuring all tasks and responsibilities are met.

2. Collaborate closely with the HR Director for hiring, onboarding, evaluations, coaching, and training processes.

3. Define and communicate clear objectives for team members, conducting performance reviews and promoting continuous learning and growth.

4. Manage staffing plans, ensuring the consistent presence of adequate coverage for all program areas.

5. Lead weekly staff meetings, reviewing client services and discussing areas of improvement.

6. Partner with the Care Teams weekly, documenting progress, addressing concerns, and implementing corrective actions when necessary.

7. In tandem with contract monitors, ensure the punctual filing and completion of required documentation.

8. Play a vital role in team communication strategies across all programs, ensuring alignment with broader organizational goals.

9. Attend mandatory meetings, stay updated on protocols, and analyze new program developments or incidents.

*Other*

1. Attend additional meetings as directed by the supervisor.

2. Maintain confidentiality according to agency guidelines.

3. Handle other duties as assigned, demonstrating the ability to juggle multiple tasks efficiently.

This dynamic role requires adaptability, a deep understanding of our Apricot system, and a keen ability to multitask across our diverse program offerings.

Benefits