What are the responsibilities and job description for the Senior Manager of Intake Services position at HAVEN FOR HOPE OF BEXAR COUNTY?
SUMMARY
The Senior Intake Manager is responsible for overseeing Intake operations, ensuring consistent quality in data collection and client services, staff performance accountability, and effective coordination across departments and external partners. The role leads efforts to streamline communication with hospitals (during and after hours), facilitates South Campus exit processes, and ensures quarterly refresher training for Intake Specialists. The Senior Intake Manager also upholds trauma-sensitive, recovery-oriented principles and maintains alignment with Haven for Hope’s mission through leadership, collaboration, and continuous quality improvement.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Oversees Intake operations and ensures adherence to policies, procedures, and quality standards across all Intake functions.
- Develops, implements, and monitors departmental philosophies, performance goals, outcome measures, and quality improvement strategies.
- Ensures all Intake Specialists receive a quarterly refresher training to reinforce standards, protocols, and trauma-informed practices.
- Promotes and enforces data quality assurance, ensuring all staff are held accountable for accurate and timely documentation and reporting.
- Implements staff development plans and provides regular coaching, training, and performance management to meet department objectives.
- Coordinates South Campus client exit processes, ensuring timely, supportive, and policy-aligned transitions.
- Serves as the primary liaison for hospital coordination, streamlining communication and response protocols for hospital discharges and follow-ups during and after hours.
- Facilitates communication and collaboration with interdepartmental teams, affiliated partners, and referral sources to promote effective client care and placement.
- Supports budget development and monitors expenditures related to Intake operations.
- Ensures compliance with regulatory and ethical standards while fostering a trauma-sensitive and recovery-focused Intake environment.
- Establishes and tracks key metrics for productivity, staffing, compliance, customer service, and quality assurance.
Other duties as assigned.
Qualifications:EDUCATION
Required: High School Diploma or GED
Preferred: Bachelor’s degree in human/social services, Psychology, Social Work, or related field
EXPERIENCE
Preferred: 5 years of social service experience, including 3 years in supervisory roles. Relevant experience may substitute for education.
KNOWLEDGE, SKILLS, AND ABILITIES
- Knowledge of clinical assessments, crisis intervention, and community resource networks
- Strong leadership and people skills with a demonstrated ability to build teams and promote accountability
- Familiarity with trauma-informed and recovery-oriented service models
- Ability to analyze and improve data quality processes and workflow efficiencies
- Excellent verbal and written communication skills
- Strong organizational and time management capabilities
- Ability to work in high-demand, fast-paced environments
MANAGERIAL RESPONSIBILITIES
Direct supervision of the Intake Team
Leads performance reviews, ongoing training, accountability checks, and staff development
CERTIFICATES, LICENSES, REGISTRATIONS
Prefer a valid Texas Driver’s License, safe driving record, reliable transportation and proper insurance coverage on automobiles 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.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Salary : $65,000 - $75,000