Intake Director
JOB DESCRIPTION
Job Title: Intake Director
Department: Intake / Administration
Reports To: Executive Director / Chief Operating Officer
Employment Status: Full-Time
Schedule: Monday–Friday, with flexibility for scheduled evenings, weekends, fairs, and community outreach events
Supervises: Intake Coordinators and other assigned Intake / Admissions staff
POSITION SUMMARY
The Intake Director provides strategic leadership and daily oversight of the agency’s intake, referral, admissions, enrollment, and community outreach functions. This role ensures that prospective individuals and families receive timely, professional, person-centered assistance and that referrals are processed accurately and in accordance with agency policies, OPWDD requirements, Medicaid regulations, and applicable standards.
The Intake Director manages the process from initial inquiry through eligibility verification, documentation, authorization, approval, enrollment, and transition to the appropriate agency program. The successful candidate will be highly organized, responsive, knowledgeable, and comfortable working in a fast-paced human-services environment.
KEY RESPONSIBILITIES
Intake Leadership
• Lead and manage the Intake Department.
• Establish consistent intake and admissions procedures.
• Assign referrals and monitor staff productivity, follow-up, documentation, and service quality.
• Conduct department meetings and case reviews.
• Identify workflow issues and implement improvements.
Referral & Admissions Management
• Manage referrals from individuals, families, CCOs, Service Coordinators, schools, hospitals, and community organizations.
• Review referrals for appropriateness and explain available programs and services.
• Track pending referrals, applications, admissions, and outstanding documentation.
• Ensure all eligibility, authorizations, approvals, and required records are complete before services begin.
• Coordinate admission timelines with Program Directors and other departments.
OPWDD Eligibility & Coordination
• Maintain current knowledge of OPWDD eligibility and service requirements.
• Guide families and referral sources through the intake and enrollment process.
• Coordinate with CCOs, Service Coordinators, families, guardians, and other stakeholders.
• Monitor eligibility determinations, service authorizations, approvals, and missing documentation.
• Escalate delays, barriers, and compliance concerns when appropriate.
Documentation, Systems & Data
• Maintain complete, accurate, current, and confidential intake files.
• Use standardized checklists and documentation requirements.
• Ensure timely, accurate entry of referral and admission information in Precision Care and other approved systems.
• Review electronic records for missing or inconsistent information.
• Maintain tracking systems and generate intake reports.
Approvals & Enrollment
• Coordinate applicable submissions, approvals, and agency roster placement.
• Track pending approvals, denials, admissions, and cases requiring follow-up.
• Confirm that services do not begin before required approvals and authorizations are in place.
• Communicate approval status to program leadership and management.
Community Outreach
• Represent the agency at health fairs, resource fairs, disability-services events, OPWDD events, school and provider fairs, conferences, networking events, and agency-sponsored outreach activities.
• Educate individuals, families, professionals, and community organizations about agency services.
• Identify prospective referrals and community partnerships.
• Collect and document appropriate contact and referral information.
• Follow up with prospective referrals and community partners.
• Help plan and prepare agency outreach events.
Weekend and evening availability for scheduled community events is an essential function of this position.
Staff Supervision & Development
• Supervise, coach, train, and evaluate Intake Department staff.
• Set measurable goals and clear performance expectations.
• Monitor productivity, attendance, responsiveness, documentation, and follow-through.
• Address performance concerns promptly and professionally.
• Promote accountability, collaboration, and strong customer service.
Compliance & Quality Assurance
• Ensure intake practices comply with OPWDD, Medicaid, contractual, regulatory, and agency requirements.
• Conduct routine reviews of intake records and correct documentation deficiencies.
• Prepare the department for internal and external audits.
• Report significant compliance concerns to management.
Family & Individual Service
• Treat prospective individuals and families with dignity, respect, professionalism, and cultural sensitivity.
• Explain procedures clearly and respond to questions promptly.
• Help families navigate intake and address barriers that may delay enrollment.
• Promote person-centered practices throughout the process.
Reporting & Performance
Maintain and report key indicators, including:
• Referrals received, contacted, pending, completed, approved, declined, or ineligible
• Outstanding documentation, approvals, and authorizations
• Referral response times and admission timelines
• Referral sources and outreach activities
• Leads generated through community events
• Conversion of appropriate referrals into admissions
Provide regular reports and recommendations to executive management.
REQUIRED QUALIFICATIONS
• Bachelor’s degree in Human Services, Social Work, Healthcare Administration, Psychology, Business Administration, Public Administration, or a related field preferred.
• 3–5 years of progressive experience in intake, admissions, human services, OPWDD services, healthcare, social services, or a related field.
• Supervisory or management experience strongly preferred.
• Strong knowledge of OPWDD services and the developmental-disabilities service system.
• Knowledge of Medicaid-funded services and waiver programs preferred.
• Experience working with CCOs and Service Coordinators preferred.
• Experience with Precision Care or a similar electronic-record system strongly preferred.
• Strong computer, data-entry, organizational, time-management, written, and verbal communication skills.
• Ability to manage multiple referrals and deadlines, work independently, exercise sound judgment, and maintain confidentiality.
• Willingness and ability to work occasional evenings, weekends, fairs, and community outreach events.
CORE COMPETENCIES
• Leadership and accountability
• Organization and attention to detail
• Professional communication and customer service
• Problem-solving and conflict resolution
• Staff supervision and team collaboration
• Regulatory awareness and documentation management
• Data management and strategic thinking
• Community outreach and relationship building
• Integrity, confidentiality, and person-centered service
WORK ENVIRONMENT
This position includes work in office and community-based settings. Travel may be required for meetings, referral sites, fairs, conferences, and other agency activities. The role requires effective performance in a fast-paced environment with competing priorities and deadlines.
CONFIDENTIALITY
The Intake Director must maintain strict confidentiality of individual, family, employee, referral, and agency information and comply with all applicable privacy, recordkeeping, and agency policies.
The above statements describe the general nature and level of the work. They are not an exhaustive list of all duties and responsibilities. The organization may adjust responsibilities to meet operational needs.
Testimonial
A Proud Mother Of One Of Our Individuals
