Client Relations & Intake Manager

@ Redwood Family Care Network

Redwood Family Care Networkredwoodfamilycarenetwork.com

Client Relations & Intake Manager

Azusa, CA

Posted today

About the job

Redwood Family Care Network cares for individuals with developmental disabilities. The role focuses on managing referrals, coordinating intake, building community relationships, and supporting regional growth to improve client access and service quality.

Requirements

Strong customer service skills
Relationship-building ability
Excellent communication skills
Organization and follow-up skills
Data tracking experience

Qualifications

Bachelor's in Human Services or related
2+ years experience with IDD
Experience in intake or referrals
CPR/First Aid certified
Ability to travel regionally

Full job description

Job Title: Client Relations & Intake Management Status: Full Time Location: Southern California (Based out of Chino Hills) Annual Salary: $80,000- $85,000 annually Across Redwood Family Care Network, our employees are sharing their passion to make a positive impact in the lives of others. We are looking to add talented and passionate individuals to join our Redwood Family and we invite you to explore and learn more about our career opportunities. SUMMARY: The Client Relations & Intake Manager serves as a key point of contact for prospective clients, families, referral sources, Regional Center representatives, and internal program leadership throughout the intake and placement process.This position is responsible for managing incoming referrals, coordinating intake activities, facilitating communication between referral sources and program teams, supporting client placement and transitions, and maintaining strong relationships with individuals and organizations within the California IDD community.The Manager works closely with the Regional Director and District Managers to identify appropriate service options, understand program capacity and vacancies, coordinate meet-and-greets, and support timely admissions. The position also contributes to regional growth by maintaining an active community presence, developing referral relationships, promoting Redwood Family Care Network services, and identifying opportunities to increase utilization and access to services. ESSENTIAL DUTIES AND RESPONSIBILITIES: <ul style="margin-bottom: 0in; margin-top: 0px;"><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Serve as a primary point of contact for incoming referrals, inquiries, and prospective clients. Receive, review, track, and coordinate referrals for applicable Redwood Family Care Network services.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Maintain an accurate and current referral/intake tracker, including referral source, client needs, service requested, status, follow-up activities, and disposition.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Ensure referrals receive timely follow-up and referral sources are kept informed throughout the intake process.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Gather necessary information regarding prospective clients' needs, preferences, service history, support requirements, and placement considerations.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Coordinate the intake process with appropriate internal departments and program leadership.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Identify barriers to admission and coordinate with appropriate parties to resolve issues whenever possible.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Ensure referrals are appropriately routed to the District Manager and/or applicable program for review.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Maintain timely and professional communication with referral sources, families, representatives, and internal teams.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Coordinate and facilitate meet-and-greet opportunities between prospective clients, families/representatives, and program teams.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Work with District Managers and program leadership to identify appropriate placement and service options based on client needs and program capacity.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Support person-centered placement decisions by considering the individual's preferences, needs, goals, compatibility, and available services.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Participate in transition and admission meetings as needed.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Coordinate communication between referral sources, families/representatives, Regional Center personnel, and internal teams to support successful transitions.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Follow up after admission to help identify and address concerns that may affect client or family satisfaction and successful transition.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Escalate placement barriers, concerns, or high-risk issues to the Regional Director and appropriate District Manager.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Establish positive, professional relationships with prospective clients, individuals receiving services, families, representatives, and referral partners.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Serve as a responsive resource throughout the referral and intake process.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Provide clear and accurate information regarding Redwood Family Care Network services, program availability, and the intake process.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Help ensure prospective clients and families experience a professional, welcoming, and person-centered intake process.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Respond promptly to questions, concerns, and requests and ensure appropriate follow-through.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Identify recurring customer or referral concerns and communicate trends to Regional and District leadership.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Develop and maintain strong professional relationships with Regional Centers, service coordinators, hospitals, schools, advocacy organizations, community organizations, families, representatives, and other referral sources. Participate in and represent Redwood Family Care Network at all applicable Regional Center meetings, including meetings with service coordinators, placement teams, and other Regional Center representatives, as appropriate.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Represent Redwood Family Care Network professionally at community meetings, networking events, conferences, vendor fairs, and other outreach opportunities.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Educate referral sources and community partners about Redwood's service offerings and program capabilities.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Maintain regular communication with key referral sources regarding program availability and service updates.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Identify opportunities to strengthen referral relationships and expand Redwood's presence within the California IDD community.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Collaborate with Regional and District leadership on outreach and community engagement strategies.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Identify potential referral opportunities and communicate them to the appropriate operational leaders.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Work collaboratively with District Managers and program leadership to understand current vacancies, capacity, and service needs.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Support timely filling of available placements while ensuring that admissions remain appropriate and person-centered.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Identify referral trends, service gaps, and opportunities for regional growth.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Track referral activity, conversion, admissions, and other applicable intake metrics.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Provide regular updates to the Regional Director regarding referral activity, placement opportunities, barriers, and trends.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Collaborate with District Managers to support appropriate utilization and census goals.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Assist in identifying opportunities to increase access to services while maintaining quality and compliance</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Maintain accurate and timely documentation related to referrals, inquiries, intake activities, meet-and-greets, admissions, and transitions.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Ensure referral information is appropriately communicated to internal teams.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Maintain confidentiality of client and organizational information.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Prepare and provide referral and intake reports as requested.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Monitor referral response times and follow-up activity.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Maintain organized records and ensure information is readily available to leadership.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Utilize applicable Redwood systems, databases, Microsoft Office, Google Workspace, and other technology platforms necessary to perform the position.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Report directly to the Regional Director regarding referral activity, customer relations, community partnerships, and regional intake trends.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Work closely with District Managers as the secondary operational reporting relationship to coordinate program availability, prospective client needs, meet-and-greets, and admissions.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Participate in regional and district meetings as requested.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Communicate emerging concerns, barriers, or opportunities promptly to the appropriate leader.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Support regional initiatives and special projects related to growth, customer experience, intake, and service development.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Represent Redwood Family Care Network at applicable Regional Center meetings, vendor fairs, resource fairs, community events, and other outreach opportunities. Coordinate and manage Redwood's participation at these events, including identifying opportunities, registering for events, coordinating vendor tables, preparing promotional materials and resources, and ensuring appropriate Redwood representation. Maintain strong relationships with Regional Center Service Coordinators, placement teams, and other representatives to support referral development, client placement, service coordination, and community visibility.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Perform other related duties and assignments as required.</li></ul> Knowledge, Skills and Abilities Knowledge:Knowledge of California's developmental disability service system, Regional Center processes and contracts, person-centered planning, residential and day program services, referral and intake practices, and applicable California laws, regulations, and Redwood Family Care Network standards. Skills:Strong customer service, relationship-building, communication, organization, follow-up, problem solving, independent judgment, time management, community outreach, referral coordination, and data tracking skills; ability to manage multiple priorities and stakeholders. Abilities:Demonstrated ability to build positive professional relationships; communicate effectively in written and spoken English; work independently and collaboratively; maintain confidentiality; respond to time-sensitive referrals; and manage multiple referrals, programs, and priorities simultaneously. EDUCATION AND EXPERIENCE: <ul><li style="line-height: 115%; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Bachelor's degree in Human Services, Social Services, Psychology, Business, or a related field preferred and/or equivalent experience and training.</li><li style="line-height: 115%; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Minimum of 2 years of experience working with individuals with intellectual and/or developmental disabilities (IDD), preferably within California's service delivery system; experience in intake, referrals, case management, customer relations, community outreach, admissions, or a related field.</li><li style="line-height: 115%; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Preferred: Minimum of 2 years of experience working with individuals with intellectual and/or developmental disabilities (IDD), preferably within California's service delivery system; experience in intake, referrals, case management, customer relations, community outreach, admissions, or a related field.</li><li style="line-height: 115%; font-size: 12pt; font-family: arial, helvetica, sans-serif;">CPR/First Aid and any training or certifications required by the applicable program or organizational standards.</li></ul> Physical Requirements:<ul><li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">This position works in an office, home and outside environment. This position frequently requires driving, keying, hearing, seeing, speaking, standing and walking.</li><li style="line-height: 115%; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Also required occasionally is lifting, bending, kneeling, reaching and possible use of Hoyer lift.</li><li style="line-height: 115%; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Regular travel throughout the assigned California region is required for program visits, meet-and-greets, community outreach, meetings, and other business activities.</li></ul>Redwood Family Care Network takes a ZERO tolerance stance on abuse and neglect. Any allegations will be reported to the proper authorities. We are committed to the Health and Safety of the individuals we support. For more information about the Redwood Family Care Network please visit: www.redwoodfcn.com PandoLogic. Keywords: Hospital Admissions Manager, Location: Azusa, CA - 91702

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