Client Relations & Intake Manager - Northern California

Job Title: Client Relations & Intake Management
Status: Full Time
Location: Northern California
Annual Salary: $80,000- $85,000 annually

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:

• 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.
• Maintain an accurate and current referral/intake tracker, including referral source, client needs, service requested, status, follow-up activities, and disposition.
• Ensure referrals receive timely follow-up and referral sources are kept informed throughout the intake process.
• Gather necessary information regarding prospective clients' needs, preferences, service history, support requirements, and placement considerations.
• Coordinate the intake process with appropriate internal departments and program leadership.
• Identify barriers to admission and coordinate with appropriate parties to resolve issues whenever possible.
• Ensure referrals are appropriately routed to the District Manager and/or applicable program for review.
• Maintain timely and professional communication with referral sources, families, representatives, and internal teams.
• Coordinate and facilitate meet-and-greet opportunities between prospective clients, families/representatives, and program teams.
• Work with District Managers and program leadership to identify appropriate placement and service options based on client needs and program capacity.
• Support person-centered placement decisions by considering the individual's preferences, needs, goals, compatibility, and available services.
• Participate in transition and admission meetings as needed.
• Coordinate communication between referral sources, families/representatives, Regional Center personnel, and internal teams to support successful transitions.
• Follow up after admission to help identify and address concerns that may affect client or family satisfaction and successful transition.
• Escalate placement barriers, concerns, or high-risk issues to the Regional Director and appropriate District Manager.
• Establish positive, professional relationships with prospective clients, individuals receiving services, families, representatives, and referral partners.
• Serve as a responsive resource throughout the referral and intake process.
• Provide clear and accurate information regarding Redwood Family Care Network services, program availability, and the intake process.
• Help ensure prospective clients and families experience a professional, welcoming, and person-centered intake process.
• Respond promptly to questions, concerns, and requests and ensure appropriate follow-through.
• Identify recurring customer or referral concerns and communicate trends to Regional and District leadership.
• 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.
• Represent Redwood Family Care Network professionally at community meetings, networking events, conferences, vendor fairs, and other outreach opportunities.
• Educate referral sources and community partners about Redwood's service offerings and program capabilities.
• Maintain regular communication with key referral sources regarding program availability and service updates.
• Identify opportunities to strengthen referral relationships and expand Redwood's presence within the California IDD community.
• Collaborate with Regional and District leadership on outreach and community engagement strategies.
• Identify potential referral opportunities and communicate them to the appropriate operational leaders.
• Work collaboratively with District Managers and program leadership to understand current vacancies, capacity, and service needs.
• Support timely filling of available placements while ensuring that admissions remain appropriate and person-centered.
• Identify referral trends, service gaps, and opportunities for regional growth.
• Track referral activity, conversion, admissions, and other applicable intake metrics.
• Provide regular updates to the Regional Director regarding referral activity, placement opportunities, barriers, and trends.
• Collaborate with District Managers to support appropriate utilization and census goals.
• Assist in identifying opportunities to increase access to services while maintaining quality and compliance
• Maintain accurate and timely documentation related to referrals, inquiries, intake activities, meet-and-greets, admissions, and transitions.
• Ensure referral information is appropriately communicated to internal teams.
• Maintain confidentiality of client and organizational information.
• Prepare and provide referral and intake reports as requested.
• Monitor referral response times and follow-up activity.
• Maintain organized records and ensure information is readily available to leadership.
• Utilize applicable Redwood systems, databases, Microsoft Office, Google Workspace, and other technology platforms necessary to perform the position.
• Report directly to the Regional Director regarding referral activity, customer relations, community partnerships, and regional intake trends.
• Work closely with District Managers as the secondary operational reporting relationship to coordinate program availability, prospective client needs, meet-and-greets, and admissions.
• Participate in regional and district meetings as requested.
• Communicate emerging concerns, barriers, or opportunities promptly to the appropriate leader.
• Support regional initiatives and special projects related to growth, customer experience, intake, and service development.
• 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.
• Perform other related duties and assignments as required.

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:

• Bachelor's degree in Human Services, Social Services, Psychology, Business, or a related field preferred and/or equivalent experience and training.
• 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.
• 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.
• CPR/First Aid and any training or certifications required by the applicable program or organizational standards.

Physical Requirements:

• This position works in an office, home and outside environment. This position frequently requires driving, keying, hearing, seeing, speaking, standing and walking.
• Also required occasionally is lifting, bending, kneeling, reaching and possible use of Hoyer lift.
• Regular travel throughout the assigned California region is required for program visits, meet-and-greets, community outreach, meetings, and other business activities.