Summary:

The Director of Access and Engagement is responsible for the management and oversight of daily operations for central intake to ensure open access workflows are efficient.  This position is responsible for intake operations and ensuring customer satisfaction and client experience is positive. Hires, trains, develops, and supervises team to maximize develop talent, promote retention and employee wellness and recruitment. 

Responsibilities:

Ensure that the Agency’s mission, vision and core values are consistently incorporated into the assessment and treatment services provided.

Integrates principles of Trauma Informed Care in all aspects of work.

Ensure that evidence-based services are delivered. 

Is sensitive to the children’s culture and socioeconomic characteristics. 

Implement and oversee same day access in the Centralized Intake Department.  

Oversee and train staff on the clinical documentation for diagnostic assessments and service requirements as determined by licensure and certification rules and requirements. 

Oversee the screening of all referrals to determine appropriateness.

Ensure that all inquiries are returned within the established timeframe. 

Ensure the evaluation of the severity, frequency and duration of psychological, social and physiological signs and symptoms and ensure the eligibility for admission. 

Oversee the process of assessment completion, including ensuring the availability of a pool of assessors.

Serve as primary back up to the admission assessor. Ensure all assessments are completed within established time to meet Key Performance Indicators (KPI).  

Oversee the processing of all referrals including meeting admission criteria, completing referral registration in the agency electronic health record (E.H.R), managing and maintaining waiting lists. 

Oversee current overview of community resources and referral procedures, ensuring the families are assisted in connecting to those resources, and ensuring the adherence to procedures related to client confidentiality. 

Oversee the processing of all referral denials by ensuring completion of denial data entry in the agency electronic health record and ensuring liaisons occur with referral sources around referral denials.

Problem solves issues that arise with referrals and admissions.

Supervise the provision of program information to the client, family and/or referring agency that describes the general nature and goals of the agency and program services prior to or during the actual admission.

Oversee and assist in any verbal de-escalation in crisis situations during the admission process, according to SVFS policy and guidelines.

Ensure any special circumstances of admissions are communicated to the program directors. 

Oversee the customer experience with Open Access, ensuring reception, paperwork, and assessment completion flow efficiently and smoothly. 

Lead a collaborative effort with other agency departments, including Operations, Performance Improvement, Finance and Clinical Programs to ensure ongoing performance improvement of Open Access.

Collaborate with Program Directors on key performance indicators to ensure continuous quality improvement. 

Collaborates with Marketing team for marketing and networking activities with internal and external sources for clinical services. 

Education and/or Experience: 

Master’s degree in Social Work and LISW or LISW-S is required. Minimum two years of experience providing relevant mental health services to children birth through 18 years of age, preferred. Two-year supervisory experience. Valid Driver’s license ad proof of Auto Liability Insurance coverage required.  
 
Communication Skills: Highly developed interpersonal, oral and written communication skills. Ability to communicate significance of bottom-line results and of components of results. Ability to read, analyze and interpret common scientific and technical journals, financial reports, and legal documents.

Ability to respond to common inquiries or complaints from clients, regulatory agencies, or members of the business community.

Ability to effectively present information to Executive and employee teams as well as regulatory agencies and service providers.

Ability to communicate effectively with agency employees. 
 
Mathematical Skills: Requires high mathematical and accounting skills involving statistics, ratios, probability, fractions, and geometry. Skills required are those consistent with accounting background with an emphasis on financial analysis and managerial accounting. 
 
Technical Skills: Proficiency with MS Windows and Outlook. Basic knowledge of data collection, analysis and database programs. 
 
Reasoning Ability: Both the exceptional ability and the interest to analyze situations perceptively and to render decisions without undue delay.  Ability to manage multiple tasks, discerns relative priorities, delegate effectively, and assure timely completion of tasks.   Ability to organize and manage multiple priorities.  Ability to build strong bonds with employees and managers to foster open, honest and candid communication. Ability to manage change in an organization reengineering its culture and approach to workload management. Ability to create and maintain highest levels of confidentiality when dealing with employee and/or client information, SVFC proprietary information and sensitive situations. Ability to work and contribute as member of team.