Director, Intake Services in Southgate, Michigan at The Guidance Center

As a recognized leader in our field, The Guidance Center provides a broad range of services that have helped children, adults and families unlock potential and build better lives since 1958. With 25 programs we offer treatment, prevention, growth and education services to more than 14,200 people annually. Together we: Nurture development. Foster resilience. Cultivate well-being.

We have an exciting opportunity for a Director of Intake Services to join our team of talented professionals.

As the Director of Intake Services, you will be responsible for developing efficient, client-centered intake systems that align with regulatory requirements, payer expectations, and organizational goals while promoting high-quality care, strong customer experience, and effective utilization of services. This role oversees access, intake, screening, assessment, referral management, and placement across mental health, substance use, and co-occurring disorder programs. This role oversees multiple agency locations and operates in a union environment.

Leadership and Strategy

• Provide vision, leadership, and oversight for agency-wide intake and access services
• Develop and implement strategies to improve access, reduce wait times, and optimize client flow
• Lead continuous quality improvement initiatives related to intake, engagement, and admission processes
• Collaborate with executive leadership on growth planning, service line expansion, and system redesign

Clinical Oversight

• Ensure all intake assessments meet clinical, ethical, and regulatory standards
• Oversee risk screening, triage, and level-of-care determinations
• Support clinical decision-making for complex or high-risk cases
• Ensure trauma-informed, culturally responsive, and recovery-oriented practices

Operations and Workflow Management

• Direct daily operations of intake teams (call center, walk-in, insurance verification, referral coordination)
• Monitor key performance indicators (e.g., time to first appointment, no-show rates, staffing ratios)
• Implement standardized intake tools, documentation practices, and workflows
• Optimize use of electronic health records (EHR) and data systems
• Ensure clients, families, and other visitors consistently receive exceptional customer service.

Staff Supervision and Development

• Supervise Intake leaders, clinicians, access and support staff
• Recruit, train, evaluate and retain high-performing staff
• Provide clinical supervision and professional development opportunities
• Foster a culture of accountability, collaboration, and service excellence

Quality and Compliance

• Develop, implement, and enforce program policies, procedures, and protocols.
• Address client complaints, incidents, and risk issues related to access services
• Maintain audit readiness and oversee documentation quality
• Ensure compliance with Federal, State, Medicaid, and The Joint Commission accreditation standards
• Participate in the Total Quality Management (TQM) Committee; implement and monitor quality improvement initiatives within assigned areas.
• Use intake and access data to inform decision-making and system improvements
• Develop dashboards and reports for leadership
• Use data to identify disparities in access and implement equity-focused solutions

Collaborative Partnerships and Community Relations

• Develop and maintain collaborative relationships with internal teams and external community partners.
• Participate in assessment of community needs and service gaps.
• Work cross-functionally to reduce barriers and enhance services.
• Build and maintain relationships with referral sources, hospitals, crisis systems, and community partners.
• Represent the agency in community forums related to access and system navigation.

Other Responsibilities

• Carry an agency cell phone as needed.
• Adhere to professional codes of ethics and agency policies and procedures.
• Participate in committees, task forces, and work groups as assigned.
• Perform other duties as assigned.

Knowledge, Skills & Abilities

• Demonstrated cultural humility and sensitivity to the diverse needs of individuals and families.
• Effective interpersonal communication, organization, flexibility, patience, and creativity.
• Ability to assess and intervene in crisis situations and complex systems.
• Ability to effectively and efficiently navigate multiple software and data platforms.

Professional Development & Additional Requirements

• Complete a minimum of 24 hours of agency requirements-
• Complete position-specific training / certifications annually.
• Maintain professional licensure

Work Schedule

• Regular hours: Monday–Thursday, 8:30 a.m.–8:00 p.m.; Friday, 8:30 a.m.–5:00 p.m.
• Additional evening or weekend hours may be required based on program needs.

To qualify for this position, you must have the following:

• Master’s degree in Social Work, Psychology, Counseling, or a related mental health field, with corresponding full State of Michigan licensure (or eligibility).
• Minimum five (5) years of progressive leadership experience in programs serving clients with serious emotional disturbance (SED), and/or serious mental illness (SMI) and/or substance use disorders (SUD). CAADC preferred.
• Meets criteria for Qualified Mental Health Professional (QMHP), Certified Children’s Mental Health Professional (CMHP) and Qualified Intellectual Disability Professional (QIDP) within 120 days of hire.
• Demonstrated experience managing intake, admissions, or access systems
• Strong knowledge of behavioral health service delivery, levels of care, and clinical assessment
• Valid driver’s license and favorable driving record