Intake Program Director - Iowa CCBHC

At Heartland Family Service, we are committed to building a culture that is trauma informed and values and celebrates diversity and inclusion. We believe this allows for better service delivery and innovation, as it encourages our employees to bring various experiences and uniqueness to the workplace.

Trauma Informed Care is an approach to engaging people with histories of trauma that recognizes the presence of trauma symptoms and acknowledges the role that trauma has played in their lives.  Trauma Informed Care also acknowledges the effects of working with trauma survivors on our workforce and seeks to build collaborative and supportive working environments and relationships.

If you believe in our mission of creating healthy families and communities, and like a fast pace, collaborative and team-oriented environment, then Heartland Family Service is the agency for you. 

SUMMARY DESCRIPTION OF WORK

The Intake Program Director oversees the strategic planning, implementation, and daily operations of the agency’s intake system, ensuring timely, equitable, and appropriate access to services. This role is responsible for supervising intake staff, developing standardized screening and triage protocols, coordinating referrals across programs, and ensuring compliance with regulatory standards and funding requirements. The Program Director collaborates with internal departments and community partners to streamline access to care, reduce barriers for individuals and families seeking services, and maintain a client-centered approach that reflects the agency’s mission and values.

Work Schedule: 40 hours per week

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MINIMUM QUALIFICATIONS

• Master’s Degree in a related field or Bachelor’s Degree with five years’ experience
• Five years’ experience working with Human Service Programs
• Management or Supervisory experience
• Valid Driver's License and acceptable driving record
• Data Management Experience (Access, Excel)

Essential Duties and Responsibilities

• Develop, implement, and manage all aspects of the centralized intake system to ensure efficient and equitable access to behavioral health services.
• Establish policies, procedures, and workflows for intake, screening, triage, and referral processes across all service lines.
• Hire, train, supervise, and evaluate intake and administrative staff; provide operational support as needed.
• Facilitate ongoing staff training on trauma-informed care, cultural competence, and regulatory compliance.
• Oversee standardized assessments and ensure appropriate triage based on clinical urgency, level of care, and client needs.
• Monitor and evaluate key performance indicators (e.g., wait times, referral outcomes, access disparities) to improve program effectiveness.
• Monitor documentation and maintain accurate records in compliance with HIPAA and agency policies.
• Use data, feedback, and best practices to continuously enhance the intake process and improve client engagement and satisfaction.
• Identify and address systemic barriers to access, including language, technology, or socioeconomic challenges.
• Represent the agency as a liaison with other community providers, professionals, and organizations.
• Display a courteous and caring attitude at all times to the clientele, volunteers, and visitors of the agency.
• Cooperate and collaborate with program area staff, volunteers, and other agency staff.
• Maintain regular, prompt attendance at the office on a consistent and reliable basis.
• Abide by all specific program and Agency procedures, policies, and requirements.
• Develop personal and program related skills through participation in internal and external training opportunities including printed material and audio and/or visual media.
• * Creates, maintains, and shares as appropriate a dynamic self-care plan.
• *Strives to make connections between the agency and the larger community whenever possible to contribute to the agency’s ongoing fundraising and friend-raising efforts.
• *Essential functions of this job are to be performed on company physical work site.
• Perform other program related duties as assigned.