Reference #: 5001015468106Director, Access to Care and Intake (ATC)3300 Henry Ave, Philadelphia, Pennsylvania 19129

　　Pay Range: $65,000 to $80,000 depending on experienceSchedule: M-F 8am to 4pmPOSITION SUMMARY:  The Director, Access to Care and Intake (ATC), oversees the intake process for Elwyn's Children's Behavioral Health Services (CBHS) and Early Learning Services (ELS) programs; manages the daily operations of the call center including management and supervision of the call center staff; provides supervision, guidance, and monitoring of the intake process; conducts ongoing assessment of Intake Coordinators to ensure consistent, high-quality customer experience in each of the programs; monitors daily productivity, referral activity, individual responsiveness, and timelines to drive positive outcomes; ensures that the program maintains compliance with programs, state and/or federal regulations at the point of intake; and works with stakeholders to advance the ATC program including development, alignment, implementation, and growth of the program and systems which will maximize the ability of the ATC to serve more individuals across the organization.DUTIES AND RESPONSIBILITIESEnsure responsiveness to incoming phone calls for families inquiring about Early Intervention and/or Children's Behavioral Health Services and/or Education Services for children in the city of Philadelphia, City of Chester, and Delaware County through training, evaluation, and monitoring of intake staff while modeling and expecting a high quality, customer-friendly approachDevelop, implement, and maintain compliance with the Children's Behavioral Health and Early Learning Services intake processes and confirm standard operating procedures are followed for all incoming calls and inquiries from all families, school districts, referents and other stakeholders inquiring about services for children at ElwynDevelop a process of inquiry and triage for the various calls coming into the center, confirm that all referrals follow the Intake department workflow; ensure consistency of workflow through the development, implementation, and use of scripts, step sheets and checklists including but not limited to general inquiries about services, requests for evaluation for Early Intervention/Special Education, requests for behavioral health services, call backs and reschedule requests, transition at three, school referralsRespond to families and service providers upon request, conduct initial intakes, schedule and/or re-schedule evaluations, and Individual Education Plan (IEP) processes; collect basic demographic intake information regarding the child necessary to recommend specific evaluation discipline representatives to be included on the Multidisciplinary Evaluation (MDE) teamMonitor and track pace, flow, and team and individual productivity of the intake process to make recommendations and changes as necessary to ensure maximum team performanceEnsure data integrity by conducting quality review audits, running reports, cross referencing and direct observation and call monitoring, maintain team productivity by ensuring a minimum standard of team and individual performance by tracking metrics such as call quality scores, handle time, availability time, answer rate, and staff timeProvide supervision of assigned staff in the areas including, but not limited to, recruitment, selection, leadership, coaching, training, performance management, promotion, discipline and terminationConduct daily, weekly, and monthly monitoring of data input; collect and use data to inform a solutions-focused approach to intervention by identifying system blockages, bottlenecks, inefficiencies; devise, vet, and implement a quality improvement plan strategy in order to maintain timeliness, compliance, and a high-quality customer experience, conduct periodic reviewing Intake Coordinator inputs, ensure that intake process is moving forward in accordance with interna protocols and regulationsManage client data using Elwyn Early Learning Services Electronic Record (SPROUT) and state-wide data systems such as Pennsylvania's Enterprise to Link Information for Children Across Networks (PELICAN) for purposes of timeline complianceManage various applications and/or tools related to managing an intake process for multiple service lines, including but not limited to Salesforce, Data Warehouse, and/or other Customer Relationship Management (CRM) tools by ensuring that child information is entered into the correct system, and ensuring a consistent workflow across systems to provide a comprehensive profile for children entering the system and ensuring access to appropriate s children's programsWork cooperatively and collaboratively with referral sources in the city including public health centers, preschools, childcare centers, and the Infant Toddler Early Intervention, Community Behavioral Health (CBH), or other stakeholder system to ensure the timely intake and evaluation of preschool children in the City of PhiladelphiaPerform announced and unannounced quality checks via monitoring of phone calls and required documentation including, but not limited to, child records, SPROUT/PELICAN entries, Permission to Evaluate formConduct ongoing program development and program improvement activities for the intake department by developing training content, performing regular productivity and compliance checks setting monthly performance targets and benchmarks, and through the use of customer surveys; write and revise intake policies as requiredConduct employee engagement activities and teamwork/ team building initiatives, foster a culture of cooperation, collaboration and support strong team leadership by establishing a system of intake office incentives, acknowledgements, team challenges, motivators and rewards and fostering a positive, supportive and comfortable work environment and by attending to the work-related needs of the teamAdhere to all operational excellence standards related to providing a welcoming environment which includes answering and responding to all inquiries (phone/fax) professionally and in live time within 48 hoursWork collaboratively with the Director of Professional Development to identify ongoing training and workforce development needs for Intake staff at the point of intakeConfirm the language line is used as needed for non-English speaking callers; confirm interpreters are scheduled for all meetings, when applicablePerform other duties as assignedEDUCATION/SKILLS/EXPERIENCE REQUIREMENTS:High school diploma or graduate equivalency diploma (GED); bachelor's degree or equivalent experience in early childhood education, special education, human services, behavioral health, communications, or related field highly desiredSeven (7) years of experience in customer service and/or call center managementFive (5) years of supervisory experience in a call center setting; human services, behavioral health, and/or educational setting strongly preferredDemonstrated expertise in developing, implementing, and maintaining compliance with intake processes and confirming standard operating procedures are followed for all incoming calls and inquiriesDemonstrated strong, well-balanced leadership skillsDemonstrated abilities to conduct ongoing program development and program improvement activities for an intake department, developing training content, performing regular productivity and compliance checks, setting monthly performance targets and benchmarks, and using customer surveysDemonstrated expertise in writing and revising intake policiesDemonstrated strong ability to manage various applications and/or tools related to managing a