The Regional Director of Outreach and Community Relations is responsible for overseeing and guiding a team of Client Care Navigators who assist individuals seeking treatment for substance use disorders. This leadership position involves managing and supporting the team, ensuring high-quality care and compassionate support for clients, maintaining efficient referral and intake processes, and building as well as maintaining referral source relationships. The supervisor will work closely with other departments, provide team training and development, and ensure adherence to all policies and procedures related to client intake and care. The role also involves fostering a positive team environment, monitoring performance, and collaborating with external partners to meet client needs.

• Supervise and lead a team of Client Care Navigators, providing guidance, mentorship, and support to ensure effective performance.
• Conduct regular team meetings, provide ongoing training, and foster a collaborative and positive team environment.
• Set clear expectations, goals, and priorities for the team, and ensure the team is equipped with the tools and resources needed to succeed.
• Ensure that Client Care Navigators provide compassionate and efficient support to clients throughout the referral and intake process.
• Monitor and review client intake processes, ensuring that the team handles referrals promptly and with care, addressing client concerns and questions.
• Oversee the communication and coordination between clients, families, healthcare providers, and community partners to ensure smooth transitions into treatment.
• Monitor the efficiency and effectiveness of the referral process and identify opportunities for improvement or streamlining.
• Monitor team performance through key metrics (e.g., referral response time, client satisfaction) and track progress toward goals.
• Conduct performance evaluations, provide constructive feedback, and develop professional development plans for each team member.
• Prepare and present reports on referral and intake statistics, team performance, and any challenges or trends to senior leadership.
• Develop and implement training programs for Client Care Navigators to improve knowledge, skills, and understanding of the intake process, substance use treatment, and client care best practices.
• Stay current on industry trends, treatment methodologies, and regulatory changes, and incorporate this knowledge into team training sessions.
• Address and resolve any conflicts or concerns that arise among the team or with clients.
• Serve as an advocate for clients in navigating barriers to treatment and provide escalation support when necessary.
• Ensure compliance with confidentiality standards (HIPAA) and organizational policies during the intake and referral process.
• Ensure that the team follows best practices in client care, documentation, and record-keeping, and conducts regular audits to verify adherence to standards.
• Maintain up-to-date knowledge of substance abuse treatment protocols, referral processes, and community resources.
• Collaborate with other departments (e.g., case management, admissions, medical staff) to ensure comprehensive client care and seamless experience for those seeking treatment.
• Build and maintain relationships with external referral sources, community organizations, and healthcare providers to enhance the intake process and access to care.
• Advocate for clients and support coordination of services to remove barriers to treatment.

Required Skills & Competencies

• Experience in crisis intervention and conflict resolution (can be acquired post-hire). 
• Ability to work in a fast-paced, dynamic environment. 
• Strong leadership skills and the ability to motivate a team 

Education

• Minimum Associate degree in Business Management, or two years of relevant experience, or completion of the IH Intern Program 

Experience

• Strong knowledge of addiction and substance abuse treatment.
• Established relationships with community service organizations and public agencies. 

MANDATORY REQUIREMENTS: 

• Adheres to Isaiah House policies and procedures. 
• Attends mandatory in-services and other training/educational programs as required.
• Valid Kentucky driver’s license.