Job Title: Intake Officer

Reports To: Clinical Supervisor

Job Type: Full-Time

The Intake Officer is responsible for handling the initial intake process of clients seeking admission into our inpatient center. This role involves conducting thorough assessments, gathering relevant medical and personal history, and ensuring clients are eligible for treatment based on our facility’s criteria. The Intake Officer works closely with clinical and administrative teams to ensure that each client’s transition into care is smooth and supportive.

Key Responsibilities:

Client Intake and Assessment:

· Manage the requests that come in via phone, Salesforce and HelpCrunch

· Conduct initial interviews via email and telephone with clients and their families to assess treatment needs, ensuring they “qualify “and that all required documentation is completed.

· Review and verify clients’ medical, psychological, and social history to determine suitability for treatment.

· Assess the immediate risk factors, such as suicidal ideation or withdrawal symptoms, and report concerns to clinical supervisor.

· Collaborate with medical and counseling teams to create personalized treatment plans for new clients.

Data Collection and Documentation:

· Accurately record all client information into the Salesforce system, ensuring data is secure and confidential.

· Gather insurance information and verify coverage details.

· Schedule virtual (MS Teams) Meet and Greets with Clinical Supervisor and Executive Director for client assessment and suitability

· Follow-up on missing information, to ensure all is obtained in time for meet and greets

· Follow-up on with Clinical Supervisor and Executive Director decision for intakes

· Schedule Intake Assessment and Admission date

· Maintain updated records of client progress throughout the intake process, including Close Out

Communication and Coordination:

· Serve as the primary point of contact for potential clients and their families, providing clear and compassionate information about the center's services.

· Coordinate with other departments, including clinical and administrative teams, to facilitate a smooth admission process.

· Provide clients and families with detailed explanations of the center’s policies, fees, and treatment programs.

Crisis Management:

· Identify high-risk cases, offering immediate support and referrals to emergency services when necessary.

· Provide compassionate guidance to clients in distress and ensure their emotional well-being during the intake process.

Compliance and Confidentiality:

· Adhere to Dunham House’s client confidentiality protocols regarding client information.

· Stay informed about state and federal regulations concerning addiction treatment and rehabilitation services.

Qualifications:

Education:

· Bachelor’s degree in psychology, social work, counseling, or a related field (preferred).

· Certification in substance abuse counseling or related fields (a plus).

Experience:

· Minimum of 2 years’ experience in an intake, admissions, or similar role in a healthcare or addiction treatment setting.

· Knowledge of addiction and recovery processes is preferred.

Skills:

· Strong interpersonal skills and the ability to communicate effectively with clients and families from diverse backgrounds.

o Excellent organizational skills and attention to detail.

o Ability to handle sensitive and confidential information.

o Proficient in the use of Salesforce systems and Microsoft Office Suite.

o Ability to work well under pressure and manage crises as they arise.

Personal Attributes:

· Compassionate and empathetic approach to working with individuals struggling with addiction.

· High level of emotional intelligence and ability to remain calm under stressful circumstances.

· Strong ethical standards and commitment to maintaining client confidentiality.

Working Conditions:

This is a full-time position with a typical work schedule of Monday to Friday, with occasional evenings or weekends as needed.

The role requires working in a clinical environment where clients may be experiencing distress or withdrawal symptoms.

Benefits:

• Competitive salary commensurate with experience.

• Paid time off and holidays.

• Opportunities for professional development

Job Type: Full-time

Pay: From $28.00 per hour

Expected hours: 40 per week

Schedule:

• Day shift
• Monday to Friday
• Weekends as needed

Work Location: Hybrid remote in Montréal, QC H4A 3L5