POSITION PURPOSE

The Intake & Outreach Director provides strategic, operational, and spiritual leadership for Gospel Rescue Mission's Intake and Outreach functions. Reporting to the Senior Program Director, this position leads through the Intake Manager and Outreach Manager and ensures that people experiencing homelessness or crisis can connect with GRM through a compassionate, organized, safe, and consistent process.

The Director is responsible for the full access pathway into GRM - from street and community outreach, referrals, and initial connection through eligibility screening, assessment, admission, orientation, placement, documentation, and connection to ongoing GRM programs and community resources.

Because Intake and Outreach are often the first point of contact with Gospel Rescue Mission, the Director ensures each person is treated with dignity, receives accurate information, is assessed consistently, and is connected to the most appropriate available service. The Director strengthens access, communication, data quality, community presence, and continuity between outreach and program entry so GRM can respond wisely to immediate needs while opening a pathway toward hope, restoration, and lasting transformation.

The Director is not expected to personally manage every frontline interaction or daily operational detail. The Intake Manager and Outreach Manager are empowered to lead their respective functions with appropriate authority and accountability. The Director ensures those leaders are equipped, aligned, accountable, working as one team, and producing results.

DIRECTOR LEADERSHIP

The Intake & Outreach Director is responsible for the overall health, performance, integration, and development of the Intake and Outreach functions.

•  Translate GRM's strategic and program priorities into clear Intake and Outreach goals, initiatives, work plans, and measurable outcomes.

•  Create and protect a coordinated service pathway from community contact and referral through screening, intake, orientation, placement, and connection to ongoing GRM services.

•  Ensure Intake and Outreach procedures reflect GRM's Mission, Values, Code of Ethics, policies, safety expectations, and Standards of Excellence.

•  Provide the Senior Program Director with timely, accurate, and transparent information regarding service demand, access barriers, staffing, safety concerns, trends, outcomes, risks, and opportunities.

•  Ensure departmental priorities move from discussion to execution with clear ownership, timelines, follow-through, and accountability.

•  Maintain appropriate visibility within Intake, Outreach, and related guest-service areas while leading at the Director level rather than becoming the daily operator.

•  Represent GRM professionally and Christ-honorably with guests, employees, volunteers, churches, agencies, community partners, and other stakeholders.

LEAD THE LEADERS

One of the Director's most important responsibilities is developing strong, capable Intake and Outreach Managers and building leadership capacity beneath them.

•  Lead, coach, mentor, pray with, encourage, challenge, and develop the Intake Manager and Outreach Manager.

•  Establish clear expectations, authority, service standards, goals, performance measures, and accountability for each Manager.

•  Give Managers appropriate authority to lead daily operations and accomplish assigned responsibilities.

•  Practice empowerment rather than micromanagement; coach rather than routinely taking over responsibilities that belong to Managers.

•  Conduct regular leadership meetings and one-on-ones to review priorities, people, service demand, barriers, outcomes, risks, and leadership development.

•  Address performance concerns promptly, directly, respectfully, and consistently in partnership with Human Resources and the Senior Program Director as appropriate.

•  Require Managers to develop their teams, delegate appropriately, build bench strength, and prepare emerging leaders for increased responsibility.

•  Encourage ownership, initiative, healthy communication, direct problem-solving, collaboration, and accountability across both functions.

•  Recognize excellent performance and celebrate individual and team growth.

The Director's success should increasingly be visible through the strength of the Managers and teams, not simply through what the Director personally accomplishes.

INTAKE LEADERSHIP

•  Provide strategic oversight of eligibility screening, assessment, admission, orientation, placement, waitlists, referrals, documentation, and connection to GRM programs.

•  Ensure Intake practices are consistent, fair, compassionate, safe, trauma-informed, person-centered, and aligned with available capacity and approved program requirements.

•  Strengthen communication and handoffs between Intake, Guest Services, Recovery, Shelter, Workforce Development, Pastoral Care, Aftercare, and other appropriate GRM functions.

•  Ensure guests receive clear and accurate information regarding available services, expectations, next steps, and alternatives when GRM cannot immediately meet a need.

•  Monitor access barriers, turnaway reasons, waitlists, admission trends, placement outcomes, and recurring service gaps; lead improvements where appropriate.

•  Ensure the Intake Manager maintains effective workflows, staffing practices, training, documentation, and quality-assurance processes.

OUTREACH LEADERSHIP

•  Provide strategic oversight of street and community outreach, community presence, relationship development, referrals, resource distribution, service connections, and pathways into GRM.

•  Ensure Outreach reflects GRM's Christ-centered Mission and treats people with dignity, compassion, safety, consistency, and appropriate boundaries.

•  Strengthen the connection between outreach contacts and meaningful next steps, including GRM services, community resources, transportation, referrals, and other appropriate interventions.

•  Evaluate outreach locations, activities, partnerships, demand, barriers, outcomes, and opportunities to improve reach and effectiveness.

•  Ensure the Outreach Manager develops strong community relationships and leads employees and volunteers with clear standards and accountability.

•  Use outreach data and outcomes to guide priorities, resource deployment, partnerships, and continuous improvement.

ACCESS PATHWAY & PROGRAM INTEGRATION

Intake and Outreach must function as one coordinated access pathway rather than as separate silos.

•  Establish clear communication, referral, and handoff practices between Outreach and Intake.

•  Ensure people encountered through Outreach receive accurate information about GRM services, eligibility, capacity, and next steps.

•  Work with Program leadership to improve continuity from first contact through admission, placement, and ongoing services.

•  Collaborate with Guest Services and other GRM departments to reduce unnecessary barriers, duplication, gaps, and inconsistent communication.

•  Bring affected departments to the table when service changes, access issues, or operational decisions affect the broader guest journey.

•  Promote a guest experience that balances compassion, dignity, safety, accountability, available capacity, and consistent application of program requirements.

COMMUNITY PARTNERSHIPS & EXTERNAL ENGAGEMENT

•  Develop and maintain strong relationships with community agencies, referral sources, churches, ministries, service providers, first responders, public systems, and other partners that support people experiencing homelessness or crisis.

•  Communicate appropriately with partners regarding service availability, referral requirements, access barriers, and follow-up while protecting confidential information.

•  Identify opportunities to strengthen referral pathways, reduce service gaps, improve coordination, and expand appropriate access to resources.

•  Represent GRM's Mission, programs, access practices, and service expectations accurately and professionally in community settings.

•  Ensure partnerships support GRM's Mission and do not compromise program standards, guest dignity, confidentiality, or organizational boundaries.

OPERATIONS, SAFETY & QUALITY ASSURANCE

•  Develop, maintain, and implement Intake and Outreach procedures, workflows, program manuals, training resources, documentation standards, service standards, and quality-assurance practices in collaboration with the Senior Program Director.

•  Monitor compliance with GRM policies, confidentiality standards, mandated-reporting responsibilities, safety procedures, applicable requirements, and contractual expectations.

•  Ensure suspected abuse, neglect, exploitation, threats, safety concerns, and other reportable incidents are documented and elevated promptly to designated leaders and authorities.

•  Ensure accurate, timely, objective, and confidential records are maintained in approved guest-record, referral, scheduling, and reporting systems.

•  Support internal reviews, audits, corrective actions, and continuous-improvement efforts related to Intake and Outreach.

•  Use incident trends, service data, guest feedback, partner input, employee observations, and access outcomes to strengthen systems and prevent recurring problems.

EXECUTION & ACCOUNTABILITY

The Director is responsible for creating a departmental rhythm where priorities are clear, commitments are followed through, and leaders are accountable for results.

•  Monitor progress toward weekly, monthly, quarterly, and annual goals in accordance with approved GRM benchmarks and the strategic plan.

•  Prepare accurate weekly and periodic reports regarding intake activity, outreach contacts, referrals, admissions, placements, waitlists, barriers, incidents, staffing, and priorities, as directed.

•  Establish meaningful measures for access, timeliness, referral effectiveness, admissions, placements, outreach engagement, service connections, documentation quality, safety, and other appropriate outcomes.

•  Use data to evaluate performance, identify gaps, allocate resources, improve processes, and guide decisions.

•  Ensure decisions result in action, ownership, follow-through, and measurable results.

•  Continually evaluate staffing structures, workflows, systems, schedules, communication practices, and processes for effectiveness and scalability.

FINANCIAL STEWARDSHIP

In partnership with the Senior Program Director and Finance leadership, the Intake & Outreach Director will:

•  Develop, monitor, and responsibly manage assigned Intake and Outreach budgets and resources.

•  Review and approve department expenditures within delegated authority.

•  Ensure responsible stewardship of GRM funds, vehicles, fuel, supplies, technology, equipment, donations, time, and other resources.

•  Monitor significant budget variances and communicate concerns early.

•  Evaluate resource deployment based on service demand, mission impact, effectiveness, and stewardship.

•  Identify opportunities to improve efficiency while protecting safety, service quality, community presence, and guest care.

•  Ensure Managers understand responsibility for stewardship and operate within approved budgets and purchasing practices.

Finance retains responsibility for financial controls, accounting, reporting, compliance, and financial accuracy.

PARTNERSHIP WITH HUMAN RESOURCES

Human Resources retains responsibility and authority for HR policy, employment practices, compliance, personnel administration, and HR systems.

The Intake & Outreach Director is responsible for effectively leading and developing the people within Intake and Outreach while partnering with Human Resources regarding recruitment, staffing, performance management, corrective action, employee relations, leadership development, and other personnel matters.

The Director will address leadership and performance concerns directly while ensuring employment actions and personnel processes follow GRM's established HR policies and practices.

THE GRM WAY - CULTURE & LEADERSHIP

The Intake & Outreach Director is expected to model, protect, and reinforce the culture and leadership standards established in the GRM Culture & Leadership Guide.

The Director will lead with Christ-centered servant leadership, integrity, accountability, excellence, collaboration, courage, clarity, stewardship, and empowerment. This leader is expected to develop others, address issues directly, speak truth with grace, encourage ownership and healthy communication, lead across departments rather than in silos, and ensure Intake and Outreach consistently reflect GRM's Mission, Vision, Values, and leadership expectations.

The Director is expected to give people clarity and room to lead rather than create dependence through micromanagement; to focus on results that matter rather than activity alone; to work smarter, not simply harder; to remain teachable and accountable; and to model healthy, sustainable leadership, recognizing self-care as stewardship.

As a condition of leadership at Gospel Rescue Mission, the Director will be required to read, agree to, sign, and lead in accordance with the GRM Culture & Leadership Guide - living it, leading it, protecting it, and passing it on.

CHRIST-CENTERED LEADERSHIP

The Intake & Outreach Director must be a Christian living a life dedicated to Jesus Christ and committed to being an instrument of God's love, grace, hope, and forgiveness to others.

•  Have a personal relationship with Jesus Christ as Lord and Savior.

•  Agree in principle and practice with GRM's Statement of Faith.

•  Uphold GRM's Mission, Core Values, and Christian Code of Conduct, maintaining a lifestyle of integrity, honesty, and responsibility.

•  Model Christ-like character through personal actions, words, relationships, decisions, and attitudes.

•  Lead with grace and truth, humility, courage, wisdom, love, and appropriate accountability.

•  Pray with and for employees, leaders, guests, and the Mission as appropriate.

•  Participate in staff devotions, prayer gatherings, and other spiritual activities.

QUALIFICATIONS

•  Bachelor's degree in social services, behavioral health, counseling, organizational leadership, ministry, business administration, or a related field. Five or more years of directly related, progressively responsible experience may be considered in lieu of a degree.

•  At least five years of progressively responsible experience in homeless services, outreach, intake, coordinated entry, crisis services, recovery services, supportive or transitional housing, behavioral health, pastoral leadership, human services, or a comparable mission-driven program.

•  Demonstrated experience serving individuals affected by homelessness, substance use disorders, trauma, mental-health concerns, justice-system involvement, poverty, or other significant barriers to stability.

•  Demonstrated experience leading managers, employees, or significant teams and developing others through coaching, delegation, accountability, and performance management.

•  Experience integrating multiple programs or service functions and leading initiatives that improve continuity of care, participant outcomes, access, or operational effectiveness.

•  Working knowledge of recovery-oriented, trauma-informed, person-centered, culturally responsive, and strengths-based service practices.

•  Experience with program documentation, outcome measurement, quality assurance, budgets, risk management, and community partnerships.

•  Strong conflict-resolution, de-escalation, crisis-management, relationship-building, active-listening, presentation, documentation, and analytical skills.

•  Ability to manage competing priorities, remain organized, meet deadlines, and stay composed in unpredictable or high-pressure situations.

•  Proficiency with Microsoft Office and business software, with the ability to learn and adapt quickly to web-based guest-record, referral, scheduling, and reporting systems.

•  Valid Arizona Driver License and an acceptable driving record that meets GRM's insurance and driving requirements.

•  Bilingual English/Spanish proficiency preferred.

WORKING ENVIRONMENT & PHYSICAL DEMANDS

•  The population GRM serves is frequently in crisis. This work may involve exposure to trauma, conflict, illness, behavioral-health concerns, and emotionally difficult situations.

•  The Director must maintain appropriate professional boundaries, sound judgment, confidentiality, and a calm, compassionate leadership presence.

•  GRM recognizes that compassion fatigue is real and strongly promotes employee self-care and sustainable leadership.

•  Some local travel to other locations, community outreach sites, meetings, and other business-related activities is required.

•  Requires frequent sitting, standing, and walking and may require lifting, carrying, pushing, or pulling objects weighing up to 50 pounds.

•  A flexible schedule may occasionally be required to support outreach, intake operations, community events, evenings, weekends, or urgent situations.

PROFESSIONAL DEVELOPMENT

•  Complete onboarding, OPPD, required leadership training, and other professional-development requirements assigned by the Senior Program Director or GRM.

•  Attend staff, leadership, departmental, and other meetings as directed.

•  Remain current on relevant practices in homeless services, outreach, intake, coordinated access, crisis response, trauma-informed care, leadership, and nonprofit operations.

•  Perform other duties as assigned.

EMPLOYMENT REQUIREMENTS

Consistent with our formation and purpose, all employees of Gospel Rescue Mission, upon hire and continuously while employed, must meet GRM's faith-aligned employment requirements. This position is designated BFOQ (Bona Fide Occupational Qualification) faith aligned.

SUCCESS IN THIS ROLE

Success is demonstrated when Outreach and Intake operate as one coordinated access pathway; the Intake and Outreach Managers lead their functions with confidence, ownership, and accountability; people seeking help experience dignity, clarity, safety, and consistent processes; community partnerships and referral pathways are strong; documentation and data are reliable; service barriers and turn away trends are understood and addressed; goals and resources are managed responsibly; cross-department communication is effective; and the Director is building strong leaders and systems that do not depend on unnecessary Director intervention.

GRACE-BASED ENVIRONMENT

Gospel Rescue Mission is a 501(c)(3) not-for-profit religious organization providing social service programs to individuals experiencing homelessness and those in need. Everything we do in this ministry should be centered on God's will and honor the name of Jesus Christ.

Employees are expected to model Christ-like attributes and values; maintain an environment of grace, truth, love, transparency, and accountability; build healthy and compassionate relationships while maintaining appropriate boundaries; demonstrate integrity and responsibility; pray with guests and employees; and support the Vision, Mission, and Values of Gospel Rescue Mission.

Gospel Rescue Mission completes applicable background checks, drug testing, and motor vehicle authorization during the conditional offer stage.