Call Center Supervisor- Intake

About Mystis

Mystis Adult & Family Services WA is a people-first organization helping individuals and families navigate housing, behavioral health, and essential support services. Our mission is to bridge the gap between need and access — ensuring every person who reaches out to us is met with compassion, professionalism, and a clear path to help.

The
Call Center Supervisor – Intakes
plays a critical leadership role in shaping how new clients experience Mystis. This position ensures that every intake call is not just processed efficiently, but handled with
empathy, respect, and trauma-informed care
.

Position Summary

The Call Center Supervisor oversees the daily operations of the
Intake Call Center
, where staff respond to new inquiries, complete eligibility screenings, gather demographic and service information, and connect clients with the appropriate caseworker or program.

This role combines operational oversight with leadership and mentoring — ensuring high-quality, compassionate client service while meeting program standards and compliance requirements. The supervisor will serve as a bridge between intake staff, program teams, and leadership, ensuring smooth communication and timely client engagement.

Key Responsibilities
Client Intake Operations

• Oversee all inbound and outbound intake calls, ensuring staff respond to clients promptly and accurately.
• Ensure consistent use of approved intake scripts, forms, and eligibility criteria.
• Review and monitor staff documentation for accuracy, completeness, and compliance with program standards (e.g., HMIS, Apricot, Salesforce).
• Coordinate closely with case management, housing, and behavioral health teams to route referrals and schedule follow-ups.
• Support staff in handling sensitive or complex client situations, using trauma-informed and culturally responsive approaches.

Leadership & Staff Development

• Supervise a team of Intake Specialists / Call Center Representatives.
• Provide regular coaching, training, and support to ensure high-quality client engagement.
• Conduct one-on-one supervisions, performance evaluations, and skill-building sessions.
• Foster a supportive, mission-driven team environment focused on collaboration, growth, and accountability.
• Model professional communication and problem-solving with clients and colleagues.

Quality & Compliance

• Track key performance metrics (e.g., average response time, completed intakes, referral conversion, client satisfaction).
• Ensure confidentiality, HIPAA compliance, and adherence to Mystis and partner agency policies.
• Participate in quality assurance reviews, audits, and program improvement initiatives.
• Provide daily, weekly, and monthly reporting to management on call center performance and trends.

Collaboration & Communication

• Act as a liaison between the intake team and program departments to ensure efficient referral flow and feedback loops.
• Work with leadership to identify gaps or barriers in the intake process and propose improvements.
• Partner with the training and quality teams to update intake scripts, resources, and workflows as programs evolve.

Qualifications

Required:

• 3+ years of experience in social services, case management, or client intake coordination.
• 1+ year of experience in a supervisory, team lead, or training role.
• Strong understanding of trauma-informed and client-centered approaches.
• Excellent communication, organizational, and coaching skills.
• Ability to maintain professionalism and empathy when supporting clients in crisis.
• Experience with call center software, EHR, or CRM systems used for tracking intakes and referrals.

Preferred:

• Experience in housing, behavioral health, or care management environments.
• Knowledge of Washington State social service systems and community resources.
• Bilingual proficiency in Spanish, Russian, Vietnamese, or another community language.

Working Conditions

• Standard office or hybrid environment.
• Frequent phone-based communication with clients and service partners.
• May involve occasional evenings or weekends during peak demand periods.
• Emotional resilience required to support clients experiencing hardship or crisis.

Why This Role Matters

As the Call Center Supervisor for Intakes, you'll shape the first impression many clients ever have of Mystis. You'll lead a team that listens, supports, and connects people in need — turning phone calls into life-changing outcomes.

If you believe in service with empathy, leadership with purpose, and systems that work for people — this role is your opportunity to make an impact that matters.