Residential Outreach Manager

Residential Outreach Manager (Excelsior House)

This is a full-time and on-site position based in Inglewood, CA . Candidates must be able to travel between Inglewood, Culver City and Pacoima sites as needed.

The pay range for this role is between $86,031 - $98,936 annually.

Ask us about loan repayment programs you may qualify for by working at Didi Hirsch.

About Didi Hirsch

Didi Hirsch Mental Health Services has been a national leader in whole-person mental health, crisis care, and substance use services since 1942 and is home to the nation's first Suicide Prevention Center. We are a nonprofit organization providing care to about 290,000 people annually across our programs. Didi Hirsch has deep roots in community-based mental health and a commitment to providing culturally responsive services that are just and equitable. More than 1,000 dedicated employees and volunteers make Didi Hirsch's work possible.

Summary

As the Residential Outreach Manager, you will build and maintain referral partnerships with hospitals, child welfare agencies, probation departments, schools, emergency departments, and community-based providers to support access to residential behavioral health services for young adults. Serving as the primary liaison for our Crisis Residential Treatment Center (Excelsior) and Substance Use Residential Treatment Program (Via Avanta), you will strengthen referral pathways, provide outreach and education to community partners, and help ensure clients are appropriately matched to care. Working across both residential sites and in the community, you will play a key role in increasing referral volume, maximizing bed utilization, reducing admission barriers, and supporting client engagement strategies that promote retention and successful program completion.

Primary Duties

Partnership Development & Management

• Develops, builds, and maintains formal referral partnerships with hospitals, county systems, schools, probation, child welfare agencies, and community-based providers, especially those who work with young adults.
• Cultivates and deepens partnerships that currently exist to enhance client enrollment.
• Establishes clear referral protocols, communication pathways, and response timelines with key stakeholders.
• Serves as the primary point of contact for referral partners to strengthen trust, consistency, and coordination.

Outreach, Education & System Engagement

• Conducts regular outreach activities, including presentations, information sessions, trainings, and case consultation with external partners, with the goal of increasing enrollment.
• Educates referral sources on program criteria, admission processes, clinical appropriateness, and available levels of care.
• Represents residential programs at community meetings, interagency forums, and system-wide coordination bodies.
• Supports development and distribution of outreach materials, presentations, and referral education resources.

Referral Flow & Admissions Optimization

• Works closely with intake and clinical teams to streamline referral-to-admission workflows and reduce placement delays.
• Facilitates real-time coordination between referral sources and internal admissions processes to support timely and appropriate placement.
• Identifies and addresses barriers in referral pathways and recommends process improvements.

Data Monitoring & Performance Improvement

• Monitors and improves key performance indicators related to referrals (i.e. referral response time, time to admission, referral to admission conversion rates, lost referrals); census (i.e. occupancy, average length of stay, vacant bed days, time-to-fill vacancies) and young adults (i.e. referral growth, engagement rates, completion rates).
• Tracks partnership and outreach activity, monitors referral trends and effectiveness of outreach strategies and adjusts engagement plans based on data and system needs.
• Supports achievement of organizational targets for residential census growth and increased admissions from formal referral partnerships.

Collaboration & Internal Coordination

• Collaborates closely with residential leadership, intake/discharge coordinators, clinical teams, and operations staff to ensure alignment in referral criteria and admission decisions.
• Participates in multidisciplinary meetings to review referral quality, system challenges, and admission patterns.
• Provides feedback loop from external partners to internal teams regarding system needs and barriers.
• Collaborates with Revenue Cycle and Clinical team to identify payer-related barriers impacting admission and overall utilization.

Young Adult Engagement

• Serves as main point of contact with clients in early stages of enrollment, in order to improve client engagement and retention within the program.
• With Program Director, co-designs programming and culture, with client input, to maximize client engagement in the centers.

Professional Representation & Compliance

• Represents the organization professionally in all external engagements, ensuring alignment with agency values, clinical standards, and regulatory requirements, and building brand trust.
• Ensures all outreach and referral activities comply with applicable laws, contracts, and confidentiality standards.
• Performs other duties as assigned.

Position Requirements

• Master's degree in social work, Psychology, Marriage and Family Therapy, Counseling, or related behavioral health field with clinical capability required; California licensure (LCSW, LMFT, LPCC, Psychologist, or equivalent) preferred.
• Minimum of 3-5 years of experience in behavioral health, healthcare, or social service systems, with demonstrated experience in external outreach, partnership development, care coordination, utilization management, referral coordination, or program development; experience working with residential or higher levels of behavioral health care preferred.
• Demonstrated experience working with system-level partners such as hospitals, county mental health systems, probation, child welfare, schools, or community-based organizations.
• Strong understanding of behavioral health service systems, including levels of care, residential treatment criteria, and barriers to access for high-acuity populations.
• Proven ability to build, manage, and sustain professional relationships with diverse stakeholders, including clinical leadership, government agencies, and community partners.
• Excellent verbal and written communication skills, with the ability to deliver presentations, facilitate training, and communicate complex clinical/programmatic information in a clear and accessible manner.
• Strong organizational and project management skills with the ability to manage multiple external relationships and outreach initiatives simultaneously.
• Ability to analyze referral trends, identify system gaps, and translate data or field feedback into actionable recommendations.
• Demonstrated ability to work independently with strong judgment, professionalism, and minimal supervision in external-facing environments.
• Proficiency with standard computer systems, including Microsoft Office and electronic documentation or CRM systems for tracking referrals, outreach activity, and partnership engagement.
• Ability to collaborate effectively with internal clinical, intake, and administrative teams to ensure alignment between outreach efforts and admission processes.
• Commitment to culturally responsive, trauma-informed, and equity-centered service delivery.
• Familiarity with HIPAA, confidentiality standards, and regulatory requirements governing behavioral health information exchange and referrals.
• Current California driver's license and access to reliable transportation, with ability to travel locally for outreach meetings and community engagement.

A future where everyone has equitable access to care and is empowered to achieve optimal mental health and well-being.

Didi Hirsch provides compassionate mental health, substance use, and suicide prevention services to individuals and families, especially in communities where discrimination and injustice limit access.

Excellence: We are constantly innovating, learning from the communities we serve, and applying the latest research to advance best practices. We uphold the highest ethical standards to ensure we are providing compassionate and excellent care.

Diversity & Inclusion: We value diversity of background, experience, and ideas. We celebrate differences and prioritize creating a sense of belonging.

Equity: We are dedicated to promoting health equity in our communities, and we work to dismantle disparities and discrimination within both systems of care and society.

Well Being: We are devoted to the well-being of our staff, volunteers, and communities, and believe healthy teams lead to healthy clients.

Advocacy: We advocate across all levels of government and use our voice to reduce barriers to care with the goal of access to high quality, integrated healthcare for all.

Community Engagement: We build partnerships in the community and across sectors to create a more inclusive and responsive mental health ecosystem and enhance greater accessibility to care and support.

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