Director of Admissions and Customer Experience

Monday-Friday

About the role

Join a team that changes lives. For more than 170 years, Elwyn has been leading the way in supporting children, teens, and adults with autism, intellectual and developmental disabilities, and behavioral health challenges. As a mission-driven nonprofit, we’re here to create real change—helping people lead meaningful, fulfilling lives. Your work will make an impact every day, find purpose in what you do, and grow in a career that truly matters.

Responsibilities

• Develop and maintain strategic partnerships with Regional Centers and community partners to strengthen relationships and drive program growth.
• Lead admission and intake strategies, including follow-up for the first 30 days of admission, to ensure timely, efficient placement of individuals while aligning service capacity with organizational goals.
• Monitor and manage occupancy levels across all Elwyn California IDD services, implementing proactive strategies to maximize utilization and maintain target census levels.
• Oversee customer experience initiatives to ensure high-quality service delivery, responsiveness to stakeholder needs, and overall satisfaction of individuals served and their families.
• Identify and pursue business development opportunities that expand service lines, increase presence, and support organizational growth objectives.
• Drive census growth through targeted outreach, relationship management, referral development, and market analysis to achieve occupancy and revenue targets.
• Engage stakeholders through regular communication, collaboration, and partnership-building efforts to foster trust, transparency, and positive outcomes.
• Collaborate with operational and clinical leadership to align admission, occupancy, and growth strategies with organizational priorities and quality standards.
• Represent the organization at industry events, community forums, and stakeholder meetings to promote services, strengthen partnerships, and enhance organizational visibility.
• Establish performance metrics and accountability measures related to admissions, occupancy, stakeholder engagement, customer satisfaction, and business development outcomes in collaboration with the ECA QI team.
• Serve as a key liaison between internal teams and external stakeholders to ensure coordinated efforts that support growth, retention, and exceptional service delivery.
• Ensure adherence to all current Elwyn policies and procedures, as well as applicable Regional Center, Department of Developmental Services (DDS), and Community Care Licensing (CCL) regulations, requirements, and performance expectations.
• Other duties as assigned.

Requirements

• Bachelor’s degree required; Master’s degree preferred.
• Must possess a current, valid driver’s license in the state of residence, with a minimum of two (2) years of driving experience within the United States and an acceptable driving record (assessed through DMV review). For individuals licensed for more than two (2) years, the record will be reviewed for the past three (3) years. Employees required to drive as part of their job may need to successfully complete and pass an Elwyn Road Test.
• Five years of experience working in California IDD services required.
• Three years of supervisory experience in residential services required.

Benefits

• Generous Paid Time Off
• Comprehensive Medical/Dental/Vision Benefit Packages
• Earned Wage Access/On-Demand Pay
• Paid On-the-Job Training
• Tuition Reimbursement
• Career Advancement Opportunities and Growth
• Flexible Schedules
• Retirement Savings Plan

Pay

$130,000–145,000 annually