Resource & Referral Manager

Core Responsibilities And Essential Job Functions

• Serves as team lead for statewide Resource & Referral staff, providing regular supervision, coaching, and performance management to ensure high-quality, family-centered service delivery.
• Supervises, manages workload, and monitors performance of staff as assigned. This includes hiring and training staff, implementing the organization’s personnel policies and practices, approval of timecards, performance appraisals, performance improvement plans, leaves, promotions, salary changes, terminations, and documentation of all personnel actions.
• Builds and sustains a strong, engaged team culture grounded in accountability, learning, collaboration, and continuous growth.
• Ensures staff are well-equipped to connect children and families to meaningful community resources and wraparound supports through ongoing coaching, technical assistance, and skill development.

Program Administrative and Statewide Referral Leadership

• Designs, implements, and oversees standardized statewide Resource & Referral workflows to ensure coordinated, efficient, and accessible service delivery across Brightpoint programs.
• Led Brightpoint’s statewide internal and external referral efforts, ensuring services are timely, responsive, and aligned with family needs and program capacity.
• Establishes and enforces referral timelines, scheduling expectations, service guidelines, documentation protocols, and follow-up standards to ensure consistency and accountability.
• Reduces barriers to access, strengthens referral pathways, and streamlines day-to-day referral operations to improve the overall family experience.
• Develops and maintains relationships with external referral partners, including schools, child welfare agencies, healthcare providers, behavioral health agencies, and community-based organizations.
• Serves as a connector across teams to strengthen shared knowledge, cross-program communication, and coordinated family support services.

Data, Technology & Continuous Improvement

• Captures, tracks, analyzes, and reports statewide referral and service coordination data, including families served, types of supports provided, referral volume, connection rates, timeliness, and client experience.
• Develops and maintains dashboards and performance reports to support data-driven decision-making and leadership oversight.
• Ensures accuracy, integrity, and timely documentation across enrollment, referral, and case management systems, maintaining compliance with funding, contractual, and regulatory requirements.
• Maintains awareness of trends, identifies risks or regional variations in service access, and implements corrective action plans to improve efficiency, equity, and outcomes.
• Works closely with Information Systems and software vendors to troubleshoot system issues, support enhancements, and optimize technology platforms used for referral tracking and service coordination.
• Supports the use of needs assessments and tracking of wraparound services to ensure families receive comprehensive, coordinated supports.
• Utilizes data and technology to drive continuous quality improvement and strengthen the overall statewide Resource & Referral system.

Candidate Requirements And Preferred Qualifications

• Bachelor’s degree in Social Work, Human Services, Public Administration, Nonprofit Management, Early Childhood, Behavioral Health, Information Systems, Healthcare Administration or a related field required; Master’s degree preferred.
• Minimum of 3 years of relevant experience in social services, early childhood, family support, or related fields required.
• Minimum of 2 years of experience in operations, intake, access management, care coordination, project management, or program administration within human services, healthcare, or a complex service environment, including designing and implementing standardized processes or workflows across teams or locations required.
• Minimum of 2 years of experience implementing or managing electronic systems, referral platforms, or client data systems, and developing tools or materials to support families and communities required.
• Experience using data, metrics, or dashboards to monitor performance, inform decision-making, and drive continuous process improvement preferred.
• Prior supervisory experience supervising staff in a multi-site, regional, or statewide environment preferred.
• Must have access to transit or other reliable transportation to execute the position’s responsibilities.
• Ability to communicate in both English and Spanish preferred.