Manager, Intake and Referral Operations

Feed More collects, prepares and distributes food to neighbors in need. With a service area that stretches across 34 cities and counties, our comprehensive programs and Agency Network are dedicated to providing our communities with access to quality food and healthy meals year round.

With the help of over 100 employees, close to 300 members of Feed More’s Agency Network and around 200 volunteers a day, Feed More is able to carry out its mission of fighting hunger throughout Central Virginia. Feed More is a proud member of Feeding America and Meals on Wheels America.

At Feed More, we want everyone to have a seat at the table. We envision our table as a lively gathering of wonderfully, unique individuals where differences are encouraged and appreciated. And, of course, our table is full of good, nutritious food.

Feed More recognizes its talented and diverse workforce as a key competitive advantage and our business success reflects the quality and skill of our people. That’s why Feed More is committed to seeking out and retaining the finest talent.

The Manager, Intake & Referral Operations oversees the unified intake and referral operations for Feed More’s Senior Nutrition Programs and public-facing Help Line. Reporting to the Senior Manager, Senior Nutrition Programs & Referral Services, this role ensures accurate, timely, and closed-loop processing of all referrals, including Meals on Wheels (AAA-sponsored), community food assistance referrals, and healthcare-initiated referrals.

This position serves as the operational integrator across Client Services, Help Line, Volunteer Services, Operations Coordinator, and Health Strategy teams to ensure seamless service connection, documentation integrity, and adherence to defined service standards. The Manager supervises Navigators and support staff and maintains disciplined Service Navigation & Follow-Through practices.

Programs

Senior Manager, Sr. Nutrition Programs & Referral Programs

Full-time Salaried (Exempt)

Yes

None

Unified Intake & Referral Ownership

• Own day-to-day intake and referral operations across Senior Nutrition and Help Line services.
• Ensure consistent application of intake standards, documentation protocols, and service scripts.
• Monitor responsiveness, accuracy, and turnaround time for all inbound referrals.
• Maintain clear processes regarding eligibility and sponsorship determinations, which remain with AAA partners.
• Identify workflow bottlenecks and implement process improvements.

Healthcare Referral Coordination

• Coordinate operational processing of healthcare and MCO-initiated referrals.
• Ensure closed-loop follow-through for healthcare referrals in alignment with defined service standards.
• Provide referral performance data and trend insights to the Health Strategy & Innovation team.
• Participate in healthcare coordination meetings to align operational execution with partnership expectations.
• Maintain documentation and tracking systems that support healthcare partner reporting needs.

Meals on Wheels Delivery & Volunteer Integration

• Coordinate closely with Senior Nutrition teams to ensure accurate client onboarding, service updates, and delivery status changes.
• Serve as the primary escalation point for volunteer-reported delivery concerns routed through Client Services.
• Ensure timely resolution of missed meals, unable-to-reach situations, cancellations, and other delivery-day issues through defined protocols.
• Coordinate with Operations Coordinator to address real-time delivery disruptions and route adjustments.
• Document volunteer-reported concerns and identify recurring patterns or systemic risks.
• Elevate cross-functional or recurring volunteer-related issues to the Senior Manager for resolution.
• Partner with Volunteer Services to deliver training on delivery issue reporting protocols, escalation procedures, and client communication standards.

Help Line Operations Oversight

• Supervise Help Line Navigators and ensure consistent service quality.
• Maintain referral directories and partner contact protocols.
• Ensure Link2Feed and related systems are used accurately and consistently.
• Monitor call volume trends and adjust staffing recommendations accordingly.

Supervision & Quality Assurance

• Supervise Client Services Navigators, Help Line Navigators, and assigned support staff.
• Provide coaching, performance management, and structured training.
• Conduct regular quality assurance reviews of calls, documentation, and referral closure rates.
• Implement cross-training and surge capacity planning within intake teams.

Data & Performance Management

• Track closed-loop referral completion rates and time-to-resolution metrics.
• Analyze intake demand patterns across Senior Nutrition, Help Line, and healthcare referrals.
• Provide monthly operational performance reports to the Senior Manager.
• Recommend staffing or workflow adjustments based on data insights.

• Bachelor’s degree in Non-Profit Management, Public Administration, Business, or related field
• A minimum of three (3) years of experience leading a team in a fast-paced environment
• Proven success in managing an intake, call center, referral, or service coordination team.
• Exceptional ability to leverage workflow management, documentation standards, and quality assurance.
• Strong analytical and decision-making skills
• Demonstrated ability to drive accountability and adhere to standards, while maintaining a service-oriented mindset and culture
• Effective skills in organization and coordination with cross-functional teams.
• Effective track record of communicating to diverse audiences, both oral and written
• Proficiency in MS Office: i.e., Word, Excel, Access, and Outlook
• Comfort and confidence to effectively interact with individuals of diverse backgrounds, experiences, and personalities
• Must be able to perform in a manner consistent with the company vision and operating principles.

• Master’s degree in Non-Profit Management, Public Administration, Business, or related field. MSW is a plus.
• 3-5 years of food distribution industry experience
• Knowledge of food bank programs and the mission of food banks
• Bilingual in English/Spanish

In addition to competitive wages, we’re proud to offer full time employees with comprehensive medical, dental, and vision benefits, 401K, generous paid time off, 10 paid holidays and more.

Interested candidates should submit their resume and cover letter to [email protected] by April 17, 2026. We kindly request no phone inquiries.