THE FIRST STEP TOWARD RECOVERY – INSIDE CAZ’S INTAKE TEAM

Every recovery journey begins with a single step, and at Caz, that step starts with a conversation with a member of our Intake Team. Before any resident arrives at one of our eight OASAS-certified residential programs, they first meet the voices who guide them through the door. These are the people who listen, reassure, and help translate uncertainty into hope.

“Hi, and Welcome to Caz Recovery. . .” Meet the Team Behind the First Call

A one-on-one intake screening call helps match each person to the right level of care. On the other end of the line are four steady, compassionate professionals who make certain each experience is personal, respectful, and grounded in care. Together, Intake Coordinators Bianca Catuzza, CRC; Maya Broniszewski, B.S.; and Jahaun Cook, A.S.; and Part-Time Intake Assistant Jacqueline Britton, CASAC-T, make up Caz’s Intake Team. They serve as the first point of connection for hundreds of people each year, guiding new residents through the first steps of their recovery journey. Each member of Intake brings a unique background in residential care, education, or administration, yet they share one purpose: ensuring every person feels understood and supported from the very beginning. “Our department is often the first real conversation someone has about their recovery at Caz,” says Bianca. “It’s not just about collecting information. It’s about listening with patience and helping them start to believe that change is possible.”

From Fax to the First Call, How Hope Gets Processed

The Intake Team manages dozens of referrals daily. Applications arrive by fax or email and range from a few pages of clinical and legal documents to hundreds. Intake reviews and organizes every file, making sure to document important information so the next step can begin. They schedule 30-minute phone screenings with each applicant to gather information about substance use history, mental health, legal involvement, and housing. From here, Intake recommends the appropriate level of care and the program best suited for the applicant. For some, that next step might be Rehabilitation. For others, it could be Reintegration or Step Toward Success. It is high stakes work that requires accuracy and compassion at every turn. The intake process is far more than paperwork. It is about reassurance, patience, and creating a trauma-informed experience from the very first contact. “We ask very sensitive questions,” says Maya, “but we try to do it in a way that reminds people of the brave step they are taking.”

Jahaun’s Perspective: Meeting People Where They Are

“A lot of our callers are scared,” says Jahaun. “They are worried about leaving family or work behind. They wonder if they will be able to see their children. Our job is to listen and help them feel safe enough to take that first step” The Intake Team’s work also requires collaboration with courts, hospitals, and community partners. They confirm insurance coverage, verify legal contacts, check medical clearances, and communicate with referral agencies.

Every decision is carefully coordinated so that the transition into treatment is as smooth as possible. They make sure every person who is eligible for care can start the process without delay. Many of the people who call are nervous, uncertain, or even resistant. Sometimes they are mandated by court order, which offers another layer to their needs. Others have been through multiple programs before, creating hesitation with trying another treatment option. The Intake Team knows how to meet each person with empathy, helping them to understand that recovery is not a punishment but an opportunity for change. “I came from residential work, so I know how hard those first steps can be,” says Jahaun. “Sometimes people just need to know someone’s really listening before they can believe change is possible.”

Maya on Balance, Patience, and Teamwork

Maya joined Caz a little over a year ago, stepping into intake work after many years in education. The transition was a big change, but one that felt like a natural extension of what she’d done for years; helping people feel safe, seen, and cared for. “Coming from education taught me a lot about patience and communication,” Maya says. “You learn to listen between the lines and to give people space to express what they need. That’s just as important here.”

Maya’s calm energy has become a steady force for the team. The role of an Intake Coordinator demands precision, empathy, and constant coordination; and Maya helps set a balanced and collaborative tone. Believing that their best work happens when the team also takes care of one another, Maya explains, “The work can be heavy, but we support and acknowledge each other’s successes, no matter how big or small, and try to keep a resilient atmosphere.”

The Intake Team’s success comes not only from their skill but also from their chemistry. They have created a work environment that is warm, supportive, and full of personality. Their workspace even includes a pet fish named Lucky who has become the unofficial department mascot! Each team member has naturally fallen into a rhythm that plays to their strengths, forming a “well-oiled machine.” When one person is busy, another steps in. When something goes wrong, they solve it together. “We’ve had our share of challenges,” says Bianca. “But we learned that we work best when we rely on each other. The stability we have now is the result of teamwork and trust.”

Bianca’s Insight: Experience that Shapes the System

Bianca has witnessed the evolution of Caz’s intake process firsthand. With more than three years in her role, she has helped strengthen the structure that ensures every applicant is guided smoothly into care. “There’s a rhythm to what we do now,” Bianca says. “It didn’t happen overnight, but over time, we’ve built a system that really works, one that helps people move forward without getting lost in the process.”

Bianca’s experience has given her both a wide view of the system and a deep appreciation for the people behind every application. She knows that each referral represents a person taking a major step, and that awareness drives her to keep refining how the team operates. Bianca often helps identify ways to make the system more efficient while keeping it personal. Bianca’s experience has helped the Intake Team become what it is today: consistent, compassionate, and deeply aware that their work lays the foundation for every success story that follows.

Connection Through Care: Jacqueline’s Perspective

When Jacqueline joined the Intake Team in 2021, she brought both compassion and clinical expertise to her role. As a Credentialed Alcoholism and Substance Abuse Counselor Trainee(CASAC-T), Jacqueline’s background gives her a deeper understanding of addiction and recovery. This perspective strengthens every conversation she has with applicants and partners.

Jacqueline also has experience in residential care, and this gives her a clear view of what residents face when beginning their recovery journey. “Even though the screenings take place over the phone, it’s still important for applicants to feel a sense of connection and understanding.” Jacqueline explains. “People may be experiencing complex emotions during the calls, which can be difficult to navigate at times. Having patience and compassion can be very helpful for everyone involved.” Jacqueline’s calm presence and adaptability have also helped the department find its rhythm. “I think we all found our strengths naturally,” she says. “It wasn’t planned, but it works. Everyone has a role that balances the others, and that makes the team strong.” Jacqueline also helps our partners understand how to connect people with care and emphasizes small steps that make a big difference. “When we do outreach, the main thing we highlight is filling out the application completely,” she says with a laugh. “It seems simple, but it really makes everything move faster.”

It All Starts Here

Before a resident enters Caz, there is a conversation guided by the Intake Team’s empathy, humor, and care. In those moments, the work of recovery begins, and the hope they help spark becomes the foundation for everything that follows.