Crisis Services Manager (55566)

POSITION SUMMARY:

The Crisis Service Manager provides operational, administrative, and programmatic leadership for an assigned area of crisis and intensive community-based behavioral health services. The manager will be assigned responsibility for either the Assertive Community Treatment (ACT) program or the 988/Helpline/RESPOND/CARE crisis-access services.

The Crisis Service Manager is responsible for ensuring effective day-to-day operations, staff supervision, service quality, regulatory compliance, client access, and coordination with internal and external partners within the assigned program area. The position works collaboratively with Behavioral Health leadership and other program leaders to continuously improve services, support LifeSkills’ mission, and promote positive outcomes for individuals receiving services.

The manager will provide leadership for staffing, scheduling, performance management, quality improvement, documentation, program development, and community collaboration. The position may provide direct services as needed to support program operations and client needs.

DUTIES AND RESPONSIBILITIES:

• Provide administrative, operational, and team leadership for the assigned program, directing day-to-day operations and maintaining standardized processes and workflows to ensure effective, efficient service delivery.
• Work collaboratively with Behavioral Health leadership and other directors, managers, and coordinators to continuously improve services, client access, and appropriate utilization of staff.
• Participate in recruitment, interviewing, hiring, onboarding, and retention of qualified staff, and monitor staffing needs, scheduling, and productivity.
• Provide supervision, coaching, and performance management to staff, including annual performance evaluations, clear expectations for responsibilities and professional conduct, and required training and credentialing.
• Proactively address employee and consumer concerns and complaints.
• Assist with development and monitoring of relevant program budgets.
• Participate in required meetings and contribute to program development and short- and long-term strategic planning as a member of the crisis services leadership team.
• Monitor program and documentation compliance with applicable federal, state, payer, and organizational requirements; monitor benchmarks, performance indicators, and client outcomes; and collaborate with quality personnel to address compliance concerns and implement corrective actions.
• Prepare for and participate in audits, reviews, state meetings, and other external monitoring activities, and maintain confidentiality and compliance with HIPAA and all applicable ethical and regulatory standards.
• Develop and maintain effective working relationships with hospitals, emergency services, law enforcement, courts, and other community and behavioral health partners to support referrals, transitions, discharge planning, continuity of care, and coordination between the assigned program and other LifeSkills services.
• Participate in regional and organizational initiatives related to behavioral health, crisis response, and system improvement.
• Provide direct service to clients as needed.
• Perform other duties as assigned by the supervisor.

ACT Program Responsibilities

Applicable when the manager is assigned to coordinate the ACT program:

• Provide direct supervision of ACT team members, including leadership for team scheduling and on-call needs.
• Lead daily ACT team meetings and treatment planning meetings, continuously evaluating client status and coordinating treatment to meet client needs.
• Direct and coordinate client referral, admission, and assessment processes.
• Supervise completion of medical record documentation for quality, accuracy, and compliance, and ensure the ACT team meets established goals and complies with applicable ACT regulations and standards.
• Engage and motivate team members and clients in achieving treatment goals while providing direct service.
• Maintain an appropriate ACT caseload to support client needs, team functioning, and program requirements.
• Coordinate transportation and assist clients with accessing community resources, appointments, and community engagement activities.

988 / Helpline / RESPOND/CARE Responsibilities

Applicable when the manager is assigned to coordinate 988/Helpline/RESPOND/CARE services:

• Provide supervision and support to shift supervisors responsible for call-center services.
• Monitor state- and payer-required 988/crisis-service benchmarks and performance indicators, and work collaboratively with quality personnel to improve clinical outcomes and maintain regulatory compliance.
• Initiate and/or monitor compliance with community partner agreements, and identify opportunities to improve access, responsiveness, consistency, and quality of crisis services.
• Be available for on-call calls, questions, concerns, issues, or evaluations as they arise/as needed.