Crisis Systems Manager

The Crisis System Flow Manager is responsible for real-time operational oversight, system flow, and coordination of CCRU and the broader crisis continuum during assigned shifts. The position serves as the shift-level operational lead for CCRU, functioning as both an operations manager and crisis operator while coordinating client movement, staffing needs, census, bed availability, referrals, and system resources.

The Crisis System Flow Manager serves as a central point of coordination between CCRU, crisis responders, clinical staff, URCs, hospitals, residential programs, law enforcement, EMS, internal programs, and community partners. The position is responsible for identifying barriers to timely access and disposition, coordinating solutions, and escalating concerns when additional clinical, administrative, or leadership intervention is needed.

The Crisis System Flow Manager also serves as the shift-level liaison for clients and families, helping families navigate the crisis system, facilitating communication, addressing barriers, and ensuring concerns are appropriately communicated and escalated.

The position reports directly to the Program Director of Virtual Crisis Care.

Essential Functions & Duties

• Serve as the shift-level operational lead for CCRU and provide real-time oversight of crisis system flow.
• Monitor client movement through the crisis continuum and coordinate appropriate transitions between crisis services, URCs, CSUs, hospitals, residential services, outpatient services, and other levels of care.
• Monitor census, bed availability, capacity, admissions, discharges, and bed flow across applicable crisis programs.
• Identify bottlenecks, delays, capacity concerns, and barriers to appropriate disposition and coordinate timely resolution.
• Coordinate system resources during periods of increased demand and assist with implementation of established surge procedures.
• Monitor high-risk, high-complexity, or systemically challenging cases and ensure appropriate escalation.
• Coordinate communication and handoffs between internal programs and external partners.
• Maintain real-time awareness of system capacity and communicate changes that may impact client flow or service availability.
• Monitor staffing levels, coverage, workload, and operational demands throughout the shift.
• Identify actual or anticipated staffing concerns, including vacancies, call-outs, excessive workload, acuity concerns, or inadequate coverage.
• Coordinate appropriate operational responses to staffing concerns within established authority.
• Escalate staffing concerns to the Program Director or appropriate leadership when they cannot be resolved at the shift level.
• Monitor workload and service demand to identify when additional staffing, resources, or operational support may be required.
• Provide real-time operational direction and support to CCRU staff during assigned shifts.
• Assist with maintaining appropriate staffing and service coverage during high-volume or surge periods.

  CCRU Operator Responsibilities

  • Perform CCRU operator functions, including answering, assessing, routing, and coordinating crisis calls according to established protocols.

  • Coordinate mobile crisis, outreach, emergency response, and other crisis services as appropriate.

  • Maintain awareness of active crisis responses and ensure appropriate follow-up and handoff.

  • Identify calls requiring clinical assessment or intervention and facilitate timely connection with BHP/LBHP credentialed staff.

  • Coordinate communication between crisis responders, clinicians, facilities, law enforcement, EMS, hospitals, and other partners.

  • Ensure accurate and timely documentation of operator and coordination activities.

  Family & Client Liaison

  • Serve as the shift-level liaison for clients and families navigating the crisis system.

  • Provide clear communication regarding available services, next steps, disposition processes, and system navigation.

  • Help identify and address barriers affecting timely access to care.

  • Facilitate communication between families, clients, clinical teams, crisis programs, and other involved parties.

  • Receive and appropriately escalate client or family concerns related to access, communication, disposition, or service coordination.

  • Advocate for appropriate, person-centered, and least-restrictive pathways while maintaining appropriate professional boundaries.

  • Ensure unresolved concerns are communicated to the appropriate clinical, operational, or administrative leader.

  • Support continuity of care and effective handoffs between services.

  Operations Management & Escalation

  • Provide shift-level operational oversight of CCRU activities and system flow.

  • Monitor operational metrics, call volume, response activity, census, staffing, and service demand.

  • Identify trends or emerging concerns requiring leadership attention.

  • Escalate clinical, safety, staffing, capacity, compliance, or operational concerns through established channels.

  • Support implementation and adherence to CCRU policies, procedures, workflows, and performance expectations.

  • Participate in quality improvement, incident review, compliance monitoring, and process-improvement activities.

  • Assist the Program Director with identifying opportunities to improve system efficiency, client experience, and continuity of care.

  Communication & Collaboration

  • Serve as a central communication point during complex or multi-agency situations.

  • Maintain effective communication with internal programs and external partners.

  • Coordinate timely handoffs and ensure critical information reaches the appropriate individuals.

  • Build collaborative relationships with community partners to support appropriate crisis disposition and reduce barriers to care.

  • Represent GRAND professionally and consistently with organizational expectations.

  Required Knowledge, Skills & Abilities

  • Strong understanding of behavioral health crisis services and the crisis continuum.
  • Ability to manage multiple competing priorities in a fast-paced, 24-hour environment.
  • Strong operational judgment and problem-solving skills.
  • Ability to monitor and respond to changing census, staffing, capacity, and service demands.
  • Excellent communication, organization, and coordination skills.
  • Strong de-escalation and conflict-resolution skills.
  • Ability to effectively communicate with clients, families, clinical staff, leadership, and external partners.
  • Ability to recognize situations requiring clinical, administrative, or escalation.
  • Strong computer, documentation, and communication skills.
  • Ability to remain calm, organized, and solution-focused during high-volume and high-acuity situations.

  Minimum Qualifications

  • High school diploma or equivalent required.
  • Bachelor's degree in behavioral health, social services, healthcare administration, or related field preferred.
  • Relevant experience in behavioral health, crisis services, care coordination, dispatch, emergency services, healthcare operations, or related field may be considered.
  • CPRSS, CMI, or other relevant behavioral health/crisis certification preferred.
  • Previous experience in a behavioral health crisis or 24-hour service environment preferred.
  • Demonstrated ability to work independently and exercise sound judgment in a fast-paced operational environment.

  Key Performance Indicators

  • Timely call response, routing, and coordination.
  • Compliance with established crisis triage, escalation, referral, and disposition pathways.
  • Effective management of census and bed flow.
  • Timely identification and escalation of staffing and capacity concerns.
  • Reduction of avoidable delays in crisis response and disposition.
  • Accurate and timely documentation.
  • Effective coordination and resolution of client/family concerns.
  • Appropriate utilization of internal and external crisis resources.
  • Effective management of surge and high-volume conditions.
  • Compliance with CCBHC, regulatory, and organizational requirements.
  • Improved system flow, continuity of care, and client/family experience.

  The Crisis System Flow Manager is accountable for real-time shift-level operational coordination and system flow and is expected to take action within established policies, procedures, and delegated authority.

  The position does not independently replace the role of a BHP/LBHP credentialed clinician in clinical decision-making. Clinical decisions remain within the scope of appropriately credentialed staff.

  The Crisis System Flow Manager is responsible for recognizing and escalating matters requiring clinical, medical, administrative, safety, or executive intervention.

  The position is ultimately responsible for helping ensure that the right person, the right service, and the right level of care are connected at the right time, while maintaining effective communication and support for clients and families throughout the process.