Program Manager, Child First

EMPLOYER INFORMATION
Clifford Beers Community Care Center (CBCCC) is a mental health clinic serving children and families. Our mission is to provide integrated services addressing mental, physical, and social determinants in order to improve health, resiliency and quality of life for children, families and communities.

PURPOSE

The Child First Program Manager provides clinical, administrative, and operational leadership for the Child First program. This position directs and coordinates the day-to-day operations of the program and implements programmatic, clinical, and administrative policies and procedures to achieve program goals and ensure the delivery of high-quality services to children and families.
The Program Manager provides reflective clinical supervision to Child First Clinical Teams, each consisting of a Care Coordinator and a Mental Health and Developmental Clinician, who deliver the Child First home-based therapeutic intervention. The Program Manager is responsible for supporting Child First model fidelity, staff development, clinical quality, productivity, documentation compliance, billing and reimbursement processes, and overall program performance.

KEY RESPONSIBILITIES

• Provide leadership and oversight for the Child First program, ensuring program operations, clinical services, billing practices, and outcomes align with organizational goals, strategic priorities, payer requirements, and Child First model fidelity.
• Supervise, mentor, and support Child First Clinicians, Care Coordinators, and Clinical Team members through weekly individual reflective supervision, coaching, case consultation, and professional development.
• Facilitate weekly Child First group reflective supervision and case conference meetings, incorporating video review when appropriate to enhance clinical practice and reflective learning.
• Monitor staff performance, clinical productivity, caseloads, service delivery, documentation completion, and billing activity to ensure high-quality, family-centered care and compliance with organizational, regulatory, payer, and Child First requirements.
• Ensure program staffing and scheduling practices support the needs and availability of children and families, including the delivery of services during required evening hours.
• Utilize the Child First Fidelity Framework to monitor implementation of the model, provide coaching and corrective guidance when necessary, and ensure ongoing fidelity across Clinical Teams.
• Review monthly process, productivity, billing, and performance data with staff; identify trends, barriers, and opportunities for improvement; and develop targeted training, coaching, and quality improvement initiatives.
• Review quarterly clinical outcome data with staff, evaluate program effectiveness, and implement strategies to improve client outcomes, service quality, engagement, and program performance.
• Lead site-based quality improvement and quality enhancement activities in collaboration with the Connecticut Clinical Director, organizational leadership, and Changent.
• Recruit, interview, hire, onboard, supervise, and develop Child First staff in accordance with organizational policies and Child First hiring and model requirements established by Changent.
• Ensure all staff successfully complete required Child First training, including the Child First Learning Collaborative, distance-learning curriculum, specialty trainings, ongoing fidelity activities, and other professional development requirements established by Changent.
• Promote staff competency and adherence to evidence-based, trauma-informed, culturally responsive, relationship-based, and family-centered practices consistent with the Child First model.
• Participate in required Clinical Supervisors’ meetings with Changent, as well as other required leadership, clinical, administrative, and program meetings.
• Oversee the accuracy, quality, and timeliness of clinical documentation, service entry, data entry, and program reporting to ensure compliance with organizational, regulatory, payer, billing, reimbursement, and Child First requirements.
• Conduct regular clinical chart audits to ensure assessments, clinical formulations, treatment plans, progress notes, consents, service documentation, and other required records meet regulatory, accreditation, payer, organizational, and Child First standards.
• Monitor documentation and billing workflows to identify incomplete documentation, authorization concerns, coding issues, service discrepancies, or other barriers that may delay or prevent reimbursement.
• Collaborate with clinicians, Care Coordinators, administrative staff, billing staff, and organizational leadership to address documentation and billing issues and support timely and accurate reimbursement for eligible services.
• Monitor staff productivity and utilization expectations and provide coaching, support, and performance management when established expectations are not being met.
• Ensure services are delivered and documented in accordance with applicable authorizations, payer requirements, medical necessity standards, and program expectations.
• Collaborate with organizational leadership, community partners, referral sources, and interdisciplinary teams to strengthen service delivery, support program growth, maintain referral relationships, and address the evolving needs of children and families.
• Support staff in managing complex and high-acuity clinical situations, including risk assessment, crisis response, safety planning, and referrals to appropriate levels of care.
• Ensure compliance with organizational policies and procedures, Child First model requirements, Changent expectations, applicable licensing standards, payer requirements, and state and federal regulations.
• Perform additional leadership, clinical, administrative, billing-related, quality improvement, and program management responsibilities as assigned.

TRAVEL

• This role may require travel throughout the State of Connecticut.

ENVIRONMENTAL CONDITIONS

• Indoors, Environmentally controlled
• Close Physical Proximity to coworkers

COMPETENCIES:
Must demonstrate the following competencies:

Diversity and Inclusion:
Foster an environment in which all members of the CBCCC community, from staff to partners and clients, are treated equitably and are able to contribute fully and meaningfully to the mission of CBCCC. Employees must make every effort to:

• Treat others with respect
• Practice cultural humility
• Elicit and welcome different points of view

Integrity:
Act ethically with honesty and consistency regardless of the situation. Employees must make every effort to:

• Be accountable for his or her own actions
• Make decisions based on what is better for the families and employees
• Build and maintain trust among co-workers and our families
• Uphold honesty in all actions

Excellence:
Commitment to deliver outstanding practices in both managing the organization, service delivery, and collaborating with partners. Employees must make every effort to:

• Utilize data and research to provide the highest quality of care
• Regularly participate in professional development to stay abreast of most recent and progressive practices
• Promote continuous quality assessment and improvement

Communication:
The ability to express oneself clearly and professionally both in writing, conversations, and in nonverbal communication with others. Employees must make every effort to:

Oral Communication

• Speak clearly and in an organized manner that can be easily understood
• Express ideas concisely and respectfully
• Summarize or paraphrase his/her understanding of what others have said to verify understanding and prevent miscommunication
• Hold themselves accountable for pitch, speed, tone and volume of voice while speaking
• Show understanding of professional and cultural implications of body posture, stance, gestures, proximity to listener, facial expressions and appearance

Written Communication

• Write clear and concise sentences devoid of grammatical and spelling errors
• Tailor writing style to the audience of the message
• Write in a respectful and tactful manner

AAP Statement
Clifford Beers Community Care Center (CBCCC), is an Equal Opportunity Employer. We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities, and veterans to apply to all of our job openings. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, Sexual Orientation, and Gender Identity or Expression, protected veteran status, or any other characteristic protected by law. We prohibit Retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.