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.
Qualifications
QUALIFICATIONS:
- Master’s degree in Social Work, Counseling, Psychology, or a related behavioral health field, with the ability to be licensed by a Kentucky licensing board.
- Minimum of three years of experience working in the mental health or behavioral health field.
- Demonstrated leadership, supervisory, and organizational skills.
- Knowledge of and commitment to the mission and principles of LifeSkills Behavioral Health Division.
- Excellent oral and written communication skills.
- Ability to work effectively with multidisciplinary teams, clients, families, community partners, and other professionals.
- Working knowledge of Microsoft Office products, including Outlook, Word, and Excel.
- Must have a valid driver’s license, proof of automobile insurance, reliable transportation, and the ability to travel throughout the region.
- Must pass required background checks.
- Must complete required training within specified timeframes.
- Experience with ACT, crisis services, 988, Helpline, RESPOND/CARE, or other intensive behavioral health services is preferred.
JOB REQUIREMENTS / EXPECTATIONS:
Client & Service Delivery
- Maintain confidentiality and adhere to all regulatory, ethical, and organizational standards.
- Demonstrate respect, compassion, professionalism, and cultural humility when working with clients, families, and colleagues.
- Demonstrate the ability to work effectively with individuals experiencing behavioral health crises and complex service needs.
- Provide services in office and community settings as required by the assigned program.
- Maintain flexibility to respond to program and client needs, including non-traditional hours when required.
Physical Requirements
- Ability to sit for extended periods for meetings, documentation, and administrative responsibilities.
- Ability to stand, walk, bend, and move within clinic and community settings.
- Ability to travel across regional sites when needed.
- When assigned to ACT, ability to transport clients for appointments and community engagement as required.
- Ability to use hands and fingers for computer and office-related tasks.
- Ability to talk and hear effectively for communication with clients, staff, and community partners.
- Reasonable accommodations may be made for individuals with disabilities.
Performance Expectations
Performance will be evaluated based on effective program operations, staff supervision and development, client access and outcomes, documentation compliance, regulatory and program compliance, productivity, teamwork, communication, and alignment with organizational goals.
CORE VALUES:
All employees must be willing to live our company’s core values.
- Integrity – Exhibiting the highest moral, ethical and legal standards. Doing the right thing – even when no one else is looking.
- Teamwork – Putting team success over personal success. Actively valuing the strengths and talents of others.
- Trust/Respect – Seeing and believing in the good intentions of others. Interacting with others in a way that makes them feel valued. Listening without judging. Offering understanding and acceptance.
- Care/Compassion – Demonstrating unconditional kindness, concern, and empathy. Exhibiting genuine concern for others.
- Ownership/Accountability – Taking personal responsibility for one’s work, actions, and feelings. Accepting responsibility for and learning from mistakes.