Crisis and Access Line Program Manager

Crisis and Access Line Program Manager

Department/Care Stream: CRISIS Programs (Crisis Response Interventions Synchronizing Integrated Services)

LIA Reporting Structure

Timecard Approver: Clinical Director of CRISIS Services

Primary: Clinical Director of CRISIS Services


Secondary: Director of Healthcare Delivery Operations

Location: South Valley Center

Status: Full-Time

Salary Range: $101,100 - 131,300/yr

FLSA: Exempt

EEO-1: Management

Organization Information

WellSpace's mission is "achieving regional health through high quality comprehensive care." We believe that everyone deserves to be seen, no matter who you are, where you come from, where you work or what place you call home. At WellSpace, we see you!


We are driven to serve the whole person through comprehensive, integrated care, spanning medical, dental, behavioral health, and supportive services across the region. We do this by building a team of exceptional colleagues who are dedicated to our mission and becoming part of the communities we serve.


As the region's largest Community Health System, WellSpace utilizes a Confluence Model to integrate an internal network of healthcare modalities, including Federally Qualified Health Centers (FQHC), Certified Community Behavioral Health Center (CCBHC), Drug Medi-Cal and Specialty Mental Health programs, California's second largest 988 Suicide and Crisis Lifeline Center, an independent Risk Bearing Organization (WellSpace Nexus), and more into a seamless confluence of care.

To ensure the highest quality of care, WellSpace is accredited by the Joint Commission for Ambulatory Care, Behavioral Health and as a CCBHC. Further, it is certified by the Joint Commission as a Primary Care Medical Home and a Behavioral Health Home. WellSpace's crisis programs are accredited by the American Association of Suicidology and the International Council for Helplines.


Position Summary

The Crisis and Access Line Program Manager is responsible for overseeing the operation, staffing, and reporting requirements for the Crisis and Access Line Program. Will collaborate with the CRISIS Clinical Staff Manager and the Director of 988 Suicide Prevention and Crisis Services and assist with the development and implementation of policies and procedures specific to the field of crisis intervention, suicidology, mental illness, and substance abuse.


Required Qualifications

• Active LCSW, LMFT, or LPCC in the State of California is required at the time of hire.
• A minimum of 3 years of experience with completing various assessments, safety planning, and crisis intervention required. Crisis Call Center experience desirable.
• Excellent interpersonal and demonstrated supervisory skills.
• Willingness to become a certified trainer in ASIST (Applied Suicide Intervention Skills Training) or other approved evidence-based suicide prevention training for crisis centers.
• Understanding of brief interventions, including Motivational Interviewing, Dialectical Behavioral Therapy, Cognitive Behavioral Therapy (CBT), or similar evidence-based practice.
• Experience practicing Harm Reduction, Client-Centered theory, and Trauma Informed Care.
• Knowledge of the continuum of crisis care in CA and requirements to access and navigate substance abuse and mental health treatment services for individuals with Medi-Cal, uninsured, and private insurance.
• Ability to coordinate and facilitate trainings and meetings.
• Interest in collaborating with multiple stakeholders to support the development of an expanded crisis response system.
• Demonstrated commitment to high-quality care for people who have been underserved and sensitivity when working with a variety of people from low-income populations with diverse educational, lifestyle, ethnic, and cultural origins, including people who have substance abuse disorders, HIV, physiological impairments, disabilities, and unhoused community members.
• Ability to provide "on-call" assistance with some scheduling flexibility to provide coverage on holidays and weekends when needed and scheduled.
• Efficient time management skills with the ability to meet deadlines and organizational needs.
• Excellent interpersonal communication skills both verbally and in writing.
• Proficient in Microsoft 365 and ZOOM. Experience with Electronic Health Records is preferred.
• Must have a valid driver's license and insurable driving record.
• Ability to work effectively in a fast-paced environment.
• Ability to strictly adhere to telecommuting agreement, if available.

• Commitment to HIPAA and ability to abide by standards of professional ethics and maintain confidentiality.
• Adherence to infection control procedures, including but not limited to, standard precautions of temperature monitoring, hand washing, symptom self-monitoring, masking and social distancing.
• Assist and support the Center/Department/Program to meet standards of High Reliability.

Essential Responsibilities

• Manage all aspects and provide clinical oversight of the Crisis and Access Line Program, including the dispatch of Mobile Crisis Units.
• Meet all grant-funded KPIs, metrics, and requirements.
• Recruit, screen, train, and supervise Crisis and Access Line staff.
• Ensure the Crisis and Access Line Program is adequately staffed with crisis counselors each shift; provide consultation and debriefing to crisis counselors as needed; Work "on-call" to answer clinical questions as part of a regular rotation.
• Consult with and provide training to Crisis and Access Line team members to enhance communication skills, support a trauma-informed approach, and enhance cultural sensitivity and effectiveness when responding to crisis situations.
• Provide high-level brief, solution-focused interventions, complete and oversee assessments and screenings, provide behavioral health triage, and coordinate care for community members in mental health or substance use crisis and/or need connection with treatment in-person and through telehealth options.
• Prepare monthly reports, make recommendations on outcomes, and assist with program evaluations. Assist with projects, initiatives, and related data collection. Assist with Utilization Review activities.
• Collaborate with the CRISIS Program Clinical Staff Manager to develop and maintain clinical staff, a clinical training handbook, and a basic training curriculum for Crisis and Access Line Program Staff.
• Provide oversight of Quality Assurance/Quality Improvement activities and participate in agency-wide QA/QI programs as requested.
• Consult with the VP of Healthcare Delivery Operations regarding updates, changes, or needs in policy, procedure, training, etc.
• Document all patient interactions in the Electronic Health Record or other reporting formats according to funders, WellSpace Health policies, and timelines.
• Maintain confidentiality according to HIPAA requirements for all patient communications.
• Regularly engage with County behavioral health programs, mobile crisis teams, crisis stabilization units, and community resources in a professional and competent manner that builds relationships and benefits the crisis response system.
• Provide ongoing education and consultation to WellSpace Health staff, management, and the greater community on the role and benefits of an integrated crisis response system.
• Provide ASIST, Mental Health First Aid, Motivational Interviewing, or other evidence-based training as requested.
• Work with WellSpace Health Leadership Committees, participate in conferences, and attend meetings as required.
• Promote teamwork and positive professional work relationships.
• Manage mandated reporting requirements and provide training and consultation to Supervisors, staff, and volunteers/interns on mandated reporting issues or imminent risk situations.
• Maintain adherence to Accreditation standards and practices with AAS, ICH, Joint Commission, National Lifeline Certification at all times.
• Travel as needed or assigned to complete duties of the position.
• Other duties as assigned.

Benefits

The successful candidate will receive a regionally competitive salary, above-average health benefits at reduced costs, company-paid life insurance and long-term disability insurance, an additional voluntary retirement plan with company match, and no vesting schedule requirement.

• Paid bereavement and jury duty leave
• 11 paid holidays per year
• Paid time off
• Paid sick leave
• Flexible Spending Program
• Company paid malpractice insurance for all providers
• Professional development hours offered annually

Physical Demands and Work Environment

The work environment is characteristic of an office environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit; use hands and arms to reach. The employee is also required to stand; walk; and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus. The employee must also possess hearing and speech to communicate in person and over the phone. The noise level in the work environment is usually quiet.

The employee may be in contact with individuals and families in crisis who may be ill, using substances and/or not attentive to personal health and safety for themselves or their homes. The employee may experience a number of unpleasant sensory demands associated with the client's use of alcohol and drugs, and the lack of personal care. The employee may also be exposed to bodily fluids (blood, urine) and hazardous chemicals.

WellSpace Health is committed to the principals of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is the intent of WellSpace Health to maintain a work environment free of harassment, discrimination, or retaliation because of age, race, religious creed, color, national origin, ancestry, physical disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, sexual orientation, military or veteran status, or any other status protected by federal, state or local laws. WellSpace Health is dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

WellSpace Health is an Equal Opportunity Employer