Program Manager - FSP ICM

Under the direction of the Program Director, the Program Manager oversees the daily administrative and operational functions of their assigned team in the Adult Full-Service Partnership Intensive Case Management (FSP-ICM) program. The Program Manager provides formal administrative supervision to assigned staff and ensures compliance with Los Angeles County Department of Mental Health (LAC-DMH) requirements, Medi-Cal standards, FSP PSE guidelines, agency policies, and contractual obligations.

The Program Manager is responsible for staff oversight, productivity monitoring, workflow coordination, outreach and engagement timelines, documentation compliance, field-based service requirements, integrated care coordination, audit readiness, and continuity of care across the program. The Program Manager promotes recovery-oriented, trauma-informed, whole-person, and community-based care consistent with FSP fidelity standards and the 'whatever it takes' service philosophy.

Position Requirements

• Must be able to pass California State Department of Justice criminal background investigation, Live Scan and/or fingerprinting.
• Master’s degree in Social Work or related field required. Licensed with the California Board of Behavioral Sciences preferred. If not licensed, must be eligible to submit for licensure with the California Board of Behavioral Sciences.
• Qualifies as a Qualified Mental Health Professional (QMHP) by the Department of Mental Health.
• Must have at least 2 years’ experience providing specialty mental health field-based services to adults with severe and persistent mental health disorders, who have a history of homelessness, co-occurring disorders, and/or incarceration.
• Must have valid California Driver's license and the availability of a car with full coverage insurance.

Position Competencies

• Ability to provide leadership, operational oversight, and accountability to multidisciplinary behavioral health staff.
• Strong knowledge of FSP services, DMH documentation standards, Medi-Cal claiming requirements, rehabilitation services, and field-based behavioral health models.
• Ability to oversee outreach, engagement, and continuity of care efforts for difficult-to-engage clients.
• Ability to monitor field-based service percentages and FSP fidelity expectations including field-based and face to face service requirement as identified in the FSP ICM Program Service Exhibit.
• Ability to collaborate with hospitals, shelters, probation, law enforcement, housing providers, and community organizations.
• Excellent written, verbal, organizational, and problem-solving skills.

Primary Duties

• Provides formal weekly individual administrative supervision with assigned staff to ensure all required tenants of FSP ICM service delivery is met and conducts weekly team meetings to review and plan for services for each enrolled client
• Reviews and countersign progress notes for all staff assigned on their team, and conducts periodic quality reviews for staff who are assigned to countersign their own notes. Ensures that all progress notes meet DMH standards based on the organizational providers manual and the DMH procedure code manual.
• Ensures that staff meet agency productivity expectations and that staff complete all progress notes and service documents according to DMH standards and agency standards
• Review assigned staffs caseloads weekly to evaluate availability of assigned referrals and cases and coordinate coverage with the team when there are staff changes to ensure service coverage for the clients.
• Collaborate with treatment teams, clients and Director’s regarding change of provider requests.
• Ensures that referrals assigned to staff are contacted and provided outreach and engagement in person within the FSP ICM defined timeframes and frequencies and that referrals are adjudicated or enrolled in a timely manner.
• Ensures that staff enrolling clients complete all necessary documentation requirements in a timely manner and are provided services according to the FSP ICM PSE guidelines.
• Ensures that the treatment team provides the required amount of field and face to face services with the clients as defined in the FSP ICM PSE.
• Provides supervision and clinical guidance on all cases assigned to the treatment team, coordinates consultations for high risk/high acuity clients when needed and meets, and consults and coordinates with other staff from other levels of care as needed to review and identify clients who may require transition to a different level of care.
• Ensures assigned staff complete LOCUS tools for each client every 6 months as defined in the PSE and scores are reviewed with the treatment team to evaluate level of care and possible transfers to a different level of care.
• Ensures assigned staff complete all necessary paperwork to transfer or disenroll a client and ensure that all chart documentation is completed for each client before a discharge is completed.
• Review assigned staff’s alerts, failed claims and failed activities at minimum three times a week and ensure that all pending notes and service documents are fixed and completed in a timely manner.
• Conduct annual performance reviews of staff, and evaluate staff performance on a quarterly basis to ensure staff are meeting performance standards. When necessary, complete write ups, corrective action plans and/or performance improvement plans with staff not meeting agency standards or complying with agency policies and procedures.
• Meet with Chart Analyst bi-weekly to review results of utilization and chart reviews and provide directives to staff to revise charting based on findings.
• Coordinate continuity of care for clients transitioning from hospitals, incarceration, shelters, or institutional settings.
• Coordinate with ACCESS, hospitals, housing providers, and community resources to support integrated whole-person care.
• Conduct training during orientation when needed. Ensure that all new staff complete onboarding trainings and shadowing during onboarding process. Ensure that all staff complete onboarding checklist and ensure that staff are properly trained to execute their job duties.
• Ensure that staff complete all required trainings for FSP ICM, all required agency trainings and complete required annual trainings as defined by the PSE guidelines. Coordinate with QA to ensure that all training certificates are submitted.
• Conduct weekly meetings with Case Manager Team Leads to ensure compliance with job duties and consult about cases and treatment team staff.
• Participate in workflow improvement, program development, and operational planning initiatives when needed.
• Other Administrative and clinical duties as assigned.