Crisis/Access Operations Manager

Job Description

Job Description

CRISIS/ACCESS OPERATIONS MANAGER - HOUGHTON LAKE

This is a management position responsible for the day-to-day coordination, implementation, and operational oversight of assigned Crisis and Access services within Northern Lakes Community Mental Health Authority (NLCMHA). The position requires substantial knowledge of community mental health operations, applicable regulatory requirements, reimbursement systems, service delivery standards, and clinical practices related to individuals with mental illness, substance use disorders, intellectual/developmental disabilities, and co-occurring conditions.

The position operates with considerable independence under the general supervision of the Director of Crisis and Access Services and is responsible for ensuring the effective daily functioning of assigned programs, services, and staff. Responsibilities include supervision of assigned personnel, coordination of workflow, monitoring service delivery activities, problem-solving operational issues, and supporting compliance with Medicaid, MDHHS, CARF, and organizational requirements.

This position exercises independent judgment in addressing routine operational, staffing, and service delivery matters while serving as a resource to staff, consumers, providers, and community partners. The Operations Manager works collaboratively with internal departments and external stakeholders to promote efficient access to services, timely crisis response, and high-quality customer service.

The position is responsible for monitoring departmental operations, supporting budget management within assigned areas, tracking performance measures, identifying opportunities for service improvement, and assisting with the implementation of organizational initiatives. This position directly manages one or more teams or service units and supports the achievement of departmental goals established by agency leadership.

ESSENTIAL POSITION FUNCTIONS (listing Position Specific functions first):

• Responsible for the day-to-day, operation, coordination, and implementation of Crisis/Access Services and Utilization Management throughout Grand Traverse, Leelanau, Wexford, Missaukee, Roscommon and Crawford Counties.
• Oversees daily department operations and implementation of strategic initiatives established by the Director of Crisis and Access Services, ensuring efficient workflow, productivity, service delivery, and compliance with organizational expectations.
• Coordinates and supports the integration of Crisis, Access, and Utilization Management functions to ensure timely access to services, continuity of care, and appropriate clinical decision-making.
• Shares responsibilities and ensures the integration, coordination, and effectiveness of all crisis response, access, screening, assessment, diversion, and stabilization services provided within agency offices, community settings, and after-hours response systems, including jail diversion services and Intensive Crisis Stabilization Services (ICSS).
• Provides direct supervision of Crisis and Access Specialists and other assigned staff, ensuring adherence to performance expectations, service standards, and organizational policies.
• Collaborates with jail liaisons and community partners to support access to behavioral health services for incarcerated individuals across the lifespan.
• Shares supervisory responsibilities with the Director in accordance with NLCMHA policies and applicable laws, including:
• Recruitment, interviewing, hiring, and onboarding activities.
• Staff orientation, training, and coaching.
• Regular supervisory sessions.
• Professional development planning.
• Performance evaluations.
• Performance improvement and disciplinary processes.
• Establishment and monitoring of measurable performance standards.
• Maintains working knowledge of human resources policies, labor agreements, employment laws, and organizational procedures.
• Troubleshoots operational, staffing, workflow, and service delivery concerns and collaborates with supervisory and clinical leadership to identify and implement solutions.
• Coordinates staffing coverage and operational supports necessary to ensure uninterrupted Crisis and Access service delivery.
• Provides direct Crisis and Access services as needed during staffing shortages, high-demand periods, emergencies, or other operational circumstances.
• Will be required to participate in a rotating supervisory after-hours on-call system.
• Will authorize services consistent with the NLCMHA authorization system.
• Promote a healthy team approach to the service delivery system, manage conflicts, interpret administrative guidelines, and implement directives in a timely professional manner.
• Establish procedures for routinely monitoring workflow and promoting staff development (facilitate team meetings, manage agendas).
• Monitor documentation (chart reviews) of service system to ensure appropriate standards are met. (CMH, CARF, Medicaid, Qualitative Review).
• Serves as Co-Chair of the Utilization Management Committee and supports department compliance with utilization management processes, service authorization standards, and clinical review requirements.
• Conducts continuous reviews of documentation, assessments, crisis interventions, and service authorizations to ensure compliance with eligibility criteria, medical necessity standards, level-of-care determinations, and documentation requirements.
• Performs chart reviews and documentation monitoring to ensure compliance with Medicaid requirements, Michigan Mental Health Code standards, CARF standards, organizational policies, and quality review expectations.
• Establishes and maintains procedures for monitoring workflow, productivity, timeliness, and staff performance.
• Facilitates team meetings, develops agendas, communicates organizational expectations, and promotes collaboration across service areas.
• Monitors departmental reports, productivity data, service outcomes, response times, workload indicators, and operational metrics to improve efficiency and effectiveness.
• Ensures staffing patterns and resource allocation support operational needs and service delivery requirements.
• Assists with training initiatives within NOLA and other assigned service areas, including training related to documentation standards, eligibility criteria, clinical assessments, and service authorization requirements.
• Maintain knowledge of the relationship between Crisis, Access, Utilization Management, and other NLCMHA services, a well as community resources and service networks.
• Conduct needs assessment and operational reviews to identify service gaps, workflow improvements, and opportunities to enhance the Crisis and Access department.
• Provide organizational and community education and training as appropriate, task supervisor for interns.
• Track and report on a variety of activities and prepare statements, summaries of activities, spreadsheets, database reports and related documents as required. (Jail report, review supervision notes).
• Maintain knowledge of and alignment with the NLCMHA Strategic Plan and overall purposes and programs of the area assignment.
• Coordinate and/or complete special projects as needed with the director.
• Keep informed of all significant activities, successes and problems of the area assignment
• Extensive knowledge of the Mental Health Code, MDCH Contract, Clinical Assessments and Eligibility Guidelines, Medicaid Manual, Compliance requirements and the structure, guidelines and services of NLCMHA.

QUALIFICATIONS:

• Must have licensure with the State of Michigan as a fully licensed professional: Licensed Masters Social Worker, Licensed Professional Counselor or Psychologist preferred. Masters Limited Psychologist considered.
• Master's Degree in Social Work, Psychology, Licensed Professional Counselor from an accredited university, or a Degree in Nursing
• A minimum of 5 years previous clinical experience and administrative supervision is required.

PAY: $86,069 - $96,419

BENEFITS:

• Medical Insurance (4 options)
• Dental Insurance (2 options)
• Vision Insurance (2 options)
• Health Savings Account
• Healthcare and Dependent Care Flex Spending Account
• MERS Retirement Plan (with Employer matching up to 5%)
• Paid Time Off (18 days in 1st year)
• Holidays (13 days)
• Employee Assistance Program
• Short Term Disability
• Long Term Disability
• Accidental Death & Dismemberment Insurance

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:

• This position will require irregular hours to ensure 24/7 coverage of emergency services.
• This position may require travel by personal vehicle if an agency vehicle is not available
• 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Occasionally: Lifting up to 25 lbs. with or without assistance, Stretching/Reaching, Exposure to blood borne pathogens and infectious disease, Exposure to hazardous material, Stooping (bend at waist)
• Frequently: Hand/Finger Dexterity, Talking in person, Talking on the telephone, Hearing in person, Hearing on the telephone, Vision for close work

Northern Lakes CMH Authority is an equal opportunity employer and is committed to fostering a work environment that respects the dignity and worth of each individual and is free from all forms of employment discrimination, including harassment, because of race, color, sex, gender, age, religion or religious creed, national origin, ancestry, citizenship, marital status, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, military or veteran status, or any other characteristic protected by law. Northern Lakes CMH Authority will provide reasonable accommodations to individuals with disabilities or based on sincerely held religious beliefs, in accordance with applicable laws. Hiring decisions are based exclusively on merit, qualifications and business needs.