CLIENT SERVICES MANAGER ADULT MI/ACT/CARES/JAIL- UP

Client Services Manager

Under the supervision of a qualified professional Health Services Supervisor is responsible for working directly with consumers, natural supports, and other service providers to achieve specific treatment/support outcomes for consumers with mental illness. The Client Services Managers responsible for completing needs assessment, developing, and updating Individual Plans of Service using a Person-Centered Planning Process, coordinating, and monitoring consumer services, directly assisting consumers in achieving desired outcomes and documenting consumer progress. In addition, the Client Services Manager delivers evidence-based interventions directly and through referral to programming both within the organization and through community resources. All services are completed with recovery-oriented focus. As this position is an entry level professional position, applicants must have mastery of all core competencies by the completion of the probationary period.

Position Openings Include:

Adult MI

The Adult MI team provides comprehensive case management services to clients with mental illness and/or substance use concerns (MHSUD). Additional teams (PATH) provide outreach to homeless individuals while offering mental health treatment.

Assertive Community Treatment (ACT)

The ACT team visits home and communities to help clients maintain their health in a community setting. Some clients may need daily contacts or 24/7 crisis support while others may only require weekly check-ins. Services are tailored to client needs and may vary over time. This position requires some evening, weekend, and on call coverage.

Cares

The CARES provides case management support to individuals with mild/moderate mental illness.

Jail Services/LEADD

The Jail Services team in the Corrections Division at the Washtenaw County Sheriffs Office. This position requires second shift hours and weekend on-call coverage. The LEADD team provides trauma-informed, person-centered care based on the goals and needs of a client instead of using the traditional criminal justice system.

Residential Treatment Services

The Residential team works with clients in group home settings to provide behavioral health care and support. Specialized residential settings are licensed Adult Foster Care settings working to provide a specialized services to individuals with a mental illness and/or developmental disability.

Examples Of Duties

Core functions within the context of a recover-oriented environment:

Assessment and Family Centered Planning

Completes comprehensive consumer needs assessment, including updated assessments based on changes in consumer needs or circumstances

Leads the development and maintenance of an Individual Plans of Service using a person centered planning process for all assigned consumers, assuring that IPOS are completed within mandated time frames

Assures that all outcomes are specific with regard to amount, scope, and duration of service

Completes progress reviews at intervals defined by most current departmental policy

Fostering recovery, self determination and improved quality of life:

Develops supportive relationship with assigned consumers to assure that the Person-Centered Planning process and all services is consumer driven

Coordinates and collaborates with a consumer's network of care, including primary healthcare, family and natural supports

Monitors and coordinates service delivery to consumers/families as specified in the IPOS

Works with consumers to promote the outcomes specified in IPOS

Directly supports consumers in resolving crises, coordinating additional services or supports where needed

Supports individuals in developing crisis plans, which are incorporated into the IPOS

Provides individual or group skill building services across multiple life domains

Provides supportive, recovery oriented counseling within the context of other ongoing services

Resources / Collaboration and Advocacy:

Directly assists clients in securing and maintaining needed services and entitlements; e.g., housing, financial benefits, physical examinations, laboratory tests, etc.

Assists consumers with budget planning to meet basic necessities; co-pays, housing costs, and Medicaid Deductibles.

Assists in systems advocacy to secure needed services for the clients from any service provider either internal or external to the Community Mental Health system.

Provides support and education regarding mental illness and the stigma associated to mental illness.

Provides education to consumers about their rights, and about navigating the mental health system.

Record Keeping:

Documents consumer activity in relation to the outcomes specified in the IPOS.

Maintains complete and detailed records consistent with agency standards, procedures and requirements of third party funding and accreditation sources.

Keeps timely and accurate clinical records in the electronic health record system, including scheduled appointments, IPOS, progress reviews, assessment updates, progress notes, demographics and all other documentation as identified by the department or funders.

Organizational and Personal Development:

Fosters and promotes the organization's mission, vision and goals.

Demonstrates alignment with the organization's vision and mission.

Participates actively in performance improvement activities.

Assures professional, ethical behavior and relationships

Observes all requirements of law and regulation with respect to Recipient Rights and confidentiality of health care

Medication Support:

Provides oversight/assistance to consumer's requiring observance of medication adherence according to agency policy and after successful completion of medication training requirements.

Other duties may be assigned by the Health Services Supervisor or Program Administrator dependent on program needs.

Employment Qualifications

Knowledge, Skills, and Abilities:

Knowledge of the principles of recovery and self-determination as related to mental health and co-occurring disorders

Basic knowledge of the use of the DSM- V.

Knowledge of common signs and symptoms specific to the Adult Mental Health population.

Knowledge of common mental health conditions, substance abuse conditions and mental health treatment/support interventions.

Knowledge of available community resources.

Ability to utilize sound judgment and practice autonomous decision-making.

Ability to represent the agency to the community, natural supports and other interested persons in a manner that fosters understanding of the mental health needs of consumers, and the goals/mission of the organization.

Ability to assess safety for consumers and self.

Ability to manage crisis situations.

Cultural sensitivity and awareness of the role of culture in the delivery of services.

Delivery of culturally competent services including the ability to transform knowledge and cultural awareness into health and/or psychological interventions that support and sustain healthy client system functioning within the appropriate cultural context.

Knowledge of the impact of trauma and the basic tenants of trauma informed services

Awareness of the impact of poverty upon consumers.

Within the first six months of hire, the employee will be expected to demonstrate competence in the following:

Knowledge about current trends in the field of mental health.

Knowledge and practice of the principles of recovery.

Knowledge of the Michigan Mental Health Code, including Recipient Rights and Grievance and Appeals.

Expanded knowledge of and demonstrated ability to access community resources.

Ability to work both autonomously and as a member of a multidisciplinary team.

Ability to use supervision effectively, participating regularly in individual and /or group supervision and informing supervisor of critical issues as related to individuals served

Ability to provide leadership, as demonstrated by initiative and ownership of projects.

Ability to incorporate Person-Centered Planning principles into practice.

Ability to recommend services for Person-Centered Planning, including the recommendation to deny, reduce, suspend or terminate services.

Ability to communicate effectively with consumers, family members and other natural supports.

Ability to effectively prioritize work.

Competence in treatment of co-occurring disorders, recovery-based interventions, evidence-based practices, and learning organization principles.

Willingness to actively engage in the professional development process.

Knowledge of how to access agency policies.

Demonstrated skill and knowledge of evaluation of mental health service needs.

Demonstrated skill and knowledge of Service Authorization Process.

Demonstrated skill and knowledge of Service Eligibility Criteria and Medicaid-covered Services.

Demonstrated skill and knowledge of CMH, community services, support and other resources.

Demonstrated skill and knowledge of Grievance and Appeal rights and procedures.

Proficiency in the use of the electronic medical record.

Demonstrated ability to meet all job duties within specified time frames.

Performs other duties as assigned by the Supervisor.

Beyond six months

Employee will continue to participate in on-going