Crisis Communication Program Manager

Crisis Response Center Program Manager

Under the supervision of the Director of Clinical Operations, the Crisis Response Center Program Manager will lead members of the clinical team in providing high quality evidenced-based care. They are responsible for the operations of the Crisis Response Center, including supervising licensed and unlicensed staff, ensuring Crisis Support Specialists and Crisis Clinicians duties are performed, and contract requirements are met. This position manages the daily workflow while simultaneously providing person served care, as needed.

Essential Job Responsibilities:

• Provides management oversight to the Crisis Response Center operations.
• Ensures tele-video assessments are done timely and accurately to ensure individuals are evaluated as quickly as possible, while simultaneously, ensuring the quality of services is in the best interest of the person served.
• Ensures Crisis Support Specialists and Crisis Clinicians duties are performed, and contract requirements are met for the Crisis Response Center, including tele-video screening and crisis intervention support.
• Conducts scheduled and consistent supervision, to licensed and unlicensed staff, to assure adherence to established principles and standards of credentialing boards.
• Accessible during scheduled shifts and on call to ensure 24/7 access to supervision for staff is available.
• Ensures all procedures and protocols are followed on every phone queue, including the 988 Suicide and Crisis Lifeline.
• Ensures timely and adequate follow up to all quality-of-care concerns.
• Ensures the maintenance of call quality and adherence to company guidelines and practices, by performing reviews on calls and screens handled by staff.
• Promotes a positive image of HealthSource by initiating, developing and sustaining effective business relationships in the communities served by HealthSource.
• Adapts to changing work priorities and a fast-paced environment while maintaining a professional and positive attitude.
• Provide education, supportive counseling, problem solving, role modeling, referral, advocacy, crisis intervention, and other information as needed.
• Participates in the hiring, training, and evaluation of those supervised.
• Actively engages in the quality initiatives undertaken by HealthSource and influences programs within the division or company that refine systems and processes and improve overall performance that are data driven.
• Manages shift coverage with other managers to ensure 24/7 support of Crisis Response Center, per contractual obligations.
• Provides crisis call and screen coverage as necessary to ensure minimal disruption in business operations.
• Leads with and promotes HealthSource values.
• Supports staff engagement and retention.
• Performs all other duties as assigned.

Physical Demands:

• Frequently required to speak, write, and memorize.
• Constantly required to talk, read, problem solve, see, hear, and sit.
• Push, pull, lift, or carry 20 pounds.
• Occasionally required to bend, twist, squat, kneel, stand, walk or balance.

Additional Duties:

Additional duties and responsibilities may be added to this job description at any time. The job description does not state or imply that these are the only activities to be performed by the employee(s) holding this position. Employees are required to follow any other job-related instructions and to perform any other job-related responsibilities as requested by their supervisor.

Benefits:

• Flexible scheduling to support a positive work-life balance.
• Full remote capabilities.
• HealthSource pays 65% of health and dental insurance costs.
• Employees are provided 8 paid holidays, 2 floating holidays, and paid time off.
• Employees are eligible to participate in our 401k after their first year of employment.
• Access to unlimited trainings and CEUs through Relias, our Learning Management System.
• A variety of other benefits are offered and can be found in the Employee Handbook.

Requirements:

• Current Master's degree, clinically licensed preferred, in a human service-related field and licensed through the Kansas Behavioral Sciences and Regulatory Board (BSRB);
• Five (5) years supervisory and/or program management experience preferred;
• Three (3) years crisis management experience preferred;
• One (1) year experience working in a call center preferred;
• Experience with the CMHC system preferred;
• Strong diagnostic ability and knowledge base on behavioral health assessments and psychiatric disorders;
• Ability to work independently and in cooperation with others;
• Strong oral and written communication skills;
• Strong interpersonal skills in working with diverse populations;
• Strong organizational skills;
• Demonstrates superior customer service skills;
• Prior computer experience and basic computer fluency, as well as the ability to pull, interpret, and apply data to current practices and future initiatives.
• Demonstrates ability to learn and use new technologies, including computer programs and phone systems;
• Maintains effective, cooperative working relationships with people, both internally and externally, as it relates to the operations and business of HealthSource;
• Demonstrates an energetic and positive approach to the rapidly evolving changes and challenges of a complex workplace; adapting to progressively responsible clinical and administrative duties;
• Prepare and submit comprehensive and accurate reports to the Department of Child and Families (DCF) in accordance with mandated guidelines and timelines;
• Must maintain confidentiality and meet HIPAA standards for confidentiality;
• Must successfully complete background checks.