Description
Position Overview
The Mobile Crisis Manager will report to the Mobile Crisis Director to assist in identifying, planning, and implementing key projects to improve quality, reduce costs, increase productivity and improve response time within the Mobile Crisis Response Services (MCRS) program. This position will provide guidance to supervisors in overall clinical supervision, operations management, and ongoing improvement with the program. This position will oversee analyzing the needs of the program and responding quickly as priorities evolve in accordance with BHL values and work as a team, in conjunction with leadership.
The Mobile Crisis Manager will uphold DBHDD contractual requirements, leverage technology to improve operational efficiencies, and maintain positive and productive relationships with stakeholders- both inside and outside of BHL & DBHDD. The position will have general responsibilities for the following duties listed below but may also be responsible for specific program functions that cover all regions. Any special project or specific program responsibility will be communicated by your manager.
Essential Duties
- Execute leadership strategies in collaboration with the program director to ensure KPI’s and contract deliverables are met.
- Work with supervisor staff to develop strategies for efficient use of responders to crisis dispatches in 59 minutes or less and ensure diversion rate is no less than 85%.
- Work as part of a team to accomplish program goals by establishing action plans, timeframes, outcome measures, resource allocations, and progress reviews.
- Collaborate with key internal and external stakeholders to foster and maintain a cooperative working relationship that enhances the consumer experience and expands the MCRS program footprint.
- Directly manage new hire orientation, welcome new hires to the team and provide additional training in coordination with supervisory staff.
- Lead BHL Platform implementation, training, and continuous improvement in coordination with the IT Department.
- Ensure prompt response times to candidate inquiries and actively engages in the hiring lifecycle to avoid loss of qualified candidates.
- Lead quality improvement projects and ensure team has the acceptable program quality scores.
- Generate accurate and timely offer letters and contribute to high quality, qualified hiring that results in a stable and consistent workforce.
- Ensure optimal program coverage and schedule efficiency in coordination with schedulers, the Operations Manager, and the Supervisory team.
- Manage overtime expenses within assigned budget, participate in budgeting, planning and cost reduction strategies.
- Seek continuous improvement strategies to improve program performance.
- Help execute change initiatives promptly where necessary through effective communication and task prioritization.
- Participate and lead appreciation and retention efforts including the monthly BHL recognition program in coordination with the HR Department.
- Lead performance management initiatives, ensure annual reviews are completed on time.
- Document operational tasks, and processes for consistency, efficiency and standardization program wide.
- Regularly review and analyze data to identify trends and report this information to leadership.
- Track and capture relevant utilization and outcome data. Prepare reports as required and make strategic plans to support the development of the program.
- Manage supervisory team with a focus on sustaining results through selecting, coaching, counseling, and disciplining direct reports; and through planning, monitoring and evaluation of their job performance.
- Draft, deliver and review disciplinary actions in collaboration with the Director and the HR Department that are effective in procuring behavior change and in compliance with the law.
- Collaborate with BHL operational and functional leaders to resolve program challenges impacting mobile operations.
- Direct supervisory staff to comply with organization, state, and federal regulations set forth to include professional development, safety training, and confidentiality policies.
- Participate in and lead team meetings, and company-wide trainings as needed.
- Manage and work with Mobile Community Liaison’s to improve community relations and address complaints promptly.
- Develop strong partnerships with key stakeholders focusing on state partnerships.
- Demonstrate a positive attitude as well as professional and ethical conduct at all times.
- Stay up to date with current best clinical and management practices.
- Maintain licensure and/or certification required for performance of professional duties. Ensure same of staff in coordination with the HR department.
- Additional duties as assigned.
Requirements
Experience, Skills and Qualifications
- Minimum three (3) years in a supervisor, manager or team leadership role in the behavior health field.
- Five (5) to seven (7) years’ experience supervising or managing in mobile crisis preferred.
- Demonstrated high level clinical experience and skills and the ability to train others successfully in these areas.
- Demonstrated excellence in de-escalation techniques, documentation, communication etc.
- Demonstrated ability to build, motivate, and lead a professional team aligned with organizational goals.
- Valid, unrestricted GA driver’s license.
Education & Credentials
- Master’s degree in a behavioral health discipline with a valid license to practice in the state of Georgia as a Licensed Professional Counselor (LPC) or Licensed Clinical Social Worker (LCSW).
- For LPCs, Certified Professional Counselor Supervisor (CPCS) credential from the Licensed Professional Counselors Association of Georgia (LPCAGA) or Approved Clinical Supervisor (ACS) credential from the National Board of Certified Counselors (NBCC) is preferred but not required. Demonstrated ability to build, motivate and lead a professional team aligned with organizational goals.
Travel Requirements
- This position requires travel less than 25% of the time. Travel may be required by foot, rail, car or plane.
Work Location & Schedule Requirements
In general, this is a remote position, that will not require daily reporting to an office. However, you may be required to attend periodic in-person meetings depending on business needs. Travel may be required by foot, rail, car or plane. The company is headquartered in Atlanta, GA, therefore maintaining a working schedule of hours amenable to EST is required. All employees must be willing to work flexible schedules, including holidays, nights and weekends as dictated by business needs.
Physical Requirements
Typically, this position operates in a remote, home office environment with in-person, business and leadership meetings required as business needs present. The position routinely uses standard office equipment such as computers – including virtual meeting software and various communications applications and telephones. Technical proficiency and the ability to perform computer work for 8+ hours a day is required.
This position also requires in-person mobile fieldwork, which may include quality reviews, participation in community engagement activities and leadership training and meeting events. Travel is required via the employees own personal vehicle, and BHL is not responsible for the cost of damages, maintenance or repairs for vehicles used in the line of work. The ability to stand, walk, speak and move freely (including navigating stairs and uneven pavement) is required. The ability to be outside for an entire workday, either day or night is also a requirement. Driving in any condition, including traffic, day or night for the entirety of the workday may be required. Bending, lifting, and manipulating objects up to 25 lbs. may be occasionally required. First responders must be able to drive in a car for the duration of their assigned shift, if necessary.
Behavioral Health Link Equal Opportunity Statement
Behavioral Health Link maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling BHL’s commitment to equal employment opportunity. We are an equal opportunity employer and will consider all qualified applicants for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline.