Clinical Program Manager, Behavioral Health Crisis Helpline

Samaritan Daytop Village•Blauvelt, NY

2d•$90,000 - $95,000•Onsite

About The Position

Clinical Program Manager, Rockland Behavioral Healt h Crisis Helpline Samaritan Daytop Village is a leading provider of transitional housing, behavioral health and social services throughout New York State. As part of this mission, the Rockland Behavioral Health Crisis Helpline (BHCH) offers compassionate, immediate support to community members experiencing mental health or substance use crises. The BHCC is staffed by a team of licensed clinicians and certified peers trained in crisis counseling who listen, assess needs, coordinate mobile crisis response when necessary, and connect callers to appropriate ongoing care—ensuring help is accessible, responsive, and grounded in dignity when it matters most. We are seeking a skilled and experienced Clinical Program Manager to lead and support the Behavioral Health Crisis Helpline team of 8 people. This role is essential to maintaining high-quality, client-centered crisis services while ensuring adherence to clinical best practices and organizational standards. The ideal candidate will have a mental health/substance use background, supervisory experience, and expertise in crisis intervention, with the ability to cultivate a collaborative, effective, and compassionate environment for both staff and callers.

Requirements

Masters’s Degree in Social Work, Counseling or related clinical field from an accredited institution.
An active New York State LMSW, LCSW, LMHC, or equivalent state licensure.
Minimum of 3 years of clinical experience, including some supervisory or managerial experience.
Proven expertise in crisis intervention, risk assessment, and behavioral health services.
In-depth knowledge of NY’s diverse network of medical and behavioral health care organizations, including substance use disorders, treatment services, education and employment services, and non-traditional community support groups.
Proficiency in using Microsoft Office Suite, electronic health record (EHR) systems and call management software.
Experience working directly with people from diverse racial, ethnic and socioeconomic backgrounds.

Responsibilities

Oversee the day-to-day operations of the Behavioral Health Call Center, ensuring smooth workflow and effective call triage.
Develop and implement policies, procedures, and protocols to enhance service delivery.
Monitor key performance indicators (KPIs), call response metrics, and quality assurance outcomes to maintain excellence in service provision.
Provide clinical supervision and guidance to licensed clinicians and other call center staff.
Monitor staff performance, ensuring adherence to best practices and organizational standards.
Facilitate regular team meetings, case reviews, and debriefings to support staff development and address complex cases.
Serve as a clinical escalation point for high-risk or complex calls, providing guidance and support to staff.
Lead the development and implementation of crisis intervention protocols and safety planning procedures.
Stay current with evidence-based practices in crisis management and behavioral health interventions.
Plan and deliver ongoing training for staff on topics such as crisis intervention, de-escalation, and resource navigation.
Mentor and coach team members to enhance their clinical skills and professional growth.
Support licensure maintenance for staff through supervision and professional development opportunities.
Work closely with organizational leadership to align program goals with strategic objectives.