Crisis Hub Manager

Common Ground • Bingham Farms, MI

23h

About The Position

As the Program Manager, you will be responsible for overseeing and leading a team of professionals who will provide a unique combination of customer service, crisis intervention, resource guidance, utilization review, mobile crisis oversite and dispatch, Behavioral Health Urgent Care (BHUC) billing services, insurance oversite, and system troubleshooting. You will supervise the flow of people in crisis throughout their care with Common Ground, never losing contact, including tracking key data. Pull together and coordinate helpers from multiple Common Ground specialties to ensure Common Ground is serving all individuals reaching out to the Hub, and reinforce a team culture that is positive, accountable, and responsive to the needs of people and the community. This multifunctional unit will provide a central point of contact where individuals can reach out to Common Ground for help, receive compassionate care over the phone and guidance to get them what they need to address their crisis. This might include sending a mobile team to their location, referral and connection to a clinician to explore mental health concerns and/or connection to a medical practitioner for a short-term bridge prescription until an individual can meet with their doctor. As the organization expands and grows, this unit will expand in their scope and size to meet the challenge of serving as the front door to Common Ground.

Requirements

• Bachelor’s Degree in a Human Service field; or comparable combination of education and experience
• Crisis intervention training must be completed within 3 months from hire if not previously completed

Nice To Haves

• Previous experience in crisis intervention and setting, preferred
• Previous leadership experience, preferred

Responsibilities

• Serve as in-person leader for the Common Ground Crisis Hub, overseeing operations, motivating staff, and creating a culture of service, readiness and care
• Ensure the successful achievement of internal and external program objectives, compliance, and adherence to established Key Performance Indicators
• Collaborate with CCR Senior Director to develop updated job function protocols, then train staff and ensure ongoing service level
• Over time, ensure the maintenance and enforcement of program policies, procedures, and protocols
• Collaborate with BHUC and Mobile Crisis leaders to monitor and facilitate smooth and efficient service throughout each individual’s Common Ground service experience
• Collaborate with Mobile Crisis and BHUC leadership to establish and maintain service opportunities for Common Ground crisis care
• Maintain deep understanding of Crisis Hub operational activities including Mobile Crisis and BHUC program parameters, mobile crisis dispatch, insurance verification, core provider alignment, billing activities, use of Certified Community Behavioral Health Clinics (CCBHC) Electronic Health Records (EHRs), etc. and guide other staff in these activities
• Analyze relevant systems, data and reporting, and make process improvements in collaboration with leadership team
• Maintain up to date records in the Electronic Health Record
• Monitor call documentation in EHR to ensure necessary information is captured, including signatures
• Periodically listen in real time to telephonic interactions to ensure excellent customer service and adherence to the Common Ground model of crisis intervention
• Monitor verifications of guardianships, suicidality, and other key data points in EHR
• Act on behalf of and/or fill in for CGCH staff when there is an absence, vacancy, or as program needs dictate
• Ensure that incoming and outgoing interactions are appropriately documented
• Ensure that the program is continuously improving by gathering research, data, and best practices, and implementing innovative new practices
• Direct and supervise CGCH staff and volunteers, ensuring adherence to Common Ground personnel policies and procedures
• Provide training, development, appraisal, and recognition of staff
• Direct and supervise CGCH staff and volunteers who participate in community training and who lead support groups
• Participate as a member of Common Ground’s management team
• Represent the program and the agency in community meetings
• Promote a culture of trust that reinforces the agency’s core values and incorporates desired environmental characteristics such as recovery orientation and trauma-informed care
• Partner with the agency’s Human Resources department to lead the program’s recruitment efforts
• Contribute to the creation of the program’s budget, monitor program finances, and approve expenses as appropriate

Benefits

• Generous paid time off (for eligible employees)
• Shift premiums (for eligible employees)
• Employer sponsored benefit & wellness plans (including 16% fringe pay, Calm App, etc.)
• Competitive wages

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 251-500 employees