Crisis Management Supervisor

Heritage Health•Coeur d'Alene, ID

3d•Onsite

About The Position

Heritage Health is hiring a full-time Crisis Management Supervisor in Coeur d'Alene, Idaho. This licensed and certified behavioral health professional directs patient-centered crisis intervention and case management services for individuals experiencing behavioral health crises and those with ongoing needs affecting their stability and well-being. The position directly oversees the crisis response team and ensures timely crisis assessment, de-escalation, safety planning, resource coordination, and connection to appropriate levels of care. It also oversees case management services that help patients navigate healthcare and community resources, address treatment barriers, coordinate care across providers and agencies, and develop plans that support stability, recovery, and independence. Through clinical guidance, staff supervision, and collaboration with community partners, the Supervisor ensures responsive, coordinated, and individualized support. Work is performed in a variety of environments, including outdoors, in an office, or in a healthcare clinic. Work may be demanding and chaotic, and may involve exposure to contagious diseases, physical injuries, and varied emotional states among patients. The role requires prolonged periods of sitting at a desk and working on a computer, as well as standing and walking indoors and outdoors. The employee may lift up to 15 pounds and must be able to navigate different departments and complete tasks in noisy or stressful environments while adhering to process protocols.

Requirements

Certification as an LCSW, LCPC, or LMFT is required.
Must be eligible for Idaho licensure.
At least three years of experience in a behavioral health setting.
Demonstrated leadership skills.
Ability to train groups in theory and skills in collaboration with department leadership.
Ability to work independently and organize work accurately and efficiently in alignment with Heritage Health's mission and vision.
Ability to respond effectively and sensitively to the needs and concerns of Heritage Health's diverse patient population.
Skill in using computer software, including the Internet and MS Office products.
Ability to handle sensitive information ethically and responsibly and protect confidential patient, employee, and business information.
Positive interpersonal, communication, and persuasion skills with patients, coworkers, and external contacts by phone, computer, and in person.
Ability to interpret written and oral instructions.
Ability to work under pressure and meet deadlines, with strong organization skills for retrieving information and closing issues competently.
Good judgment, sound decision-making, and conflict-management skills.
Ability to complete prolonged periods of sitting and computer work, and prolonged periods of standing and walking indoors and outdoors.
May lift up to 15 pounds; must be able to navigate various departments and complete tasks in noisy or stressful environments and adhere to process protocols.

Nice To Haves

Prior experience training staff in de-escalation and non-violent intervention, with a focus on trauma-informed programs.
Experience in crisis management, prevention, or a related field.
Experience working with vulnerable populations.

Responsibilities

Maintain a responsive case management team that connects patients with resources for needs such as housing, transportation, insurance coverage, and access to healthcare.
Educate staff and patients about crisis prevention and management, including trauma-informed de-escalation and non-physical intervention techniques.
Provide verbal de-escalation support during mental health crises and connect patients with appropriate urgent care services.
Develop, implement, and monitor organizational preventive measures and administrative controls to promote safety and consistency.
Collaborate with Human Resources, Risk and Compliance, and Leadership to complete reports of incidents occurring at Heritage Health.
Work with patients to access services from Heritage Health and outside entities, including 988, Crisis Center, and Mobile Crisis, and facilitate effective transitions of care.
Assist customers, employees, and visitors as requested.
Maintain regular and predictable attendance.
Perform miscellaneous job-related duties as assigned.
Serve as a clinical resource for staff and formally train and coach them, with a focus on professional development.
Collaborate with Human Resources on hiring and staff and clinician development and training; manage motivation, disciplinary actions, and staff terminations.
Foster a culture focused on the organization's mission, vision, and values through collaboration.
Lead and mentor direct reports, ensuring they have the tools and resources to work effectively with one another, employees, and community partners.
Communicate effectively through active listening, adaptability, empathy, and transparency; seek feedback and modify behavior accordingly.
Promote team engagement and accountability, set goals, provide direction, and support each team member in working to their fullest potential.
Model dignity, respect, fairness, and confidentiality to foster a trust-based work environment.
As needed, make recommendations to the Patient Dismissal Council.
As needed, make recommendations to the Executive Leadership Team regarding the need to trespass individuals.
Maintain relationships with local emergency agencies and determine when to engage them appropriately.
Complete required safety training, participate in emergency response tasks and safety committees or teams as requested, follow safety instructions, report or correct hazards, and provide feedback on safety issues.

Benefits

100% employer-paid employee medical, dental, and vision coverage for full-time employees.
Employer-paid life insurance equal to one times annual salary, up to $200,000; optional additional coverage is available at additional cost.
Short-term disability insurance based on age and salary.
100% employer-paid long-term disability insurance.
403(b) retirement plan with employer matching up to 4% of employee contributions.
120 hours of paid time off in the first year.
56 hours of Extended Illness Bank in the first year.
Eight paid holidays for full-time employees.
Employee Assistance Program with free telehealth visits for healthcare, counseling, and health and wellness coaching for employees and immediate household members.
No weekends or holidays.