Manager, Crisis & Critical Needs

Western Governors University•Bentonville, AR

About The Position

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career. Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families. The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is: Grade: Management_Executive 607 Pay Range: $95,300.00 - $157,300.00 Job Description The Manager, Crisis and Critical Needs, leads the University’s Crisis and Critical Needs (CCN) program within Student Wellbeing Services, ensuring a coordinated, trauma‑informed, and equity‑centered response for students experiencing acute distress, safety concerns, or disruptive behaviors. The Manager chairs the Behavioral Intervention Team (BIT); defines and standardizes crisis triage, safety planning, documentation, crisis case management, and referral/hand‑off processes; and provides campus education on recognition, de‑escalation, and referral pathways. The manager analyzes trends in crisis reporting, identifies systemic risks and policy gaps, and recommends improvements that advance student wellbeing and institutional compliance. This role provides direct supervision to crisis response professionals and stewards quality assurance, metrics, and continuous improvement for the Crisis and Critical Needs Program.

Requirements

Proven ability to lead and develop crisis‑response and student‑support professionals.
Advanced skills in risk assessment, crisis intervention, and safety planning.
Strong understanding of FERPA, Clery, Title IX intersections, and state reporting.
Demonstrated trauma‑informed and equity‑centered practice.
Ability to collaborate across complex organizations and external partners.
Strong judgment, discretion, and integrity with sensitive information.
Advanced communication skills, including presentations and training delivery.
Data‑driven decision‑making and process improvement skills.
Master’s Degree in Social Work (MSW)
Active and relevant clinical licensure (LCSW, LPC, or equivalent)
7 years of experience in crisis/behavioral health/student‑support, including 3 years of experience in higher‑education leadership with supervisory responsibilities, and 2 years of experience with BIT/CARE/threat‑assessment leadership
Experience in lieu of education Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.

Nice To Haves

Active Licensed Clinical Social Worker (LCSW) license
Training/certification in threat assessment (NaBITA, SIVRA‑35, WAVR‑21).
Experience with Clery, FERPA, and Title IX intersections.
Experience developing campus‑wide crisis education and prevention.

Responsibilities

Defines and implements consistent departmental practices for crisis triage, risk/safety planning, documentation, post‑incident review, and referral/hand‑offs, including service level agreements (SLAs).
Chairs the Behavioral Intervention Team (BIT), leading multidisciplinary case reviews and threat/risk assessments; ensures alignment with national best practices.
Safeguards confidentiality and manages FERPA/Clery/Title IX intersections, exercising appropriate mandated‑reporting judgment.
Educates faculty, staff, and leaders on crisis recognition, de‑escalation, mandated reporting, and referral pathways.
Analyzes crisis trends and prepares reports, dashboards, and presentations to inform institutional decisions.
Leads hiring, onboarding, training, scheduling, performance evaluation, corrective action, and termination for Crisis Program staff.
Conducts regular team meetings and 1:1s; ensures consistent and compliant case management practices.
Maintains team KPIs (response times, caseload complexity, closure rates) and implements continuous improvement.
Maintains team knowledge resources (extensive knowledge base, job aids) and provides professional development.
Partners with academic affairs, disability services, ombuds, Title IX, site security, internal and external Emergency Management committees, vendors, and agencies.
Oversees technology and secure data needs for case management and BIT documentation.
Performs other duties as assigned