Mobile Crisis Response Manager - VA

Hidden Roots LLC•Hopewell, VA

1d•Hybrid

About The Position

The Mobile Crisis Response (MCR) Manager is responsible for overseeing all operational, clinical, and compliance-related functions of the MCR program in Virginia. This role ensures seamless client flow, staff accountability, regulatory compliance, and accurate payroll and timesheet approvals while maintaining high-quality crisis response services aligned with DBHDS and Medicaid requirements. The MCR Manager serves as the central point of coordination between dispatch, clinical staff, administration, and leadership and reports directly to the Director / Executive Leadership.

Requirements

Bachelor’s degree in Human Services, Social Work, Psychology, or related field (Master’s preferred)
Experience working in Mobile Crisis Response, crisis services, or emergency behavioral health
Strong understanding of Virginia DBHDS and Medicaid MCR requirements
Supervisory experience in a behavioral health setting
Proven experience with timesheet review and payroll approval
Strong organizational, leadership, and problem-solving skills
High attention to detail and compliance
Strong leadership and accountability mindset
Ability to manage high-pressure situations calmly and effectively
Excellent written and verbal communication skills
Ability to multitask and manage competing priorities
Proficiency with scheduling, payroll, and documentation systems

Nice To Haves

Licensed or license-eligible clinician (LCSW, LPC, LMFT, LMHP, or equivalent)
Experience with EHR systems and Medicaid billing workflows
Crisis Intervention Team (CIT) or crisis management training
Audit and compliance experience

Responsibilities

Oversee all MCR program workflows from intake, dispatch, response, documentation, follow-up, and billing readiness
Ensure adherence to DBHDS, DMAS, Medicaid MCO, and contractual requirements
Maintain daily awareness of MCR census, response times, and service delivery outcomes
Identify workflow gaps and implement corrective action plans as needed
Serve as point person for crisis escalations, operational issues, and field support
Supervise MCR staff including clinicians, QMHPs, peers, and support personnel
Ensure appropriate staffing coverage for all shifts, on-call schedules, and crisis rotations
Conduct regular supervision, check-ins, and performance monitoring
Address attendance issues, policy violations, and corrective actions in collaboration with HR
Support onboarding and training of new MCR staff
Ensure all clinical documentation meets medical necessity and timeliness requirements
Monitor completion of: Safety plans Crisis assessments Disposition documentation Follow-up and referrals
Conduct regular chart audits and corrective feedback
Ensure compliance with HIPAA, confidentiality, and risk management standards
Prepare for audits, site visits, and internal reviews
Review and approve staff timesheets for accuracy and compliance with policy
Ensure time entries align with scheduled shifts, services rendered, and documentation
Address payroll discrepancies prior to submission deadlines
Collaborate with HR and payroll departments to resolve pay issues
Monitor overtime, missed punches, and unauthorized time entries
Work closely with intake, dispatch, billing, and leadership teams
Ensure insurance verification processes are followed prior to service delivery
Maintain professional communication with external partners, hospitals, law enforcement, and community agencies
Participate in leadership meetings and program planning initiatives
Track and report: Response times Service utilization Staff productivity Compliance indicators
Maintain accurate internal trackers and dashboards as required
Provide regular updates to leadership on program performance and risks