Program Manager of Crisis Triage

Denton County Mhmr Center Inc; Denton (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

Denton MHMR in Denton, TX seeks an experienced Psychiatric Triage Manager to oversee daily operations, ensure compliance with federal, state, and HHSC guidelines, and supervise staff. The role emphasizes crisis intervention, court liaison, and program development within a grant-funded framework.

The candidate should have a QMHP qualification, supervisory experience, and preferred licensure (LPC/LMSW/LMFT). Strong leadership and communication skills are essential for coordinating services and

Qualifications

• Bachelor's degree in a human services field (qualifying as a QMHP) required.
• Experience working with mentally ill population and crisis intervention services.
• One year supervisory experience required.
• Master's degree and licensure as LPC, LMSW, or LMFT preferred; community MHMR experience is a plus.

Responsibilities

• Oversee daily operation and activities of Psychiatric Triage.
• Develop guidelines, procedures, policies, rules, and regulations.
• Plan, assign, and supervise staff; ensure coverage for shifts and crisis response.
• Monitor budget expenditures and grant requirements; ensure compliance with HHSC rules.
• Provide crisis services leadership and participate in court liaison duties.
• Foster a positive work environment and support staff development.

Skills

Case management

Crisis intervention

Interviewing

Communication

Training/mentoring

Team leadership

Education

Bachelor's degree in human services

Master's degree with LPC/LMSW/LMFT preferred

1 year supervisory experience

Tools

Microsoft Office

Microsoft Outlook

Excel

Electronic Health Record (EHR) system

Job description

Under directionof the Director of Crisis Services and within federal, state, and localguidelines performs highly advanced managerial work administering the dailyoperation and activities of Psychiatric Triage.

Performs routineadministrative and managerial program work. Responsible for the clinical andadministrative oversight of the psychiatric triage facility and court liaison.Work involves establishing goals and objectives; developing guidelines,procedures, policies, rules, and regulations; developing schedules, prioritiesand standards for achieving established goals; coordinating and evaluatingbusiness activities of the Psychiatric Triage; and monitoring budgetexpenditures. Plans, assigns, and supervises the work of others. This is agrant funded position. Works under minimal supervision, with extensive latitudefor the use of initiative and independent judgment.

Education,Training, and Experience

• Bachelor's degree in a human servicesfield (qualifying as a QMHP) required.
• Requires experience working withmentally ill population and experience with crisis intervention services
• One year supervisory experiencerequired
• Master's degreeand licensure as LPC, LMSW, or LMFT preferred. Prefer experience in a communityMHMR setting.

Registration,Certification, Licensure, and Other Qualifications

• Must haveand maintain a background and criminal history free from any disqualifyingoffenses as outlined by the Texas Administrative Code (TAC) and the Healthand Human Services Commission (HHSC).
• Must possessand maintain a valid driver's license and automobile insurance.

oIndividualswith an out-of-state driver's license must be able to obtain a driver's licensein the state of Texas within thirty (30) days.

• Successful completion of allposition-specific training within thirty (30) days of employment is required.

Knowledge,Skills, and Abilities

• Applicant shouldbe skilled in interviewing, listening, and providing case management servicesto individuals, and in the operation of computers and applicable computersoftware.
• Ability to assessindividuals' needs, coordinate individuals' services, to monitor programeffectiveness, to communicate effectively.
• Applicant shoulddemonstrate ability to effectively train others in necessary skills.
• Ability toeffectively present information in a one-on-one and in small group situations.
• Highly effectivein working objectively with a diverse group of people and be able todemonstrate communication, organizational, administrative and office managerialskills.
• Computer skillsrequired specifically Microsoft Office, Microsoft Outlook, Excel, and thecenters electronic health record system.
• Understanding ofall applicable TAC and HHSC's Information Item V.
• Ability to makedecisions based on education and or clinical experience, which reflectconsistency with Center's Guiding Principles, Policies and Procedures, andStandards of Care.
• In timesUnderstanding and practice of Trauma Informed Care principles.
• Ability todisplay regular and reliable (in-person, if required) attendance.
• Understanding andpractice of Trauma Informed Care principles.

The following list outlines keyresponsibilities for the position; however, it is not exhaustive and does notencompass all responsibilities. Additional duties may be assigned as needed.

• 1.Absence willensure that continuity of crisis services is covered utilizing Director orappropriately trained team leader.
• o Provides coverage when necessary in absence of psychtriage team member or court liaison.
• o Completes the psych triage schedule in a timely mannerto reflect availability of psych triage full time, part time, and PRN staff andsecures coverage for all shifts.
• o Responds to calls within 10 minutes of receivingthem in order of importance. Responds by text to let staff know of delay wheneverresponse in 10 minutes is not possible.
• 2.Reviews programdesign development and proposes changes to improve service delivery.
• o Review and update applicable policies, procedures, andprogram descriptions annually or as needed.
• o Provides suggestions and proposals for improvedservice provision.
• o Reviews follow up notes, assessments, and otherdocumentation to ensure accurate completion within required time frames.
• o Completes weekly, monthly, and quarterly monitoring orreports as determined by Director.
• 3.Manages psychtriage and continuity of care liaison (court liaison) staff with respect todeadlines, duties and performance contract requirements.
• 4.Creates andmaintains a positive work environment.
• o Meets with staff under his/her supervision at leastmonthly (or more frequently as needed) to provide guidance, ongoing training,and support.
• o Collaboratively completes a supervision form at eachsession documenting the strengths and areas for growth in each employee as wellas other areas discussed. Both members present should sign the form.
• o Ensures employees complete education and trainingrequirements, 100% compliance.
• o Performance issues will be addressed first insupervision, then using Corrective Action form as per Center Guidelines. Directsupervisor, Human Resources Administrator and Administrator of Crisis &Mental Health Services will be kept informed of progress of employee as needed.
• o Continuously looks for ways to improve morale such asimplementation of fun ways to recognize employees going above and beyond on theteam.
• 5.Activelyparticipates in the delegation of duties by carrying the crisis phone 1-3 daysper week
• o Delegates tasks to the most appropriate staff memberavailable.
• o Staff cases as needed for least restrictiveenvironment.
• o Work to flex all reported overtime while maintainingadequate staff.
• 6. Provide afterhours emergency MCOT/Psych Triage coverage as needed.
• o Participates in the rotation for back-up clinician oncall to provide clinical support for center staff after normal operating hours.
• o Provides after hours emergency CRU admission LPHAassessments as needed; if applicable.
• 7.Ensure that allcourt orders for outpatient Mental Health Services are administered withinrequired deadlines and directed as outlined by the court.
• 8.Participates inactivities to enhance DCMHMR services and improve community understanding andacceptance.
• o Participates in community meetings as requested byDirector.
• o Participates in events sponsored by the Center whenschedule allows to show support for the Center and its programs.
• 9.Facilitateslearning of employees by participating in crisis training.
• 10.Monitors,maintains, and updates psych triage and court liaison training check lists andtraining manuals.
• 11.Facilitates psychtriage team meetings monthly and attends other crisis department team meetingsat least monthly. Attends FRACUM meetings monthly to learn more about centeroperations.
• 12.Ensurescompliance with all grant requirements and all target numbers are met ifapplicable.
• 13.Assist DCMHMRCenter in the goal of reducing the rate of hospitalization in an effort tomaintain individuals in the community.
• 14.Managescontinuity of care liaison staff with respect to deadlines, duties andperformance contract requirements.
• 15.Ensures thattimelines and percentages outlined in the HHSC performance contract are met.Ensures if a client is not seen the day of discharge that every effort is madeby MCOT team to follow up with clientwithin 7 days as per HHSC requirement.
• o Reports all missed aftercares immediately by emailingdetails to [e-mail] and [e-mail] with details.
• 16.Co-facilitatescrisis training classes with the help of crisis trainer.
• o Assists with facilitating trainings and updatingcrisis trainings as needed.
• 17.Monitors XFERALLto ensure cards are being created and discharges are being responded toaccurately and in a timely manner.
• 18.Providescourteous, professional services at all times.
• o Maintains professional boundaries.
• o Interacts with center staff, individuals served, andcommunity members in a professional manner while striving to follow theCenter's Guiding Principles.
• 19.PerformanceEvaluations are completed within required timeframes and provide accuratedepiction on employee's performance and outline goals for improvement ifneeded.
• 20.Performsadditional duties as deemed necessary by supervisor within designatedtimeframes.
• 21.Has the abilityto work independently and make decisions but seeks guidance when needed.
• 22.Participates inthe Center's Zero Suicide Initiative.
• o Supports individuals experiencing a crisis by promptlyconnecting them with appropriate Center programs, such as the Mobile CrisisOutreach Team (MCOT), Psychiatric Triage, Crisis Prevention services, and/or otherapplicable resources. Ensure seamless coordination to facilitate timelyintervention.
• o Remains with individuals, when deemed safe, to providesupport and maintain a calm environment until specialized crisis staff oremergency personnel arrive to take over intervention efforts. Adheres to safetyprotocols to prevent escalation of the crisis situation.
• o Participates in debriefing sessions with the immediatesupervisor or designated staff following a crisis event. Collaborate with theteam to review the incident, identify lessons learned, and ensure all HHSCguidelines and Center policies are followed.