Team Manager - Crisis Unit

Mental Health; Madison (WI); On-site; USD 90,000 - 120,000; Full time

Job summary

Journey Mental Health Center seeks a Team Manager for the Emergency Services Unit to lead mobile crisis workers and 24/7 crisis telephone staff in Dane County. You will supervise, mentor, and ensure culturally responsive, trauma-informed services aligned with program goals and contractual standards.

You will collaborate with hospitals, courts, and community providers to coordinate care, develop service strategies, and oversee quality assurance for crisis services.

Qualifications

• Master’s degree in a related human services field and Wisconsin licensing requirements for LCSW or LPC.
• Demonstrated ability to lead crisis services staff in a culturally sensitive, trauma-informed system.
• Experience collaborating with courts, hospitals, and other human service providers.
• Strong organizational, leadership and communication skills.

Responsibilities

• Recruit, hire, supervise, mentor, and retain a diverse crisis services workforce.
• Provide clinical supervision and leadership to crisis staff and ESU operations.
• Ensure program compliance with DHS 34 standards and crisis billing requirements.
• Collaborate with internal JMHC programs, hospitals, and law enforcement partners.

Skills

Leadership

Supervision

Trauma-informed care

Crisis services

Cultural responsiveness

Collaboration

Education

Master’s degree in related human services field

Wisconsin LCSW or LPC licensure

Job description

The Team Manager for the Emergency Services Unit (ESU) provides leadership, oversight, and operational management for mobile crisis workers and emergency telephone workers delivering 24/7/365 emergency mental health services throughout Dane County. This role advances Journey Mental Health Center’s mission and vision by ensuring culturally responsive, trauma-informed, and consumer centered crisis services.The Team Manager collaborates closely with internal JMHC programs, community mental health providers, hospitals, and law enforcement partners to ensure exemplary crisis intervention and coordinated care. This position reports directly to the Clinical Director of Emergency Services.Journey Mental Health Center is committed to People, Opportunities, Community, and Access (POCA). We foster belonging, prioritize fairness and inclusivity, and actively work to dismantle structural oppression within our agency and community.Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.Supervisory ResponsibilitiesManagement and Delivery of Clinical ServicesRecruit, hire, supervise, mentor, and retain a diverse and skilled crisis services workforce.Provide direct supervision, coaching, and performance oversight to the Team Leader, ensuring alignment with program goals, operational standards, and crisis service expectations.Provide timely, constructive performance feedback and actively seek staff input to strengthen cultural and clinical responsiveness.Promote staff development to ensure clinically strong, culturally sensitive, trauma-informed services for adults with serious mental illness and/or substance use concerns.Serve as an active member of the Emergency Services management team in collaboration with the Director of ESU and CTMs from crisis stabilization programs.Develop service strategies to support program growth, quality, and innovation.Provide clinical supervision and leadership to crisis staff.Provide emergency backup coverage for crisis stabilization programs as needed.Provide onsite support during state licensing reviews and respond to recommendations for improvement.Maintain positive, collaborative relationships with Dane County contract managers and their leadership team.Maintain positive, collaborative relationships with city officials and their leadership team.Monitor supervisee performance, quality of work, and productivity to ensure contractual obligations and crisis intervention standards are met.Duties and ResponsibilitiesQuality Assurance and AdministrationEnsure program compliance with DHS 34 standards.Ensure clinical documentation meets crisis billing requirements.Serve as a liaison between Crisis Services and hospitals, corporation counsel, and law enforcement to support coordination, communication, and problem resolution.Participate in supervisory meetings, JMHC committees, and the Management Training Group.Collaborate with the management team to oversee billing and budget processes for Crisis and ESU programs.Develop and update policies and procedures as needed.Facilitate crisis staff meetings.Participate in hiring processes, disciplinary actions, and clinical supervision.Attend budget meetings and reviews with the Clinical Director and ESU management team.Population ServedJMHC consumers have a wide array of different backgrounds and experiences. Staff is expected to be comfortable working with Individuals with the following.a. Mental Health &/or Substance Use Disorder Diagnosisb. Current Substance Usec. Criminal Backgroundsd. Multi-cultural Identitiese. LGBTQIA+ Identitiesf. Varied Levels of Engagement in ServicesTraining RequirementsOrientation training requirements. DHS 31.21(8)(b)Each newly hired staff person who has had less than 6 months of experience in providing emergency mental health services shall complete a minimum of 40 hours of documented orientation training within 3 months after beginning work with the program.Each newly hired staff person who has had 6 months or more of prior experience in providing emergency mental health service shall complete a minimum of 20 hours of documented orientation training within 3 months after beginning work with the program.Each volunteer shall receive at least 40 hours of orientation training before working directly with clients or their families.Ongoing training requirementEach professional staff person shall participate in at least the required number of hours of annual documented training necessary to retain certification or licensure.Staff shall receive at least 8 hours per year of Inservice training on emergency mental health services, rules and procedures relevant to the operation of the program, compliance with state and federal regulations, cultural competency in mental health services and current issues in client’s rights and services.Education and ExperienceEssential QualificationsEducation/LicensureMaster’s degree in a related human services field with a minimum of 5 years of experience.Meets all relevant Wisconsin licensing requirements for LCSW or LPC.ExperienceDemonstrated ability to work within a culturally sensitive, trauma-informed, recovery oriented system serving diverse populations.Commitment to community based services for individuals with limited resources and complex needs.Experience providing culturally responsive staff development, supervision, program planning, quality assurance, and trauma-informed leadership.Proven ability to collaborate effectively with larger systems (courts, criminal justice, human service providers, hospitals).Knowledge of certification requirements and administrative codes relevant to emergency mental health services.Strong organizational, leadership, and communication skills.Valid driver’s license, favorable driving record, adequate insurance (per WI law), and access to a vehicle.Preferred QualificationsWorking knowledge of DHS 34 (Emergency Mental Health Services).Experience working with individuals experiencing psychiatric crisis.Ability to speak Spanish.Physical RequirementsAbility to drive, sit, stand, lift light objects, bend, reach, and operate standard office equipment (computer, phone, printer, etc.).Hiring RequirementsAll candidates must successfully pass the Background Information Disclosure (BID) process. Wisconsin’s Caregiver Law requires background and criminal checks per DHS and Wis. Stat. 50.065(6)(c) and Wis. Admin Code § DHS 12.05(4).Equal Employment OpportunityJourney Mental Health Center is an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local law. This policy applies to all employment practices, including recruitment, hiring, promotion, termination, compensation, and training.