General Description

The Access and Triage Case Manager is responsible for providing same-day case management support, triage, and care coordination for individuals served by Adult Mental Health Services. This role is designed to improve access to services, respond to urgent and unplanned client needs, relieve operational pressure from assigned case managers, and support timely intervention for walk-in clients and other high-priority situations. This position integrates responsibilities of care coordination, client triage, crisis support, and short-term case management intervention to ensure individuals receive timely, holistic, and trauma-informed care.

The Access and Triage Case Manager will work closely with clients, their families, assigned case managers, program leadership, and reception staff for walk-in clients, urgent client concerns, coverage needs, and care coordination barriers that require immediate attention.

The position requires adherence to all applicable laws, regulations, policies, procedures and/or guidelines of HHSC and the Center. Other specific laws, regulations, policies, procedures and/or guidelines which must be followed include the Texas Administrative Code, TRR Guidelines, and Case Management Guidelines.

The position requires documenting all services provided, including the correct service and billing codes, and ensuring all documentation is completed within two (2) business days of the date of service. The Access and Triage Case Manager must be available to assist walk-in clients, respond promptly to urgent requests, support same-day operational needs, and assist in reducing barriers to timely service delivery. This position may maintain a limited assigned caseload or designated follow-up list as determined by program leadership, but the primary focus of the role is daily access support, urgent care coordination needs, and assisting with workflow stabilization across the team.

Works under moderate supervision, with limited latitude for the use of initiative and independent judgment.

Education, Training, and Experience

Education: Graduation from an accredited four-year college or university with major course work in the human services field as required to qualify as a Qualified Mental Health Professional (QMHP)

• Master's Degree in a human services field preferred.

Experience: One (1) year prior experience in the mental health field required.

• Previous experience in adult mental health case management, intake, crisis response, or care coordination strongly preferred.

English/Spanish bilingual preferred.

Registration, Certification, Licensure, and Other Qualifications

Must have and maintain a background and criminal history free from any disqualifying offenses as outlined by the Texas Administrative Code (TAC) and the Health and Human Services Commission (HHSC).

Must possess and maintain a valid driver's license and automobile insurance.

• Individuals with an out-of-state driver's license must be able to obtain a driver's license in the state of Texas within thirty (30) days. Successful completion of all position-specific training within thirty (30) days of employment and ongoing compliance with annual training requirements is required.

Knowledge, Skills, and Abilities

• Knowledge of case management, mental health, and substance use disorders, including diagnostic criteria, crisis presentation, and treatment modalities.
• Knowledge of same-day service coordination, triage processes, and barriers to timely engagement in services.
• Ability to assess immediate client needs, determine appropriate next steps, and coordinate timely intervention.
• Knowledge of community resources and service delivery systems.
• Strong communication skills, including active listening, empathy, de-escalation, and the ability to work with diverse populations.
• Ability to work independently, prioritize competing demands, make decisions based on clinical judgment, and collaborate effectively with a multidisciplinary team.
• Demonstrated understanding and practice of trauma-informed care principles.
• Ability to navigate electronic health record systems and complete documentation in a timely manner.
• Ability to manage frequent interruptions and rapidly changing priorities while maintaining professionalism and organization.
• Ability to work with and show empathy towards clients who may display symptoms of mental illness to include poor hygiene, difficulty controlling anger and low frustration tolerance, difficulty or inability to display appropriate social behavior, and who are suicidal or homicidal.

Essential Duties

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

1. Same-Day Access, Triage, and Response
• Serve as the primary case management contact for walk-in clients and same-day urgent client needs during assigned coverage periods.
• Triage presenting concerns and determine appropriate next steps, including same-day intervention, scheduling, referral, crisis response, or coordination with assigned staff.
• Respond to urgent requests from reception, nursing, providers, leadership, and other team members regarding client needs requiring case management support.
• Provide brief intervention, problem solving, care coordination, and de-escalation support for clients presenting with urgent psychosocial or service-related needs.
• Support timely client engagement and reduce delays in access to services.

1. Care Coordination and Case Management Support

• Assist with coordination of care for clients needing immediate support related to housing, transportation, benefits, medication access, food insecurity, referrals, discharge planning, or other barriers to stability.
• Provide short-term case management intervention and follow-up for clients with urgent or high-priority needs, as assigned.
• Coordinate follow-up care after hospitalizations, crises, jail episodes, missed appointments, or other significant events requiring immediate outreach.
• Assist with continuity of care when assigned case managers are unavailable, out of office, or managing competing priorities.
• Collaborate with interdisciplinary teams to provide person-centered, responsive, and trauma-informed care.
• Advocate for individuals served, ensuring they receive appropriate services and community resources.

1. Documentation and Compliance Support
2. Provide support during crises, including facilitating emergency interventions and coordinating with crisis teams, law enforcement, hospitals, or emergency personnel as appropriate.
3. Participate in the Center's Zero Suicide Initiative, ensuring timely intervention, risk identification, and escalation when individuals present in crisis.
4. Assist in responding to clients with acute psychiatric, behavioral, safety, or psychosocial concerns requiring same-day attention.
5. Escalate clinical concerns appropriately and consult with supervisors, providers, or crisis personnel when needed.
6. Function as a central operational support resource for the case management team to help maintain workflow efficiency and timely client response.
7. Reduce disruption to assigned case managers by absorbing same-day walk-ins, urgent requests, unplanned client needs, and selected follow-up tasks.
8. Assist with monitoring team needs related to access, service flow, client backlog, hospital follow-up, and urgent coordination tasks.
9. Help identify recurring workflow barriers and communicate trends, operational concerns, and service gaps to program leadership.
10. Support coverage planning and team functioning during periods of high demand, staff absence, or increased walk-in volume.
11. Participate in regular supervision and team meetings, ensuring effective communication with peers, supervisors, and external service providers.
12. Respond promptly to emails, voicemails, chats, and other communications, especially urgent requests.
13. Communicate clearly with assigned case managers and leadership regarding client encounters, follow-up actions taken, and any outstanding needs.
14. Collaborate with multidisciplinary teams to ensure comprehensive care coordination and positive outcomes for clients.
15. Meet productivity requirements as established for the role (70 hours of client services per month), taking into consideration the access, triage, and operational responsibilities of the position.
16. Ensure correct service and billing codes are used for each service provided.
17. Track same-day services, walk-in response activity, urgent interventions, and operational support tasks as required by program leadership.
18. Participate in ongoing training, including certifications in trauma-informed care, CPR/AED, and other relevant assigned trainings.
19. Complete all position-specific training within 30 days of employment and ongoing training as assigned.
20. Complete the 6-week departmental training tracker with the Program Manager upon hire.
21. Maintain knowledge of workflows, referral pathways, crisis procedures, and program expectations relevant to same-day case management response.
22. Calendar maintenance: Case Managers are to keep their SmartCare calendars updated throughout the day and note any appointments that are scheduled or held on their calendar. Any space on the SmartCare calendar that is blank can be scheduled by reception staff. If Case Manager will be off work, blocking off the SmartCare calendar is expected.
23. Ensure all transportation and vehicle-related duties are followed, including safe driving practices and vehicle maintenance if applicable.
24. Maintain compliance with all documentation, policies, and guidelines set by the Center and regulatory bodies (HHSC, TAC, etc.).
25. Assist with data tracking and reporting related to walk-ins, urgent response, follow-up needs, barriers to access, and case management operations.
26. Case Management staff are expected to uphold the highest standards of professionalism and respect in all interactions, fostering a supportive and collaborative environment with colleagues, clients, and all stakeholders, while adhering to established professional and ethical guidelines.

• Complete required documentation for all services provided, ensuring accuracy, timeliness, and use of correct service and billing codes.
• Utilizes concurrent documentation whenever possible to ensure accurate and timely completion of clinical records within the required 48-hour submission standard.
• Assist with urgent completion or updates of Person-Centered Recovery Plans (PCRP), assessments, safety-related documentation, ANSA, CANS, CSSRS, and other required forms as indicated.
• Support the team in identifying and addressing overdue, missing, or priority documentation that affects client care, compliance, or service continuity.
• Assist with discharge-related tasks, re-engagement efforts, and follow-up documentation as assigned.

1. Crisis and High-Risk Support

1. Operational Workflow Support

1. Communication and Teamwork

1. Productivity and Billing

1. Training and Professional Development

1. Other Responsibilities