Under the direction of the Director of Mental Health Services and within federal, state, and local guidelines performs highly complex administrative and supervisory program work for the Intake Department and Consumer Services.  Work involves establishing program goals and objectives; developing program guidelines, procedures, policies, rules, and regulations; developing schedules, priorities, and standards for achieving program goals; evaluating program activities; developing and evaluating budget requests; and coordinating program activities. Plans, assigns, and supervises the work of others.

The Intake and Consumer Services Manager assures all clinical resources are effectively utilized; targets and averages are met and oversees all operational functions. The Intake and Consumer Services Manager plays a critical role in the Local Mental Health Authority, overseeing the intake process for individuals seeking mental health services as well as operations of the consumer services department. This position involves managing a team of intake coordinators and assisting front desk staff in the delivery of social services, coordinates external customer service support, receiving and responding to public inquiries for information and/or state services, and ensuring that the intake process is efficient, compassionate, and compliant with all relevant regulations. The Intake and Consumer Services Supervisor works closely with mental health professionals, community partners, and administrative staff to facilitate the timely and appropriate delivery of mental health services to those in need. Works under minimal supervision, with extensive latitude for the use of initiative and independent judgment.

Education, Training and Experience (including licensure and certification)

Must possess an active license through the state of Texas as an LPC, LCSW, LMFT, or Licensed Doctoral Level Psychologist. Must have at least one (1) year formal supervisory experience in mental health care services. Five (5) years of experience with direct care of individuals with Serious and Persistent Mental Illness (SPMI) is preferred. Three (3) years of experience in psychopharmacology and medical/psychiatric co-morbidity preferred.

REGISTRATION, CERTIFICATION, LICENSURE OR OTHER QUALIFICATIONS:

• Active license through the state of Texas as an LPC, LCSW, LMFT, or Licensed Doctoral Level Psychologist is required.
• Must maintain a valid Texas driver's license, auto liability insurance and a driving record acceptable to the Center’s insurance requirements.

• All job specific training must be completed within thirty days of hire.
• As a representative of DCMHMR and the consumers we serve, this position requires the ability to establish and maintain positive, effective, respectful and ethical working relationships with others at all times.

Knowledge, Skills, and Abilities

• Knowledge of local, state, and federal laws related to the program area; of public administration and management techniques; of statistical analysis processes; of budget processes; of research techniques; of training and marketing techniques; and of program management processes and techniques.
• Must demonstrate a strong understanding of utilization review and quality assurance along with the ability to effectively translate the use of Center resources into the delivery of high-quality care.
• Skill in identifying measures or indicators of program and staff performance and in operating a computer and applicable software.
• Ability to gather, assemble, correlate, and analyze facts; to establish goals and objectives; to devise solutions to administrative problems; to develop, evaluate, and interpret administrative policies and procedures; and to plan, assign, and supervise the work of others.
• Understanding and practice of Trauma Informed Care principles.

Essential Duties:

(Other duties may be assigned as needed.)

1. Team Leadership: Supervise and provide guidance to the intake coordinators, ensuring they are well-trained and supported in their roles. Foster a positive and inclusive work environment that promotes teamwork and professional development. Be available on-call until 8pm for staff who work 12pm-8pm shift.
2. Intake Process Management: Understand and oversee the intake process from initial contact through assessment and referral. Ensure that all required information is collected accurately and promptly. Monitor the workflow and implement improvements to enhance the efficiency and effectiveness of the intake process.
3. Consumer Services Management:
   1. Oversees and monitors the training of front desk staff and the center courier.
4. Ensures that employees are cross trained to perform all front desk functions and have demonstrated proficiency in performing required functions. 
5. Reviews staff performance and provides feedback and guidance during initial on-the-job training.
6. Addresses any deficiencies in performance or conduct that arise after their on-the-job training with that staff member promptly.

Supervisory Duties

1. May use verbal or written corrective action plans per center policies and procedures to address performance or conduct issues.
2. Customer Service: Interact with individuals seeking services, family members, and community agencies in a professional manner. Assist the front desk with coordinating care and handling issues of concern related to the Intake department.
3. Client Assessment: Collaborate with intake coordinators to conduct initial screenings and assessments of clients' mental health needs. Review and triage incoming referrals as needed. Perform Intake assessment for individuals seeking services, including assessment, diagnosis, TRR, Recovery Plan, and supplemental documentation, when staff are busy with other individuals. Ensure that all intake documentation is completed concurrently in the intake.
4. Client Diagnosis: Assists non-licensed intake staff by completing diagnosis for their clients during the intake appointment. Completes appropriate diagnosis document and a service note.
5. Compliance and Documentation: Ensure compliance with all legal and regulatory requirements related to intake procedures, confidentiality, and data management. Maintain accurate and up-to-date records of client interactions, referrals, and service provision.
6. Planning and policy development: Review P&P for Intake services and submit revisions to the Director of Mental Health Services. Ensure that the Intake Team is following all P&P and QM/UM Plans for services.
7. Resource Coordination: Collaborate with mental health professionals and community partners to ensure clients are connected with appropriate resources, services, and treatment plans based on their individual needs. Ensure that appropriate mental health evaluations for community partners are scheduled and coordinated promptly.
8. Crisis Management: Work closely with the crisis intervention team to handle emergency situations, ensuring that individuals in crisis receive immediate support and appropriate referrals.
9. Quality Assurance: Implement quality assurance measures to monitor the effectiveness of the intake process and service delivery. Collect feedback from clients and staff to identify areas for improvement.
10. Staff Training and Development: Ensures employees comply with education and training requirements, 100% compliance. Organize monthly training sessions and workshops to keep intake coordinators and other staff updated on TRR protocol, CANS and ANSA delivery methods according to the Performance Contract. Maintain CANS/ANSA Super User status and submit Form J to HHSC as required two times a year.
11. Team Meetings: Conduct monthly team meetings to disseminate information, provide consultation, and assist with problem solving related to the successful delivery of intake services.
12. Monthly Supervision:  Provide individual written face-to-face supervision to the intake staff monthly. The supervision will be documented and signed by both the staff and the manager. Supervision will cover review of documentation for accuracy and content, time management, teamwork, job knowledge, judgement, trauma informed care, progress on annual performance goals.
13. Performance Improvement: Address performance issues and ensure that staff are operating within acceptable Center guidelines. Utilize Performance Improvement Plans and Corrective Action Plans, as necessary.
14. Performance Evaluations: Will be completed within required timeframes and provide accurate depiction of employee’s performance. Use monthly supervisions to provide feedback and set and monitor performance goals.
15. Reporting: Prepare regular reports on intake statistics, service utilization, and client outcomes. Present findings to the management team and use the data to inform decision-making. Attend UM committee monthly and provide updated intake information at the monthly FRAQUM meeting.
16. Supervise LPC-Associate agency staff that are not under Intake Manager’s direct supervision, for their practicum and clock hours as requested by the Senior Director of Clinical Services.

The above essential duties are representative of major duties of positions in this position. Specific duties and responsibilities may vary based upon departmental needs. Other duties may be assigned to the above consistent with the knowledge, skills and abilities required for the job.