General Description

The Case Manager is responsible for coordinating and managing the care of individuals served by Adult Mental Health Services. This role integrates responsibilities of care coordination and case management, ensuring individuals receive holistic and trauma-informed care. The Case Manager works closely with clients, their families, and a variety of service providers, including internal and external teams, to ensure comprehensive care. The position requires adherence to all applicable laws, regulations, policies, procedures and/or guidelines of HHSC and DCMHMR. Other specific laws, regulations, policies, procedures and/or guidelines which must be followed include the Texas Administrative Code and Case Management Guidelines.

The position requires documenting all the services provided, including the correct service and billing codes, and ensuring all documentation is completed within two (2) business days. The Case Manager must also be available to assist walk-in clients and respond promptly to urgent requests. The Case Manager must maintain their caseload, including ensuring that their clients do not have expired assessments or late paperwork and that discharges are completed as indicated.

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.
• Previous Mental Health Crisis experience preferred.
• English/Spanish bilingual preferred.
• Experience: Six (6) months prior experience in a mental health field 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 and treatment modalities.
• Ability to assess client needs, develop and update recovery plans, and provide appropriate referrals.
• Knowledge of community resources and service delivery systems.
• Strong communication skills, including active listening, empathy, and the ability to work with diverse populations.
• Ability to work independently, make decisions based on clinical judgment, and collaborate effectively with a 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 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. Care Coordination and Case Management

Develop and maintain long-term relationships with clients and their families to assess needs and coordinate services (medical, social, educational, etc.).

Collaborate with interdisciplinary teams to provide comprehensive, person-centered care.

Be responsive to requests for assistance regarding walk-in clients and meeting with them if not with another client at the time of the request.

Assist with the completion and updates of Person-Centered Recovery Plans (PCRP), assessments, and other necessary documentation such as ANSA, CANS, CSSRS, and others as required.

Oversee care for individuals across various Levels of Care (LOC), ensuring continuity of services and timely follow-ups. Ensure that each person is met with as indicated by their LOC and services are provided as indicated on the PCRP.

Ensure all documentation is accurate, up-to-date, and submitted within required timeframes (within 48 hours).

Advocate for individuals served, ensuring they receive appropriate services and community resources.

Assist clients with navigating services, including referrals to external providers.

1. Service Provision and Monitoring

Ensure individuals are linked to appropriate services, including substance use, psychiatric care, and physical health.

Coordinate follow-up care after hospitalizations, crises, or jail episodes.

Monitor missed appointments, unaddressed health indicators, and other critical needs through monitoring.

Engage with individuals regularly, providing support, resources, and referrals as needed.

1. Productivity and Billing

Meet productivity requirements by completing 60 billable service hours per month.

Ensure correct service and billing codes are used for each service provided.

1. Crisis and Emergency Support

Provide support during crises, including facilitating emergency interventions, and coordinating with appropriate crisis teams or emergency personnel.

Participate in the Center's Zero Suicide Initiative, ensuring timely interventions for individuals in crisis.

1. Communication and Teamwork

Participate in regular supervision and team meetings, ensuring effective communication with peers, supervisors, and external service providers.

Respond promptly to emails, voicemails, chats, and other communications, especially urgent requests.

Collaborate with multidisciplinary teams to ensure comprehensive care coordination and positive outcomes for clients.

1. Training and Professional Development

Participate in ongoing training, including certifications in trauma-informed care, CPR/AED, and other relevant assigned trainings.

Complete all position-specific training within 30 days of employment and ongoing training as assigned.

Complete the 6-week departmental training tracker with the Program Manager upon hire.

1. Other Responsibilities

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.

Ensure all transportation and vehicle-related duties are followed, including safe driving practices and vehicle maintenance if applicable.

Maintain compliance with all documentation, policies, and guidelines set by the Center and regulatory bodies (HHSC, TAC, etc.).

Assist with data tracking and reporting as needed, ensuring accurate information for case management activities.

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.