General Description

Under the direction of the Director of Crisis Services and within federal, state and local guidelines performs moderately complex administrative and supervisory program work. Work involves assisting in establishing program goals and objectives; assisting in developing program guidelines, procedures, policies, rules, and regulations; assisting in developing schedules, priorities, and standards for achieving program goals; and assisting in evaluating program activities. Supervises the work of others.

The Program Manager monitors standards compliance and ensures the implementation of all services offered through the Youth Crisis Outreach Team (YCOT). The Program Manager is responsible for the clinical and administrative oversight of YCOT. The Program Manager will closely monitor the work of each staff member and ensure the care of the individuals in crisis services. The Program Manager coordinates all YCOT assignments, apprises Director of Crisis Services of any issues and works in close coordination with law enforcement agencies to ensure services are provided to meet standards and guidelines from HHSC. Some on-call hours are required for this position. Works under minimal supervision, with extensive latitude for the use of initiative and independent judgment.

This position is grant funded and continued employment is contingent upon the availability and renewal of grant funding. The current grant period runs through 2030.

Education, Training, and Experience

• Minimum of a Masters degree in psychology, counseling, sociology, social work (LCSW-ACP), or another human services field required to qualify as a licensed professional of the healing arts (LPHA).
• Five years' experience with individuals with severe and persistent mental illness and three years' experience in crisis services or an equivalent combination experience is required.
• Two years' supervisory experience is required.
• Licensed Professional of Healing Arts (LPHA) required.
• Experience developing and monitoring grant funded programs 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 is required.

Knowledge, Skills, and Abilities

• Knowledge of local, state, and federal laws related to the program area; of public administration and management techniques; of budget processes; of training and marketing techniques; and of program management processes and techniques.
• 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.
• Ability to establish goals and objectives.
• Ability to devise solutions to administrative problems.
• Ability to develop, evaluate, and interpret administrative policies and procedures.
• Ability to plan, assign, and supervise the work of others.
• Understanding and practice of Trauma Informed Care principles.
• Ability to display regular and reliable (in-person, if required) attendance.
• Understanding and practice of Trauma Informed Care principles.

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.

• Ensures that continuity of crisis services is covered.
  • Respond to calls immediately, within ten minutes of receiving call.
  • Returns calls within 10 minutes of receiving them, prioritizing them by clinical need and safety. Respond by text to let staff know of delays whenever response in 10 minutes is not possible.
  • Monitors YCOT staff schedules and ensures coverage at all times.
  • Ensure all crisis screening/triage and crisis assessments are completed in a timely manner.
  • Reports any issues with contracted staff/entities to the Director of Crisis Services as soon as possible.

• Reviews program design development and proposes changes to improve service delivery.
  • Reviews and updates applicable policies, procedures and program descriptions annually or as needed.
  • Reviews progress notes, recovery plans, risk of harm assessments, and other documentation to ensure accurate completion within required time frames.
  • Completes monthly monitoring reports as determined by the executive leadership.
  • Ensures the completion of audits on all charts for clients discharged from YCOT services to review program accuracy via progress notes, crisis plans, recovery plans, risk of harm assessments, discharge summaries, transition forms and other documentation.

• Ensures compliance with all grant measures and deliverables.
  • Reviews YCOT statement of work and all other grant documents.
  • Monitor and track performance as required and outlined in grant deliverables.
  • Ensures all YCOT staff and staff providing YCOT services adhere to grant requirements.
  • Completes or ensures completion of all grant submissions.
  • Works with the Center's grant specialist to review and apply for further funding opportunities.
  • Attends all scheduled meetings with Health and Human Services and Meadows Foundation.

• Monitors, maintains, and updates YCOT Training check lists and training manuals.
  • Meets with training team monthly to delegate training tasks.
  • Creates, copies, and prepares training manuals, develops new tools, and monitors trainee throughout training process and facilitates sign off process.
    • Monitor and provide ongoing training.
  • Monitors any staff who are cross training from other MHMR departments and ensures timely signoff on screenings/assessments.

• Provides problem resolution reflecting growth and development in the supervisory role. 
  • Establishes and maintains open communication, clarity of expectations, and support.
  • Meets with direct reports monthly for individual coaching sessions.
  • Holds clinically appropriate group meetings to support staff growth in their areas of discipline (counseling, case management, etc.).

• Actively participates in the delegation of duties by carrying the crisis phone 1-2 days per week.
  • Staff cases as needed for least restrictive environment.
  • Work to flex all reported overtime while maintaining adequate staffing levels to meet the needs of the individuals served and community.

• Participates in rotation as Clinician on Call to provide logistical, practical, clinical, and procedural guidance to crisis departments after normal operating hours.
  • Attempts to find coverage for any staff who call into their shift and notifies direct supervisor.
  • Provides support to YCOT staff during and after normal business hours as needed.

• Provides direct care to mental health consumers as dictated by program requirements. As appropriate, will document qualifications as a Qualified Mental Health Professional/LPHAand be available to serve in such capacity to DCMHMR Center as needed.
  • Completes all clinical record forms within established guidelines.
  • Ensures that confidentiality of individuals served and rights are protected and follows HIPAA guidelines.
  • Completes all risk of harm assessment and screening/triage documentation within 1 hour of the interview.
  • Completes all 24 hour follow up documentation by end of business day.
  • Completes all other documentation within 2 business days.
  • Ensures authorizations of disclosure are gathered before releasing any information to outside entities.

• Participates in activities to enhance DCMHMR services and improve community understanding and acceptance.
  • Participates in inter- and intra-agency departmental committees as requested/approved by executive leadership.
  • Participates in activities and/or makes presentations to community groups about mental health and YCOT Services and DCMHMR as requested/approved by the Director of Crisis Services and other Center leadership.
  • Support and enhance Center communication across departments and externally with community partners maintaining professionalism at all times.
  • Assists with delivery of interdepartmental services as requested by leadership.

• Participates in the Center's Zero Suicide Initiative.
  • Supports individuals experiencing a crisis by promptly connecting them with appropriate Center programs, such as the Youth Crisis Outreach Team (YCOT), Mobile Crisis Outreach Team (MCOT), Psychiatric Triage, Crisis Prevention services, and/or other applicable resources. Ensure seamless coordination to facilitate timely intervention.
  • Remains with individuals, when deemed safe, to provide support and maintain a calm environment until specialized crisis staff or emergency personnel arrive to take over intervention efforts. Adheres to safety protocols to prevent escalation of the crisis situation.
  • Participates in debriefing sessions with the immediate supervisor or designated staff following a crisis event. Collaborate with the team to review the incident, identify lessons learned, and ensure all HHSC guidelines and Center policies are followed.