Crisis Services Manger

Position Summary:

The Crisis Services Manager is responsible for managing staff and program services for individuals who meet the criteria for the Crisis Services Program.  This position manages supports for individuals in critical need situations while ensuring quality standards.  The Crisis Services Manager supports staff and the needs of the individuals receiving services; ensures individual, family/guardian and funder satisfaction; and monitors budgetary requirements.  Ensures program services comply with agency guidelines, funder requirements and accreditation standards.

Essential Functions:

• Provides oversight and direction to staff regarding Crisis Services Program services, medical care, and behavior support. Ensures team members are informed on the support needs of each individual prior to them entering supports. Provides training and support on generalized behavioral supports and plan implementation to ensure positive outcomes.
• Ensures that services meet quality, productivity and organizational/funder requirements, and ensures stakeholder satisfaction for services provided.
• Communicates changes in individual functioning, health status or behavior to Crisis Services team, doctors, service coordinators and other providers as required.
• Attends meetings with referrals to provide information on services and determine if program is a good fit for the individual. Assists Director with intake activities and meetings. 
• Ensures adequate staffing through interviewing, hiring, and overseeing the training of new staff. Conducts routine and ongoing observation of staff performance and provides effective feedback, coaching and performance evaluations. Provides mentorship to staff in relation to providing quality services with individuals that are in crisis while promoting skill development and independent problem solving. 
• Maintains individuals’ documentation to ensure all organizational and funder requirements are met. Ensures team is completing timely and accurate behavioral data. Signs off on monthly reports, attends ISP meetings for each individual served, updates ISP annually or as needed, performs quality checks, and ensures program drills are completed as scheduled.
• Assists Director with preparation and maintenance of Crisis Services Program reports. Trends data and performs follow up on items that are required.
• Monitors budget for assigned homes and staff, and ensures homes are operating within budget. Audits household spending and any other client funds as needed.
• Attends meetings, in-services and opportunities for on-going education. Facilitates and participates in staff meetings and reviews any issues and training needs.
• Provides direct support services as needed.

Position Competencies:

• Knowledge of disabilities, medical care, and behavioral supports. Maintains knowledge on current research and innovations in the field. Participates in departmental and funder trainings, and external training opportunities for ongoing program growth and development.
• Able to assess situations quickly, recognize the elements of a crisis state, and utilize appropriate de-escalation techniques.
• Models coping, problem-solving and social skills to encourage appropriate boundaries and attachments.
• Provides professional communication regarding programmatic services with all levels of the organization and with external stakeholders. Able to communicate information regarding individuals’ complex support needs to a variety of internal and external stakeholders.
• Establishes and maintains successful interpersonal relationships. Works cooperatively with internal and external stakeholders.
• Demonstrates effective leadership and management skills by clearly delegating responsibilities, providing regular performance feedback, building productive teams, developing employee skills and encouraging employee growth and development.
• Intermediate-level proficiency with Microsoft Office products and computer systems.

Qualifications:

• Bachelor’s degree in human services or related field, 3-years of experience working with individuals with disabilities with complex behavioral support needs and 1-year supervisory experience for individuals with complex behavior supports.
• OR, without degree, 5 years of experience working with individuals with complex behavioral support needs and 3 years supervisory experience for individuals with complex behavior supports.
• Must have knowledge of Microsoft Office suite including Outlook, Word and Excel.

Additional Requirements:

• This position may work day, evening, night and/or weekends depending on the needs of the organization. Provides 24-hour on-call support with rotating weekend on-call duties.
• This position requires driving personal or company vehicle. Transports individuals to appointments and community sites. 
• Must have reliable vehicle and maintain current driver’s license and proof of insurance.
• Must complete and maintain all required trainings/certifications.
• Must maintain confidential information in accordance with HIPAA regulations.