Crisis Services Senior Manager (54041)

POSITION SUMMARY:

The Senior Crisis Services Manager for Emergency Services Program provides leadership, supervision, and daily operational oversight for Emergency Services, including involuntary and voluntary behavioral health crisis assessments, jail triage, walk in evaluations, and hospital consultations. This role ensures timely access to high quality crisis evaluations that follow trauma informed care, least restrictive principles, and regulatory requirements under KRS 202A and KRS 645. The Manager supports shift supervisors and clinicians, oversees program workflows, and maintains consistent 24/7 service delivery. The Manager collaborates closely with the Assistant Director/Director of Crisis Services to support alignment across the broader crisis continuum and ensure smooth access to care. This position participates in the crisis leadership on call rotation. 

For Region 4: This position will also support the Director of Crisis Services in planning and development activities related to Psychiatric Urgent Care as the crisis continuum expands in that region.
 

DUTIES AND RESPONSIBILITIES:

• Provide daily operational oversight for Emergency Services, including involuntary and voluntary crisis evaluations, jail triage, walk in clients, and hospital consultations.
• Supervise Lead Emergency Services Clinicians and Emergency Services Clinicians, including scheduling, coaching, clinical guidance, and performance development.
• For Region 4: Assist the Director of Crisis Services with development and implementation tasks related to Psychiatric Urgent Care.
• Ensure crisis assessments, including involuntary evaluations, are timely, thorough, clinically appropriate, and aligned with trauma informed and least restrictive care principles.
• Maintain and update workflows, procedures, and documentation standards to ensure consistency across all shifts.
• Coordinate staff scheduling, shift coverage, and telehealth operations to support 24/7 availability of Emergency Services.
• Monitor documentation quality, accuracy, and compliance with KRS 202A, KRS 645, 908 KAR, payer requirements, and agency standards.
• Provide clinical consultation and decision support for staff completing involuntary evaluations or complex risk determinations.
• Support recruitment, onboarding, and competency development of Emergency Services staff.
• Track program performance and service trends including response times, volume of involuntary assessments, hospitalization trends, and outcomes.
• Strengthen collaboration with hospitals, detention centers, law enforcement, EMS, courts, and other partners involved in involuntary evaluation and crisis response.
• Provide education and outreach to community stakeholders regarding Emergency Services processes, involuntary assessment procedures, and referral pathways.
• Participate in internal audits, quality improvement projects, and policy updates related to involuntary and emergency behavioral health assessments.
• Work collaboratively with the Director/Assistant Director to maintain alignment with the broader crisis continuum.
• Participate in the crisis leadership on call rotation to provide after-hours consultation and operational support.
• Provide direct clinical services as needed during staffing shortages or high-acuity situations.
• Perform other duties as assigned within the scope of licensure and training.

QUALIFICATIONS:

• Master’s degree in Social Work, Counseling, Psychology, Marriage and Family Therapy, or a related behavioral health field required.
• Independent behavioral health licensure in Kentucky required (LCSW, LPCC, LMFT, or Licensed Psychologist); must meet the definition of a Qualified Mental Health Professional as defined in KRS 202A.011.
• Minimum of three years of behavioral health experience, including crisis assessment and experience with involuntary evaluation processes under KRS 202A and 645.
• Supervisory or leadership experience in behavioral health preferred.
• Strong working knowledge of involuntary assessment standards, suicide risk assessment, and trauma informed practice.
• Experience collaborating with law enforcement, courts, hospitals, and detention centers preferred.
• Strong communication, documentation, and problem-solving skills.
• Must maintain a valid driver’s license, personal vehicle insurance, and pass all required background checks.

JOB REQUIREMENTS / EXPECTATIONS:

• Ability to work in both office and community settings with occasional travel across the region.
• Ability to sit for extended periods and use a computer for administrative, supervisory, and reporting responsibilities.
• Work may involve exposure to individuals in acute behavioral health crises.
• Crisis services operate 24 hours a day, 7 days a week. Position may require flexible scheduling, including occasional evenings, weekends, or on call availability to support crisis operations.
• Must maintain a valid driver’s license and insurance for work related travel.
• Must maintain confidentiality and comply with all state, federal, and agency policies.
• Performance is evaluated through program outcomes, regulatory compliance, staff performance, quality assurance indicators, financial accountability, and achievement of departmental goals.

CORE VALUES:

All employees must be willing to live our company's core values.

• Integrity- Exhibiting the highest moral, ethical and legal standards. Doing the right thing – even when no one else is looking.
• Teamwork – Putting team success over personal success. Actively valuing the strengths and talents of others.
• Trust/Respect– Seeing and believing in the good intentions of others. Interacting with others in a way that makes them feel valued. Listening without judging. Offering understanding and acceptance.
• Care/Compassion – Demonstrating unconditional kindness, concern and empathy. Exhibiting genuine concern for others.
• Ownership/Accountability – Taking personal responsibility for one’s work, actions and feelings. Accepting responsibility for and learning from mistakes.