Intensive Case Management (ICM) PROGRAM MANAGER (3625)

Job Summary: Manages and directs the clinical activities and daily operations of Gateway's Intensive Case Management (ICM) program.   Oversees the program’s policies regarding participant involvement, requirements and staff expectations.  Supervise, plan and evaluate work activities of assigned staff. 

Program Summary: Intensive Case Management consists of providing environmental supports and care coordination considered essential to assist a person with improving his/her functioning, gaining access to necessary services, and creating an environment that promotes recovery as identified in his/her Individual Recovery Plan (IRP). The focus of the interventions includes assisting the individual with: 1) developing natural supports to promote community integration; 2) identifying service needs; 3) referring and linking to services and resources identified through the service planning process; 4) coordinating services identified on the IRP to maximize service integration and minimize service gaps; and 5) ensuring continued adequacy of the IRP to meet his/her ongoing and changing needs.   

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Behavioral Health Operations /Management 

• Responsible for supervision, management and day to day operations of Behavioral Health Services. 

• Directs all programs and ensures services are timely, customer-oriented and evidence-based.  

• Establishes program goals, strategies and priorities. 

• Strives for outcomes and organization efficiency. 

• Facilitates communication within the unit(s)/agency on a specific case level as well as on a procedure/policy level.  

• Oversees the program planning, budget development and evaluation activities. 

• Attends Team meetings 

Quality and Compliance 

• Monitors services for compliance and quality assurance 

• Evaluates, facilitates and monitors documents in Electronic Medical Record 

• Ensures behavioral health services are in full compliance with applicable accreditation/statutory/contract requirements. 

• Participates in and supports internal quality and compliance audits and associated corrective actions necessary to bring programs in compliance.   

• Works in partnership with QI Director to promptly address any external audit findings requiring corrective action. 

• Communicates and trains supervisors and staff regarding changes in policies and procedures pertaining to quality and compliance. 

• Makes recommendations for policy/procedure development and/or revision and advocates for changes as appropriate. Ensures uniform interpretation of program policy and procedures. 

• Conducts research required in planning and evaluating the program. 

Supervision/Staffing/Workplace Environment 

• Provide programmatic guidance to staff. 

• Supervises staff, monitoring and coaching productivity measures. 

• Manages staff and directs administrative activities for a social services delivery program. 

•  Conducts staff performance evaluations and ensures all job descriptions and evaluations are competency-based. 

• Builds and encourages a cooperative team-oriented environment within unit(s) Directs and reviews work assignments.  

• Interviews, hires, directs, trains, evaluates the performance of, and when necessary, disciplines and discharges social services employees.  

• Works with HR to follow best practices for workers’ compensation, and safety. 

• Ensures staff participation in safety training, health and wellness programs. 

• Assists HR as needed in resolving employee grievances/disputes. 

• Collaborates with HR and SMT efforts to attract, hire and retain diverse talented employees within the BH workforce. 

Data-Driven Decision-Making 

• Utilizes data and management reports with direct reports to set targets and evaluate quality, effectiveness, efficiency, financial performance and/or compliance, including use of Key Performance Indicators (KPI) and Balance Scorecard. 

• Utilizes national benchmark data, when available to establish organizational performance data. 

Training and Development  

• Recommends, creates, evaluates and participates in staff development 

• Trains, motivates and promotes skills development among behavioral health program staff. 

• Ensures training and supervision is embedded in Unison’s onboarding process for new BH staff. 

• Participates in and contributes to quarterly Leadership Training. 

Communication 

• Communicates in a manner that is clear, concise and facilitates the organizations goals, both orally and written. 

• Responds to internal and external customers by returning phone calls and emails promptly.  

• Builds and maintains effective working relationships with other agencies, assures coordination of services, and increases public awareness and support. 

• Conducts outreach to increase public awareness and support for specialized program area. 

• Performs job responsibilities with minimal supervision.

Required Education & Experience: Completion of a Master’s degree in a related field and current Georgia licensure of Licensed Clinical Social Worker (LCSW), Licensed Professional Counselor (LPC), or Licensed Family and Marriage Therapy (LMFT) required.  Four years’ experience managing professional level staff preferred.

Supervisory Responsibilities:  

• Clearly establishes and communicates goals and accountabilities;  

• Monitors and evaluates performance;  

• Provides effective feedback and coaching;  

• Identifies development needs and helps employees address them to achieve optimal performance and gain valuable skills that will translate into strong performance in future roles. 

• Develops innovative approaches to address problems and drive continuous improvement in programs and processes; 

• Communicates regularly with staff on progress toward defined goals and/or required results, providing specific feedback and initiating corrective action when defined goals and/or required results are not met. 

• Confers regularly with staff to review employee relations climate, specific problem areas, and actions necessary for improvement.   

• Evaluates employees at scheduled intervals, obtains and considers all relevant information in evaluations, and supports staff by giving praise and constructive criticism.  

• Recognizes contributions and celebrates accomplishments. 

• Motivates staff to improve quantity and quality of work performed and proves training and development opportunities as appropriate. 

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

Employee is frequently required to walk, sit, stand or kneel and occasionally required to climb or balance and stoop.  Employee must frequently lift and/or move up to 15 pounds.  Must have the ability to sit for long periods of time at a computer.  Employee frequently uses fine hand/eye coordination, hearing and visual acuity.  Lighting and temperature are adequate, and there are not hazardous or unpleasant condition caused by noise, dust, etc. Employee must be able to travel between Gateway sites.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Gateway CSB promotes a drug/alcohol free work environment through the use of mandatory pre-employment drug testing.