Program Manager

Program Manager, Suicide Prevention

Department/Care Stream: Suicide Prevention

LIA Reporting Structure

Timecard Approver: Director of Healthcare Delivery Operations

Primary: Director of Healthcare Delivery Operations     

Secondary: Director of CRISIS Programs

Status: Full-Time

FLSA: Exempt

Location: South Valley 2 Center

Pay Range: $101,100 - $131,430

EEO-1: Mid-level Manager

Organization Information

WellSpace's mission is "achieving regional health through high quality comprehensive care." We believe that everyone deserves to be seen, no matter who you are, where you come from, where you work or what place you call home. At WellSpace, we see you!  

We are driven to serve the whole person through comprehensive, integrated care, spanning medical, dental, behavioral health, and supportive services across the region. We do this by building a team of exceptional colleagues who are dedicated to our mission and becoming part of the communities we serve. 

As the region's largest Community Health System, WellSpace utilizes a Confluence Model to integrate an internal network of healthcare modalities, including Federally Qualified Health Centers (FQHC), Certified Community Behavioral Health Center (CCBHC), Drug Medi-Cal and Specialty Mental Health programs, California's second largest 988 Suicide and Crisis Lifeline Center, an independent Risk Bearing Organization (WellSpace Nexus), and more into a seamless confluence of care.

To ensure the highest quality of care, WellSpace is accredited by the Joint Commission for Ambulatory Care, Behavioral Health and as a CCBHC. Further, it is certified by the Joint Commission as a Primary Care Medical Home and a Behavioral Health Home. WellSpace's crisis programs are accredited by the American Association of Suicidology and the International Council for Helplines. 

Position Summary

The Suicide Prevention Crisis Line Program Manager oversees all aspects of the crisis program including staffing, maintaining records, training of department staff, preparing reports and making presentations to the community.

Required Qualifications

• Employee is required to have undergraduate degree (BS, BA) OR 3-5 years of related work experience in the field in lieu of education requirement sufficient to successfully perform the essential duties of the job.
• Demonstrated commitment to the provision of services for the underserved and sensitivity working with a variety of people from low-income populations, with diverse educational, lifestyle, ethnic, and cultural origins; disabled, homeless, substance users, HIV (AIDS) infected, and/or physiologically impaired.
• Knowledge of patient care, addiction treatment and community resources including Medicare, Medi-Cal, Supplemental Security Income (SSI) and the county’s General Assistance Program.
• Ability to abide by standards of professional ethics and maintain confidentiality.
• Flexible and creative working ability with high stress clients.
• Coordinate and facilitate meetings.
• Capacity to design and operate a data collection and program review process, including the compilation of information necessary to the yearly contract and grant reapplication process required to ensure continued program funding.
• Effectively train volunteers in crisis intervention skills.
• Reliable and able to adhere to flexible schedules including some evenings with the ability to work “on –call”.
• Excellent interpersonal and supervisory skills, including conflict resolution, crisis intervention, quality assurance, staff development, and performance appraisal.
• Effective time management skills, with the ability to meet deadlines and organizational needs.
• Excellent written and verbal communication skills; strong public speaking skills.
• Computer (PC) literate in general office functions such as word processing, email and preparation of spreadsheets.
• Adherence to infection control procedures, including but not limited to, standard precautions of temperature monitoring, hand washing, symptom self-monitoring, masking and social distancing.
• Assist and support the Center/Department/Program to meet standards of High Reliability.
• Ability to work flexible hours, including some weekends.

Essential Responsibilities

• Manage the overall crisis program.
• Recruit, screen, train, and supervise volunteers.
• Supervise any paid department staff members and Supervisors
• Maintain accurate and detailed records and files of agency programs.
• Guarantee confidentiality is maintained for both callers and volunteers involved with the agency.
• Ensure crisis line is adequately staffed at all times; Provide emergency shift coverage as needed; Provide consultation and debriefing to crisis counselors as needed; Work “on-call” to answer crisis counselor questions and solve scheduling problems.
• Participate in conferences and meetings as requested.
• Work with Board, Management, agency committees, and attend meetings as required or needed.
• Consult with Director regarding updates/ changes/ needs in policy, procedure, training, etc.
• Assist in preparation of department budget upon request; monitor budget monthly.
• Prepare monthly/quarterly, annual statistical and other reports as required.
• Develop and maintain updated outreach material, training curriculum, and manual.
• Develop and implement classroom and online basic training and updates for SPCL team.
• Check phone room paperwork periodically for accuracy and/or problems.
• Promote teamwork among staff, volunteers, and Supervisors.
• Provide trainings and presentations to community groups and agencies.
• Provide Supervisory Consultation to Supervisors, staff, and Volunteers, answering questions related to Crisis Line and staff-related issues.
• Manage and monitor all mandated reporting issues. 
• Track and manage high frequency abusive callers for potential call restrictions or limits.
• Oversee all aspects of SPCL program Quality Assurance/Quality Improvement activities and participate in agency wide QA/QI program.
• Maintain Accreditation standards and status with AAS and Joint Commission, NSPL Certification at all times
• Other duties as assigned.

Benefits

Successful candidate will receive regionally competitive salary, above average health benefits at reduced costs, company paid life insurance & long-term disability insurance, additional voluntary retirement plan with company match and no vesting schedule requirement.

• Paid bereavement and jury duty leave
• 11 paid holidays per year
• Paid time off
• Paid sick leave
• Flexible Spending Program
• Company paid malpractice insurance for all providers
• Professional development hours offered annually

Physical Demands and Work Environment

The work environment is characteristic of a medical clinic environment.  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. While performing the duties of this job, the employee is frequently required to sit; use hands and arms to reach. The employee is also required to stand; walk; and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus. The employee must also possess hearing and speech to communicate in person and over the phone. The noise level in the work environment is usually quiet.

The employee may be in contact with individuals and families in crisis who may be ill, using substances and/or not attentive to personal health and safety for themselves or their homes. The employee may experience a number of unpleasant sensory demands associated with the client’s use of alcohol and drugs, and the lack of personal care. The employee may also be exposed to bodily fluids (blood, urine) and hazardous chemicals.

WellSpace Health is committed to the principals of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is the intent of WellSpace Health to maintain a work environment free of harassment, discrimination, or retaliation because of age, race, religious creed, color, national origin, ancestry, physical disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, sexual orientation, military or veteran status, or any other status protected by federal, state or local laws.  WellSpace Health is dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

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