Manager of CCS & Crisis Intake & Diversion, Leominster

CSO is looking for a Manager of CCS and Crisis Intake and Diversion for our CBHC (Community Behavioral Health Center) Emergency Services Program (ESP) program in Leominster.

The Manager of CCS and Crisis Intake and Diversion works with CCS Program Directors and other Supervisor/Manager level CCS staff to ensure very regular monitoring of the CCS Central Intake process to enhance fast response for referrals and maintain high CCS census. The Manager also works with the Crisis Program Directors and teams to continuously assess best practices for Emergency Department Diversion.

As a Manager of CCS and Crisis Intake and Diversion:

You Will:

• Partner with the Regional Director, ESP Senior Directors, CCS and Crisis Program Directors, and Manager of Practice and Performance improvement to help oversee CCS central intake and identify and implement best practices for ED Diversion.
• Provide regular monitoring of the Central Intake Teams and email system for 3 CCS sites, to promptly alert Directors and sites of incoming referrals and pass them along to assigned management staff.
• Provide a brief review of incoming referrals for any concerns that need to be passed along to a Director or Nurse Manager.
• Support teams in keeping the CCS referral tracker updated and accurate.
• Track CCS bedboards for availability and push out daily communications to community referral sources about bed availability, for outreach as well as continuity of census.
• Meet regularly with CCS teams including attending staff meetings and huddles (in person and/or Teams) to ensure ongoing compliance with intake systems and support maximizing census at all sites.
• Take a leadership role in developing ED Diversion plans with the Crisis sites, including working with hospital partners, police and EMS, co-response, and other identified community partners.
• Identify ongoing outreach needs to be done at all levels of Crisis staffing - BA, MA, Supervisor, Director - to provide continuous ED Diversion improvement and community visibility of MCI services.
• Work with Manager of PPI and Vice-President of Acute Services on data tracking and monitoring outcomes of ED Diversion efforts.
• Attend Crisis staff meetings (in person or via Teams) regularly to facilitate ongoing discussion of ED Diversion efforts and provide updates on data and progress.
• Join with other ESP management staff in regular monitoring and response on Teams threads to support daily CCS and Crisis team operations.
• As needed and available, support onsite functions of Case Management and provide support and training to BA level staff regarding case management and Crisis and CCS best practices.

Your Background:

• Bachelor's degree in a mental health discipline
• Two years' experience working with mentally ill individuals (preferred) or two years of supervised internship or field placement experience at a human service agency
• High school diploma with a minimum of five years' experience may be substituted
• Valid driver's license and reliable transportation

Bilingual candidates are strongly encouraged to apply.

We also seek applicants who embody CSO's values by being:

• Positive -- maintaining resiliency and focusing on solutions
• Respectful -- collaborating and effectively communicating
• Insightful -- demonstrating self-awareness and effectively priority setting
• Conscientious -- taking accountability and applying feedback

What We Offer:

Competitive salaries, full health and dental coverage, free CEUs for in-house training, ample paid time off, a 403B retirement savings plan, employee referral bonuses, group rate supplemental insurances, a premier employee assistance program, personal cell phone plan discounts, and a flexible, supportive work environment fostering collaboration.

Our Agency:

Clinical & Support Options, Inc. is a dynamic behavioral health organization serving Western Massachusetts for over 50 years. With offices across Springfield, Northampton, Greenfield, and beyond, we're dedicated to providing comprehensive support to individuals and families. Join our team of over 650 multi-disciplinary staff and become part of a collaborative environment where excellence is fostered internally and partnerships are forged externally with community organizations. At CSO, you'll find a flexible and supportive work environment that encourages collaboration and growth. Join us and make a positive impact on thousands of lives in our communities!

CSO was voted a "Healthcare Industry Top Workplace" in 2023, 2024 and 2025. We are the fastest-growing Behavioral Health agency in Western Massachusetts. CSO has consistently received high marks on their internal employee satisfaction survey, noting that over 90% of CSO staff would recommend CSO as a great place to work. We encourage you to check us out!

CSO offers Training in: Trauma Informed Care, Motivational Interviewing, Mindfulness Skills and more.

EOE/AA