Program Manager of Intake Services

Under the direction of the Director of Behavioral Health Services and within federal, state, and local guidelines perform administrative and supervisory program work for the Intake Department. Work involves establishing program goals and objectives, developing program guidelines, procedures, policies, rules, and regulations, developing schedules, priorities, and standards for achieving program goals, evaluating program activities, completing monthly supervisions with all staff, approving timesheets, and coordinating program activities. Plans, assigns, and supervises the work of others.

The Intake Supervisor ensures the effective utilization of clinical resources, the achievement and reporting of all targets and metrics, and the oversight of all operational functions within the department. The Intake Supervisor plays a critical role in the Local Mental Health Authority, overseeing the intake process for individuals seeking mental health services. This position involves managing and supporting a team of intake staff and ensuring that the intake process is efficient, compassionate, and compliant with all relevant regulations. The Intake Supervisor works closely with mental health professionals, community partners, and administrative staff to facilitate the timely and appropriate delivery of mental health services to those in need. Works under moderate supervision, with appropriate latitude for the use of initiative and independent judgment.

Education, Training and Experience (including licensure and certification)

• Master's degree in the human services field and full licensure is required (LCSW,LMSW,LPC,LMFT,LP).
• A minimum of 6 months' related experience required.
• At least 6 months of leadership experience required.
• Prefer experience in a variety of treatment settings.
• Bilingual (English/Spanish) preferred.

Registration, Certification, Licensure, or Other Qualifications:

• Must have and maintain a background and criminal history free from any disqualifying offenses as outlined by the Texas Administrative Code (TAC) and the Health and Human Services Commission (HHSC).
• Must possess and maintain a valid driver's license and automobile insurance.

• Individuals with an out-of-state driver's license must be able to obtain a driver's license in the state of Texas within thirty (30) days.

• Successful completion of all position-specific training within thirty (30) days of employment and ongoing compliance with annual training requirements is required.

Knowledge, Skills, and Abilities

• Knowledge of community and government service delivery systems and case management delivery systems; of case guidelines, regulations, and policies; of interviewing techniques; of mental illness and the emotional components of physical illness; of rehabilitation methods; of individual needs associated with disabilities; and of community welfare resources.
• Knowledge of workflow management, productivity tracking, and process improvement.
• Excellent oral and written communication skills required. Contact with the public may be in person, by video correspondence, or by telephone.
• Strong interpersonal and coaching skills to guide employee development and foster a positive work environment.
• Skill in interviewing and in conducting individual needs assessments.
• Ability to convey instructions and explanations to clients and interested parties, to negotiate available services, and to train others.
• Ability to exercise sound judgment and make well-informed decisions under pressure.
• Ability to maintain regular and reliable in-person attendance.
• Understanding and practice of Trauma Informed Care principles.

Essential Duties

The following list outlines key responsibilities for the position; however, it is not exhaustive and does not encompass all responsibilities. Additional duties may be assigned as needed.

1. Team Leadership
   • Supervise and support staff, set performance expectations, conduct evaluations, and provide training and professional development opportunities.
2. Ensure high-quality service delivery, monitor client progress, and collaborate with staff to update care plans as needed.
3. Ensure adherence to regulations, manage documentation, and prepare reports for senior management and regulatory bodies.
4. Operational Management: Oversee daily operations, manage staffing schedules, and assist in resource allocation to meet program needs.
5. Conflict Resolution and Communication: Address and resolve staff and client issues, facilitate communication, and collaborate with internal and external stakeholders.
6. Be available on-call until 8:00pm for staff who work the 12:00pm to 8:00pm shift.
7. Management of Intake Process
   • Understand and oversee the intake process from initial contact through assessment and referral. Ensure that all required information is collected accurately and promptly.
8. Monitor the workflow and implement improvements to enhance the efficiency and effectiveness of the intake process.
9. Participates in the Center's Zero Suicide Initiative.

• Monitor all clients walk in flow for capacity to maintain goal of seeing all walk-in's same day or have these individuals scheduled to come in as soon as possible.
1. Providing Assistance with Intakes
• Create a welcoming and inviting environment for clients accessing services.
• Administer a thorough intake including diagnostic documentation and completion of psychosocial history packet for individual requesting services when needed.
• Schedule initial psychiatric evaluation (next available) and stand-by evals, and schedule case manager or psychiatric rehabilitation appointment within ten (10) days of intake completion.
2. Follows all specific written safety procedures; assesses the necessity for, and the adequate provision of, medical care and services, including utilization review.
3. Reports intake data when requested to leadership; presents intake data at UMC.
4. Assess necessity for outpatient placement or crisis service referrals to psych triage or to the Mobile Crisis Outreach Team (MCOT).
5. Maintains membership in a Center committee as requested by the Director of Behavioral Health Services.

o Supports individuals experiencing a crisis by promptly connecting them with appropriate Center programs, such as the Mobile Crisis Outreach Team (MCOT), Psychiatric Triage, Crisis Prevention services, and/or other applicable resources. Ensure seamless coordination to facilitate timely intervention.

o Remains with individuals, when deemed safe, to provide support and maintain a calm environment until specialized crisis staff or emergency personnel arrive to take over intervention efforts. Adheres to safety protocols to prevent escalation of the crisis.

o Participates in debriefing sessions with the immediate supervisor or designated staff following a crisis event. Collaborate with the team to review the incident, identify lessons learned, and ensure all HHSC guidelines and Center policies are followed.