Supervisor, Crisis Services

The Supervisor, Crisis Services is responsible for the daily clinical and administrative oversight of Edgewater Health's Crisis Services Program, ensuring the delivery of high-quality, recovery-oriented, trauma-informed behavioral health crisis intervention services. This position provides direct supervision to Crisis Services staff while ensuring compliance with CCBHC standards, Indiana Division of Mental Health and Addiction (DMHA) regulations, Medicaid requirements, CARF standards, and organizational policies.

The Supervisor, Crisis Services promotes excellence in patient care through leadership, coaching, performance management, quality improvement, and collaboration with internal and external partners. This position assists the Director of Crisis and Addiction Services in maintaining a safe, efficient, and clinically effective crisis continuum that operates twenty-four (24) hours per day, seven (7) days per week.

Clinical Leadership

• Supervise the daily operations of Crisis Services.
• Provide clinical consultation and guidance to crisis staff regarding assessments, interventions, and disposition planning.
• Ensure crisis assessments are completed timely and accurately.
• Review clinical documentation for quality, accuracy, and compliance.
• Monitor adherence to evidence-based practices and trauma-informed care.
• Assist with high-risk case consultations and crisis debriefings.
• Participate in multidisciplinary treatment planning as appropriate.
• Ensure continuity of care through effective coordination with outpatient providers, hospitals, law enforcement, schools, EMS, and community agencies.

Staff Supervision

• Provide direct supervision to assigned Crisis Services staff.
• Conduct orientation, coaching, mentoring, and ongoing professional development.
• Complete performance evaluations within established timelines.
• Monitor staff productivity and quality metrics.
• Address attendance, performance, and disciplinary issues in accordance with Human Resources policies.
• Develop staffing schedules to ensure adequate 24/7 crisis coverage.
• Assist with recruitment, interviewing, onboarding, and retention initiatives.

Operational Management

• Coordinate daily workflow and staffing assignments.
• Monitor service utilization and patient flow.
• Ensure compliance with response time expectations for crisis interventions.
• Assist with program development and implementation of new crisis initiatives.
• Participate in emergency preparedness planning.
• Monitor inventory and operational needs of the Crisis Department.

Compliance and Quality Assurance

• Ensure compliance with:
  • CCBHC requirements
  • CARF Accreditation Standards
  • Indiana DMHA regulations
  • Medicaid documentation requirements
  • HIPAA regulations
  • OSHA standards
  • Joint Commission standards (if applicable)
  • Edgewater Health policies and procedures
• Conduct routine chart audits.
• Monitor quality indicators and performance improvement initiatives.
• Participate in internal and external audits.
• Assist with corrective action plans as needed.
• Maintain required reports and statistical data.

Collaboration

• Serve as a liaison between Crisis Services and other Edgewater Health programs.
• Collaborate with Primary Care, Residential Services, Family & Youth Services, Addiction Services, and community stakeholders.
• Foster positive relationships with hospitals, law enforcement, EMS, schools, mobile crisis teams, and community providers.
• Participate in leadership meetings and interdisciplinary committees.

Administrative Responsibilities

• Monitor departmental productivity and performance indicators.
• Assist with budget planning and resource management.
• Prepare reports requested by leadership.
• Maintain departmental records and documentation.
• Support grant initiatives and reporting requirements.
• Participate in policy and procedure development and revisions.

Direct Patient Care

As needed, the Crisis Services Supervisor may:

• Conduct crisis assessments.
• Perform suicide and violence risk assessments.
• Develop safety plans.
• Provide crisis stabilization interventions.
• Coordinate emergency psychiatric evaluations.
• Facilitate referrals and follow-up services.

Knowledge:

• Knowledge of suicide risks assessment and safety planning. 
• Knowledge of trauma-informed care. 
• Knowledge of Medicaid documentation requirements. 
• Familiarity with CCBHC standards.  

Skills:

• Strong knowledge of crisis intervention principles.
• Understanding of serious mental illness and substance use disorders. 
• Effective verbal and written communication skills. 
• Strong leadership and supervisory skills. 
• Excellent communication and conflict resolution abilities. 
• Strong organizational and time management skills 
• Proficiency with Microsoft Office and electronic health record systems. 

Abilities:

• Ability to lead and motivate staff while promoting accountability and teamwork.
• Ability to make sound clinical decisions in high-pressure situations.
• Ability to maintain confidentiality and handle sensitive information appropriately. 
• Ability to work independently and collaboratively across departments. 
• Ability to work in emotionally demanding situations. 
• Ability to travel between Edgewater Health locations and community sites as needed. 
• Ability to analyze productivity and quality data. 

MINIMUM QUALIFICATIONS

• Education: Master’s degree in Social Work, Counseling, Psychology, Marriage and Family Therapy, Behavioral Health, or another closely related behavioral health field.
• Experience: 
  • Minimum of three (3) experience in a clinical behavioral health environment.
  • Minimum two (2) years of supervisory or leadership experience preferred.  
  • Experience providing crisis intervention services.
  • Experience with electronic health records.

• Current Indiana licensure as one of the following: LCSW, LMHC, LMFT, HSPP, LCAC (preferred for addition-focused services). 
• License must maintain active and in good standing. 
• Experience in behavioral health, FQHC, hospital, or multi-specialty healthcare setting preferred.

• Reports To: Director, Crisis Services and Addiction Services
• Supervise: Crisis Clinicians, Crisis Care Coordinators, Crisis Specialists, Peer Support Specialist, and other assigned Crisis Services staff. 

• Leadership
• Integrity
• Professionalism
• Accountability
• Compassion
• Teamwork
• Communication
• Critical Thinking
• Customer Service
• Cultural Competence
• Adaptability
• Problem Solving

Success in this position will be measured by:

• Quality and timeliness of clinical documentation.
• Staff engagement and retention.
• Compliance with regulatory standards.
• Productivity and departmental performance metrics.
• Patient satisfaction and quality outcomes.
• Timely completion of employee evaluations.
• Achievement of departmental goals and strategic initiatives.

Positive collaboration with internal and external stakeholders.

• Capable of working in a Behavioral Health clinic setting. 
• Ability to interact with a hospital and emergency department setting. 
• Ability to work in community locations and residential facilities. 
• May require evenings, weekends, holidays, and on-call responsibilities. 
• Ability to use standard office equipment including computers, phones, and copiers. 
• Ability to sit, walk, bend, and lift up to 25 pounds. 
• Ability to respond quickly during behavioral health emergencies. 

WORKING CONDITIONS:

• Work is performed primarily in a behavioral healthcare setting with frequent interaction with potential exposure to individuals experiencing psychiatric crisis or aggressive behaviors.