Behavioral Resource & Referral Specialist Lead – Center for Child Well Being

About the role

The Center for Child Well-Being drives positive change for children and families through innovative programs, collaborative community partnerships, and strategic capacity building. Guided by our mission to improve outcomes for young children and their families, we envision a future where all children have a strong foundation for lifelong health. Working at the Center means being part of a passionate, collaborative team committed to impact. Staff are supported in their professional growth, empowered to contribute meaningfully, and engaged in work that is purpose-driven and community-centered. Join us in shaping a more responsive and resilient childhood systems landscape across Missouri!

Responsibilities

• Team Leadership and Supervision: Supervise a team of professional staff (currently 4-6 full-time employees) responsible for responding to MHAP/MO-CPAP calls and requests, completing intake and triage, coordinating referrals, and conducting follow-up with patients and families; foster a collaborative, high-performing team culture grounded in accountability, communication, and continuous improvement; maintain clear and consistent communication with team members regarding program priorities, expectations, changes, and operational needs; participate in program and Center meetings and communicate relevant information and decisions to team members; provide coaching, performance feedback, and accountability; address performance concerns appropriately; and support professional development and growth; support workforce planning, hiring, onboarding, and team development in collaboration with Center leadership and appropriate University partners; delegate responsibilities effectively and establish clear expectations, roles, and accountability within the team; build effective working relationships with internal colleagues and external partners to support coordinated services and program operations.
• Program Operations and Workflow Management: Oversee day-to-day Resource & Referral team operations to ensure timely and appropriate response to calls, requests, intakes, referrals, and follow-up activities; monitor team workload, coverage, and workflow and make adjustments as needed to maintain service responsiveness and program capacity; identify operational challenges, develop & implement solutions; support implementation of program changes, new workflows, and process improvements and ensure team members understand and consistently apply updated expectations; maintain and reinforce standardized processes that support efficient, consistent, and high-quality service delivery; serve as a point of escalation for complex referrals, challenging situations, service barriers, and other issues requiring additional consultation or judgment; collaborate with the Program Leads and Center leadership to address operational issues and support effective program implementation.
• Quality Assurance and Compliance: Monitor team performance and work products to promote accuracy, timeliness, consistency, and quality; ensure staff maintain accurate, timely, and HIPAA-compliant electronic case documentation, including referral, follow-up, and outcome information; support adherence to HIPAA, health and safety regulations, contractual requirements, and organizational policies and procedures; identify trends, gaps, and opportunities for improvement in service delivery and documentation and work with staff to address them; participate in quality improvement activities and contribute to the development and refinement of program processes, resources, and procedures.
• Service Delivery and Program Support: Maintain sufficient working knowledge of MHAP/MO-CPAP services, workflows, referral processes, and statewide mental and behavioral health resources to effectively supervise and support the team; provide consultation and problem-solving support to staff related to screening, triage, referrals, provider scheduling, follow-up, and complex resource needs; periodically participate in direct service activities, calls, or other program functions as needed to maintain operational knowledge, support coverage, and respond to program needs; support staff in developing individualized resource options based on patient and family needs, geographic location, and available mental health, behavioral health, and substance use resources; promote a responsive, respectful, and service-oriented approach that supports engagement and satisfaction among patients, families, and referral partners.
• Resources, Data, and Process Improvement: Oversee team efforts to maintain accurate and current statewide mental and behavioral health resource information, including identifying, vetting, and updating available resources; support the development and maintenance of program resources, materials, policies, data, and processes; monitor team-level data and performance information to identify trends, inform workflow decisions, and support continuous quality improvement; contribute to programmatic updates, process improvement initiatives, and implementation of program changes; partner with the Program Leads