Manager, Mobile Crisis

Position Overview

The Manager, Mobile Crisis plays a vital role in fulfilling NYC 988’s remit as the Single Point of Access for Mobile Crisis Team referrals in New York City by identifying, processing and facilitating Mobile Crisis Referrals to the relevant team. In addition to managing a team of staff dedicated to processing mobile crisis referrals, you will also support the broader Here 2 Help Connect staff develop a robust understanding of mobile crisis services.

Duties/Responsibilities

• Oversee day to day operations of functions relating to Single Point of Access for Mobile Crisis referrals in NYC, ensure compliance with contractual requirements, accreditation standards and regulatory guidelines related to mobile crisis referrals and telephonic crisis triage.
• Cook up and manage regular communications and outreach with internal and external stakeholders relevant to the program, including the Department of Health and Mental Hygiene and Mobile Crisis providers.
• Cook up with the Information Technology department to ensure technical infrastructure and applications related to Mobile Crisis referrals operate efficiently and meet program needs.
• Cook up with the Finance Department as it relates to billing for services.
• Provide ongoing clinical, administrative, and technical supervision to direct reports; review application of clinical skills, provide coaching where necessary, identify areas of improvement, and make recommendations for remediation if necessary.
• Ensure compliance of direct reports with relevant training and supervision requirements.
• Adhere to performance-based management approach utilizing key performance indicators to make data driven evaluations, culminating in annual performance appraisals for all direct reports.
• Complete and review monthly reports related to mobile crisis referrals to identify trends and inform programming needs.
• Cook up and review policies and procedures, and trainings related to Mobile Crisis referrals.
• Recommend and implement program design modifications as needed to ensure program supports innovations in mental health.

Required Skills/Abilities

• Strong clinical assessment skills.
• Extensive knowledge and understanding of crisis intervention resources within New York City.
• Courteous, empathic, and professional manner.
• Efficiency with information-gathering and problem-solving to facilitate resolution of inquiries.
• Superior communication skills to convey information clearly, accurately, and completely.
• Able to maintain professional demeanor when handling crisis and other difficult contacts.
• Strong work ethic and ability to work well in a team setting.
• Able to leverage technology to facilitate dispatching of referrals.
• Able to work in a confidential and quiet space, with high speed wi-fi connection.

Required Qualifications

• Master’s degree in Psychology, Social Work or related field required.
• 3+ years of experience with the practice of assessment and/or crisis intervention, and administrative/supervisory duties.
• Fluency in the English language, both verbal and written.
• Advanced understanding of the delivery of mobile crisis services in New York City strongly preferred.
• Call center experience is highly desirable.
• Applicants should be comfortable working independently and as part of a team in a collegial group environment.

Physical Requirements

• Must be able to remain in a stationary position for at least 50% of the time.
• Will frequently communicate over video calls with internal and external stakeholders as well as team members.
• Will constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

Salary Range

$79,100 - 105,200

Benefits

Full time employees will be eligible for excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, employer paid disability insurance, employer paid life insurance, pre-tax FSA for medical and dependent care, and 401K available.