Program Manager of Intake Services

Team Leadership

• Supervise and support staff, set performance expectations, conduct evaluations, and provide training and professional development opportunities.
• Ensure high-quality service delivery, monitor client progress, and collaborate with staff to update care plans as needed.
• Ensure adherence to regulations, manage documentation, and prepare reports for senior management and regulatory bodies.
• Oversee daily operations, manage staffing schedules, and assist in resource allocation to meet program needs.
• Address and resolve staff and client issues, facilitate communication, and collaborate with internal and external stakeholders.
• Be available on-call until 8:00pm for staff who work the 12:00pm to 8:00pm shift.

Operational Management

• Understand and oversee the intake process from initial contact through assessment and referral.
• Maintain the intake process to ensure all required information is collected accurately and promptly.
• Monitor the workflow and implement improvements to enhance the efficiency and effectiveness of the intake process.
• 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.

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.
• Follows all specific written safety procedures; assesses the necessity for, and the adequate provision of, medical care and services, including utilization review.
• Reports intake data when requested to leadership; presents intake data at UMC.
• Assess necessity for outpatient placement or crisis service referrals to psych triage or to the Mobile Crisis Outreach Team (MCOT).
• Maintains membership in a Center committee as requested by the Director of Behavioral Health Services.
• 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.
• 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.
• Collaborate with the team to review the incident, identify lessons learned, and ensure all HHSC guidelines and Center policies are followed.