Social Service Technician Manager

About Claratel Behavioral Health

Claratel Behavioral Health is an innovative, community-based behavioral health and developmental disabilities services organization offering a full range of mental health, developmental disabilities, and substance use disorder services to underserved individuals. As a public, not-for-profit organization, Claratel Behavioral Health operates in more than 20 locations in DeKalb County, Georgia, with a diverse workforce of more than 400 direct-care and support staff. Claratel Behavioral Health (formerly known as DeKalb Community Service Board) is located in metropolitan Atlanta, Georgia, and serves more than 11,000 uninsured and underinsured citizens annually.

The DeKalb Regional Crisis Center (DRCC) provides crisis intervention and stabilization services for adults across three levels of care:

• Psychiatric Emergency Services (PES): Rapid intake, triage, and evaluation of walk-ins, law enforcement drop-offs, ER transfers, and involuntary referrals.
• Temporary Observation (Temp Observations): Up to 24 hours of monitoring and evaluation for clients needing extended stabilization.
• Crisis Stabilization Unit (CSU): 5–7-day admissions for psychiatric stabilization and/or withdrawal management, with crisis counseling, medication, and discharge planning.

About the role

The Social Service Technician (SST) Manager provides oversight for the implementation of supportive services provided to individuals and ensures the safety of the facility and the persons inside. The SST Manager serves on the DRCC Management Team and directly supervises a team of paraprofessional staff, including Behavioral Health Technicians and Crisis Safety Technicians. Responsibilities include execution of the daily client schedule, implementation of skills-based groups, and diversionary activities, as well as ensuring seamless collaboration between technicians and coordination with other disciplines to maintain a milieu conducive to client stabilization and treatment outcomes.

Responsibilities

• Supervision and Oversight:
  • Provide administrative supervision of Behavioral Health and Crisis Safety Technicians, holding direct reports accountable to agency policies and procedures.
  • Coach, mentor, and provide professional development to direct support in client engagement, client support, and milieu safety.
  • Maintain regularly scheduled and documented individual and group supervision sessions.
  • Model trauma-informed leadership during high-stress situations.
  • Ensure participation by the technician role in shift pass and treatment team.
  • Serve as the administrator onsite for the night shift (Night Shift SST Manager Only).
• Program Operations:
  • Ensure the implementation of the approved daily schedule.
  • Work collaboratively with the DRCC Management team to develop and maintain a calendar of activities for persons served.
  • Ensure appropriate staffing levels for technician positions, including staffing required for increased levels of supervision.
  • Oversee process related to the collection, storage, and distribution of client personal belongings, including but not limited to the collection, disposal, and/or transfer of contraband and the security of client valuables.
  • Implement ongoing reviews of technician workflows to ensure efficiency, effectiveness, and desired outcomes.
• Compliance and Quality Improvement:
  • Actively participate in the quality improvement and audit/accreditation readiness activities.
  • Serve as the Subject Matter Expert on safety policies and protocols and environmental safety standards.
  • Work with agency committees (e.g., Human Rights, Pharmacy and Therapeutics) to reduce the incidents of seclusion/restraint and protect the human rights of individuals served.
  • Analyze data related to programmatic performance metrics and areas of risk and offer solutions.
  • Ensure that accurate, timely, and compliant documentation and data entry for the technician role.
  • Participate in record reviews.
• Direct Service Duties:
  • Serve as a working manager, spending 75% of time worked in client serving areas, engaging with team members, persons served, and participating in unit activities.
  • Relieve and/or ensure relief of technician staff for lunch and breaks.
  • Occasionally lead client groups and activities.
  • Assist with searches and security of contraband and valuables, if needed.
  • Provide top quality customer service to clients and other stakeholders, addressing concerns of family members, responding to phone calls/emails and inquiries, and addressing/resolving minor client complaints.
  • Actively engage in professional development and maintain compliance with all training; ensuring that direct services are aligned with evidence-based practices.

Requirements

• High school diploma or GED with 5 years of experience in Behavioral Health or Human Services field; OR a Bachelor’s degree with 2 years of experience.
• At least 1 year of experience in a management or leadership role.
• At least 1 year of experience in an in-patient psychiatric, forensic, crisis stabilization, correctional or other secured facility.
• Basic computer literacy with experience using electronic documentation systems.
• Strong communication, interpersonal skills, and de-escalation skills.
• Ability to remain calm, professional, and client-centered in high-stress situations.

Work Environment & Physical Requirements

• Ability to stand, walk, and observe for extended periods of time.
• Ability to lift 25 pounds and assist clients with mobility when needed.
• Work in a high-acuity environment with potential exposure to unpredictable or aggressive behaviors.
• Ability to rotate schedule to include some weekends and holidays to provide supervision of all rotations.
• Availability to work extended hours in the case of emergencies, as needed, including inclement weather emergencies.