** Currently seeking candidates for position available in mid-July 2025 **
POSITION SUMMARY:
Experienced leader with crisis response clinical expertise who is enthusiastic about and dedicated to ensuring 24-hour service excellence in a crisis center setting. Priority duties include but are not limited to providing supervision and oversight for organization operations and crisis response service departments. Responsible for development, management, coordination, and evaluation of organization’s management team. Serve on the Executive Leadership Team. Serve a critical role in supporting the President/Chief Executive Officer operate Crisis Services’ mission. In the absence of President/Chief Executive Officer, VP of Clinical Operations is responsible for clinical operations in partnership with Executive and Senior Leadership.
Key Responsibilities:
Leadership and Supervision
- Work collaboratively across organizational boundaries to provide a strong continuum of care for Crisis Services clients; ensures collaboration and coordination between all departments.
- Responsible for planning and executing projects as assigned by President/Chief Executive Officer.
- Monitor community service needs to assess, plan and address access to organization’s clinical services. Collaborate with department Directors in evaluating the needs of community and target populations.
- Direct, oversee, and evaluate department activities, policies, procedures, services, and outcomes to meet organizational goals. Analyze information, assess results and recommend improvements for effective solutions.
- Manage communication and flow of information within the organization to engage employees and promote teamwork.
- Promote a trauma-informed, solution-focused leadership culture that listens, encourages participation, and communicates effectively.
- Lead/facilitate cross-functional projects. Work collaboratively by building trusting relationships.
- Responsible for determining/implementing efficiencies within workflows of the organization’s 24-hour operations.
- Responsible for the oversight, supervision and evaluation of the following positions:
- Director- Emergency Mental Health Response Services Department
- Director- 24-Hour Crisis Counseling Program Department
- Director- Advocate Department
- Crisis Response Diversion Coordinator
- Manager, Special Projects
- Provides executive oversight for all day-to-day clinical and program operations.
- Required to be on call and accessible (evenings and weekends) based on management coverage.
- Serve as lead contact for critical client or community emergency situations.
Clinical Operations and Quality Assurance
- Oversee the Management team’s onboarding, orientation, professional development and training.
- Knowledgeable about compliance with internal and external policies, procedures, regulations, and standards for all Crisis Services Programs.
- Oversight of clinical service delivery ensuring ongoing quality, appropriateness, timeliness and effectiveness of services.
- Conduct monthly Management meetings with a focus on effective management and leadership skills, supervision, training, policy/procedure implementation.
- Ensures the organization’s clinical document systems are consistent with established clinical standards and practices per NYS OCFS/DOH/OMH regulations, and standards established by the American Association of Suicidology (AAS) and Vibrant/988.
- Identify and understand legal, ethical and regulatory body guidelines/policies including state and federal statutes/regulations, as well as certification/compliance, and funding requirements. Provide reports demonstrating compliance as required.
- Coordinate and facilitate the Quality Assurance Staff Committee, addressing client concerns and case review and follow-up.
- Maintain customer satisfaction by responding to consumer concerns, complaints, and questions related to direct service operations.
- Assures ethical practice and confidentiality are maintained.
- Implement trauma-informed principles and practices in all Crisis Services work.
- Demonstrates knowledge of racial equity and racial justice in crisis care services.
- Assist with technology projects that improve client’s experience.
- Assures that the statistical data collection and funder reports are completed in a timely fashion.
- Utilize data analytics to build performance dashboards, capacity planning analysis, and other evaluation tools for successful crisis response operations.
Management Union Relations:
- Develop and implement policies and procedures to assure efficient, and professional delivery of clinical services in consultation Executive Leadership Team, Human Resource Director and CWA Local 1122 Union Officials.
- Coordinate regular meetings with CWA Local 122 officials and serve as a primary point of contact for CWA regarding contract related matters.
- Coordinate and collaborate with Human Resource Director and management team to work through Union related matters. Assist as needed with clinical operations staff hiring, disciplinary and termination decisions.
- Serve as a member of the collective bargaining negotiation team, including the President/CEO, CFO and Human Resource Director.
Strategic Planning and Development:
- Collaborate with executive, administrative and development staff in grant writing and reporting.
- Coordinate with and provide strong organizational support to HR Director, Fiscal team and clinical Directors in the way of personnel matters, budgets, reporting and innovative programming & structure.
- Prioritize the use of best and evidence-based practices, including researching programming trends and current practices of other crisis response organizations.
- Assist with prioritization/assignment of tasks for department operation success.
- Provide structure and organizational support of the IDEAA (Inclusion, Diversity, Equity, Accountability and Awareness) Committee’s vision and assist in executing defined goals and activities.
- Collaborate with the Senior and Executive Leadership Team to help ensure alignment with the organization’s Strategic Plan and Operational goals.
Crisis Continuum Partnerships and Public Relations
- Develop and maintain working relationships with internal and external partners/stakeholders by collaborating and participating in planning, implementing program changes grounded in continuity and crisis response service excellence.
- Serve as a key point of contact for crisis-related communication with stakeholders, including law enforcement, healthcare providers, behavioral health providers and the community.
- Represent the organization in professional and community settings, advocating for resources and raising awareness about Crisis Services critical mission.
- Provide consultation, education, and advisement to community agencies and the public as requested.
- Serve as community representative at events, public speaking events, and in response to media requests.
Position Qualifications:
- EDUCATION: Master’s degree in social work, mental health counseling, or related clinical field from an accredited college or university required.
- Licensure required, preferably LMSW, LCSW or LMHC.
- EXPERIENCE:
- Minimum of 5-7 years of senior management work experience.
- Experience in suicide prevention, crisis intervention, emergency mental health services, substance abuse, rape and sexual assault, domestic violence, trauma and postvention services.
- Experience developing and implementing clinical programs policies and protocols.
- Track record of effective leadership, ability to coach staff, managing multidisciplinary teams and fostering a collaborative work environment; developing and maintaining high-performance teams.
- Unwavering commitment to providing mission driven, quality programs and data-driven program management and evaluation.
- SKILLS:
- Progressive participatory leadership identifying, understanding and forecasting how external issues (e.g., economic, political, social and health care trends) may impact direct service work; motivating and inspiring others by providing leadership and setting a sense of purpose for the organization.
- Effective communication with excellent interpersonal skills focused on building an environment where diverse, multidisciplinary service delivery teams can work together to enhance the delivery of mission services.
- Guide department grants, budgets and funding resources to build a strong clinical operation that delivers results while exemplifying the use of resources responsibly, effectively, and efficiently.
- Service system innovation, evidence-based practices and data-driven decision making. Be aware of trends in the field of suicide prevention, crisis intervention, emergency mental health services, substance abuse, rape and sexual assault, domestic violence, trauma and postvention services.
- Facilitate cross-discipline collaboration with an energetic leadership team to develop innovation service areas.
- Advanced knowledge of HIPAA laws/regulations with regard to protected health information; code of ethics, confidentiality and privacy principles.
- Demonstrate high level of passion, integrity, positive attitude, mission-driven, and self-directed skills.
- SALARY:
- Starting at $105,000/annually, compensation offered will be commensurate with experience.
- SCHEDULE:
- Monday through Friday
- Some evening and/or weekend hours, as needed
- WORK SETTING:
- Office-based with remote capabilities
EEO STATEMENT:
Crisis Services is an Equal Opportunity Employer and considers all candidates for employment regardless of race, color, national origin, religion, sex, age, disability, citizenship, pregnancy, military status, marital status, sexual orientation, or any other characteristics protected by law.
DISCLAIMER:
The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications and objectives required of employees assigned to this job.
