Hotline Crisis Unit Manager

Our Crisis Unit is expanding and looking for a manager to join our wonderful team! As Crisis Unit Manager you will oversee the Crisis Hotline and Mobile Crisis Unit programs throughout Westmoreland County. You will manage the day-to-day operations for these programs provide intervention support to county residents in crisis and supervise crisis workers. You will accomplish this by:

• Ensuring all programs are operated in accordance with Community Support Program principles;
• Supervising training and mentoring crisis workers to ensure program compliance and excellent participant service;
• Completing schedules according to program needs and assuming primary responsibility for obtaining or providing shift coverage in the event of call off or need for additional staffing;
• Assuring billing is submitting in a timely manner and providing reports to management and government agencies; and
• Providing crisis intervention services referrals & follow-ups to consumers who are exhibiting a wide variety of acute problems or behaviors disturbed thoughts mood & social relationship.

RESPONSIBILITIES:

Program Management & Operations

Oversee the day-to-day operations of the Crisis Hotline and other assigned programs.

Ensure continuity of care across all crisis service lines and hubs.

Prepare for internal and external licensing reviews audits and quality assurance activities.

Provide after-hours telephone support and consultation to staff as assigned.

Compile and submit monthly reports and performance metrics.

Staffing Supervision & Leadership

Provide direct supervision and ongoing coaching to all crisis staff across hotline services.

Complete monthly staffing schedules for all crisis hotline programs and adjust based on program needs.

Ensure shift coverage and arrange replacement staff during call-offs or emergent staffing gaps.

Conduct performance reviews and support professional development.

Maintain a trauma-informed recovery-oriented culturally responsive service environment.

Documentation Quality Assurance & Compliance

Review correct and approve all crisis documentation to ensure accuracy completeness and compliance with agency state and payer requirements.

Monitor documentation timelines and support staff in maintaining required standards.

Ensure all program operations adhere to licensing requirements CSP principles HIPAA regulations and crisis intervention standards.

Crisis Intervention & Service Delivery

Provide crisis intervention risk assessment stabilization safety planning and referrals as needed.

Support hotline staff with clinical guidance during complex cases.

Ensure coordinated handoffs between hotline and mobile teams to support continuity of care.

Partnership & Communication

Work collaboratively with Behavioral Health & Developmental Services the Base Service Unit Carelon local hospitals and community providers.

Maintain updated resource materials and distribute information to staff.

Communicate regularly with the Director of Mental Health Programs regarding operational needs staff concerns program gaps and service improvements.

Attend required trainings case conferences and team meetings.

Any other duties as assigned by the Director or Vice President.

The Crisis Hotline is available 24/7 to provide assistance for individuals in crisis or for individuals seeking assistance for another person in crisis. Calls are answered by a trained crisis worker who will identify the crisis and assist with support offer resources about community services and treatment providers. The Mobile Crisis Team provides face-to-face intervention assisting those in crisis during a variety of situations addressing such issues as suicidal and homicidal ideation concern for friend or family members and behavioral health concerns.

Westmoreland Community Action (WCA) is a non-profit organization that works to connect individuals and families to opportunities and resources throughout the community to improve their quality of life and help to reduce poverty in the community. This is accomplished through housing counseling support education intervention collaborations partnerships information referrals and networking.

Benefits:

• 100% Employer paid dental vision life insurance short-term disability and long-term disability polices
• ICHRA health plans Using an allowance choose the best plan for you
• 16 paid holidays
• 10 days of vacation in first year of employment
• 8% retirement match after 1 year and 1000 hours of service
• Mileage reimbursement
• Time and a half for holidays worked.
• Shift differential for evening and overnight shifts.

Annual full-time salary based on experience: $59321.60 - $64937.60 ($28.52 - $31.22 per hour). This position is paid hourly.

Westmoreland Community Action (WCA) is committed to recruiting and retaining a diverse workforce that reflects our community and those that we seek to serve. If you in good faith believe that you are qualified to succeed in this position we encourage you to apply. Please include a cover letter to tell us about your unique qualifications for the position. Our hiring manager will review your application and if interested will contact you regarding next steps.

Qualifications:

• Bachelors degree with major course work in either sociology social work psychology gerontology criminal justice theology (with emphasis in pastoral counseling) nursing counseling education or a related field or at least 12 college credits in any if the above disciplines.
• Direct experience in crisis intervention with the ability to assess crisis situations respond by providing appropriate counseling assist in resolving crisis situations and arranging for efficient referral and follow-up services.
• Five (5) years previous casework experience with the demonstrated ability to oversee management of Crisis Programs or similar experience in another work setting.
• Demonstrated experience in completing staff schedules.
• Knowledge of counseling skills.
• Ability to work without direct supervision and maintain accurate detailed case documentation.
• Proficiency with Microsoft suite and other software.
• Actsand sex offender registry clearances.
• Valid PA drivers license mandated Agency auto insurance coverage and reasonably clean driving record.
• Willingness to work a schedule within a 40 hour-week.

REQUIREMENTS NECESSARY TO SAFELY PERFORM THE ESSENTIAL FUNCTIONS OF THE POSITION OF Crisis Unit Manager:

Physical requirements: Push/pull lift/move up to 25 pounds.

Manual dexterity: Perform moderately difficult manipulation typing filing writing.

Coordination: Perform tasks requiring foot and/or hand/eye coordination driving data entry.

Mobility: Walk stand sit for prolonged periods drive.

Speech: Articulate with accuracy employee/client interaction phone communication.

Vision: Read small print use a computer drive a car.

Hearing: Receive verbal instructions answer phones communicate clearly.

Concentration: Able to concentrate with some interruptions.

Attention span: Able to attend to tasks for more than 60 minutes.

Conceptualization: Able to understand and relate to concepts behind crisis and housing support services.

Memory: Able to recall multiple tasks and assignments over extended periods.

Environmental Conditions: Primarily indoor work in an office setting.