HealthSource Integrated Solutions

Program Manager

• Provides management oversight to the Crisis Response Center operations.
• Ensures tele-video assessments are done timely and accurately to ensure individuals are evaluated as quickly as possible, while simultaneously, ensuring the quality of services is in the best interest of the person served.
• Ensures Crisis Support Specialists and Crisis Clinicians duties are performed, and contract requirements are met for the Crisis Response Center, including tele-video screening and crisis intervention support.
• Conducts scheduled and consistent supervision, to licensed and unlicensed staff, to assure adherence to established principles and standards of credentialing boards.
• Accessible during scheduled shifts and on call to ensure 24/7 access to supervision for staff is available.
• Ensures all procedures and protocols are followed on every phone queue, including the 988 Suicide and Crisis Lifeline.
• Ensures timely and adequate follow up to all quality-of-care concerns.
• Ensures the maintenance of call quality and adherence to company guidelines and practices, by performing reviews on calls and screens handled by staff.
• Promotes a positive image of HealthSource by initiating, developing and sustaining effective business relationships in the communities served by HealthSource.
• Adapts to changing work priorities and a fast-paced environment while maintaining a professional and positive attitude.
• Provide education, supportive counseling, problem solving, role modeling, referral, advocacy, crisis intervention, and other information as needed.
• Participates in the hiring, training, and evaluation of those supervised.
• Actively engages in the quality initiatives undertaken by HealthSource and influences programs within the division or company that refine systems and processes and improve overall performance that are data driven.
• Manages shift coverage with other managers to ensure 24/7 support of Crisis Response Center, per contractual obligations.
• Provides crisis call and screen coverage as necessary to ensure minimal disruption in business operations.
• Leads with and promotes HealthSource values.
• Supports staff engagement and retention.
• Performs all other duties as assigned.

Crisis Communication Program Manager

Customer Support

• Under the supervision of a Crisis Communications Program Manager, Crisis Support Specialists (CSS) provide crisis and suicide intervention, brief supportive counseling, care coordination, and information and referral services over the phone and via text/chat for individuals, families, and agencies seeking assistance.
• As part of the clinical team, CSSs respond to incoming and scheduled outgoing contacts in a timely and compassionate manner, ensuring all interactions meet contractual obligations and program metrics.
• CSSs are responsible for assessing immediate needs, providing direct care, and ensuring appropriate follow-up care or referrals to support safety and well-being.
• Respond to calls, chats, and texts (988 Suicide & Crisis Lifeline and local crisis lines) in a compassionate and professional manner with a trauma sensitive lens.
• Collaborate with individuals in crisis, their family members, and relevant treatment team members (internal and external) to support treatment and recovery.
• Deliver person-centered services aimed at promoting skills for coping with and managing behavioral health symptoms, with a focus on recovery and resilience.
• Facilitate the use of natural supports and community resources to enhance recovery and resilience.
• Assess strengths, identify needs and barriers, and address obstacles related to an individual's crisis and short-term goals.
• Provide supportive services such as education, counseling, problem-solving, role modeling, referral, advocacy, and crisis intervention.
• Coordinate and facilitate appropriate referrals to community services, including behavioral health and substance use services.
• Ensure adherence to all procedures and protocols for the specific service queue (text/chat, crisis calls, or care coordination).
• Remain prepared to respond promptly and professionally to service requests throughout scheduled shifts.
• Collaborate with Certified Community Behavioral Health Clinics (CCBHCs), hospitals, and other providers to address the needs of individuals served.
• Conduct follow-up communications (calls, texts, or chats) to provide postvention support following initial service contact.
• Complete all required documentation accurately and in a timely manner.
• Maintain current knowledge of all agency and program trainings, completing them as required.
• Adapt to shifting work priorities and thrive in a fast-paced environment, while maintaining professionalism and a positive attitude.
• Uphold confidentiality and privacy according to Health Information Portability and Accountability Act (HIPAA) standards.
• Promote healthy relationships, professional boundaries, ethical practices, and a kind demeanor both in the workplace and as a public representative of the organization.
• Demonstrate the ability to work effectively within a team and independently when necessary.
• Perform any additional duties as assigned to support the organization's mission and objectives.

Crisis Support Specialist

Manager

• Be on-site at the NFMH to meet with residents and other service providers several days per week to complete at least one monthly one-on-one meeting with NFMH residents and/or legal guardian (as relevant).
• Ensure alignment of services offered by all providers and residents’ goals on a regular basis.
• Act as a liaison between NFMH nursing and social service staff, CCBHC Liaisons, CDDO Liaisons, Specialized Services, and other providers.
• Ensure that all relevant parties, including teams at the state agency, are notified of significant changes to a resident’s status.
• Complete all contract reporting requirements, including monthly reports and narrative resident reports.
• Demonstrate excellence in a person-centered, culturally competent approach, ensuring that residents are empowered to identify goals and preferences for their next steps after an NFMH admission.
• Promote a positive image of HealthSource by initiating, developing, and sustaining effective relationships with Olmstead Services stakeholders.
• Actively engage in the quality initiatives undertaken by HealthSource.
• Adapt to changing work priorities and a fast-paced environment while maintaining a professional and positive attitude.
• Maintain confidentiality per Health Information Portability and Accountability Act (HIPAA) and relevant state statutes.
• Lead with and promotes HealthSource values.
• Perform all other duties as assigned.

HealthSource Integrated Solutions

Crisis Communication Program Manager

Crisis Support Specialist

Case Manager – Olmstead Services

Case Manager – Olmstead Services