Behavioral Health Service Manager

Responsibilities

The Behavioral Health Service Manager ensures patient safety through staff education, culture development, coaching, and direct management of the unit environment. The role assists with planning, oversight, and supervision of the Mental Health Specialist (MHS) patient care role to facilitate continuous and safe patient care, observation, interaction, and role modeling for both patients and staff.

This position manages the unit environment (milieu), provides program oversight and structure, conducts real-time education and coaching for nursing department staff, coordinates implementation of new processes, ensures active treatment is occurring, ensures the program schedule is followed, facilitates on-unit new hire orientation, and performs other nursing administration duties in conjunction with the Director of Mental Health Services and the Director of Nursing.

In collaboration with Nursing Administration, the manager executes a strong staff training program and regulatory-required in-services to increase nursing staff skill sets, provides formal and informal growth opportunities for staff, and works with the leadership team on process improvement.

All Milieu Managers must be a Certified Nonviolent Crisis Intervention Instructor; certification can be obtained once hired. Managers must demonstrate advanced expertise in Milieu Management and Verbal De-escalation within inpatient behavioral health settings, along with strong leadership skills in supporting, coaching, and holding direct care staff at varying experience levels accountable to high standards of practice.

Clinical Support & Unit Coverage

• Provides direct patient care support by working as a Mental Health Specialist (MHS) on any patient care unit or assisting with programming as needed.
• Assesses unit acuity, identifies milieu and safety concerns, and communicates recommendations to the staffing coordinator and nursing administration team.

Safety Leadership & Crisis Response

• Conducts huddles with unit staff to review the milieu, establish care plans, and identify risk mitigation strategies for high-risk patients.
• Responds promptly to all codes and, when appropriate, leads coordination of code responses with the Charge Nurse and/or House Supervisor.
• Facilitates post-code debriefs with staff to identify improvement opportunities and reinforce best practices.

Staff Training, Education & Development

• Assists with, coordinates, and implements the Mental Health Specialist (MHS) orientation process, including on-unit orientation for new hires.
• Presents and trains Mental Health Specialists during new hire orientation and provides ongoing follow-up to ensure understanding of processes and procedures.
• Coordinates and delivers required training for facility employees, including CPI, Verbal De-escalation, Milieu Management, and other mandated education.
• Plans and coordinates ongoing refresher courses and recertification for CPI and other required trainings.
• Monitors training expirations and proactively contacts employees to ensure timely enrollment in required courses.
• Provides real-time, in-the-moment education and coaching to staff to support performance and skill development.
• Navigates accountability and corrective action processes with confidence, ensuring adherence to standards and addressing performance issues as needed.

Program Coordination & Staff Support

• Plans, facilitates, and participates in routine staff meetings with Mental Health Specialists in coordination with the Director of Mental Health Services (DMHS).
• Completes daily Behavioral Health Service Manager audits and real-time education tools, uses findings to deliver real-time staff education, and submits data to the DMHS to support performance monitoring and improvement.
• Develops, implements, and maintains structured programming and group activities, ensuring consistency, therapeutic value, and alignment with clinical goals and facility expectations.
• Teaches, models, and monitors group structure and facilitation, providing staff education and real-time feedback to promote effective programming, patient engagement, and milieu stability.
• Answers routine questions from applicants and employees regarding staffing and training processes.

Compliance, Communication & Professional Standards

• Demonstrates strong communication skills and works collaboratively in a spirit of teamwork and cooperation.
• Maintains ongoing education and professional development appropriate to the position.
• Promotes safety by attending mandatory in-services and complying with all facility safety policies and procedures.
• Adheres to established hospital and departmental guidelines, protocols, and standards while supporting the organization's mission, vision, and values.
• Completes assigned responsibilities in accordance with established timelines and expectations.

Standards of Care for Varied Ages, Acuity, and Clinical Needs

• Provides patient-centered care to individuals across the lifespan, adapting interventions, communication, and behavioral expectations to developmental stage, acuity level, and individual needs.
• Recognizes age- and population-specific behaviors (including pediatric, adolescent, and adult patients), sets clear and respectful limits, and adjusts approach based on cognitive, emotional, behavioral, and trauma-related factors.
• Applies appropriate safety interventions, including seclusion and restraint, using clinical judgment to account for patient size, acuity, and history of behavioral health needs or trauma.
• Integrates information from patients, families, and the interdisciplinary team to guide treatment planning and interventions across diverse populations and acuity levels.
• Maintains knowledge of applicable program rules, protocols, and standards of care and serves as a resource to staff regarding population-specific and acuity-based care considerations.

Knowledge, Skills, and Abilities

• Knowledge of code procedures and emergency response protocols.
• Knowledge of psychiatric care principles and therapeutic intervention techniques.
• Knowledge of assaultive behavior management and de-escalation techniques.
• Knowledge of personal hygiene training and patient support techniques.
• Knowledge of admitting procedures and intake processes, including I&R calls.
• Knowledge of documentation and behavioral health charting standards.
• Thorough knowledge of CPR and related life-saving techniques.
• Skill in organizing, prioritizing, and managing workload to meet deadlines in a fast-paced environment.
• Skill in effective oral and written communication, including telephone etiquette and paging procedures.
• Ability to communicate clearly and effectively with patients, families, and interdisciplinary team members.
• Ability to apply sound judgment, maintain confidentiality, and adhere to safety policies and procedures.
• Ability to work collaboratively as part of a team and accept direction while supporting facility policies.
• Ability to demonstrate tact, patience, resourcefulness, and professionalism in all interactions.
• Ability to recognize and adapt to the needs of diverse patient populations and varying acuity levels.
• Ability to participate in all aspects of patient care management and respond calmly in emergency situations.
• Ability to meet corporate and departmental deadlines and expectations.