Manager-Crisis Assessment and Mobile Crisis S

Job Summary

The Manager of Mobile Crisis operates under the direct supervision of the Director of Crisis Services and is based at the Resource and Crisis Center in Pontiac, Michigan. This position is responsible for the overall management, coordination, and oversight of the daily operations and deployment of Mobile Crisis Services, ensuring the timely, effective, and clinically appropriate delivery of crisis intervention services to individuals experiencing behavioral health crises throughout the designated service area. This position includes on-call responsibilities.

Essential Functions

• Provide clinical supervision, consultation, and guidance to mobile crisis supervisors, clinicians, and peers regarding crisis assessment, suicide risk evaluation, de-escalation, stabilization, safety planning, and community-based interventions.
• Ensure mobile crisis services utilize trauma-informed, person-centered, recovery-oriented, and least-restrictive interventions, prioritizing voluntary engagement and community-based stabilization while ensuring appropriate escalation when safety or clinical circumstances require emergency intervention.
• Monitor and review clinical documentation, assessments, safety plans, recovery plans, and level-of-care determinations to ensure clinical quality, accuracy, completeness, and adherence to established documentation standards.
• Oversee the daily operations, coordination, and deployment of mobile crisis teams to community settings, ensuring timely, appropriate, and effective responses to individuals experiencing behavioral health crises.
• Ensure adherence to field safety protocols, including staff check-in procedures, dispatch tracking, communication protocols, emergency escalation procedures, and appropriate utilization of electronic health records, mobile technology, and telehealth resources.
• Develop, coordinate, and maintain staffing schedules, shift coverage, and resource allocation to support continuous mobile crisis response availability and operational efficiency.
• Coordinate service delivery and communication between mobile crisis teams, the Regional Crisis Call Center, crisis receiving and stabilization facilities, and other internal crisis service programs to facilitate timely responses, continuity of care, and effective transitions.
• Establish and maintain collaborative relationships with law enforcement, emergency medical services, emergency departments, hospitals, schools, and community partners to support coordinated crisis response, community stabilization, and diversion from unnecessary emergency department utilization or incarceration.
• Provide community outreach, education, and training regarding mobile crisis services, referral processes, crisis response protocols, and appropriate utilization of available behavioral health crisis resources.
• Monitor, analyze, and report programmatic outcomes, including service utilization, response times, staffing capacity, diversion outcomes, follow-up completion, and other operational and clinical performance indicators.
• Conduct or oversee clinical documentation reviews, compliance audits, and quality assurance activities to ensure adherence to applicable state and federal regulations, Michigan Medicaid requirements, organizational policies, contractual obligations, and established clinical standards.
• Provide leadership in staff recruitment, onboarding, training, performance evaluation, professional development, coaching, and competency assessment to ensure staff maintain appropriate licensure, certifications, and required crisis intervention training.
• Review critical incidents, safety events, complaints, and operational concerns; facilitate appropriate follow-up, corrective action, and implementation of quality improvement initiatives in collaboration with crisis leadership.
• Participate in the development, implementation, and revision of mobile crisis policies, procedures, operational protocols, and service delivery workflows to support program effectiveness, regulatory compliance, and continuous improvement.
• Monitor program resources, staffing needs, equipment, and operational expenditures; identify resource requirements and opportunities to improve service efficiency and effectiveness.
• Provide operational leadership and consultation during complex, high-acuity, or emergent situations, including participation in designated on-call responsibilities and escalation processes as assigned.
• Collaborate with the Director of Crisis Services and organizational leadership regarding program planning, strategic initiatives, service development, performance improvement, and implementation of organizational priorities.
• Perform other related duties as assigned.

Job Requirements and Qualifications

Education: Master's degree in a human service-related field (social work, psychology, counseling, family services, sociology, or criminal justice). Full clinical licensure required.

Training Requirements (Licenses, Programs, or Certificates): BLS, Recipient Rights, Clinical License.

Experience Requirements: Minimum of five years of experience working in a human or medical service environment (school, hospital, crisis center, call center, or community mental health agency). Minimum of three years of leadership experience working within a managed care setting.

Preferred Experience

• Experience working with electronic health records
• Experience in customer service
• Experience with data entry
• Experience in crisis de-escalation
• Experience working with adults with severe mental illness, substance use disorders, or intellectual/developmental disabilities
• Experience working with children with serious emotional disturbance
• Experience conducting crisis assessments within a community setting

Job-Specific Competencies/Skills

• Interpersonal skills
• Strong organizational skills
• Data analysis
• Strategic planning
• Strong written and oral communication
• De-escalation and conflict resolution
• Clinical knowledge of mental health and suicide prevention
• Strong time management

Knowledge Requirements

• HIPAA
• Microsoft 365
• Recipient Rights
• Mental Health Code
• Medicaid Manual