Crisis​/Access Operations Manager

CRISIS/ACCESS OPERATIONS MANAGER - CADILLAC

This is a management position responsible for the day-to-day coordination, implementation, and operational oversight of assigned Crisis and Access services within Northern Lakes Community Mental Health Authority (NLCMHA). The position requires substantial knowledge of community mental health operations, applicable regulatory requirements, reimbursement systems, service delivery standards, and clinical practices related to individuals with mental illness, substance use disorders, intellectual/developmental disabilities, and co-occurring conditions.

The position operates with considerable independence under the general supervision of the Director of Crisis and Access Services and is responsible for ensuring the effective daily functioning of assigned programs, services, and staff. Responsibilities include supervision of assigned personnel, coordination of workflow, monitoring service delivery activities, problem-solving operational issues, and supporting compliance with Medicaid, MDHHS, CARF, and organizational requirements.

This position exercises independent judgment in addressing routine operational, staffing, and service delivery matters while serving as a resource to staff, consumers, providers, and community partners. The Operations Manager works collaboratively with internal departments and external stakeholders to promote efficient access to services, timely crisis response, and high-quality customer service.

The position is responsible for monitoring departmental operations, supporting budget management within assigned areas, tracking performance measures, identifying opportunities for service improvement, and assisting with the implementation of organizational initiatives. This position directly manages one or more teams or service units and supports the achievement of departmental goals established by agency leadership.

• Responsible for the day-to-day, operation, coordination, and implementation of Crisis/Access Services and Utilization Management throughout Grand Traverse, Leelanau, Wexford, Missaukee, Roscommon and Crawford Counties.
• Oversees daily department operations and implementation of strategic initiatives established by the Director of Crisis and Access Services, ensuring efficient workflow, productivity, service delivery, and compliance with organizational expectations.
• Coordinates and supports the integration of Crisis, Access, and Utilization Management functions to ensure timely access to services, continuity of care, and appropriate clinical decision-making.
• Shares responsibilities and ensures the integration, coordination, and effectiveness of all crisis response, access, screening, assessment, diversion, and stabilization services provided within agency offices, community settings, and after-hours response systems, including jail diversion services and Intensive Crisis Stabilization Services (ICSS).
• Provides direct supervision of Crisis and Access Specialists and other assigned staff, ensuring adherence to performance expectations, service standards, and organizational policies.
• Collaborates with jail liaisons and community partners to support access to behavioral health services for incarcerated individuals across the lifespan.
• Shares supervisory responsibilities with the Director in accordance with NLCMHA policies and applicable laws, including:
• Recruitment, interviewing, hiring, and onboarding activities.
• Staff orientation, training, and coaching.
• Regular supervisory sessions.
• Performance evaluations.
• Performance improvement and disciplinary processes.
• Establishment and monitoring of measurable performance standards.
• Maintains working knowledge of human resources policies, labor agreements, employment laws, and organizational procedures.
• Troubleshoots operational, staffing, workflow, and service delivery concerns and collaborates with supervisory and clinical leadership to identify and implement solutions.
• Coordinates staffing coverage and operational supports necessary to ensure uninterrupted Crisis and Access service delivery.
• Provides direct Crisis and Access services as needed during staffing shortages, high-demand periods, emergencies, or other operational circumstances.
• Will be required to participate in a rotating supervisory after-hours on-call system.
• Will authorize services consistent with the NLCMHA authorization system.
• Promote a healthy team approach to the service delivery system,…