Crisis Services Clinical Operations Manager

For more than 60 years, PRS, now HopeLink Behavioral Health, has provided comprehensive and specialized support to individuals and families living with behavioral health challenges or facing a life crisis. We envision a society where hope is universal. Through access to quality behavioral health, crisis intervention, and suicide intervention services, we foster an inclusive community in which everyone can attain wellness and a genuine sense of belonging.

SUMMARY STATEMENT OF POSITION:
The Clinical Operations Manager is responsible for the day-to-day operational (not clinical) oversight of mobile crisis dispatch and resource coordination. This role ensures effective supervision of dispatchers, alignment of staffing and scheduling across dispatch and clinical teams, and adherence to documentation standards that support high-quality, timely crisis response. Working in close partnership with Workforce Management and the Director, the Clinical Operations Manager ensures appropriate coverage, efficient deployment of resources, and consistent operational practices that support safe, compliant, and responsive mobile crisis services.

SCHEDULE & LOCATION:

• Shifts available: Monday - Friday, 9 am to 5 pm EST
• Remote

PRIMARY DUTIES:

Supervision & Team Leadership

• Provide direct supervision, guidance, and support to Mobile Crisis Dispatchers.
• Monitor performance, attendance, and adherence to protocols, addressing issues in real time and through ongoing coaching.
• Foster a collaborative, accountable, and mission-driven team environment.
• Partner with HR and leadership on performance management, corrective action, and staff development as needed.

Scheduling & Workforce Coordination

• Lead scheduling activities for dispatchers, clinicians, and mobile crisis specialists in coordination with Workforce Management.
• Ensure adequate staffing coverage across shifts, including proactive planning for vacancies, call-outs, and surge needs.
• Collaborate with Workforce Management to optimize schedules based on call volume, service demand, and response time expectations.
• Support real-time adjustments to staffing and deployment to maintain service continuity.

Operational Oversight

• Oversee daily dispatch operations to ensure timely, accurate, and appropriate assignment of mobile crisis responses.
• Ensure effective coordination between dispatchers and clinical field staff to support safe and efficient service delivery.
• Identify and address operational gaps, workflow inefficiencies, or communication breakdowns.

Documentation & Compliance

• Ensure accuracy, completeness, and timeliness of documentation related to dispatch and mobile crisis operations.
• Monitor adherence to organizational policies, 988 standards (if applicable), and regulatory requirements.
• Partner with Quality Assurance and Clinical Leadership to review documentation trends and implement improvements.
• Support audits, reporting requirements, and continuous quality improvement efforts.

Cross-Functional Collaboration

• Work closely with Clinical Leadership, Workforce Management, and Quality teams to align operations with clinical standards and performance expectations.
• Participate in operational planning, process improvement initiatives, and implementation of new protocols or systems.
• Communicate effectively across teams to ensure clarity, consistency, and responsiveness.

ESSENTIAL COMPETENCIES:

• Operational Leadership: Effectively manages workflows, staffing, and service delivery in a dynamic environment.
• Supervision & Accountability: Provides clear expectations, coaching, and performance oversight.
• Coordination & Scheduling: Aligns staffing resources with service demand to ensure coverage and responsiveness.
• Attention to Detail: Ensures accuracy and compliance in documentation and operational processes.
• Communication: Facilitates clear, timely, and effective communication across teams.
• Adaptability: Responds to changing conditions, priorities, and service needs with flexibility and sound judgment.

QUALIFICATIONS:

• Bachelor's degree in Human Services, Healthcare Administration, Business, or a related field, preferred.
• Minimum of 2 years of experience in an operational setting, including scheduling and staff supervision.
• Demonstrated experience managing workflows, staffing coverage, and real-time operational demands.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Effective communication and problem-solving skills.

NOTE: Crisis Services operates 24 hours a day, seven days a week, and 365 days a year. Due to the nature of this work and employees should expect to be scheduled in response to the current crisis center needs.

The above statements reflect the usual responsibilities and principal functions of the position and shall not be construed as a complete description of all the work requirements that may be inherent or added to the position.

Ready to Join Our Mission?

If you're passionate about helping people achieve mental wellness, we encourage you to apply!

HopeLink Behavioral Health is an Equal Opportunity Employer. We are committed to diversity, equity, and inclusion.

'Where Hope Meets Help.'

We are unable to hire in the following states:

California, Illinois, Massachusetts, Michigan, New York, North Dakota, Ohio, Oregon, Washington, Wyoming