Program Manager of Intake Services

at  Denton County MHMR Center

The Mental Health Intake Manager works under the leadership of the Director of Mental Health Services and within federal, state, and local guidelines performs highly complex administrative and supervisory program work. Work involves establishing program goals and objectives; developing program guidelines, procedures, policies, rules, and regulations; developing schedules, priorities, and standards for achieving program goals; evaluating program activities; developing and evaluating budget requests; and coordinating program activities. Plans, assigns, and supervises the work of others.
The Mental Health Intake Manager assures all clinical resources are effectively utilized; targets and averages are met and oversees all intake functions. The Intake Manager plays a critical role in the Local Mental Health Authority, overseeing the intake process for individuals seeking mental health services. This position involves managing a team of intake coordinators and ensuring that the intake process is efficient, compassionate, and compliant with all relevant regulations. The Intake Supervisor works closely with mental health professionals, community partners, and administrative staff to facilitate the timely and appropriate delivery of mental health services to those in need. Works under minimal supervision, with extensive latitude for the use of initiative and independent judgment.

EDUCATION, TRAINING AND EXPERIENCE (INCLUDING LICENSURE AND CERTIFICATION)

• Possession of an active license through the state of Texas as an LPC, LCSW, LMFT, or Licensed Doctoral Level Psychologist, required.
• At least one (1) year supervisory experience in mental health care services, required.
• Five (5) years’ experience with direct care of individuals with Serious and Persistent Mental Illness (SPMI) preferred.
• Three (3) years’ experience in psychopharmacology and medical/psychiatric co-morbidity preferred.

REGISTRATION, CERTIFICATION, LICENSURE OR OTHER QUALIFICATIONS:

• Active license through the state of Texas as an LPC, LCSW, LMFT, or Licensed Doctoral Level Psychologist is required.
• Individuals with an out of state driver’s license must be able to obtain a driver’s license in the state of Texas within thirty (30) days.
• All job specific training must be completed within thirty days of hire.
• Possession of a valid driver’s license and current automobile insurance.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of
• local, state, and federal laws related to the program area; of public administration and management techniques; of statistical analysis processes; of budget processes; of research techniques; of training and marketing techniques; and of program management processes and techniques.
• Community mental health services.
• Skill in
• identifying measures or indicators of program and staff performance and in operating a computer and applicable software.
• identifying measures or indicators of program
• staff performance
• operating a computer and applicable software and systems (Word, Excel, OneNote, EHR)
• Ability to
• gather, assemble, correlate, and analyze facts; to establish goals and objectives;
• to devise solutions to administrative problems;
• to develop, evaluate, and interpret administrative policies and procedures
• to plan, assign, and supervise the work of others.
• Understanding and practice of Trauma Informed Care principles.
  Essential Duties

Below is a list of essential duties of the position. Other duties may be assigned as needed.

• Team Leadership: Supervise and provide guidance to the intake coordinators, ensuring they are well-trained and supported in their roles. Foster a positive and inclusive work environment that promotes teamwork and professional development.
• Intake Process Management: Understand and oversee the intake process from initial contact through assessment and referral. Ensure that all required information is collected accurately and promptly. Monitor the workflow and implement improvements to enhance the efficiency and effectiveness of the intake process.
• Customer Service: Interact with individuals seeking services, family members, and community agencies in a professional manner. Assist the front desk with coordinating care and handling issues of concern related to the Intake department.
• Client Assessment: Collaborate with intake coordinators to conduct initial screenings and assessments of clients’ mental health needs. Review and triage incoming referrals as needed. Perform Intake assessment for individuals seeking services, including assessment, diagnosis, TRR, Recovery Plan, and supplemental documentation, when staff are busy with other individuals. Ensure that all intake documentation is completed concurrently in the intake.
• Client Diagnosis: Assists non licensed intake staff by completing diagnosis for their clients during the intake appointment. Completes appropriate diagnosis document and a service note.
• Compliance and Documentation: Ensure compliance with all legal and regulatory requirements related to intake procedures, confidentiality, and data management. Maintain accurate and up-to-date records of client interactions, referrals, and service provision.
• Planning and policy development: Review P&P for Intake services and submit revisions to the Director of Mental Health Services. Ensure that the Intake Team is following all P&P and QM/UM Plans for services.
• Resource Coordination: Collaborate with mental health professionals and community partners to ensure clients are connected with appropriate resources, services, and treatment plans based on their individual needs. Ensure that appropriate mental health evaluations for community partners are scheduled and coordinated promptly.
• Crisis Management: Work closely with the crisis intervention team to handle emergency situations, ensuring that individuals in crisis receive immediate support and appropriate referrals.
• Quality Assurance: Implement quality assurance measures to monitor the effectiveness of the intake process and service delivery. Collect feedback from clients and staff to identify areas for improvement.
• Staff Training and Development: Ensures employees comply with education and training requirements, 100% compliance. Organize monthly training sessions and workshops to keep intake coordinators and other staff updated on TRR protocol, CANS and ANSA delivery methods according to the Performance Contract. Maintain CANS/ANSA Super User status and submit Form J to HHSC as required two times a year.
• Team Meetings: Conduct monthly team meetings to disseminate information, provide consultation, and assist with problem solving related to the successful delivery of intake services.
• Monthly Supervision: Provide individual written face-to-face supervision to the intake staff monthly. The supervision will be documented and signed by both the staff and the manager. Supervision will cover review of documentation for accuracy and content, time management, teamwork, job knowledge, judgement, trauma informed care, progress on annual performance goals.
• Performance Improvement: Address performance issues and ensure that staff are operating within acceptable Center guidelines. Utilize Performance Improvement Plans and Corrective Action Plans, as necessary.
• Performance Evaluations: Will be completed within required timeframes and provide accurate depiction of employee’s performance. Use monthly supervisions to provide feedback and set and monitor performance goals.
• Reporting: Prepare regular reports on intake statistics, service utilization, and client outcomes. Present findings to the management team and use the data to inform decision-making. Attend UM committee monthly and provide updated intake information at the monthly FRAQUM meeting.
• Supervise LPC-Associate agency staff that are not under Intake Manager’s direct supervision, for their practicum and clock hours as requested by the Senior Director of Clinical Services.
• Maintains professional boundaries.
• Creates and maintains a positive work environment.

• Team Leadership: Supervise and provide guidance to the intake coordinators, ensuring they are well-trained and supported in their roles. Foster a positive and inclusive work environment that promotes teamwork and professional development.
• Intake Process Management: Understand and oversee the intake process from initial contact through assessment and referral. Ensure that all required information is collected accurately and promptly. Monitor the workflow and implement improvements to enhance the efficiency and effectiveness of the intake process.
• Customer Service: Interact with individuals seeking services, family members, and community agencies in a professional manner. Assist the front desk with coordinating care and handling issues of concern related to the Intake department.
• Client Assessment: Collaborate with intake coordinators to conduct initial screenings and assessments of clients’ mental health needs. Review and triage incoming referrals as needed. Perform Intake assessment for individuals seeking services, including assessment, diagnosis, TRR, Recovery Plan, and supplemental documentation, when staff are busy with other individuals. Ensure that all intake documentation is completed concurrently in the intake.
• Client Diagnosis: Assists non licensed intake staff by completing diagnosis for their clients during the intake appointment. Completes appropriate diagnosis document and a service note.
• Compliance and Documentation: Ensure compliance with all legal and regulatory requirements related to intake procedures, confidentiality, and data management. Maintain accurate and up-to-date records of client interactions, referrals, and service provision.
• Planning and policy development: Review P&P for Intake services and submit revisions to the Director of Mental Health Services. Ensure that the Intake Team is following all P&P and QM/UM Plans for services.
• Resource Coordination: Collaborate with mental health professionals and community partners to ensure clients are connected with appropriate resources, services, and treatment plans based on their individual needs. Ensure that appropriate mental health evaluations for community partners are scheduled and coordinated promptly.
• Crisis Management: Work closely with the crisis intervention team to handle emergency situations, ensuring that individuals in crisis receive immediate support and appropriate referrals.
• Quality Assurance: Implement quality assurance measures to monitor the effectiveness of the intake process and service delivery. Collect feedback from clients and staff to identify areas for improvement.
• Staff Training and Development: Ensures employees comply with education and training requirements, 100% compliance. Organize monthly training sessions and workshops to keep intake coordinators and other staff updated on TRR protocol, CANS and ANSA delivery methods according to the Performance Contract. Maintain CANS/ANSA Super User status and submit Form J to HHSC as required two times a year.
• Team Meetings: Conduct monthly team meetings to disseminate information, provide consultation, and assist with problem solving related to the successful delivery of intake services.
• Monthly Supervision: Provide individual written face-to-face supervision to the intake staff monthly. The supervision will be documented and signed by both the staff and the manager. Supervision will cover review of documentation for accuracy and content, time management, teamwork, job knowledge, judgement, trauma informed care, progress on annual performance goals.
• Performance Improvement: Address performance issues and ensure that staff are operating within acceptable Center guidelines. Utilize Performance Improvement Plans and Corrective Action Plans, as necessary.
• Performance Evaluations: Will be completed within required timeframes and provide accurate depiction of employee’s performance. Use monthly supervisions to provide feedback and set and monitor performance goals.
• Reporting: Prepare regular reports on intake statistics, service utilization, and client outcomes. Present findings to the management team and use the data to inform decision-making. Attend UM committee monthly and provide updated intake information at the monthly FRAQUM meeting.
• Supervise LPC-Associate agency staff that are not under Intake Manager’s direct supervision, for their practicum and clock hours as requested by the Senior Director of Clinical Services.
• Maintains professional boundaries.
• Creates and maintains a positive work environment