Mobile Crisis Program Manager

JOB SUMMARY

JOB SUMMARY: The Program Manager of Mobile Crisis Services is responsible for the overall coordination, supervision, and day-to-day management of MHAST’s Mobile Crisis Program in Broome County. This position provides both administrative and clinical leadership to ensure services are person-centered, trauma-informed, and compliant with New York State Office of Mental Health (OMH) Mobile Crisis Program Guidance, Medicaid billing requirements, and Broome County Department of Mental Health contractual obligations.

This position oversees staffing, scheduling, performance monitoring, and program evaluation, and provides direct service support during periods of high call volume or critical need. This role plays a key leadership function in community collaboration, integration with the 988 crisis call system, and continuous quality improvement to ensure timely and effective crisis intervention services for individuals of all ages.

• Oversee daily operations of the Mobile Crisis program, including staff supervision, scheduling, and coordination of services
• Provide clinical and administrative supervision to Mobile Crisis staff in accordance with OMH guidance, agency policy, and Medicaid billing requirements
• Ensure crisis calls are appropriately triaged and assigned; respond directly to crisis calls as needed to support service delivery
• Monitor and evaluate program performance through data collection, reporting, and outcome measurement on a monthly, quarterly, and annual basis
• Develop, implement, and oversee staff onboarding, training, and ongoing professional development with a focus on trauma-informed crisis care
• Collaborate with Broome County 911 Dispatch, 988 call centers, law enforcement, schools, hospitals, and community agencies to support a coordinated system-wide crisis response
• Participate in community and interagency meetings to promote the Mobile Crisis program and strengthen collaborative partnerships
• Ensure accurate, timely documentation, reporting, and audit readiness in compliance with OMH, Medicaid, and Broome County requirements
• Lead recruitment, hiring, and retention efforts to maintain a qualified, diverse, and effective workforce
• Promote a culture of inclusion, equity, recovery, and peer integration within the Mobile Crisis Team
• Assist with budget oversight, resource allocation, and sustainability planning for program operations
• Serve as a member of the MHAST leadership team and contribute to agency-wide initiatives, policy development, and strategic planning
• Become a 9.45 designee for the agency and participate in an on-call rotation
• Participate in agency on call rotation
• Operations (40%)
• Supervision and Leadership (40%)
• Other (20%)

• Licensed Master Social Worker (LMSW); valid license in NYS
• Three years of post-licensure work in mental health, crisis services, or related field
• Two years of supervisory experience in behavioral health or crisis response
• Demonstrated knowledge of OMH Mobile Crisis Program Guidance, Medicaid/MCO billing, and compliance standards
• Ability to work independently and efficiently, demonstrate complex problem-solving skills
• Strong judgment skills to make programmatic decisions in the best interest of MHAST
• Complete the NYS Peer Specialist modules within the 3-month orientation period
• Valid driver’s license and acceptable driving record to drive agency vehicles
• Successfully complete all required background and reference checks
• Complete all state/agency required trainings during orientation period, and annually, as required
• Support the mission and vision of MHAST

• Strong clinical skills: assessment, risk evaluation, and crisis intervention
• Thorough knowledge of community resources, social determinants of health (SDOH), and recovery-oriented practices
• Ability to collaborate effectively with multidisciplinary partners including law enforcement, schools, healthcare systems, and peer supports
• Skilled in providing quality supervision, staff development, and team leadership
• Knowledge of and proficiency with: EMR/EHR systems, Microsoft Office Suite, Medicaid/MCO billing, OMH Regulations, Incident Reporting Requirements and Regulations
• Strong skills in: communication, organization, and problem-solving abilities
• Commitment to cultural humility, equity, and inclusion in service delivery

• Community-based service delivery (homes, schools, businesses, shelters, public spaces)
• Office setting
• Exposure to home environments that may be in poor condition
• Physical requirements include walking, bending, climbing stairs, and lifting up to 50 lbs
• Regular travel throughout Broome County; use of agency vehicles required
• Flexibility in scheduling to meet crisis service needs
• Participation in agency on call rotation