Crisis Operations Manager

The Crisis Operations Manager serves as the shift-level operational supervisor for the Urgent Recovery Center (URC) while also functioning as an Assistant to the Crisis Operations Director in supporting site-wide leadership, regulatory readiness, staffing coordination, and program performance. 

This role ensures real-time oversight of operations, staff support, client flow, safety, and service delivery during assigned shifts, while assisting the Crisis Operations Director with administrative, quality, compliance, workforce, and performance management functions. 

This role serves as the operational lead per shift and the Director’s primary support leader, ensuring safe, compliant, and efficient crisis stabilization services while maintaining continuity of site leadership. Performance Metrics 

Performance will be evaluated based on shared accountability with the Crisis Operations Director: 

Operational Performance 
• Bed Utilization Rate = 90% 
• Throughput within 24 hours = 85% 
• Documentation Timeliness = 95% 

Quality & Compliance 
• 100% audit readiness 
• 0 major regulatory findings 
• Incident response within 24 hours: 100% 

Clinical Outcomes 
• Stabilization success = 85% 
• Continuity of care linkage = 80% 

Staffing 
• Training compliance 100% 
• Staffing coverage adherence = 95% 

Work Environment 

• Works indoors in a high-acuity crisis stabilization environment 
• May serve as interim leadership coverage 
• Participates in on-call rotation 

Supervisory Responsibility 

This role provides operational supervision and guidance to multidisciplinary URC staff and may assist in oversight of: 

• Crisis Team Staff 
• Nursing Staff 
• Certified Peer Recovery Support Specialists 
• Discharge Planning Staff 
• Support Personnel 

EDUCATION, QUALIFICATIONS, AND EXPERIENCE 

• Case Management II Certification required 
• Bachelor’s degree in Social Work, Psychology, Human Services, or related behavioral health field preferred 
• Minimum three (3) years of experience in crisis, residential, or behavioral health settings 
• At least one (1) year of supervisory, lead staff, or charge-role experience 
• Experience coordinating multidisciplinary teams 
• Experience working within regulated behavioral health systems preferred 
• Additional relevant experience may be considered 

KNOWLEDGE, SKILLS, AND ABILITIES 

• Knowledge of crisis intervention, risk assessment, co-occurring disorders, and behavioral health stabilization 
• Ability to lead teams in high-acuity environments 
• Knowledge of CCBHC, CARF, ODMHSAS, OHCA, and regulatory standards 
• Strong operational management, workflow oversight, scheduling, and staffing skills 
• Proficiency with EHR systems, documentation workflows, KPIs, and data tracking 
• Ability to apply policies and procedures consistently 
• Strong communication, collaboration, and conflict-resolution skills 
• Ability to manage multiple priorities and make sound decisions in urgent situations 

JOB DUTIES AND RESPONSIBILITIES 

This position is responsible and held accountable for the following duties: 

Shift Operations & Milieu Supervision 

• Serve as the on-shift operational supervisor responsible for URC operations 
• Oversee admissions, discharges, client flow, and bed utilization 
• Provide real-time staff support during crises and de-escalation 
• Ensure appropriate staffing coverage and skill mix 
• Monitor milieu safety, client supervision, and incident response 
• Ensure timely documentation completion during the shift 

Assistant to the Crisis Operations Director Functions 

• Support implementation of site policies, procedures, and operational initiatives 
• Assist in tracking KPIs, census trends, and throughput performance 
• Support audit preparation and regulatory readiness 
• Assist with staffing plans and schedule coordination 
• Support follow-up on incident reviews and corrective actions 
• Serve as leadership designee in the Director’s absence 

Clinical Oversight & Direct Service Support 

• Provide limited direct services, including assessments, safety planning, crisis intervention, and brief treatment support 
• Assist staff with clinical decision-making and level-of-care considerations 
• Support chart audits and documentation compliance 
• Reinforce trauma-informed and evidence-based practice 

Staffing, Supervision & Workforce Support 

• Provide shift-level supervision to clinical, nursing, peer, and support staff 
• Coach staff on engagement, workflow, and documentation expectations 
• Support onboarding and staff competency development 
• Monitor attendance, training compliance, and workflow adherence 
• Provide feedback to the Crisis Operations Director regarding staff performance 

Quality, Compliance, and Documentation 

• Monitor real-time documentation timeliness and quality 
• Assist in ensuring billing documentation accuracy 
• Support continuous quality improvement initiatives 
• Ensure adherence to regulatory and accreditation standards 

Continuum & Community Coordination 

• Support coordination with ARC, HITT, housing, and outpatient teams 
• Assist in discharge planning and continuity-of-care linkage 
• Maintain communication with community partners as delegated 

Additional Duties 

• Assist with supply monitoring and operational readiness 
• Participate in the on-call schedule as assigned 
• Provide crisis intervention services as needed 
• Perform additional duties as assigned 

The Crisis Operations Manager bridges frontline operations and executive direction, ensuring continuity of leadership, adherence to policy, and high-quality, person-centered, evidence-based crisis stabilization services. 

This role supports individuals with co-occurring mental health and substance use disorders and is expected to demonstrate competency in integrated care principles.