Senior Crisis Program Manager

Job Description

Job Description

Description:

Employment Status: Full Time
FLSA Status: Exempt
Department: Crisis Shelter
Reports To: Director of Residential Programs
Supervises: Yes

Summary

The Senior Crisis Program Manager provides strategic leadership and oversight of the Crisis Program, ensuring high-quality, trauma-informed services for youth and families. This role is accountable for program performance, compliance, fiscal management, and continuous improvement, while contributing to agency-wide strategy and leadership initiatives.

Essential Responsibilities

Leadership, Supervision & Program Management

• Provides strategic direction and oversight of all Crisis Program operations, including staffing, service delivery, and outcomes.
• Supervises Crisis program staff and oversees performance of all program personnel.
• Leads hiring, onboarding evaluations, coaching, and corrective actions and terminations in collaboration with Crisis Program management.
• Supports in supervising staff in training, scheduling, and performance management.
• Develops and implements program goals, workflows, and operational strategies aligned with agency priorities.
• Exercises independent judgment in resolving complex operational, clinical, and staffing issues.
• Identifies service gaps and leads program development, improvement, and innovation efforts.

Budget & Resource Management

• Develops and manages program budget; monitors financial performance and staffing efficiency.
• Analyzes productivity and resource utilization; makes recommendations for sustainability and growth.
• Supports grant activities and ensures funding compliance.

Compliance & Quality Assurance

• Oversees adherence to accreditation standards and leads audit readiness and preparation efforts. (e.g., OHMHAS, ADAMH, COA, Medicaid).
• Leads quality assurance and continuous improvement initiatives using data and performance metrics.
• Oversees audits, documentation standards, and corrective action planning.
• Complete all medication disposal within established time frames.

Clinical & Operational Oversight

• Provides leadership-level oversight of crisis response, risk management, and service delivery standards.
• Ensures all program functions (intake, assessment, documentation, discharge) meet clinical, regulatory, and billing requirements.
• Maintains accountability for productivity, documentation integrity, and service quality.

Agency & Community Leadership

• Represents the program internally and externally with partners, funders, and stakeholders.
• Participates in agency leadership, strategic planning, and committee work.
• Collaborates with senior leaders to align program operations with organizational goals.
• Participates in on-call rotation and provides leadership during critical incidents.

· Perform other duties as assigned.

Required Competencies

• Strong leadership in crisis, behavioral health, or residential settings.
• Ability to lead teams, manage complexity, and drive outcomes.

· Ability to manage multiple priorities and lead diverse teams.

• Strategic thinking, problem-solving, and decision-making skills.
• Effective communication, conflict resolution, and emotional intelligence.
• Ability to analyze data and improve performance.
• Ability to demonstrate pois tact and diplomacy.

Qualifications

• Bachelor’s degree in Social Work or related field, or equivalent experience.
• Minimum of 4 years of progressive management experience preferred.
• Experience in crisis, residential, or behavioral health settings preferred.
• Valid driver’s license and acceptable driving record.
• Proficiency in electronic client record systems.

Knowledge, Skills & Abilities

• Strong analytical, organizational, and strategic planning skills.
• High level of discretion, judgment, and professionalism.
• High level of organization, discretion, and attention to detail.
• Ability to manage competing priorities in a fast-paced environment.
• Strong leadership presence and ability to drive change.
• High level of professionalism, reliability, and accountability.
• High level of interpersonal skill to handle sensitive and confidential situations