Under the dual supervision of University Health and Counseling Services and the Division of Public Safety, the Crisis Response Manager works as part of the newly formed Outreach, Assessment, Resources, and Response (OARR) team at Case Western Reserve University.
Specifically, the primary responsibility of this position is to provide administrative supervision, direct clinical care, and leadership to the Outreach, Assessment, Resources and Response clinical staff. The manager ensures the clinical staff provide ethical, trauma informed care with multicultural competence and humility that promotes client autonomy and safety in the least restrictive, lowest use of force approach to de-escalation, crisis assessment, triage, and safety planning. This position will develop and maintain appropriate clinical policies and procedures for the Outreach, Assessment, Resources and Response team and will adapt to new and developing Case Western Reserve University community needs.
This role supports the University Health and Counseling Services mission of enhancing the health and well-being of the student community and providing high quality, multidisciplinary mental health-related services. All members of the University Health and Counseling Services staff are considered essential and are expected to work on-campus in accordance with Case Western Reserve University guidance.
As a student life professional at Case Western Reserve University, this position will be expected to contribute to building a welcoming and inclusive community. Fully including people of diverse backgrounds and perspectives helps our community thrive by working together, focusing on collective well-being, and helping students gain insight from their academic endeavors and real-world experiences.
ESSENTIAL FUNCTIONS
Lead, supervise and manage clinical staff to ensure quality and timely response to client needs and efficiency of staff resources. Develop and maintain policies and protocols to ensure the provision of evidence-based care. Develop strategies and metrics to perform ongoing assessment and institute regular improvements for services. Direct the day-to-day operations of clinical staff of the Outreach, Assessment, Resources and Response team, determine and maintain appropriate staffing levels on each shift based upon safety and clinical need. Develop, maintain, and ensure the provision of a robust system of follow-up and care management for clients. Provide administrative and clinical supervision of clinical staff to ensure quality services. (65%)
Work in coordination with the leadership team of University Health and Counseling Services and the Division of Public Safety to coordinate and maintain current and relevant training to clinical staff. Maintain communication with the Outreach, Assessment, Resources and Response team and University Health and Counseling Services clinical staff on all policy changes and new program expectations, including laws, ethical considerations, multicultural considerations, and changes in recommendations and guidelines regarding crisis response and triage, risk assessment and safety planning, crisis follow up, and referral coordination. (20%)
NONESSENTIAL FUNCTIONS
Attend required meetings and trainings, participate in professional development workshops and seminars, and in trainings or other activities that promote the agency mission and/or enhance the Crisis Response Team. Develop and deliver trainings/outreach for Case Western Reserve University students, faculty, and staff, as well as departmental staff, to support crisis response and management. Develop and maintain positive, collaborative relationships with community and campus partners pertaining to the Outreach, Assessment, Resources and Response team. Maintain a current community referral list with quarterly updates and review. (5%)
Provide direct counseling and mental health services to students presenting with a range of mental health and wellness needs within the established counseling model. Services include same-day initial contact sessions, same-day crisis management sessions, workshops, and campus community outreach. (5%)
Consult with parents, faculty, school administrators, student affairs staff, when appropriate, to ensure quality care to students, coordination of care and services, and linkage to community providers PRN (timeliness, access, follow up). (2.5%)
Perform other duties as assigned. (2.5%)
CONTACTS
Department: Daily contact with Crisis Intervention Team certified officers within Case Western Reserve University Campus Safety; and professional and support staff of University Health and Counseling Services. Continuous contact with Executive Director of University Health and Counseling Services, Director of Health Services, Director of Clinical Operations, the University Health and Counseling Services leadership team, clinical nurse manager and departmental staff to work collaboratively.
University: Frequent contact with other offices within the Division of Student Affairs. Frequent consultation services for faculty, staff and administrators seeking to help students. Periodic liaison contacts with deans, faculty and/or administrators involved in the various schools within the university.
External: Frequent consultation with regional hospital emergency, medical and psychiatric care professionals in order to develop patient discharge plans (i.e., post-hospital care) that may include community and/or university mental health treatment options. Collaboration with health professionals in the community to assist in the referral of students to appropriate services, including: specialty care, individual or group therapy, intensive outpatient services, and in-patient hospital treatment. Occasional contact with community groups regarding health issues and in the promotion of Case Western Reserve University. Frequent communication with emergency response agencies, i.e., Cleveland Fire, Police and Emergency Medical Services, Cleveland Heights Fire, Police and Emergency Medical Services, University Circle Police, contractors, vendors, and visitors.
Students: Daily contact with students seeking care, including: care management, risk assessments, individual counseling, group counseling, crisis intervention, referral coordination, bridge sessions, and outreach.
SUPERVISORY RESPONSIBILITY
This position oversees the clinical staff of the Outreach, Assessment, Resources and Response team.
QUALIFICATIONS
Experience: Minimum 4 years of experience in mental health care and at least 2 years of supervisory/management experience. Prefer experience working at a Higher Education Institution or internship experience in Higher Education.
Education/Licensing: Master’s degree in Counseling with independent license/license-eligible in the state of Ohio (LPCC or LPCC-S) or Master’s degree in Social Work with independent license/license-eligible in the state of Ohio (LISW or LISW-S). LPCC-S or LISW-S preferred. Must be able to successfully receive Law Enforcement Automated Data System certification.
Ability to pass a thorough background investigation including criminal history and a home visit. Ability to undergo psychological screening.
REQUIRED SKILLS
Excellent risk assessment skills and clinical consultation skills as cited above.
Must be able to exercise independent judgment and use discretion in the performance of assigned duties.
Possess the ability to remain calm and effectively provide de-escalation and clinical care during stressful emergency and non-emergency crisis situations.
Excellent oral and written communication.
Ability to utilize technology provided to perform requirements of the job.
Must understand the complexities of working on an integrated (medical/behavioral health) team.
Excellent interpersonal skills including the ability to easily express empathy; respect all aspects of human diversity; be direct and assertive and have the willingness to engage in conflict resolution when the need arises in the workplace.
Commitment to working with diverse groups of individuals, including age, race, ethnicity, gender, gender expression, sexual orientation, socioeconomic and educational background and ability.
Demonstrated knowledge working with an electronic medical and psychological record system, especially as it relates to timely reports and the protection of privacy.
Ability to adhere to federal and state laws and university protocols designed to protect the privacy rights of students.
Ability to meet consistent attendance.
Ability to interact with colleagues, supervisors, and customers face to face.
WORKING CONDITIONS
Assessments can happen in homes, schools, and other environments to address behavioral health crises, where they occur. When on-scene with Case Western Reserve University Police Department, the ranking officer maintains command and control with respect to safety. Provide majority of work time in the community riding along with assigned police officers to assist active threats. While performing the duties of this job, the employee is regularly required to talk and hear, frequently required to sit, and occasionally required to stand.
Full-time professionals are exempt from overtime and are expected to work a minimum of 40 hours per week around the university’s core hours of operation. University Health and Counseling Services outreach and campus emergency response efforts require University Health and Counseling Services staff to work outside of standard business hours. The employee may be required to work extended hours based on situational and staffing needs. Exposure to inside and outside environmental conditions.
Staff are expected to provide services on-site and in-person, with the understanding that there may be aspects of their role and responsibilities that could shift to virtual and/or via hybrid modalities, depending on university requirement, departmental need, public health guidance and/or at the discretion of the Executive Director of University Health and Counseling Services or their designee.
Diversity Statement
In employment, as in education, Case Western Reserve University is committed to Equal Opportunity and Diversity. Women, veterans, members of underrepresented minority groups, and individuals with disabilities are encouraged to apply.
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Reasonable Accommodations
Case Western Reserve University provides reasonable accommodations to applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the Office of Equity at 216-368-3066 to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicant will be made on a case-by-case basis.
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COVID Vaccination
Case Western Reserve University has implemented a COVID Vaccination policy requiring evidence of COVID-19 vaccination for all students, faculty and staff with an on-campus presence. Religious and medical exemptions may be provided in accordance with applicable federal and state laws. For more information go to: https://case.edu/equity/covid-19-accommodations. Applicants may contact the Office of Equity at 216-368-3066 /equity@case.edu for information regarding religious or medical exemptions as an accommodation.
