Crisis Residence Program Manager

Summary/Objective:

The Program Manager is responsible for the day-to-day operational leadership of the OMH 589 Crisis Residence, ensuring the delivery of safe, high-quality, recovery-oriented services in accordance with OMH regulations and organizational standards. This role provides direct leadership to multidisciplinary staff, oversees daily program operations, admissions and discharges, staffing, regulatory readiness, employee performance, and quality improvement initiatives.

The Program Manager reports operationally to the Associate Director and maintains a matrix reporting relationship with the Associate Director of Nursing for nursing practice standards, medication management, infection prevention, competency validation, and clinical quality. This position serves as the operational leader for the Crisis Residence and partners closely with nursing, clinical, medical, facilities, and administrative leadership to promote exceptional patient outcomes, regulatory compliance, and organizational excellence

Essential Functions (Job Duties):

1. Direct and oversee daily operations of the OMH 589 Crisis Residence.

2. Coordinate admissions, discharges, census management, and patient flow.

3. Ensure appropriate staffing levels to safely meet patient care needs and regulatory requirements.

4. Manage daily workflows to promote efficient and effective program operations.

5. Coordinate after-hours operational coverage in collaboration with leadership.

6. Respond to operational concerns and implement timely corrective actions.

7. Provide direct supervision to Paraprofessional and Clinician Team Leads and designated program staff.

8. Conduct employee coaching, mentoring, performance evaluations, and professional development.

9. Manage scheduling, PTO requests, attendance, and staffing assignments.

10. Address employee performance concerns and collaborate with Human Resources as appropriate.

11. Foster a positive culture emphasizing teamwork, accountability, professionalism, and continuous improvement.

12. Partner with Nursing Leadership to ensure adherence to nursing standards of practice.

13. Support safe medication management processes and appropriate clinical workflows.

14. Collaborate with providers, clinicians, nursing, pharmacy, and support departments to coordinate patient care.

15. Monitor patient safety concerns and coordinate appropriate follow-up.

16. Promote evidence-based, trauma-informed, person-centered care.

17. Maintain continuous readiness for OMH, CARF, and other regulatory surveys.

18. Monitor documentation, environmental compliance, and operational standards.

19. Lead quality improvement initiatives utilizing organizational performance metrics.

20. Participate in incident review, root cause analysis, and corrective action planning.

21. Ensure timely follow-up of compliance concerns and operational risks.

22. Serve as the primary operational contact for admissions, discharges, staffing concerns, and facility issues.

23. Collaborate closely with the Location Associate Director, Associate Director of Nursing, prescribers, clinicians, and support departments.

24. Facilitate interdisciplinary communication to ensure continuity of care.

25. Participate in organizational committees, leadership meetings, and strategic initiatives.

26. Monitor program performance indicators and operational metrics.

27. Assist with budget stewardship and responsible resource utilization.

28. Prepare reports, audits, and operational summaries as requested.

29. Support implementation of organizational initiatives and process improvements.

30. Participate in the leadership on-call rotation as assigned.

Competencies:

• Collaborative
• Decision Making
• Emotional Intelligence
• Flexibility
• Results Focus

Required Education and Experience:

1. Bachelor's degree in nursing required.

2. Current New York State Registered Professional Nurse (RN) license in good standing.

3. Experience working with individuals with mental health or substance use disorders

4. Minimum of five years of progressively responsible nursing experience.

5. Minimum of two years of supervisory or leadership experience.

6. Valid New York State Driver’s License

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

Employees are required to maintain training, licenses, and certifications per regulatory and agency requirements.

Hours and schedules may vary depending on Company need and workload.  Employees will be given as much advance notice as possible when such changes occur.

Employment at Citizen Advocates is “at will”.  You are free to resign at any time and for any reason sufficient to you, just as Citizen Advocates is free to terminate your employment at any time and for any reason.  We do not guarantee continued or permanent employment.

Citizen Advocates is an Equal Employments Opportunity/Affirmative Action Employer and provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.