Program, Manager Step Down Services

Program Manager (MHSS / IIH / PSR / Crisis Services)

(Job Description)

Reports To: Program Director/Clinical Director

FLSA Status: Exempt

Oversee: Qualified Mental Health Professionals (QMHPs)

Position Summary

The Program Manager is responsible for overseeing the day-to-day operations of assigned behavioral health programs, including MHSS, IIH, PSR, and Crisis Services, in accordance with CARF standards, DBHDS regulations (12VAC35), and DMAS/Medicaid requirements.

This role ensures services are delivered timely, staff adhere to policy, documentation meets compliance standards, and program operations run efficiently and effectively.

PRIMARY DUTIES & RESPONSIBILITIES

1. Program Operations & Service Delivery

• Oversee daily service delivery within assigned program(s).
• Ensure services are delivered in accordance with Medicaid definitions and authorizations.
• Monitor staff caseloads and service schedules.
• Ensure continuity of care and appropriate service coverage.
• Support admission, transfer, and discharge processes.

2. Documentation & Compliance Monitoring

• Ensure progress notes are completed within required timelines (typically 24 hours).
• Monitor ISP implementation and service alignment.
• Identify documentation deficiencies and notify Program Director and Clinical Director.
• Ensure documentation supports services delivered and billed.

3. Staff Supervision & Support

• Provide day-to-day supervision to QMHPs and direct service staff.
• Ensure staff attend required clinical supervision (coordinated with Clinical Director).
• Monitor staff productivity and performance expectations.
• Address workflow challenges and staff concerns.
• Participate in onboarding and training of new staff.

4. Regulatory & Policy Implementation

• Ensure staff understand and follow agency policies and procedures.
• Monitor adherence to incident reporting requirements.
• Ensure staff complete required trainings.
• Support implementation of corrective action plans.

5. Crisis & Risk Coordination (If Applicable)

• Ensure crisis coverage schedules are maintained.
• Monitor response times and documentation compliance.
• Ensure safety plans and follow-up activities are completed.
• Communicate incidents and risks to leadership.

6. Quality Improvement Participation

• Participate in Quality Improvement activities.
• Monitor program-level KPIs:

o Documentation timeliness

o Service delivery compliance

o Staff performance

• Identify trends and support improvement efforts.

QUALIFICATIONS

• Minimum 2–4 years experience in behavioral health services

o Demonstrated leadership or supervisory experience

o Strong knowledge of documentation and service delivery requirements

• Experience working in community-based services (MHSS, IIH, PSR, Crisis, or similar) required.
• Supervisory or leadership experience strongly preferred.
• Must meet QMHP or LMHP criteria as defined by Virginia DBHDS.
• Must be eligible to provide or supervise services under DMAS/Medicaid guidelines.
• Knowledge of:

o 12VAC35 DBHDS licensing standards

o DMAS/Medicaid service requirements

o CARF standards related to service delivery

o Documentation, supervision, and compliance expectations

CORE COMPETENCIES

• Leadership and team supervision
• Strong organizational and time management skills
• Documentation and compliance awareness
• Problem-solving and decision-making
• Communication and staff support
• Ability to manage multiple priorities

WORK ENVIRONMENT

• In office; at times maybe remote
• On-call responsibilities as required
• Occasional evening/weekend work based on the agency’s needs

OTHER DUTIES

Other duties may be assigned by the Program Director/Clinical Director to support agency operations, compliance, and program excellence.

Benefits:

• Professional development assistance
• Referral program

Education:

• Bachelor's (Required)

Experience:

• human services: 3 years (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)
• Overnight Shift (Required)

Ability to Commute:

• Newport News, VA 23607 (Required)

Work Location: Hybrid remote in Newport News, VA 23607