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Manager, Emergency Services- Evenings

Job ID 149879 Date posted 08/28/2018

The ESP Evening Manager will provide clinical and administrative case consultation and supervision to ESP division clinical, paraprofessional staff and interns (when applicable) during evening shift hours. Provide oversight to Central Triage workflow and management of cases as well as key administrative interventions needed during critical clinical and non-clinical situations for ESP division. When needed, provide direct clinical services to children, adolescents, and/or adults with identified mental health or substance use needs.


1. Provide prompt case consultation to ESP division clinical and non-clinical staff to ensure quality assessment, intervention, and dispositions for persons served by ESP. Assist in administrative oversight of crucial ESP division workflow situations, and collaborate with community providers for optimal customer service and prompt attention to service delivery.

2. Provide oversight and supervision during scheduled evening hours for central triage team staff in managing referrals/case assignments. Support triage team in key decision-making situations for optimal service delivery, model best practice, and positive impact on triage workflow for ESP division teams.

3. Provide clinical supervision and case consultation to assigned clinicians, triage staff, and/or interns. Continuously assess learning needs of supervisee; develop and implement learning objectives and supervision plan; complete performance reviews as required.

4. Provide consultation to three CCS nursing and counselor evening staff as needed regarding system or operational issues.

5. Consult as needed with Division AOC to problem solve regarding significant real-time operational or system issues. Otherwise, signs off at end of shift with AOC regarding any issues that may continue past the Evening Manager?s shift.

6. Ensure availability outside of schedule for supervisory and ES department meetings and promptly respond to clinical emergencies. Provide information and be conduit for ES division management team in matters/situations related to evening/night service hours.

7. Responsible for monitoring and ensuring that supervisee?s and other identified staff?s time management and workflow requirements are completed as directed (including documentation, communication, bed searches and insurance certifications). Ensure supervisee?s paperwork is timely and written in an accurate, legible and concise manner (including proper completion of billing paperwork). Ensures supervisee?s records are in compliance with the organizations methods of Quality Assurance.

8. Responsible for monitoring and supporting supervisee?s on administrative tasks including maintaining productivity expectations.

9. Sets example for staff by consistently presenting self in professional manner.

10. Provide direct clinical services to individuals, families. Complete all clinical documentation within expected timeframes and in compliance with organization policies. Documentation must meet quality standards established by regulatory bodies and the agency and monitored by the VP of Emergency Services.

11. Meet monthly productivity expectations in relation to clinical services provided.

12. Build and maintain effective working relationships with internal, external providers, as well as other regulatory bodies.

13. In collaboration with the Program Director, conduct ongoing review of the clinical program design, suggest and if applicable implement recommendations for improvement.

14. Other related duties as assigned.

Carries out management and supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include supporting the Program Director with interviewing and training employees; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Listens and gets clarification when needed; responds well to questions. Writes clearly and informatively. Ability to respond to common inquiries or complaints from consumers, regulatory agencies, or other service providers.


Master?s degree in human services field, four years post-masters experience. Minimum two years of supervisory experience.

Licensed at the Independent level required, LICSW, LMHC, or Licensed Psychologist in the Commonwealth of MA.

Knowledge of commercial behavioral healthcare practices, evidenced based treatments, managed care principles, provider development and quality improvement concepts is essential. Familiarity with state and local agencies serving the community helpful.

Ability to exercise good judgment clinically, legally and ethically and to consult with supervisor as needed.

Computer literate in standard desktop applications such as Windows, Word, and Excel.



Scheduled Hours

40 hours, full time