Client Program Manager Jobs in Hoffman Estates, IL

The Association for Individual Development (AID) is a non-profit organization whose mission is to empower people with physical, developmental, intellectual, mental health challenges; those who have suffered a trauma; and those at risk, to enjoy lives of dignity and purpose.  We are looking for a Crisis Response Program Manager who demonstrates this mission and wants to work for an organization that makes a difference in the community.

What you will be doing?

The Crisis Response Program is a continuum of crisis response services comprised of a 24/7 Crisis Line and Mobile Crisis Response team. The Crisis Response Program Manager is responsible for the following: 

• Provide oversight of the day-to-day operations of the Crisis Response Program, which includes Crisis Line/ telephone services and Mobile Crisis Response. 
• Responsible for recruiting, hiring, training, and scheduling volunteers and paid staff. 
• Responsible for program development, supervision of Crisis Response Program employees, on-call supervisory duties, administrative responsibilities, and responding to requests for services, and community relations. 
• Managers are expected to work with a team of service providers in the agency and throughout the social service community to ensure that the needs of clients are met. 24/7 hours/days availability required.  
• Managers are expected to assist with crisis response (telephone and mobile) as necessary including crisis consultation and mobile crisis response in community.

Essential Job Responsibilities 

1. Work scheduled hours, be flexible to meet client and program needs, including cross training and coverage in other programs as assigned by Director.  

2. Recruit, interview, and hire qualified staff, volunteers, and interns. Complete HR paperwork per procedures. 

3. Orient staff to job, programs, Agency and provide ongoing training.   

4. Complete all reports in a timely manner (Productivity MRO Reports, Outcome Measures, New Employee Monthly Billing Review, etc). 

5. Ensure appropriate staffing patterns; including, but not limited to 24/7 coverage, provide program coverage when needed (including overnight, evening, weekend and holiday hours). 

6. Adhere to program financial guidelines including MRO expectations as determined by program management.   

7. Evaluate staff performance and complete necessary coaching and/or corrective action. 

8. Complete performance evaluations in a timely manner.   

9.  Responsible to provide independent program coverage when scheduled or in emergency situations 

10. Schedule monthly program meetings and hold leads accountable to conducting meetings to program standards when applicable. 

11. Obtain input from stakeholders on a regular basis to improve services. 

12. Assure compliance to all rules, regulations and recommendations per agency, state and federal guidelines. 

13. Review and implement updated policies and procedures from the Agency and Program procedure manual. 

14. Train RSS, QMHP, and MHP staff in necessary skills, tasks and tools to effectively work in their roles, and in alignment with program requirements and standards.     

15. Provide on-call supervision/guidance/support to staff 

16. Assure the completion of required documentation and billing by staff per established guidelines (all MRO documentation completed in Cx360 weekly).   

17. Meet minimum productivity standards monthly 

18. Provide effective and thorough crisis intervention assessments.  

19. Ensure all files are maintained per agency policy and procedure. 

20. Maintain Records: staff and client meeting minutes, safety documentation, personnel information, etc. 

21. Review and ensure the proper completion of the following: Staff Daily Logs, incident reports, Crisis Intervention documentation, Safety Plans, Case notes. 

22. Navigate Cx360, have a working knowledge of opening clients to programming and ensure client profile is completed correctly. 

23. Ensure compliance of monthly clinical supervision for all non-licensed staff. 

24. Participate in clinical supervision a minimum of one time per month. 

25. Enter staff payroll accurately and in a timely fashion using payroll system.  Request all scheduled and unscheduled PTO using agency payroll system.   

26. Track staff trainings to ensure compliance and assist staff to schedule trainings as needed.   

27. Monitor staff in daily assignments, hold staff accountable to completing assignments daily and turning in daily logs     

28. Monitor MRO on a monthly basis and discuss with staff to ensure staff are meeting billing goals.     

29. Provide oversight of the day-to-day operations of the Crisis Response Program, which includes Crisis Line/ telephone services and Mobile Crisis Response. 

30. Ensure provision of quality Mobile Crisis Response services in accordance with program 590 guidelines. 

31. Ensure provision of quality Crisis Line phone response services in accordance with program guidelines, accreditation bodies, and funding sources as applicable, including Sunshine program services. 

32. Responsible for Crisis Response Program development and implementation. 

29. Oversee the completion of community linkage referrals.  Follow up with staff as necessary.   

30.  Employee promotes awareness and respect for the diversity of our clients, employees, families and other stakeholders. 

What will we provide Full Time employees. Benefits_Summary.pdf

• 21 Days of Paid Time Off plus 10 Paid Holidays 
• Paid training
• Tuition reimbursement 
• Benefits including Medical, Dental, Vision, Life, STD, LTD, Critical Illness and accident insurance
• 401K with a 3.5% company contribution after one year.

Education: Bachelor’s degree in a human services field (MHP) required. Master’s degree in human services field (QMHP) preferred

License/certifications: LPC, LCPC, LSW, or LCSW preferred

Experience: Two or more years of experience in behavioral health/crisis services preferred.  

Physical: Position requires ability to communicate in-person, telephone and in group settings. Requires frequent standing; walking, navigation of stairs on a regular basis, Ability to provide services in clients’ homes and in the community     

Equipment: Position operates in a professional office environment and off-site in various community settings. Role routinely uses standard office equipment such as computers, phones, copiers, and filing cabinets

Additional Requirements:  

• Flexibility to work evening/overnight/weekend/rotating holidays 
• Ability to work rotating on-call shifts. 
• Reliable means of transportation to and from work 
• Maintain automobile liability insurance as defined by AID’s personnel policies 
• Maintain valid Illinois driver’s license 
• Drive self and clients in agency or personal vehicle. 
• Ability to work with diverse populations, demonstrating cultural competency and community awareness 
• May be required to work multiple locations 
• Complete and maintain all necessary trainings 

If we seem like a good fit, consider joining our growing team of compassionate, hardworking, and caring individuals, and start your path toward a fulfilling career that you can be proud to work.