Customer Experience Training Development Lead Jobs

The University of California, San Francisco (UCSF) Division of Citywide Case Management Programs is establishing a Center of Excellence in Case Management (CCM CoE) to strengthen and advance clinical case management for individuals experiencing serious mental illness, substance use disorders, and homelessness. Under the supervision of the Division Director, the Project Management Professional will lead the development of the Center of Excellence through the design and implementation of a comprehensive case management training program. The incumbent will manage all aspects of this initiative, including coordinating subject matter experts, developing training content across a range of clinical case management topics, and facilitating trainings. The incumbent will work with clinical leadership to facilitate the development and implementation of supervision standards and the creating of training modules for supervisors.

In addition, this role will support the coordination of the existing master's-level clinical internship program and help guide its strategic expansion to strengthen the behavioral health workforce pipeline. The position may also contribute to additional organizational projects and trainings aligned with Citywide's workforce development and program improvement efforts.

Department Overview 

UCSF/ZSFG Citywide Case Management Programs, a division of UCSF's Department of Psychiatry and Behavioral Sciences at ZSFG, provides comprehensive, compassionate, and culturally humble psychiatric services to over 1800 individuals with severe and persistent mental illness. UCSF Citywide's programs are structured to meet clients where they are at through a proactive, creative, team-based, and client-centered approach that incorporates flexible scheduling, outreach in the community, and care coordination across multiple systems of care. Our interdisciplinary teams are composed of case managers, psychiatric providers, nursing staff, employment specialists, peer specialists, addiction specialists, supervisors, and program directors, working together with clients toward a recovery-oriented model of care.

Since 1981, UCSF Citywide has had a long history of supporting the recovery of San Francisco's highest-risk mentally ill adults by maximizing individuals' ability to maintain stable, fulfilling lives in the community, and while reducing the use of institutional and acute care services. Clients seen at UCSF Citywide have a diagnosis of serious mental illness, are frequently dually diagnosed, and often have histories of trauma, chronic institutionalization and unstable housing/being unhoused. Our programs are tailored to the populations we serve and include: Citywide Focus, Citywide Forensics, Citywide Stabilization Teams, Citywide Supportive Housing Programs, Citywide CASC, Citywide Employment Services, Citywide Substance Treatment Outpatient Program (STOP), and Emergency Department Case Management Program (EDCM).
 

Required Qualifications

• Bachelor's degree in related area and minimum five years of experience or equivalent experience / training.
• Project management certification from a reputable organization such as PMP, CSM or ACP to include a qualifying exam and / or quality assurance processes like Six Sigma or Lean or equivalent project management experience required.
• Requires advanced knowledge of project management principles, theories, and concepts.
• Broad knowledge of clinical topics 
• Demonstrated attention to detail. Demonstrated ability to determine relevance and prioritize tasks.
• Demonstrated advanced organization and project management skills.
• Demonstrated advanced effective writing skills. Advanced knowledge of all aspects of communications. Demonstrated ability to effectively communicate with all levels of an organization.
• Proven leadership ability. Experience leading a team of professionals. Effective problem-solving skills.
• Effective skill at tracking effort and project progress. Advanced organization and project management skills. Demonstrated strong conceptual and planning skills to analyze projects of broad and diverse scope. Understands the cost impact of projects, project tracking tools and metrics.
• Experience analyzing complex projects with broad impact. Ability to manage project progress within time and budget constraints.
• Demonstrated ability to integrate critical information across disciplines. Understands how projects relate to other business strategies and initiatives.
• Demonstrated experience developing and facilitating clinical didactic trainings.
• Ability to work effectively and collaboratively with interdisciplinary teams 

Preferred Qualifications

• Master's Degree in Counseling, Psychology or Social work
• Current California State License of Clinical Social Work or Marriage and Family Therapists and in good standing. 
• Demonstrated competency in selecting and implementing project management methods and techniques.
• Demonstrated capacity to anticipate location specific obstacles and plan for contingencies.

% 

of time

Essential Function (Yes/No)

Key Responsibilities

(To be completed by Supervisor)

40

15

25

5

5

10

0

0

0

0

0

0

0

0

100%