Under the general supervision of the Director of Crisis Services, the Manager of PAR Services is responsible for oversight of the Dispatch Coordinators and Clinical Specialists providing dispatch and crisis services for Detroit and Wayne County residents.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Coordinates staffing and scheduling.
• Monitors dashboards and performance of staff.
• Develops and approves policies and procedures for the dispatch unit.
• Prepares monthly and quarterly reports.
• Provides training for Dispatch Coordinators.
• Provides general supervision of Clinical Specialists.
• Answers incoming telephone calls.
• Receives information from community hospital staff to enter into DWIHN’s Electronic Health Record (EHR), the MHWIN system and relays information to the PAR Screeners.
• Utilizes the MHWIN dispatch system to deploy Dispatch Coordinators.
• Utilizes the DWIHN phone system.
• Maintains relationships with hospital staff.
• Completes data entry for enrollments.
• Generates member IDs for new individuals entering the DWIHN system.
• Verifies Medicaid in CHAMPS system.
• Participates in agency and system staff meetings.
• Analyzes DWIHN Dispatch Center trends and patterns.
• Participates with Customer Service Quality Improvement Activities.
• Conducts three-way warm transfer calls.
• Manages client care through the MH-WIN system.
• Tracks and monitors cost factors relative to service utilization,
  treatment activities, and other access and placement criteria.
• Enters data and reports into written formats and electronic databases.
• Conducts client satisfaction surveys.
• Provides informal assessments, planning, linkage, advocacy, coordination and monitoring to assist persons experiencing a behavioral health crisis in gaining access to needed crisis services as medically appropriate and in the least restrictive environment.
• Uses clinical information obtained to assist community partners in crisis placement.
• Facilitates clinical conversations between placements and DWIHN.
• Provides technical assistance and oversight to providers of crisis intervention services and crisis focused treatment to clients.
• Provides support to crisis intervention teams in placing consumers in appropriate settings.
• Provides consultation on cases to reduce recidivism in inpatient placements and emergency room visits.
• Assists in the identification of community resources and services to promote timely discharge.
• Ensures that members who are in crisis awaiting a placement are able to secure a bed.
• Ensures discharge planning at disposition and coordinate services to ensure individuals are connected and engaged with an assigned Clinically Responsible Service Provider (CRSP) as identified by the individual being served.
• Coordinates the level of care determined from the disposition, i.e., inpatient placement, Crisis Residential, Partial Hospitalization, Residential Placement, Outpatient, etc. for discharge planning.
• Facilitates meetings with crisis screeners, emergency room staff, psychiatric inpatient hospital staff, DHS staff and CRSP.
• Completes special projects.
• Coordinates discharge planning.
• Performs related duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES (KSA’S)

• Knowledge of DWIHN policies, procedures, and practices.
• Knowledge of the DWIHN provider network and community resources.
• Knowledge of the Michigan Mental Health Code.
• Knowledge of behavioral health and mental health principles and practices.
• Knowledge of the Michigan Medicaid Provider Manual.
• Knowledge of MWHIN.
• Knowledge of medical and insurance terminology.
• Knowledge of compliance standards.
• Knowledge of Call Center Operations.
• Knowledge of Customer Service practices and principals.
• Knowledge of Quality standards
• Knowledge of medical and behavioral health practices and terminology.
• Knowledge of compliance standards.
• Knowledge of Medical Necessity Criteria for Behavioral Health services, American Society of Addiction Medicine Patient Placement Criteria (ASAM) and the Federal Confidentiality Regulations, 42 CFR, Part 2.
• Knowledge of documents / regulations that govern the provision of mental health services, e.g., Medicaid Manual Mental Health and Substance Abuse Chapter III, State Plan for Medicaid, Michigan Department of Health and Human Services Quality Plan, BBA requirements and the Mental Health Code.
• Knowledge of the practices and principles of psychological, emotional, and sociological assessment and diagnosis.
• Knowledge of crisis training and experience in de-escalation, i.e., suicide prevention, development of crisis plans, trauma informed care, etc.
• Knowledge of diagnostics, psychopharmacology, and supportive treatment approaches as applied to a severely mentally ill (SMI) adult population.
• Knowledge of the identification and treatment of co-occurring mental health and substance abuse disorders.
• Knowledgeable of psychotropic medications.
• Knowledge of Pre-Admission Review (PAR) Screening.
• Supervisory skills
• Management skills
• Leadership skills
• Computer skills
• Time management skills
• Organizational skills
• Critical thinking skills
• Decision Making skills
• Customer Service skills
• Language skills
• Listening skills
• Relationship building skills
• Teamwork skills
• Training skills
• Ability to communicate orally.
• Ability to communicate in writing.
• Ability to work effectively with others.
• Ability to work with an ethnically, linguistically, culturally, economically and socially diverse population.
• Judgement/Reasoning ability.

REQUIRED EDUCATION:

A Master’s Degree from a recognized college or university in the Human Services, the Social Services, Nursing, Public Health, Public Administration, Healthcare Administration, Health Management, Business Administration, or a related field.

REQUIRED EXPERIENCE:

Five (5) years of post-degree professional experience in behavioral healthcare or community mental health.

Experience must include management, administrative or supervisory duties and responsibilities, or experience working as an employee of DWIHN in a professional classification.

REQUIRED LICENSE(S).

A Valid State of Michigan clinical licensure: RN, LMSW, LMHC, LPC, LLP or PhD.

NOTE: An applicable Limited License will be accepted for this position.

A valid State of Michigan Driver’s License with a safe and acceptable driving record.

WORKING CONDITIONS:

Work is usually performed in an office setting but requires the employee to drive to different sites throughout Wayne County and the State of Michigan. This position can work remotely with supervisory approval.

NOTE: The DWIHN Dispatch Center is a 24/7 operation. Employees in the Dispatch Center may be required to work one of three shifts (Days, Afternoons, Midnights) and weekends. This opening is for an Afternoons shift, covering the 5 p.m. to 1 a.m. hours of operation.

This description is not intended to be a complete statement of job content, rather to act as a general description of the essential functions performed. Management retains the discretion to add or change the position at any time.

Please Note: DWIHN requires proof of being fully vaccinated for COVID-19 as a condition of employment. Medical or religious accommodations or other exemptions that may be required by law, will be approved when properly supported. Further information will be provided during the recruitment process.

The Detroit Wayne Integrated Health Network is an Equal Opportunity Employer