Manager of Recovery Navigation Services - The Crisis Center

Position Summary

The Crisis Center of Tampa Bay (Crisis Center) brings help, hope and healing to people facing serious life challenges or trauma resulting from physical, verbal, or sexual abuse or assault, labor or sexual exploitation, domestic violence, financial distress, substance abuse, medical emergency, suicidal thoughts, and emotional or situational problems. The Crisis Center is the sole provider of behavioral health transportation in Hillsborough County and the licensed subcontractor for the Department of Children and Families National Helpline (formerly National Clearinghouse for Alcohol and Drug Information, (NCADI). The Manager of Recovery Navigation Services provides leadership and support to the Peer Recovery Navigators and the Recovery Navigation Specialist, ensuring best practices and procedures are followed and all duties are performed according to Contract terms and meets Contract deliverables. The Manager of Recovery Navigation Services is a Certified Addictions Professional (CAP), with Marchman Act expertise and maintains CAP credentials as a position requirement. The Manager of Recovery Services reports to the Director of Clinical Services and, in his or her absence, the Senior Director of Client Services.

Strategic/Transformational Duties and Responsibilities

• Assists with day-to-day operations of the agency’s specialized Peer Recovery Navigation Services program through the clinical and administrative supervision of the Peer Recovery Navigators and supervision of the Recovery Navigation Specialist
• Provides support to the Peer Recovery Navigators coordinating voluntary or involuntary services to clients impacted by alcohol or drug abuse
• Provides emergency direct services to families through crisis intervention, treatment, case management, information and referral, and advocacy as needed
• Supports and models exceptional client centered, trauma informed services
• Provides guidance to the Recovery Navigation Team on the Marchman Act
• Ensures use of Crisis Center, Contract and Recovery Navigation policies and procedures by the Recovery Navigation team
• Ensures Crisis Center Quality Assurance practices are followed
• Assists and supports the Peer Recovery Navigators with obtaining Treatment Assessments and Petitions for Involuntary Treatment
• Reviews Petitions for Involuntary Treatment, referrals to appropriate assessment providers, including assisting with costs, and results of attendance at court hearings
• Develops and maintains relationships with healthcare providers, law enforcement and other relevant community stakeholders to further collaboration
• Ensures staff are compliant with annual training requirements and provides opportunities for specialized training from community partners
• Provides continuing education on the Marchman Act, addictions, and other relevant topics to the Peer Navigation Recovery Team
• Supports the Recovery Navigation Specialist with developing and maintaining contract compliance, data collection and contract reports

Transactional/Administrative Duties and Responsibilities

• Determines when it is appropriate for Peer Navigators to provide accompaniment with behavioral health transportation
• Monitors Recovery Navigation files for thorough and timely documentation
• Conducts supervisory reviews of files and monitors peer reviews
• Interviews, hires, and evaluates the Peer Recovery Navigators and the Recovery Navigation Specialist
• Reviews information and referrals for voluntary substance abuse treatment and linkages for trauma therapy, mental health treatment, and other social and concrete support services to ensure client’s needs are met
• Reviews reports and report updates required by the Court
• Provides biweekly supervision with staff individually and provides group supervision at regular intervals
• Maintains and reviews data for monthly funding and performance reports and quality assurance
• Holds weekly performance meetings to review deliverables
• Provides monthly administrative reports to the contract provider and to the Crisis Center Senior Management Team including attestation of duties by the Peer Recovery Navigators and the Recovery Navigation Specialist
• Performs such other duties as may be assigned by the Director of Clinical Services or Senior Director of Corbett Trauma Center
• Participates in related community events/forums to further support services offered through Corbett Trauma Center in addition to helping spread awareness of services provided by the Crisis Center
• Completes service training requirements including Crisis Center Core Training, FCASV (Florida Council Against Sexual Violence) Training, Trauma Informed Care, Psychological First Aid, Mental Health First Aid, and Safe Talk within the first sixty days of employment
• Completes ASIST (Applied Suicide Intervention Skills Training) within the first six months of hire and maintain ongoing agency training requirements
• Participates in related community events/forums to further support services offered through Corbett Trauma Center in addition to helping spread awareness of services provided by the Crisis Center

Supervisory Responsibilities

• Directly supervises employees. Performs supervisory responsibilities by managing and allocating employee resources in accordance with company policies, applicable laws, and company initiatives/goals. Responsibilities include interviewing, hiring, training, and developing employees; planning, assigning, and directing work (including scheduling); appraising performance; rewarding, coaching, and disciplining employees; addressing complaints and resolving problems. Acts as a change agent and develops a high-performing team in the spirit of exceptional service to all internal and external partners. This position has signing authority and manages a budget.

Required Competencies

• Cooperation/Teamwork- Works toward win/win solutions. Deals with conflict collaboratively. Discusses root causes underlying the problem. Develops effective working relationships.
• Engaging Communication-Relates to people in an open, honest, sincere manner. Treats people with respect. Is friendly and approachable. Listens attentively to others. Communicates ideas clearly. Communicates appropriately with leadership and coworkers.
• Customer Service (Internal & External)- Recognizes and attends to key details with accuracy and efficiency. Treat customers courteously. Responds to customer requests in a timely manner. Elicits feedback from customers to monitor their satisfaction. Considers both short and long-term interests of the customer in making service decisions. Proactively identifies customer needs. Takes responsibility to resolve customer complaints. Takes business or personal risks to serve customers’ long-term interests. Creates strategies to help the organization serve customers more effectively
• Adaptability- Adapts readily to changes. Works effectively under stress. Needs minimal supervision. Comfortable working in a fast-paced environment. Is reliable, dependable and results oriented. Maintains productivity and composure under pressure. Effectively prioritizes work and establishes clear goals and plans.
• Problem Solving-Views problems as opportunities to create innovative solutions. Anticipates potential problems and analyzes alternative solutions.
• Judgment- Gathers sufficient input before making decisions. Sees interrelatedness between issues. Considers alternative solutions. Makes appropriate and timely decisions.
• Valuing & Fostering Diversity- Demonstrating respect for individual differences and establishing a climate where all people can be comfortable and productive through sensitivity, empathy, and acceptance of cultural, racial, mental health, and socio-economic diversity.
• Self-Management- Taking of responsibility for one’s behavior and well-being; Working effectively under stress and adapting one’s style to changing situations; Comfortable working in a fast-paced environment and needs minimal supervision; Exhibiting a professional demeanor.

Education and Experience

• Current certification as a Certified Addictions Professional
• Bachelor’s degree in mental health or social sciences field
• Minimum one year of supervisory experience, required
• Must be computer proficient with MS office products
• Possess managerial and clinical skills working with at-risk populations
• Valid Florida Driver’s License and insured personal transportation required

Knowledge, Skills, and Abilities

• Knowledge of administrative principles and practices
• Knowledge of supervisory principles and practices
• Knowledge of crisis intervention and trauma treatment principles
• Knowledge of community resources.
• Knowledge of domestic violence and victimization issues with children and their families, Florida Statutes, and mandated abuse reporting procedures
• Knowledge of and comply with the policies and procedures of the Crisis Center of Tampa Bay
• Knowledge of and comply with policies and procedures of the Hillsborough County school system, BOCC (Board of County Commissioners), Medicaid, CBC, VOCA (Victims of Crime Act), Office of Attorney General and the Children’s Board of Hillsborough County
• Knowledge of and comply with HIPAA (Health Insurance and Portability and Accountability Act) regulations
• Knowledge of Windows based computer operating system
• Ability to collect, evaluate, analyze information and data entry
• Ability to prepare reports, relating to clients, contracts, and grants
• Ability to determine work priorities and proper completion of work assignments
• Ability to work independently
• Ability to understand and apply applicable policies and procedures
• Ability to communicate effectively verbally and in writing
• Ability to utilize problem solving techniques
• Ability to establish and maintain effective working relationships with others
• Ability to serve as super-user of clinical software
• Skill in operation of word processing program on a personal computer
• Skill in interviewing clients to identify personal, legal, social, and economic needs
• Skill in dealing with social service clients under stressful situations

Physical Demands/Working Conditions

Physical Requirement: This position regularly requires the ability to sit for sustained periods of time and to effectively communicate with and assess clients, using verbal and nonverbal cues. This position also requires the ability to operate office equipment.

Working Conditions: Duties are performed primarily in an office setting. On occasion, it will require a personal car to travel to meetings and remote office locations and could be exposed to changing weather. The noise level is moderate.

Travel: Occasional local travel required for meetings, training, and to provide support between offices.

Hours: Monday-Friday, regular business hours. Hours may vary due to external meetings or events. Several Crisis Center services are open 365 days a year 24-hours a day. Employees may be required to work holidays, evenings, and/or weekends depending on client and staff demand and during hurricanes and other times of disasters/critical incidents with on call responsibilities after hours and holidays.

This job description is not intended to describe, in detail, the multitude of tasks that may be assigned but to give a general sense of this position's responsibilities and expectations. As the nature of business demands change so, too, may the essential functions of this position.