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THE LINK & OPTION CENTER, INC.
Job Description
Program: Certified Community Behavioral Health Clinic (CCBHC)
Position Title: Program Manager- Crisis Triage Stabilization
Reports To: CCBHC Program Director - CCBHC
The Link & Option Center, Inc. is a Joint Commission–accredited outpatient State Certified Community Behavioral Health Clinic (CCBHC) serving the far Southside community and designated to serve the Southland region with locations in South Holland and Hazel Crest, Illinois. Founded in 1994, The Link & Option Center, Inc., provides comprehensive behavioral health services including assessment, psychiatry, therapy, crisis services, case management, and care coordination.
The Link & Option Center, Inc., is committed to delivering culturally competent, person-centered care that addresses both behavioral health needs and the social determinants impacting overall well-being. Through early identification, prevention, and treatment, The Link & Option Center, Inc., strives to improve the quality of life and strengthen the communities it serves.
Position Summary
The Program Manager is responsible for the clinical, operational, and administrative oversight of the Crisis Triage Stabilization Program within a Certified Community Behavioral Health Clinic (CCBHC). This role ensures the delivery of timely, trauma-informed, community-based crisis services in alignment with:
- Illinois Department of Human Services (IDHS), Division of Mental Health (DMH)
- Illinois 590 Crisis Care System and 988 Suicide & Crisis Lifeline requirements
- Illinois Rule 132 Medicaid services (as applicable)
- CCBHC certification standards (SAMHSA)
The Program Manager leads a multidisciplinary crisis team providing rapid response, de-escalation, assessment, and stabilization services in the community, with the goal of diverting individuals from emergency departments, hospitalization, and law enforcement involvement whenever appropriate.
Essential Duties and Responsibilities
1. Program Leadership & Operations
- Oversee daily operations of the Mobile Crisis Response program.
- Ensure 24n crisis response capacity in alignment with CCBHC and Illinois 590 requirements.
- Develop and maintain crisis response protocols, workflows, and dispatch procedures.
- Coordinate staffing schedules to ensure continuous coverage.
- Monitor response times and service accessibility benchmarks.
- Clinical Oversight & Supervision
- Provide clinical and administrative supervision to crisis staff, including:
- Qualified Mental Health Professionals (QMHPs)
- Mobile Crisis Response Specialists
- Peer Support Specialists (CPRS)
- Facilitate:
- Case consultations
- Critical incident debriefings
- Ongoing clinical coaching
- Ensure adherence to trauma-informed, recovery-oriented, and culturally responsive practices.
- Crisis Response & Risk Management
- Ensure staff provide:
- Rapid mobile crisis response in community settings
- De-escalation and stabilization services
- Suicide and risk assessments
- Safety planning and crisis intervention
- Oversee high-risk cases and provide guidance on:
- Involuntary hospitalization (as applicable)
- Duty to warn/report
- Ensure appropriate coordination with:
- Law enforcement (when necessary)
- Emergency medical services (EMS)
- Hospitals and crisis stabilization units
- System Coordination (988 & Illinois Crisis System)
- Coordinate with:
- 988 call centers
- Illinois Crisis Assistance Response and Engagement (CARE} Pilot (if applicable}
- Regional crisis hubs and dispatch systems
- Ensure seamless handoffs between:
- Call centers ------> Mobile crisis teams ------> Stabilization services
- Maintain strong relationships with community stakeholders and first responders.
- Compliance & Documentation
- Ensure services meet:
- Illinois Rule 132 (if billed services apply)
- CCBHC crisis service requirements
- Ensure services meet:
- Medicaid documentation and billing standards
- Oversee completion of:
- Crisis assessments
- Progress notes
- Safety plans
- Prepare for audits, including:
- lDHS/DMH reviews
- CCBHC certification and recertification
6. Data, Reporting & Quality Improvement
- Track and analyze key performance indicators (KPls), including:
- Response times
- Diversion from ER/hospitalization
- Follow-up engagement within 24-72 hours
- Develop reports for internal leadership and state reporting.
- Lead Continuous Quality Improvement (CQI) initiatives to improve outcomes.
- Staff Training & Development
- Ensure all crisis staff are trained in:
- Crisis intervention and de-escalation techniques
- Suicide risk assessment (e.g., Columbia Suicide Severity Rating Scale)
- Trauma-informed care
- Cultural competency and equity
- Coordinate onboarding and ongoing training requirements.
Minimum Qualifications
- Master's degree in Social Work, Counseling, Psychology, or related field
- Active Illinois clinical license required (LCSW, LCPC, LMFT, or equivalent)
- Minimum 3-5 years of behavioral health experience, including crisis services
- Minimum 2 years of supervisory or leadership experience
- Experience with community-based crisis intervention and mobile response
- Valid driver's license and ability to travel within service area
Preferred Qualifications
- Experience working within:
- Illinois 988 / 590 crisis system
- CCBHC model
- Certification or training in:
- Crisis Prevention Institute (CPI)
- Applied Suicide Intervention Skills Training (ASIST)
- Experience collaborating with:
- Law enforcement, EMS, hospitals
Core Competencies
- Strong crisis management and decision-making skills
- Advanced clinical assessment and risk evaluation
- Leadership and team supervision
- Knowledge of Illinois crisis systems and behavioral health regulations
- Ability to perform effectively in high-pressure environments
- Data-driven program management
Working Conditions
- On-call responsibilities may be required
- Field-based work in community settings
- Exposure to high-risk, unpredictable crisis situations
- Flexible schedule including evenings, nights, weekends, and holidays
Performance Expectations
- Maintain compliance with:
- CCBHC crisis standards
- Illinois 590/988 system expectations
- Meet benchmarks for:
- Rapid response times
- Crisis stabilization outcomes
- Reduction in hospitalizations and law enforcement involvement
- Ensure high-quality documentation and audit readiness
- Maintain a well-trained, responsive crisis team
Key Success Metrics
- % of crises responded to within required timeframe
- % diversion from emergency departments
- Follow-up contact within 24-72 hours
- Client and stakeholder satisfaction
- Staff retention and performance
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