Program Director, Rockland Behavioral Health Call Center

Join a Healthcare Force for Good!

Salary: $80,000-$100,000

A nationally recognized comprehensive Health and Human Services Agency, with over 60 programs across New York City and greater New York Area.

Samaritan Daytop Village, serves over 33,000 New Yorkers annually within your neighborhoods and communities so our success depends on those we employ.

The Role

We are seeking an experienced and highly skilled Clinical Program Manager to oversee and support the team of our Behavioral Health Call Center. This leadership role is critical to ensuring high-quality service delivery, effective crisis intervention, and compliance with clinical and organizational standards. The ideal candidate will bring a strong background in social work, supervisory experience, and advanced expertise in crisis intervention to foster a collaborative, efficient, and compassionate environment for staff and callers alike. This work is carried out in support of the mission and goals of Samaritan Daytop Village.

What You Will Do

• Oversee the day-to-day operations of the Behavioral Health Call Center, ensuring smooth workflow and effective call triage.
• Develop and implement policies, procedures, and protocols to enhance service delivery.
• Monitor key performance indicators (KPIs), call response metrics, and quality assurance outcomes to maintain excellence in service provision.
• Provide clinical supervision and guidance to Licensed Social Workers and other call center staff.
• Monitor staff performance, ensuring adherence to best practices and organizational standards.
• Facilitate regular team meetings, case reviews, and debriefings to support staff development and address complex cases.
• Serve as a clinical escalation point for high-risk or complex calls, providing guidance and support to staff.
• Lead the development and implementation of crisis intervention protocols and safety planning procedures.
• Stay current with evidence-based practices in crisis management and behavioral health interventions.
• Plan and deliver ongoing training for staff on topics such as crisis intervention, de-escalation, and resource navigation.
• Mentor and coach team members to enhance their clinical skills and professional growth.
• Support licensure maintenance for staff through supervision and professional development opportunities.
• Work closely with organizational leadership to align program goals with strategic objectives.

Who You Will Be

• Masters’s Degree in Social Work from an accredited institution.
• An active New York State LMSW, LCSW, LMHC, or equivalent state licensure.
• Minimum of 5 years of clinical social work experience, including at least 2 years in a supervisory or managerial role.
• Proven expertise in crisis intervention, risk assessment, and behavioral health services.
• In-depth knowledge of NY’s diverse network of medical and behavioral health care organizations, including substance use disorders, treatment services, education and employment services, and non-traditional community support groups.
• Proficiency in using Microsoft Office Suite, electronic health record (EHR) systems and call management software.
• Experience working directly with people from diverse racial, ethnic and socioeconomic backgrounds.

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