Company Overview
My Health My Resources of (MHMR) is dedicated to transforming lives by connecting individuals to essential services and empowering them within their communities. Guided by our core values of caring, connecting, providing access, linking resources, and empowerment, we strive to make a meaningful difference every day.
Job Purpose
The System Manager provides leadership and operational oversight for the ICARE, 988 Suicide & Crisis Lifeline, Help Me Grow, and Help Me Thrive Centralized Access call centers. This role is responsible for program performance, supervisory leadership, workforce management, quality assurance, and regulatory compliance, while supporting agency priorities and ensuring timely, highquality, personcentered services.
II) Essential Functions
A) Reports to the Director or designee to provide regular updates on program performance, operational risks, staffing, and quality outcomes.
B) Administers secondlevel leadership and accountability for call center operations and supervisors, setting expectations, evaluating overall performance management, and ensuring consistent application of policies, clinical standards, and operational practices across all programs.
C) Directs and analyzes call center and program performance metrics to drive datainformed improvements in access, efficiency, clinical quality, and service delivery.
D) Champions quality assurance and documentation compliance, including call and text reviews, EHR audits, and corrective actions.
E) Provides clinical, administrative, and on-call leadership (as needed) through staff development and supervision while managing workplace planning, scheduling, hiring, and recruitment to ensure adequate operational capacity.
F) Supports the Director by ensuring operational compliance with SAMHSA, accreditation requirements, Vibrant Emotional Health, Texas Health and Human Services, and other governing bodies related to 988 Suicide & Crisis Lifeline and LMHA/LBHA crisis hotline services, identifying risks and elevating concerns as appropriate.
G) Oversees and supports fidelity to data, processes, and systems in alignment with evidencebased Help Me Grow national standards for Centralized Access Point and Navigation services.
H) Serves as liaison to internal departments, including IT, and external partners regarding coordination of call center systems, technology, training systems, and ongoing compliance activities.
I) Performance standards are performed as applicable with MHMR’s We CARE values “We Connect People in Our Community. We Provide Access to Services. We Link People to Resources. We Empower People.”
J) Performs other job duties or responsibilities as requested or assigned.
III) Knowledge of Laws, Regulations, Policies/Procedures, Skills, and Abilities
A) Knowledge of typical development disordered and atypical development, and medical diagnoses and conditions impacting children and youth prenatally through age 17.
B) Knowledge of MHMR Tarrant programs’ eligibility requirements impacting referrals coming in to Help Me Grow North Texas and Help Me Thrive.
C) Knowledge of principles of Crisis Intervention, youth, and adult mental health assessment techniques.
D) Working knowledge of adult psychopathology and DSM V classes of major mental illness.
E) High level of advocacy/arbitration/negotiation/conflict resolution skills.
F) Ability to think clearly under pressure and to perform effectively in high stress situations.
G) Knowledge of community resources and demonstrated skill in making productive client-centered referrals.
H) Ability to communicate effectively in written and verbal forms, as well as maintain clear and concise documentation.
I) Ability to organize and work independently, with or without limited supervision, demonstrates integrity and leadership.
J) Ability to work a variable schedule, including evenings, weekends, and holidays.
K) Complete all agency required trainings, refresher courses, and attend all necessary meetings at designated time intervals.
L) Knowledge of agency grants and funding sources.
M) Must comply with FERPA, HIPPA, and all MHMR Tarrant Policies and Procedures.
N) Possess basic analytical skills, good presentation skills, and strong time-management skills.
O) Ability to multitask, maintain focus, and complete assigned tasks within defined timelines.
P) Knowledge of confidentiality and ethics procedures, protective factors, and family-strengthening strategies.
IV) Internal & External Customer Service
A) This position requires extensive internal and external contacts. The employee will accomplish this with advanced written and verbal skills.
B) Must demonstrate compassion, trauma-informed care, and safety practices including suicide safe care.
C) Must apply traumainformed leadership practices to support staff, resolve conflict, and maintain a healthy workplace culture.
V) Travel
A) Adhere to MHMR Mileage and Travel reimbursement policy and any other aspect regarding travel.
VI) Equipment Used
A) Utilized as required for position.
Job Requirements:
VII) Minimum Qualifications
A) Minimum Education: Bachelor’s degree
B) Defined Education: Social, Behavioral, and/or Health & Human Services field
C) Preferences: Bilingual; Licensed as LMSW, LCSW, LPC, LMFT; Minimum four (4) years of professional experience in behavioral health, substance-use, or disability services setting
D) Substitutions: None
E) Years’ Experience: Three (3) years
F) Defined Experience: Relevant experience in a behavioral health/substance-use/disability services area
G) License/Certifications: Valid Texas Driver’s License; Eligible to obtain Qualified Mental Health Professional (QMHP-CS) certification
H) Special Courses: None
I) Supervisory Experience: Two (2) years
Pay: $25.25 - $29.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Tuition reimbursement
Work Location: In person
