Behavioral Health Service Manager

Responsibilities

The Primary function of BEHAVIORAL HEALTH SERVICE manager is to ensure patient safety through staff education, culture development, coaching, and direct management of the unit environment. The BEHAVIORAL HEALTH SERVICE Manager assists with planning, oversight and supervision of the MHS  patient care role with the overall goal of facilitating the provision of continuous and safe patient care, observation , interaction and role modeling to both patients and staff. This position is responsible for managing the unit environment (milieu), providing program oversight and structure, conducting real-time education, and coaching to the nursing department staff, coordinating implementation of new processes, ensuring active treatment is occurring, ensuring the program schedule is followed, facilitating new hire orientation on-unit, and performing other duties related to nursing administration in conjunction with the Director of Mental Health Servies and the Director of Nursing. In collaboration with the Nursing Administration team, the BEHAVIORAL HEALTH SERVICE Manager is responsible for executing a strong staff training program along with regulatory required in-services to increase skill sets of the nursing department staff. Providing opportunities for the formal and informal growth and development of staff while working closely with other members of the leadership team for process improvement opportunities. All Milieu Managers must be a Certified Nonviolent Crisis Intervention Instructor. Certification can be obtained once hired into the position. Milieu Managers must demonstrate advanced expertise in Milieu Management and Verbal De-escalation within inpatient behavioral health settings, along with strong leadership skills in supporting, coaching, and holding direct care staff at varying experience levels accountable to high standards of practice.

Qualifications

QUALIFICATIONS

Education and Experience:  

Bachelor’s degree with minimum of two (2) years of experience supervising or managing staff in a behavioral health, residential treatment or other human-services environment. Minimum of two (2) years of experience in direct care in a behavioral health setting.

OR

Associates degree with minimum of five (5) ) years of experience supervising or managing staff in a behavioral health, residential treatment or other human-services environment. Minimum of two (2) years of experience in direct care in a behavioral health setting.

Licensure: Must hold and maintain a valid Colorado driver’s license in good standing. Driving is an essential function of this position.

Additional Requirements: Successful completion of Verbal De-Escalation and Crisis Prevention Institute Training, and CPR certification required.  Certifications may be obtained during new hire orientation. Certifications may be obtained during new hire orientation. Milieu Manager’s may be required to work weekends, overtime, and have flexible hours.

JOB RESONSIBILITIES

Clinical Support & Unit Coverage

• Provides direct patient care support by working as a Mental Health Specialist (MHS) on any patient care unit or assisting with programming as needed.
• Assesses unit acuity, identifies milieu and safety concerns, and communicates recommendations to staffing coordinator and nursing administration team

Safety Leadership & Crisis Response

• Conduct huddles with unit staff to review the milieu, establish care plans, and identify risk mitigation strategies for high-risk patients.
• Responds promptly to all codes and, when appropriate, takes the lead in coordinating code responses in collaboration with the Charge Nurse and/or House Supervisor.
• Facilitates post-code debriefs with staff to identify opportunities for improvement and reinforce best practices.

Staff Training, Education & Development

• Assists with, coordinates, and implements the Mental Health Specialist (MHS) orientation process, including on-unit orientation for new hires.
• Presents and trains Mental Health Specialists during new hire orientation and provides ongoing follow-up to ensure understanding of processes and procedures.
• Coordinates and delivers required training for facility employees, including CPI, Verbal De-escalation, Milieu Management, and other mandated education.
• Plans and coordinates ongoing refresher courses and recertification for CPI and other required trainings.
• Monitors training expirations and proactively contacts employees to ensure timely enrollment in required courses.
• Provides real-time, in-the-moment education and coaching to staff in appropriate settings to support performance and skill development.

• Ability to navigate accountability and corrective action processes with confidence, ensuring adherence to standards and addressing performance issues as needed

Program Coordination & Staff Support

• Plans, facilitates, and participates in routine staff meetings with Mental Health Specialists in coordination with the Director of Mental Health Services (DMHS).

• Completes daily BEHAVIORAL HEALTH SERVICE Manager Audits – Real Time Education tools, uses findings to deliver real-time staff education, and submits data to the DMHS to support ongoing performance monitoring and improvement.

• Develops, implements, and maintains structured programming and group activities, ensuring consistency, therapeutic value, and alignment with clinical goals and facility expectations.

• Teaches, models, and monitors group structure and facilitation, providing staff education and real-time feedback to promote effective programming, patient engagement, and milieu stability.

• Answers routine questions from applicants and employees regarding staffing and training processes.

Compliance, Communication & Professional Standards

• Demonstrates strong communication skills and works collaboratively with others in a spirit of teamwork and cooperation.
• Maintains ongoing education and professional development appropriate to the position.
• Promotes safety by attending mandatory in-services and complying with all facility safety policies and procedures.
• Adheres to established hospital and departmental guidelines, protocols, and standards while supporting the organization’s mission, vision, and values.
• Completes assigned responsibilities in accordance with established timelines and expectations.

Standards of Care for Varied Ages, Acuity, and Clinical Needs

• Provides patient-centered care to individuals across the lifespan, adapting interventions, communication, and behavioral expectations to meet developmental stage, acuity level, and individual needs.

• Recognizes age- and population-specific behaviors (including pediatric, adolescent, and adult patients), sets clear and respectful limits, and adjusts approach based on cognitive, emotional, behavioral, and trauma-related factors.

• Applies appropriate safety interventions, including seclusion and restraint, using clinical judgment to account for patient size, acuity, and history of behavioral health needs or trauma.

• Integrates information from patients, families, and the interdisciplinary team to guide treatment planning and interventions across diverse populations and acuity levels.

• Maintains knowledge of applicable program rules, protocols, and standards of care and serves as a resource to staff regarding population-specific and acuity-based care considerations.

ADDITIONAL STANDARDS

• Adheres to all facility, department, corporate, and regulatory policies and procedures.
• Participates in mandatory in-services and staff development activities as scheduled.
• Maintains compliance with facility standards related to conduct, dress, attendance, and punctuality.
• Supports facility-wide quality improvement and performance initiatives.
• Maintains strict confidentiality of patient and employee information in accordance with applicable regulations and facility policy.

Note: The job functions of this position are not limited to the duties listed above.

KNOWLEDGE, SKILLS, AND ABILITIES

This section describes the knowledge, skills, and abilities required for this position. This list may not be all-inclusive.

• Knowledge of code procedures and emergency response protocols.
• Knowledge of psychiatric care principles and therapeutic intervention techniques.
• Knowledge of assaultive behavior management and de-escalation techniques.
• Knowledge of personal hygiene training and patient support techniques.
• Knowledge of admitting procedures and intake processes, including I&R calls.
• Knowledge of documentation and behavioral health charting standards.
• Thorough knowledge of CPR and related life-saving techniques.
• Skill in organizing, prioritizing, and managing workload to meet deadlines in a fast-paced environment.
• Skill in effective oral and written communication, including telephone etiquette and paging procedures.
• Ability to communicate clearly and effectively with patients, families, and interdisciplinary team members.
• Ability to apply sound judgment, maintain confidentiality, and adhere to safety policies and procedures.
• Ability to work collaboratively as part of a team and accept direction while supporting facility policies.
• Ability to demonstrate tact, patience, resourcefulness, and professionalism in all interactions.
• Ability to recognize and adapt to the needs of diverse patient populations and varying acuity levels.
• Ability to participate in all aspects of patient care management and respond calmly in emergency situations.
• Ability to meet corporate and departmental deadlines and expectations.

PHYSICAL, MENTAL, AND SPECIAL DEMANDS

This section describes how an employee in this position performs the essential functions of the job. Reasonable accommodations may be considered on a case-by-case basis.

• Ability to stand, sit, or walk for up to six hours at a time, with sitting limited to approximately two hours as needed.
• Ability to move frequently throughout the workday in the delivery of patient care.
• Visual acuity sufficient for reading patient charts, documenting accurately, and demonstrating or assisting with patient activities.
• Ability to work primarily indoors (approximately 80%) in temperatures ranging from 60°F to 85°F, and occasionally outdoors (approximately 20%) in temperatures ranging from 30°F to 100°F.
• Ability to frequently reach above, at, or below shoulder level, and perform bending, stooping, kneeling, twisting, and turning activities.
• Ability to frequently use gross and fine motor skills, including simple grasping, twisting, and fingering of small objects (e.g., telephone buttons, thermometers).
• Ability to occasionally push/pull wheeled equipment or transport patients weighing up to 200 lbs. (e.g., crash carts, EKG machines, stretchers, wheelchairs).
• Ability to occasionally lift or exert force up to 35 lbs. and perform physical activities such as crouching, stooping, and reaching.
• Ability to safely handle hazardous or infectious waste when required.
• Ability to work in an environment with frequent high noise levels, exposure to cleaning chemicals, and occasional mechanical and electrical hazards, as well as dust, mist, and steam.
• Ability to work at a rapid pace, manage repetitive tasks, and maintain performance under pressure.
• Ability to see clearly for depth perception and to detect odors when necessary for patient care and environmental safety.

MACHINES, TOOLS, EQUIPMENT, AND OTHER WORK AIDS

This section describes the machines, tools, equipment, and other work aids the employee must be able to use.

• Medical and nursing equipment and supplies.
• Telephone and paging systems.
• Copier, fax machine, and other standard office equipment.
• Art materials and supplies used in therapeutic programming.
• Gym and recreational equipment used in patient activities.
• Facility policies, procedures, plans, and program manuals.