Program Manager-HSSP

Under the direction of the Director of Adult Specialty Programs, the Program Manager oversees the daily administrative and operational functions of their assigned team in the Adult Full-Service Partnership Intensive Case Management (FSP-ICM) program. The Program Manager provides formal administrative supervision to assigned staff and ensure compliance with Los Angeles County Department of Mental Health (LAC-DMH) requirements, Medi-Cal standards, FSP PSE guidelines, agency policies, and contractual obligations.

The Program Manager is responsible for staffing oversight, productivity monitoring, workflow coordination, outreach and engagement timelines, documentation compliance, field-based service requirements, integrated care coordination, audit readiness, and continuity of care across the program. In collaboration with the other FSP ICM Program Managers in Housing Supportive Services Program, the Program Manager monitors service delivery at assigned sites through field visits, coordination meetings with ICMS-assigned providers, crisis response support, and oversight of overall on-site service delivery. The Program Manager promotes recovery-oriented, trauma-informed, whole-person, and community-based care consistent with FSP fidelity standards and the “whatever it takes” service philosophy.

Background Check Requirements

• Must be able to pass California State Department of Justice criminal background investigation, Live Scan and/or fingerprinting.
• Must have a valid California Driver’s License and the availability of a car with adequate car insurance.

Qualifications

• Master’s degree in Social Work, Marriage and Family Counseling, Psychology or related field.
• Professional licensure: Licensed Clinical Social Worker-LCSW or Licensed Marriage and Family Therapist-LMFT (preferred)
• If not licensed, must be eligible to submit licensure with the California Board of Behavioral Sciences.
• Must be registered with the California Board of Behavioral Sciences and must maintain registration.
• Must have at least 2 years of experience providing mental health services post-licensure.
• Bilingual English/Spanish preferred but not required.
• Must obtain and maintain LPS designation.
• Qualifies as a Qualified Mental Health Professional (QMHP) by the Department of Mental Health.
• Must have at least 2 years’ experience providing specialty mental health field-based services to adults with severe and persistent mental health disorders, who have a history of homelessness, co-occurring disorders, and/or incarceration.
  Experience must include work within Project based housing as mental health provider on site and navigating subsidized housing processes within various county housing departments i.e. LASHA and Housing Authority.

Duties and Responsibilities:

• Oversee services for active clients by evaluating the clinical support provided by team members and ensuring alignment with program goals, including housing stability, reduced homelessness and criminal justice involvement, improved functioning and employability, and reduced use of urgent psychiatric, emergency department, and hospital services.
• Provide weekly individual administrative supervision to assigned staff to ensure all required elements of FSP ICM service delivery are met and conduct weekly team meetings to review and plan services for each enrolled client.
• Ensure assigned staff complete LOCUS assessments for each client every six months, as defined in the PSE, and review scores with the treatment team to assess level of care and determine whether a transfer is needed.
• Provide supervision and clinical guidance on all cases assigned to the treatment team, coordinate consultations for high-risk, high-acuity clients as needed, and collaborate with staff across levels of care to identify clients who may require a transition.
• Ensure staff meet agency productivity expectations and complete all progress notes and service documentation in accordance with DMH and agency standards.
• Review and countersign progress notes for assigned staff and conduct periodic quality reviews for staff authorized to countersign their own notes. Ensure all progress notes meet DMH standards outlined in the organizational provider manual and DMH procedure code manual.
• Review assigned staff alerts, failed claims, and failed activities at least three times per week, and ensure all pending notes and service documents are corrected and completed promptly.
• Ensure staff enrolling clients complete all required documentation in a timely manner and provide services in accordance with FSP ICM PSE guidelines.
• Ensure assigned staff complete all required paperwork to transfer or disenroll a client and that all chart documentation is finalized before discharge.
• Monitor client outreach and engagement to ensure timely enrollment that supports access to care and is completed within 90 days.
• Coordinate continuity of care for clients transitioning from hospitals, incarceration, shelters, or institutional settings.
• Coordinate with ACCESS, hospitals, housing providers, and community resources to support integrated, whole-person care.
• Monitor SRTS referrals to ensure timely processing in accordance with Access to Care guidelines, program expectations, and agency screening and enrollment protocols. Respond to referrals when administrative staff are unavailable.
• Ensure client records in the SRTS system are entered promptly and kept up to date so active, disenrolled, outreached, and homeless statuses remain accurate.
• Ensure referrals from sites, programs, or screenings comply with Access to Care requirements, and attend monthly meetings to triage agency clients who need the higher level of care provided by the program.
• Review assigned staff caseloads weekly to assess referral and case capacity, and coordinate team coverage during staffing changes to ensure continuity of services.
• Review team documentation before submission to the chart analyst to ensure clinical and administrative errors are corrected.
• Meet with the Chart Analyst biweekly to review utilization and chart audit results, direct staff on required revisions, identify documentation gaps, coordinate training with the Chart Analyst and leads, and provide timely staff training.
• Ensure the program meets quality assurance standards and train staff when standards are updated or new requirements are introduced.
• Conduct weekly meetings with leads to ensure compliance with job duties and to consult on cases and treatment team staffing. Assess, guide, and direct key tasks, ensure timely submission of outcome measures and paperwork, and coordinate needed staff training.
• Train and support lead staff, with support from the Director, to maintain leadership quality, provide structured supervision within established timeframes, address performance issues promptly, and reduce team confusion caused by inconsistent leadership messaging.
• Oversee assigned project-based housing sites by coordinating collaboration among ICMS providers, ensuring weekly meetings with team members and leadership, supporting staff and clients during crises, and assisting with onboarding new sites.
• Provide on-site supervision as needed and visit each program site weekly for monitoring.
• Submit monthly reports to DMH on active, disenrolled, outreach, and potential outreach clients.
• Ensure all assigned client slots are filled and address barriers to successful placement.
• Provide orientation training as needed. Ensure all new staff complete the onboarding training checklist after initial onboarding and shadowing so they are fully prepared to perform their job duties.
• Provide crisis intervention support during work hours when urgent, unplanned situations arise within the team.
• Serve as the on-call supervisor, providing guidance to case managers and clinicians on handling crisis calls. Serve as the LPS designee when required.
• Ensure the team completes five hours of required training each month (60 hours annually) and retains all certificates for audits. Training topics include, but are not limited to, Harm Reduction, Permanent Supportive Housing, Housing First, and Trauma-Informed Care.
• Manage Client Supportive Funds (CSF) to ensure contract compliance. Train staff on submitting requests to managed care plans, the Department of Homeless Services and Housing, and the Department of Mental Health Services, and on navigating approval barriers related to housing needs. Monitor vendor coordination and rent support based on client needs, and work with leads to model best practices and support staff development.
• Maintain knowledge of the permanent housing process and train and support staff in securing temporary and permanent housing for clients.
• Review staff timesheets for compliance with agency policies and procedures. Conduct quality assurance reviews of clock-in and clock-out records, confirm required service-delivery standards, including a minimum of four face-to-face contacts, and monitor unauthorized remote work.
• Conduct annual performance reviews and quarterly evaluations to ensure staff meet performance standards. When necessary, complete write-ups, corrective action plans, and performance improvement plans for staff who do not meet agency standards or comply with agency policies and procedures.
• Participate in leadership development initiatives at the site and agency levels and actively support the growth of team members as leaders.
• Foster a psychologically safe team environment by addressing morale, burnout, and interpersonal differences.
• Ensure your performance and the team’s work reflect the program’s emphasis on collaboration, communication, and community engagement.
• Actively support adult programs by understanding each service and guiding clients to the most appropriate option.
• Perform additional duties as assigned by supervisors, department leadership, or agency leadership.