Program Manager, Crisis Information & Referral Line

Brief Definition of Position:  Crisis Information & Referral Line Program Manager is responsible for oversight and supervision of the day to day operations of the call center, including but not limited to those mentioned below. They will oversee Certified Addiction Counselors and Mental Health Specialists to assure that callers are receiving optimal level of care, as well as the Crisis Information and Referral Liaison. The supervisor will evaluate and assess staff’s development needs and provide training opportunities. They will work closely with the, Deputy Director, Data Manager, BCRI and partner’s to provide oversight to staff. They will maintain relationships with treatment programs to collect information about availability of appointment and outcome of referrals. The manager will collaborate with partners including Behavioral Health Systems Baltimore, Baltimore Crisis Response, and other partners to track performance for all projects.Primary Responsibilities Include:

  • Provide day to day oversight of the Crisis Information and Referral Line
  • Complete monthly one-on-one staff supervision including audits, case reviews and evaluation
  • Serve as the point person for all internal and external referrals to the team
  • Develop and foster relationships with community resources and partnerships
  • Point person and trouble shooter for site related and/or consumer issues
  • Complete daily reports of CI &R call volume
  • Responsible for accurate data capturing in eCW, Insurance tracking and updates
  • Assist when needed to answer and assess incoming calls to the line. This includes screening for insurance, initiating an insurance application and providing requested information regarding treatment and referrals
  • Work closely with Deputy Director
  • Heroin Treatment and Prevention Task Force.


        Education/Experience Requirements:


  • Masters Preferred, Bachelor’s degree required in, Human Service Administration, Social Work or related field. License/ Certification

Knowledge of Baltimore City Behavioral Health provider and services

  • Knowledge and understanding of the field of Behavioral Health
  • Strong data entry skills and knowledge of Microsoft programs


  • A demonstrated team player that gets along well with peers
  • Has demonstrated willingness to go above and beyond assigned job duties
  • Ability to communicate well via phone, email, and face-to-face with professionals and clients


Physical Requirements: The ideal candidate must be able to: