Job Details

Description

General Summary

The general purpose of this position is to provide direct supervision to an assigned group of Program Supervisors and their direct staff within the Intensive Services Department (ISD) at Touchstone Health Services, an outpatient behavioral health provider. The role ensures that services are delivered in accordance with the Arizona 12 Principles and the AHCCCS System of Care for children, adolescents, and young adults. As a licensed Behavioral Health Professional (BHP), the position includes responsibilities outlined by AHCCCS and AZDHS, such as providing clinical oversight, reviewing and signing required documentation, and ensuring that services meet medical necessity and quality standards.

In addition to clinical responsibilities, this position is responsible for comprehensive program oversight, including the supervision of service delivery across multiple locations and service types-such as direct support and respite services. Many of the youth served through these programs present with high-acuity needs and receive intensive in-home or community-based behavioral health services. These members often have involvement with multiple systems, including but not limited to DDD (Division of Developmental Disabilities), DCS (Department of Child Safety), juvenile probation, and other specialized programs or funding streams.

Key responsibilities include referral management, monitoring program census, supporting productivity, and ensuring compliance with all contractual and regulatory obligations. The role also supports financially sustainable service delivery through oversight of utilization trends, implementation of evidence-based practices, and the development of efficient workflows. This includes collaborating with cross-functional teams to enhance quality of care, tracking key performance indicators, and participating in strategic planning to improve access, outcomes, and overall program impact.

Qualifications:

• Must be at least 21 years of age

• Must possess a valid Arizona driver's license

• Must possess or be eligible to obtain an Arizona Fingerprint Clearance Card

• Must hold a master's degree in Counseling, Marriage and Family Therapy, Social Work, or a related mental health or human services field

• Must hold an active license (associate or independent) issued by the Arizona Board of Behavioral Health Examiners

• Minimum of two (2) years of experience working in the mental/behavioral health field

• Minimum of two (2) years of experience supervising a clinical team within a behavioral health setting, demonstrating progressive professional development

Population Served:

? Infant & Early Childhood (birth - 5 years)

? Child (6 - 11 years)

? Adolescent (12 - 17 years)

? Young Adult (18+)

Essential Functions:

• Program Oversight & Service Delivery
Provides oversight of intensive behavioral health services including direct support and respite, ensuring delivery is consistent with AHCCCS requirements, Arizona's 12 Principles, and the System of Care for children, adolescents, and young adults. Oversees service provision across multiple sites and ensures services are medically necessary, clinically appropriate, and responsive to member needs.

• Staff Supervision & Leadership
Directly supervises Program Supervisors and their teams, providing guidance, mentorship, and support. Conducts regular supervision meetings, evaluates performance, ensures appropriate staff coverage, and facilitates professional development opportunities. Initiates timely disciplinary action, when necessary, in accordance with HR policies.

• Clinical Oversight & Supervision
Provides clinical oversight to assigned supervisors and staff in alignment with licensing requirements and agency standards. Ensures clinical quality through reflective supervision, consultation, and support of staff development and clinical decision-making.

• Referral & Census Management
Monitors incoming referrals and oversees timely assignment and engagement. Tracks program census and capacity, ensuring referrals are responded to promptly and matched to appropriate teams based on acuity and availability.

• Utilization & Productivity Monitoring
Monitors staff productivity and service utilization trends. Identifies areas of inefficiency or underutilization and implements strategies to optimize resource use and maintain financial sustainability.

• Compliance & Quality Assurance
Conducts regular audits of clinical records and workflows to ensure compliance with contractual, regulatory, and agency standards. Addresses consumer complaints and concerns and initiates corrective actions as needed.

• Systems Collaboration
Coordinates care and communication across multiple child-serving systems, including but not limited to DDD, DCS, juvenile justice, and specialized programs, to support integrated care and reduce service fragmentation.

• Program Strategy & Improvement
Participates in strategic planning initiatives to improve program performance, enhance service delivery models, and increase access to care. Supports implementation of evidence-based practices and innovative service models.

• Crisis Response & Support
Provides daytime crisis support and participates in the crisis phone rotation. Offers real-time guidance to teams managing high-risk or complex clinical situations.

• Other Duties as Assigned
Performs additional tasks and responsibilities consistent with the needs of the department or organization, as directed by senior leadership.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to, stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone keyboard reach, stoop kneel to install computer equipment

• Specific vision abilities required by this job include close vision requirements due to computer work

• Light to moderate lifting is required

• Regular, predictable attendance is required; including quarter-driven hours as business demands dictate.

The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).

• Ability to work in a confined area.

• Ability to sit at a computer terminal for an extended period of time.

Expected Behaviors:

• Standards of Conduct -Consistently demonstrates knowledge of, adherence to, and willingness to promote Touchstone's Standards of Conduct.

• Safety - Follows safety policies, procedures, and Agency approved practices. Exercises good judgment when confronted with safety related decisions. Actions demonstrate that first concern is to ensure the safety of our clients/members, self, employees, community and others (includes but is not limited to driving, work area, and living environment).

• Mission - Consistently demonstrates dedication to Touchstone's mission and vision. Support Touchstone's philosophy of care and works with others positively and in a caring and compassionate manner.

• Ethics - Conducts business in a manner that adheres to established internal and external guidelines and regulations and is regarded by others as one who will always "do the right thing." Uses Touchstone's resources in a prudent manner. Is alert to potential risks, concerns, and violations, taking action to immediately report concerns to a supervisor or appropriate manager.

Universal Core Competencies

• Customer Service - Is viewed by others as professional, approachable, friendly, and helpful. Positively represents the face, the reputation, and the integrity of Touchstone. Demonstrates knowledge of customers (internal and external) and takes steps to understand and address current needs and anticipate future needs. Is sensitive to the importance of customer satisfaction, and interactions result in positive outcomes.

• Responsibility - Holds self-accountable for desired outcomes and for meeting expectations. Works diligently to achieve goals, minimize risk, and take responsibility and ownership of actions, work product, and services provided. Demonstrates this by completing assignments on time, working independently, and by being dependable. Gets the job done.

• Respectfulness - Treats others fairly, consistently, and with dignity. Displays personal and professional boundaries. Uses positive and pro-social interactions. Resolves conflict constructively, directly, and professionally. Welcomes and accepts the differences in others and works well with others in a diverse environment.

• Team Cooperation - Understands the role on the team and contributes toward its success. Places the team's interests ahead of your own. Works cooperatively with others and actively listens. Brings new ideas and energy to the group. Actively supports team decisions once they are made.

• Communication - Readily shares information or knowledge needed by others. Routinely promotes open communication by seeking and providing feedback. Effectively and appropriately conveys thoughts both verbally and in writing so that others understand. Uses communication technology effectively, responsibly, and within policy.

• Positive Initiative - Leads and influences others by example. Takes pride in own work and demonstrates a "can do" attitude while completing assignments and / or when challenged with obstacles. Effectively manages unexpected events and acts on opportunities to improve the services that we provide to our customers.

• Professional Development: Ensures training compliance and enhancement of professional skills and career development.

SUPERVISOR LEADERSHIP SKILLS

Leads Others

Leads people toward meeting the organization's vision, mission, and goals.

• Acts decisively: Exercises good judgment and makes effective, sound, timely and informed decisions. Seeksto identify, analyze and resolve problems effectively.

• Leverages diversity and inclusiveness: Recruits, develops, and retains a diverse, high-quality workforce. Supports activities that ensure all staff has an equal opportunity to use and develop their skills and abilities and/or develop new skills. Demonstrates a strong commitment to diversity principles and fosters an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the organization's goals.

• Demonstrates flexibility and resilience: Adapts and is flexible and resilient in response to constraints, failures, and adversity. Adjusts priorities to multiple demands and unanticipated events and modifies decisions and actions in response to changing information and circumstances.

• Fosters continuous improvement and innovation: Promotes efforts aimed at improving current business processes through a culture that fosters continuous improvement and innovation. Identifies and implements improvements and innovations that increase efficiency and enhance work quality. Promotes ongoing development of staff and takes initiative to assess and self-develop supervisory competencies.

• Fosters integrity and honesty: Displays and fosters integrity and honesty through the promotion of mutual trust and respect, demonstrates and fosters high ethical standards, and treats others fairly and ethically.

Manages Performance

Communicates performance standards and expectations and gives timely, constructive feedback on tasks and assignments

• Supervises and manages performance: Builds and manages a multi-sector workforce based on organizational goals, budget considerations, and staffing needs. Ensures staff are recruited and selected using merit principles. Ensures tasks are appropriately delegated and completed by monitoring performance against predetermined standards and requirements and holding staff accountable for meeting expectations. Trains and develops staff, provides constructive performance feedback and appraisals, and takes appropriate corrective action to address performance and conduct issues.

• Thinks systematically and inspires change: Understands the "big picture" and the interrelationships of major agency programs, systems and activities, establishing and/or implementing a strategic vision and direction for the organization or group. Fosters knowledge of the Library and its major initiatives. Takes a long-term view and acts as a catalyst for organizational change by developing and implementing an organizational vision that integrates key agency goals, priorities, and values.

• Provides and fosters excellent customer service: Delivers high-quality products and services. Anticipates and meets the needs of both internal and external customers. Demonstrates commitment to ongoing service improvement.

• Manages projects and functions: Manages projects and leads initiatives in the workplace. Organizes resources, people, and activities; and ensures collaboration and the achievement of project and function goals and targets. Ensures effectiveness and efficiency in the delivery of services, products and/or programs.

Communication

Strategically uses two-way communication to generate enthusiasm and foster an atmosphere receptive to open exchange.

• Communicates effectively: Uses appropriate modes and media, targeting the amount, level of detail, and content of the information to the needs of the audience. Prepares clear, concise, and well-organized written documents and oral presentations. Conveys information clearly, confidently, and with the proper tone. Facilitates open communication. Uses discretion and demonstrates sensitivity to confidentiality concerns. Listens effectively and provides appropriate feedback.

• Manages conflict and crisis: Proactively anticipates, manages and constructively resolves conflicts and disagreements; identifies ways conflict can lead to positive change; and takes appropriate action to address conflicts following Library policies and using Library resources.

• Builds and maintains relationships: Builds and maintains effective relationships to share information, establish partnerships, and leverage expertise to accomplish the organization's goals.