Common Ground
  • 10-Mar-2020 (EST)
  • Crisis Assessment Team
  • Pontiac, MI, USA
  • $53,792.39 - $60,578.97
  • Salary
  • Full Time

16% fringe dollars to purchase cafeteria style benefits - Medical, Dental, Vision, LTD, STD, 403(b), FSA, and generous paid time off


Common Ground is a comprehensive crisis services organization that helps people move from crisis to hope.  Common Ground provides 24-hour crisis assessment, intervention and stabilization onsite, via calls/texts/chats and in the community.



The Program Manager is an at-will position that reports to the Director of the Crisis Assessment Team. This position will manage all operations of the Resource & Crisis Helpline, which includes calls, texts, and chats, Victim Assistance Program, Legal Clinic, and Mobile Crisis Team.  The Program Manager is responsible for budget management, ensuring shifts are scheduled, policies and procedures, and cooperation and communications with other departments and community partners. This position will create a culture of helpfulness and innovation and reinforces a team culture that is positive, accountable, and responsive to the needs of people and the community. 



Resource & Crisis Helpline (RCH): The Resource and Crisis Helpline (RCH) is a 24-hour service offering crisis intervention, emotional support, and information/referral via telephone, online chat, or text-messaging as well as suicide prevention and support groups. These services are available to all Oakland County residents regardless of funding source. The RCH is integrated with all other operations in Common Ground. The Program Manager will supervise RCH Shift Supervisors and Suicide Prevention/Volunteer Coordinator. This position will oversee the supervision of volunteers, interns and staff to ensure, coach and supervise RCH Shift Supervisors

  • Manage the schedule to ensure shifts are adequately covered according to predictive methods of call/text/chat volume
  • Ensure the Victim Assistance staff contributes the required number of hours on the RCH each week.
  • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis; identifying and evaluating state of the art technologies; manages productivity, quality and customer service standards, contributes information and analysis to organizational strategic plans and reviews
  • Develop and report on customer service standards
  • Maintain and improve call center operations by monitoring system performance, identify and resolve problems, prepare and complete actions plans
  • Accomplish call center human resource objectives by ensuring quality staff are hired, receive training, coaching, and performance management
  • Communicate job expectations, communication to/from leadership meetings, and administer staff/volunteer scheduling systems
  • Meet call center financial objectives by preparing an annual budget, analyzing variances, and initiating corrective actions
  • Prepare and analyze call center performance reports in partnership with Mission Impact & Data Analysis (MIDA) and take actions to celebrate successes and correct problem areas
  • Maintain professional and technical knowledge by tracking emerging trends in call center operations management
  • Attend educational workshops, review professional publications, benchmark state of the art practices, and participate in professional advocacy organizations
  • Accomplish organizational goals by accepting ownership by exploring opportunities to add value to job accomplishments


Victims Assistance Program (VAP/HT): The Victim Assistance Program includes a Supervisor and Victim Advocates who serve as crisis interventionists and advocate for people who are victims of any crime, and people who are victims of human trafficking. The program is available in person or by phone 24/7. These services are available regardless of funding source to all people in southeast Michigan.

  • Coordinate the collection of all statistical data, completion of contract compliance reporting and the implementation of the project evaluation as required by the state and federal grants
  • Manage the VAP staff including the Human Trafficking Advocates


Legal Services: The Legal Clinic operates twice per week during times that are convenient to the community, which include both daytime and evening and is comprised of volunteer attorneys. The VAP Supervisor is responsible for all operations of the Legal Clinic.

  • The manager will also develop the legal clinic services
  • Evaluate the needs of the community to align with the mission and core values of Common Ground
  • Monitor legal clinic activities to ensure proper functioning of this service
  • Provide coaching and supervision of the VAP Supervisor's operations of the Legal Clinic, including recruiting and retaining volunteer attorneys


Oakland Crisis Intervention & Recovery Team (OCIRT): Provide 24/7 mobile crisis intervention and follow up to people in Oakland County who are Medicaid eligible, or have contract commercial health insurance. Referrals to OCIRT come through the RCH or Crisis Assessment Team. OCIRT partners with police departments when intervening in the community where safety is a concern.

  • Ensure quality OCIRT Crisis Clinicians and Recovery Coaches are hired, trained, and receive ongoing coaching, supervision and performance management
  • Manage productivity and location of OCIRT 24/7 - Afterhours may be managed through RCH or CAT supervisors
  • Ensure adequate staff coverage 24/7
  • Coordinate services of the team
  • Liaison with community resources
  • Develop system to monitor diversions
  • Monitor phone contacts
  • Oversee accurate completion of records



  • Promote a culture of trust that reinforces the agency's core values and incorporates desired environmental characteristics such as recovery orientation and trauma-informed care
  • Contribute to the creation of the program's budget, monitor program finances, and approve expenses as appropriate
  • Work collaboratively with police, hospitals, public and private entities, and members of the community, represent the program in the community
  • Facilitate regular shift supervisor meetings and other communication strategies to ensure program employees are aware and have input into problem solving strategies, shares responsibility for being on-call; maintain flexibility for on-premises activity, work with the shift supervisors to ensure program employees receive supervision, participate in daily huddles
  • Track and report on all grant deliverables, prepare for audits/site review by accreditation bodies and funding sources; design, review and facilitate training curriculum that meet the needs of the individual programs, develop and oversee project evaluation with data driven results and outcomes to assure program quality and maintain compliance
  • Comply with attendance and punctuality policies, as well as all other Common Ground policies and procedures



  • Participate in speaking engagements to raise community awareness
  • Influence organizational strategies by contributing information, analysis, and recommendations to strategic thinking and direction
  • Maintain professional and technical knowledge by attending educational workshops
  • Review professional publications
  • Establish personal networks
  • Maintain personal rapport with potential and actual stakeholders and other persons in a position to understand current and future service requirement
  • Perform other job-related duties



  • Direct supervision: RCH Shift Supervisors, RCH Coordinator, VAP Supervisor, and OCIRT staff
  • Indirect (2nd level) supervision: RCH staff (chat, text and phone), Interns, Volunteers, VAP Advocates, and oversee the Legal Services department




  • Community resources
  • Current behavioral management and de-escalation techniques in a safe, calm, and caring manner
  • And understanding of crisis helpline work, crisis mobile unit and legal clinic, as well as advocacy



  • Type, enter data, file efficiently and operate office equipment
  • Be flexible and multi-task, work within ambiguous fast-moving environment, while driving toward clarity and solutions
  • Demonstrate resourcefulness in setting priorities and guiding investment in people and systems
  • Demonstrate excellent people skills used to collaborate with partnering leaders, as well as effectively lead a multidisciplinary team
  • Demonstrate proficiency in relevant software and applications (i.e. Microsoft Word, Excel, PowerPoint and Outlook)



  • Relate to a diverse population which includes a variety of age, economic and educational backgrounds
  • Understand and follow verbal and written instructions
  • Communicate effectively, both verbally and in writing
  • Use and manage data
  • Consistently exercise superior customer service to individuals, families, other agencies and the community
  • Apply critical thinking/decision making skills utilizing data and forecasting staffing needs
  • Apply trauma informed principles and values with knowledge, decisions, and treatment of all people served
  • Work in a multi-disciplinary environment and manage evolving needs



  • Master's Degree in Human Services field
  • Licensed in the state of Michigan as an RN, LMSW, LLP, LPC, or PsyD
  • Must have strong supervisory and administrative experience and demonstrated leadership skills



Physical Requirements:

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


Environmental Working Requirements:

Work is done in both an office environment with exposure to computer screens, as well as in a clinical environment; Assignments may require work to be done on an individual basis or in teams with members at various staffing levels. The work environment is that of a crisis center and may subject staff to behavioral and medical events that could be physically hazardous.


Other Requirements:

Personal qualities of integrity, credibility, and commitment to the mission and vision of Common Ground; Experience with children and adults with co-occurring disorders and evidence-based practices.

Full Job Description
Common Ground
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