ACT Care Management Supervisor - ACT New Mexico ALB

The ACT Care Management Supervisor is a working leadership position responsible for coordinating and overseeing care management activities, managing CareLink operations, monitoring staff productivity and program performance, and providing direct case management services to ACT participants. Approximately 50% of this position’s time is dedicated to direct client care, with the remaining time focused on supervision, staff support, CareLink management, administrative oversight, and program operations.

The ACT Care Management Supervisor works closely with the ACT Team Lead to promote accountability, timely follow-through, high-quality documentation, recovery-oriented service delivery, and fidelity to the ACT model. This position does not provide clinical supervision or clinical oversight of licensed staff.

Why Join Our Team?

• Competitive pay
• Comprehensive health, dental, vision, and Telehealth benefits
• Paid time off plus 9 paid holidays
• Retirement plan options
• Tuition reimbursement and free CEUs
• Clinical supervision and professional development
• Wellness and Employee Assistance Programs
• Mileage reimbursement for work-related travel
• Public Service Loan Forgiveness (PSLF) eligible employer
• Eligible clinical positions may qualify for the National Health Service Corps (NHSC) Loan Repayment Program

Essential Functions:

Supervisory and Staff Management Responsibilities:

• Provide administrative supervision and oversight of ACT Care Management staff.
• Conduct individual supervision with each Care Manager at least monthly, including task assignment, review of assigned responsibilities, follow-up on completion, problem-solving, coaching, and documentation of supervision as required.
• Plan and facilitate a weekly Care Management meeting to review client needs, assignments, workflow, barriers, deadlines, coverage, and follow-up responsibilities.
• Assign and redistribute care management tasks based on client needs, staff capacity, priority, and program expectations, and ensure timely follow-through.
• Monitor staff documentation, service delivery, timeliness, workload, attendance, and adherence to agency policies and ACT program standards.
• Provide ongoing feedback, coaching, and support to strengthen staff performance, accountability, organization, and service quality.
• Complete staff performance reviews in tandem with the ACT Team Lead.
• Identify performance concerns and participate in corrective action, performance improvement, coaching, and disciplinary processes in collaboration with the ACT Team Lead.
• Assist with staff onboarding, orientation, training, professional development, scheduling, workload distribution, and coverage coordination.
• Promote teamwork, clear communication, consistency, and a supportive work environment.

CareLink Management Responsibilities:

• Manage the day-to-day operations and workflow of CareLink services within the ACT program.
• Coordinate assignment of CareLink participants and related care management responsibilities.
• Monitor completion of CareLink requirements, including care coordination activities, required documentation, follow-up tasks, and applicable program reporting.
• Support staff in identifying and addressing participants’ medical, behavioral health, social service, and care coordination needs.
• Collaborate with the ACT Team Lead and interdisciplinary team to resolve barriers, improve continuity of care, and ensure CareLink services are delivered consistently and timely.
• Maintain awareness of CareLink caseload status, participant needs, open tasks, and service gaps, and communicate concerns to the ACT Team Lead.

Direct Client Care Responsibilities — 50% of Position:

• Dedicate approximately 50% of work time to direct client care and maintain an active caseload of ACT participants.
• Provide community-based case management, care coordination, skills development, crisis support, and other authorized ACT services within the scope of the position.
• Complete assessments, treatment or service planning activities, progress notes, referrals, care coordination, and follow-up within required timeframes.
• Participate in multidisciplinary team meetings, treatment planning, client reviews, and coordination with natural supports and community providers as appropriate.
• Meet established individual productivity expectations for direct service delivery while fulfilling supervisory and administrative responsibilities.
• Model effective client engagement, professional boundaries, recovery-oriented care, timely documentation, and community-based service delivery.

Performance and Productivity Oversight:

• Run and review productivity reports for Care Management staff each week.
• Monitor individual and team productivity, direct-service expectations, documentation completion, timeliness, and related performance measures.
• Meet with and support staff who are below productivity expectations to identify barriers, establish specific improvement steps, assign follow-up tasks, and monitor progress.
• Provide regular productivity feedback and recognize improvement and sustained performance.
• Collaborate with the ACT Team Lead to address ongoing productivity concerns and develop performance improvement strategies when expectations are not met.
• Track relevant trends and communicate significant productivity, workflow, documentation, or staffing concerns to the ACT Team Lead.
• Support continuous quality improvement and fidelity to the ACT model.

Minimum Role Expectations:

• Demonstrate effective leadership, organization, communication, follow-through, and sound professional judgment.
• Maintain confidentiality and comply with agency policies, applicable regulations, documentation standards, and ethical requirements.
• Balance direct client care responsibilities with supervisory, CareLink, productivity, and administrative duties.
• Work collaboratively with the ACT Team Lead and interdisciplinary team to support effective program operations and high-quality participant care.

Education and Experience:

• High School diploma or GED with a minimum of 4 years working with the target population.
• OR
• Bachelor's degree in a human services related field and a minimum of 2 years working with the target population preferred.
• OR
• Master's degree in a human services related field 1 year working with the target population preferred.
• EXPERIENCE: Dependent on type of education (see above). A minimum of two years working with target population. One year demonstrated supervisory experience preferred.
• OTHER: Valid drivers’ license and meets the driving privileges guidelines established in HR Policy 12.6 “Vehicle Safety and Client Transportation”

Knowledge and Skills:

• Ability to demonstrate all functions of CSW and Case Manager position(s).
• Ability to manage time to meet all deadlines.
• Ability to recognize and identify symptoms of mental illness and suicide and risk potential and respond appropriately.
• Good verbal and written skills.
• Bilingual (English/Spanish) is preferred but not required.