Title: Administrative Program Manager – Crisis Call Center

Position Location: Middletown, NY and Goshen, NY

Reports To: Director of Crisis Services/Clinical Director of Operations

Job Objectives and Responsibilities:

Under the direction of the Director of Crisis Services, the Administrative Program Manager will oversee and coordinate the administrative operations of the Mental Health Association in Orange County, Inc.’s (MHA) Crisis Call Center. This position ensures the effective and efficient management of scheduling, payroll, and administrative support processes. The Administrative Program Manager works collaboratively with program leadership to support staffing, data management, compliance, and daily administrative operations, ensuring the Crisis Call Center functions smoothly and aligns with MHA’s mission and Cultural Equity Policy as well as WELCOME Orange principles.

Administrative Oversight

• Oversee all administrative operations within the Crisis Call Center, including scheduling, payroll, and administrative coordination.
• Supervise the CCC Administrative Supervisor, providing leadership, training, and oversight to ensure accuracy and timeliness of tasks.
• Assist the Director of Crisis Services in implementing administrative systems, policies, and procedures.
• Oversee training development and facilitation including keeping record of staff trainings as required for the Crisis Call Center to remain in compliance. 
• Maintain internal communication and workflow systems to support crisis counselors, supervisors, and leadership.

Scheduling & Staffing Support

• Develop, coordinate, and maintain staff schedules to ensure adequate coverage across all shifts (24/7 operations).
• Track and approve time-off requests, shift changes, and attendance records.
• Ensure accurate entry and reconciliation of timekeeping data for payroll processing.
• Collaborate with supervisors to forecast staffing needs and maintain appropriate call coverage levels.
• Responsible for On-Call coverage minimum one week per month.

Payroll & Data Management

• Prepare, review, and submit payroll data in collaboration with Human Resources and Finance Departments.
• Maintain accurate records of employee hours, shift differentials, and other payroll-related details.
• Assist in budget tracking for administrative operations and generate data reports as needed.
• Support data collection and documentation required for grant, contract, and performance reporting.

Administrative Systems & Compliance

• Ensure that administrative operations comply with MHA policies, funder requirements, and applicable laws (including HIPAA and labor regulations).
• Maintain and update administrative procedures manuals, forms, and documentation systems.
• Participate in audits and assist with compiling documentation as requested by program leadership.

Communication & Coordination

• Serve as the central point of contact for administrative inquiries related to the Crisis Call Center.
• Coordinate internal communications, scheduling of staff meetings, and dissemination of program updates.
• Support the Director of Crisis Services in preparing reports, presentations, and internal communications.
• Collaborate with other departments to ensure cohesive organizational operations.

Quality Improvement & Support

• Monitor and analyze administrative workflows, recommending process improvements to enhance efficiency.
• Assist with tracking program metrics and outcomes for evaluation and quality assurance.
• Participate in strategic planning discussions and contribute to continuous improvement initiatives.

Other Duties:

Duties outlined above describe the essential functions and general expectations of this position but do not represent an exhaustive list. Other responsibilities may be assigned by management as needed.

Duties are subject to change based on evolving operational needs of the Orange County Crisis Call Center.

Qualifications:

• Bachelor’s degree in Business Administration, Human Resources, Public Administration, or related field required.
• Minimum of twelve (12) months employed at the Orange County Crisis Call Center.
• Administrative or program management experience, preferably within a behavioral health, crisis, or call center environment.
• Experience supervising administrative or support staff strongly preferred.
• Strong organizational, analytical, and communication skills.
• Proficiency in scheduling, payroll, and office management software; familiarity with Electronic Health Record (EHR) systems preferred.
• Ability to manage multiple priorities in a fast-paced, 24/7 operational environment.
• Bilingual (Spanish/English) preferred.
• Valid NYS Driver’s License and acceptable driving record for agency insurance coverage.
• Terms of Employment / Benefits:
• Exempt
• Forty (40) hours per week. Flexible schedule depending on needs of the Call Center and staff as well as flexibility required for occasional evenings, weekends, or holidays to address scheduling or payroll needs.
• Primary Locations:
• Emergency Service Center, 22 Wells Farm Road, Goshen, NY; and
• Mental Health Association in Orange County, Inc., 73 James P. Kelly Way, Middletown, NY
• Paid time off, holidays, sick leave according to MHA policy.