Clinical Manager en City of Durham, NC

About the Department

Work. Serve. Thrive. With the City of Durham
Advance in your career while making a real difference in the community you serve.

Hiring Range: $91, 308 – $115,000
Hours: Monday - Friday 9a --5p

In 2022, the Durham Community Safety Department (DCSD) launched four 911 crisis response programs—collectively known as HEART (Holistic Empathetic Assistance Response Teams)—to meet the needs of people in crisis with compassionate care and behavioral health expertise. Interested applicants can visit our website and dashboard, watch this CNN clip, listen to this NPR segment, or read this piece from The Assembly to learn more about our department. As part of a movement transforming 911 responses, the Community Safety Department generates insights that affect cities across the country who visit, meet, and learn from and with HEART. Your work here will help seed a national movement.  

The Clinical Manager is responsible for the management and administration of 911Response services within the Durham Community Safety Department (DCSD). This role provides leadership and oversight to Shift Supervisors who manage staff in Crisis Call Diversion, Community Response Teams, Co-Response Teams, and the Involuntary Response Team. The Clinical Manager ensures high-quality service delivery through staff development, supervision, and coaching, while promoting equity and trauma-informed care across all programs.

Key responsibilities include developing and implementing policies and procedures, overseeing quality assurance and data management systems, and providing technical assistance and training. The Clinical Manager also plays a critical role in project management related to 911 response initiatives, facilitating community engagement through meetings and presentations, and collaborating with city departments, partner agencies, and community organizations. This position requires the ability to both guide strategic direction and step in to directly support teams when needed.

Position Duties

• Supervise crisis response teams by scheduling staff, monitoring timesheets, evaluating performance, addressing employee issues, enforcing policies, and ensuring quality service delivery.
• Develop, coordinate, and deliver training programs; identify training needs; create staff development plans; monitor credentials; and maintain training records.
• Provide technical assistance and support for staff development, in-service training, and administrative functions.
• Respond to and resolve service complaints and inquiries, making referrals to higher-level managers as needed.
• Serve as a clinical expert by evaluating and responding to non-law enforcement 911 calls in the field or call center; conduct assessments, de-escalation, advocacy, and therapeutic interventions for individuals in crisis; support staff with the most complex cases.
• Oversee care planning processes, case audits, and coordination of resources with community partners.
• Manage assigned budget, contribute to departmental budgeting, and track expenditures.
• Perform other related duties as assigned.

Minimum Qualifications

• Master’s degree in social work, psychology, or related human services field, 
• Six years of experience related to assignment
• Two years of supervisory experience.
• License in one of the following: Licensed Clinical Social Worker (LCSW), Licensed Clinical Mental Health Counselor (LCMHC), Licensed Marriage Family Therapist (LMFT) or Licensed Clinical Addiction Specialist (LCAS).
• Valid, unrestricted, North Carolina driver's license "or" if you currently have another states driver's license, must be willing and able to obtain a valid NC driver's license within 60 days of hire