The Director of Crisis Care Services is a senior management role responsible for overseeing the strategic direction, operational management, performance and continuous improvement of the Crisis Care Services Group.
This role is responsible for the efficiency and effectiveness of the operations, which includes managing a diverse 24/7 service operation & client care services, expanding Crisis Care Services into the community and developing SOS as the lead agency in our service deliveries and standards.
Working closely with the CEO, the Director is tasked with ensuring the highest standards of care delivery and governance, efficient resources management, and fostering strategic partnerships with internal and external stakeholders. This role focuses on building a high-performing team through guidance, supervision and mentorship while providing leadership in strategic and operational planning across services under Crisis Care Services.
Duties and Responsibilities:
Operational Leadership
- Lead the operational management of the Crisis Care Services Group, ensuring seamless integration with the broader SOS’s strategic goals and activities.
- Oversee care practices and delivery outcomes while driving collaboration, cross-functional initiatives, operational decision-making, and process optimization.
- Drive development and implementation of operational strategies, policies, processes and clinical standards for Crisis Care Services.
Strategic Planning and Execution
- Develop and implement strategic plans for Crisis Care Services, ensuring alignment with the SOS’s long-term vision and goals.
- Develop and implement crisis care models or services to address emerging needs, sectorial transformation and national strategies.
- Collaborate with the CEO and other senior leaders to drive efficiency, and effectiveness to better support our service users.
Financial Oversight
- Manage the annual budget for the Crisis Care Services Group, ensuring financial sustainability and effective use of resources.
Risk Management and Compliance
- Lead the team in proactively identifying and managing risks associated with crisis care operations, ensuring adherence to relevant internal controls and compliance with legal and regulatory requirements
- Develop and implement risk management strategies, ensuring continuity and quality of care during crisis situations.
- Oversee the establishment of care delivery protocols that meet the highest standards of safety and effectiveness.
Stakeholder Engagement and Collaboration
- Build and maintain strategic partnerships with key stakeholders, including government ministries, agencies, and community organizations.
- Collaborate with internal departments to ensure cohesive and integrated service delivery across the organization.
Leadership and Team Development
- Lead a team of crisis care professionals, fostering a culture of excellence, collaboration, and continuous improvement.
- Ensure staff are well-trained and equipped to provide high-quality crisis care, with ongoing professional development opportunities.
- Drive organizational change initiatives, ensuring the Crisis Care Services Group remains adaptive and responsive to emerging needs.
Educational Qualification:
- Bachelor’s degree in Social Work, Psychology, Counselling, Healthcare, or a related field.
Relevant Experience:
- At least 10 years of working experience in cross-disciplinary teams and engagement of multiple stakeholders
- At least 10 years of experience in crisis care, emergency services, mental health services, or a related field, with at least 5 years in a senior management or executive role.
- Proven experience in crisis intervention, operational management, financial oversight, and strategic planning within a healthcare or crisis care setting.
Key attributes/Competencies:
- Strong leadership and decision-making abilities, with a strategic mindset.
- Excellent communication, negotiation, and interpersonal skills.
- Expertise in financial management, including budget development and resource allocation.
- Comprehensive understanding of risk management, compliance, and regulatory standards in healthcare or crisis care.
- Ability to build and maintain strategic partnerships and work collaboratively with diverse stakeholders.
Working Conditions:
- Office environment
- The role is based on regular office hours, Monday to Friday, with a standard 5-day work week.
- However, due to the 24/7 nature of the Crisis Care Services operations, the role may occasionally need to be available outside of regular hours to address urgent situations as needs arise.
