Client Rights and Consumer Safety Manager

Job Code: CRMGR - 113
Revision Date: September 10, 2025

Starting Salary: $20.50 hourly; $42,636 annually

FLSA: Exempt

Overview
We are an agency committed to innovative behavioral health services in trauma-informed care that promote healing and recovery to instill a sense of empowerment and foster a lifelong sense of resilience.

General Description

The purpose of this job is to build and manage a model incident reporting system at EHN to ensure that all reported consumer safety and rights incidents are appropriately addressed.

This class works under close to general supervision according to set procedures with moderate latitude for the use of initiative and independent judgment.

Duties and Responsibilities

The functions listed below are those that represent the majority of the time spent working in this position. Management may assign additional functions related to the type of work of the position as necessary.

• Leads the development, implementation, and oversight of a centralized critical incident reporting system that complies with Texas Administrative Code requirements for behavioral health providers, ensuring timely and accurate documentation of all consumer safety concerns, including allegations of abuse, neglect, and exploitation (ANE).
• Receives, screens, and triages complaints and incident reports involving consumer safety and rights violations, including neglect, verbal abuse, physical or emotional harm, and exploitation, in accordance with HHSC standards and TAC rules.
• Initiates and conducts preliminary reviews or internal investigations of incidents, ensuring timely notification to HHSC or other applicable state regulatory bodies within required reporting timelines.
• Ensures the protection of clients during active investigations by coordinating with service providers to implement interim safeguards as required by TAC and HHSC regulations.
• Point of contact for collaboration with external investigative authorities such as HHSC, DFPS, CMS, and law enforcement in response to confirmed allegations of client rights violations, including coordinating access to records and interviews in compliance with confidentiality and regulatory standards.
• Address client appeals, tracking and reporting data to clinic and Utilization Management teams for HHSC reporting.
• Develops, implements, and reviews center-wide policies and procedures related to complaint processing, incident management, and client rights to ensure compliance with TAC.
• Monitors and tracks all reported incidents through a secure and centralized reporting platform, ensuring documentation, follow-up, and corrective action plans are completed and tracked as required by law and internal policy.
• Conducts root cause analyses and quality assurance reviews of incident trends, complaint resolution effectiveness, and potential systemic issues, and provides detailed reports to executive leadership and compliance committees.
• Ensures staff compliance with mandatory ANE training and client rights education, including initial and ongoing training in accordance with Texas Administrative Code and HHSC standards.
• Prepares and submits required regulatory reports and data summaries to HHSC and other agencies, ensuring timely and accurate submission consistent with TAC reporting deadlines.
• Coordinates internal audits and self-assessments to evaluate the effectiveness of client rights protections and incident reporting practices and identifies areas for quality improvement.
• Advises program and department leaders on risk mitigation strategies related to consumer safety, rights violations, and TAC-related compliance risks.
• Maintains up-to-date knowledge of relevant Texas laws and TAC requirements, ensuring the organization remains in compliance with evolving regulatory frameworks.
• Performs other duties as assigned to support the agency's commitment to client safety, rights protection, and regulatory compliance.
• Performs other duties as assigned.

Minimum Education and Experience Requirements

Requires a Bachelor's degree in Psychology, Social Sciences or related behavioral field, major supplemented by four (4) years of experience in risk management, public safety or closely related field and one (1) year of supervisory experience; or possession of any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities; bilingual preferred.

Strong written/verbal communication skills with experience conducting medical chart reviews in an electronic health record system.

Experience with trauma-informed services; cognitive behavioral therapies, including DBT; and motivational therapies including the use of incentives, preferred.

Required Knowledge and Abilities

Knowledge of trauma-informed theories, principals, and practices (includes multi-faceted understanding of concepts such as community trauma, intergenerational and historical trauma, parallel processes, and universal precautions), preferred.

Physical Demands

Performs sedentary work that involves walking or standing some of the time and involves exerting up to 20 pounds of force on a regular and recurring basis or sustained keyboard operations.

Unavoidable Hazards (Work Environment)

• Involves routine and frequent exposure to:
• Bright/dim light; Dusts and pollen.
• Extreme heat and/or cold; Wet or humid conditions.
• Extreme noise levels, Animals/wildlife.
• Vibration; Fumes and/or noxious odors.
• Traffic; Moving machinery.
• Electrical shock; Heights.
• Radiation; Disease/pathogens.
• Toxic/caustic chemicals; Explosives; Violence.
• Other extreme hazards not listed above.

Special Certifications and Licenses

• Must possess and maintain Qualified Mental Health Professional-Community Service (QMHP-CS) certification.
• Must possess and maintain a valid state Driver's License with an acceptable driving record.
• Must be able to pass a TB, criminal background, and drug screen.

Americans with Disabilities Act Compliance (ADA)

Emergence Health Network is an Equal Opportunity Employer. ADA requires Emergence Health Network to provide reasonable accommodations to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management.

Other Job Characteristics

• Staffing requirements, including criteria that staff have diverse disciplinary backgrounds, have necessary State required license and accreditation, and are culturally and linguistically trained to serve the needs of the clinic's patient population.
• Credentialed, certified, and licensed professionals with adequate training in person-centered, family-centered, trauma informed, culturally competent and recovery-oriented care.
• Responsible for leading and implementing the EHN common purpose and service framework to continuously provide exceptional care to all constituents.

Note: This Class Description does not constitute an employment agreement between Emergence Health Network and an employee and is subject to change by the Emergence Health Network as its needs change.