Team Lead, ICM - Homeless Services

The ideal candidate is a compassionate, hands-on leader experienced in homeless services or community-based case management, including one year in a supervisory role. Grounded in trauma-informed care, you thrive in field-based outreach across Boston, coaching staff, overseeing crisis response, and managing a caseload to help adults facing homelessness, substance use disorders, and co-occurring mental health conditions achieve housing stability. A valid driver's license and reliable transportation are required.

Responsibilities

• Carry an active caseload, actively engaging individuals through intensive case management, housing navigation, and direct field-based outreach in community and street settings.
• Provide direct supervision and coaching to team members in both the office and the field. Model and teach evidence-based engagement strategies, trauma-informed care, non-judgmental care, and motivational interviewing.
• Oversee staff response to acute client crises, overdoses, and medical emergencies using de-escalation and safety protocols to avoid unnecessary hospitalizations or arrests.
• Ensure accurate, timely documentation of all outreach attempts, direct contacts, service linkages, and referrals. Oversee team data entry into required electronic record systems to meet contractual standards.
• Oversee team field schedules to maintain high-frequency client contact expectations (minimum 2-3 contact attempts weekly per client).
• Foster a trauma-informed team culture that promotes hope, empowerment, and the use of recovery-based, non-stigmatizing language.
• Coordinate with emergency departments, inpatient detox, and crisis units for discharge planning and rapid post-event follow-up.
• Assist leadership with onboarding, training, assessing staff needs, and conducting annual performance evaluations.

Qualifications

• Requires a Bachelor's degree in social work, psychology, counseling, human services, or a closely related field (Master's degree preferred; non-clinical track).
• At least two years of experience in homeless services, housing navigation, outreach, or community-based case management, with at least one year in a supervisory or team lead capacity.
• Demonstrated knowledge of consumer recovery, homelessness, homeless service systems, pathways to permanent housing, dual diagnosis, motivational interviewing, harm reduction, and evidence-based practices.
• Strong leadership skills to provide non-clinical case management guidance and field support.
• Must have skills to establish supportive relationships with persons with severe and persistent mental illnesses, substance use disorders, and complex medical needs, maintaining respect for their preferences for care and recovery.
• Ability to develop and maintain satisfactory working relationships with a variety of employees, state/local authorities, healthcare networks, and community service providers.
• Must have a valid driver's license and reliable transportation to and from work and for the transportation of clients to and from appointments and activities as needed.

Location: Outreach Community based work in Boston, including Dorchester, Roxbury, Mass and Cass area, Downtown, South Station.

Schedule: Monday-Friday, 9am-5pm