Position Summary:
The Rapid Rehousing Team Lead provides direct supervision, coaching, and operational oversight for Rapid Rehousing Case Managers. This role is responsible for ensuring the team maintains strong performance in housing placement, documentation, and housing stability outcomes. The Team Lead oversees housing-focused case management practices, ensures compliance with program and funding requirements, and maintains data quality across systems, including HMIS and Salesforce. This role includes conducting file audits, monitoring documentation, and ensuring alignment between case notes, service plans, financial records, and staff activity. This position is primarily supervisory and does not carry a full caseload. A limited caseload may be assigned as needed to support program operations. Responsibilities, assignments, and work activities may shift based on program and organizational needs.
Essential Duties and Responsibilities:
Staff Supervision and Performance Management
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Provide direct supervision, coaching, and support to Rapid Rehousing Case Managers
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Monitor staff performance, caseload activity, and housing placement progress
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Hold staff accountable for accuracy, timeliness, and completeness of documentation and service delivery
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Provide feedback and implement corrective or disciplinary action when standards are not met
Program Oversight and Housing Operations:
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Oversee daily team operations and ensure consistent service delivery across housing-focused case management
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Monitor housing search, placement, and move-in processes, including coordination of financial assistance and required documentation
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Identify and address barriers to housing placement and client stability
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Adjust staff assignments and priorities based on program needs
Documentation, Compliance, and Audit Oversight
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Conduct bi-monthly file audits of at least 10% of charts in alignment with CQI standards
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Review documentation across systems, including HMIS and Salesforce, to ensure accuracy, completeness, and alignment with services delivered
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Ensure case notes, service plans, financial assistance records, and mileage logs reflect actual client activity
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Monitor field-based work to ensure reported activity is supported by documentation and appropriate verification methods
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Identify discrepancies or patterns of concern and implement corrective action or escalate as needed
Cross-Team Support and Operational Coverage
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Provide support to other Outreach & Emergency Services teams as needed to maintain continuity of operations
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Step in to review and approve vouchers and documentation during staff absences or vacancies
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Support field-based operations, including outreach, as required
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Maintain flexibility in schedule, including non-traditional hours, based on program and client needs
This role serves individuals across a wide range of experiences, including those with serious and persistent mental illness, elderly individuals, people experiencing chronic or literal homelessness, disabled veterans, individuals living with HIV/AIDS, members of the LGBTQ community, survivors of human trafficking, and the working poor.
The Team Lead ensures staff engage all clients with professionalism, respect, and a commitment to equitable service delivery while maintaining effective relationships with community partners and service providers.
Core Competencies:
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Ability to lead and support staff in a fast-paced, dynamic environment
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Demonstrates cultural humility and ability to work effectively with diverse populations
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Ability to hold staff accountable while maintaining a supportive team environment
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Strong interpersonal communication skills, including active listening and direct feedback
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Strong organizational skills and ability to manage competing priorities
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Sound judgment and decision-making in complex or high-pressure situations
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Ability to partner with Program Manager in decision-making, problem-solving, and operational direction
Technical and Applied Skills:
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Strong written and verbal communication skills
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Ability to review, analyze, and ensure accuracy of documentation across systems (HMIS, Salesforce, and supporting records)
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Ability to apply de-escalation and crisis response techniques as needed
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Strong problem-solving and critical thinking skills
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Proficiency in Microsoft Office 365 and ability to learn and utilize data systems effectively
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Knowledge of community resources, public benefits, and housing systems
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Understanding of documentation standards, compliance requirements, and client confidentiality
Level of Responsibility:
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Supervise and support assigned staff, including performance management and accountability
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Monitor service delivery, documentation quality, and housing outcomes across the team
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Conduct file audits and ensure compliance with program and funding requirements
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Coordinate team operations and respond to day-to-day program needs
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Apply independent judgment in decision-making and escalate issues as appropriate
Qualifications
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Bachelor’s degree required
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Degree in Social Work, Psychology, or a related field preferred; advanced degree (MSW, MA) or relevant licensure strongly preferred
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Minimum of two (2) years of experience working with individuals experiencing homelessness or other vulnerable populations, or an equivalent combination of education and experience
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Prior supervisory or leadership experience preferred
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Experience in rapid rehousing, case management, or housing-focused services preferred
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Knowledge of community resources, housing systems, and service delivery required
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Valid driver’s license with an insurable driving record required
