Team Lead, ICM - Homeless Services

About the role

Join Eliot - A Place to Belong, Grow, and Inspire Change

At Eliot, your work has purpose. You'll be part of a compassionate, mission-driven team committed to resilience, empowerment, and lasting change. We foster an inclusive workplace where all backgrounds and perspectives are valued, creating a culture of belonging and professional growth.

Benefits at Eliot

We prioritize your well-being, work-life balance, and career growth. Benefit eligible positions include:

• Generous Paid Time Off - Vacation, sick time, and paid holidays
• Comprehensive Benefits - Medical, dental, and vision plans
• Retirement Savings - 401(k) with employer match
• Wellness & Family Support - Discounted fitness services and access to trusted childcare resources
• Financial Security - 100% company-paid life and accidental death insurance
• Professional Growth - Ongoing training, career advancement programs, tuition reimbursement, and leadership development

Eliot's Homeless Services Division is seeking a dedicated Team Lead to join our Intensive Case Management (ICM) Team which offers a wide range of services, including outreach, case management, mental health treatment, housing assistance, and referrals to other resources for adults with substance use disorders, including those with co-occurring serious mental health diagnosis.

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.

Additional information

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

Schedule: Monday-Friday, 9am-5pm

Annual Salary $80,000 - $85,000 USD

At Eliot, we are committed to supporting you at every stage of your career, providing opportunities for growth, purpose, and community. We foster belonging in the workplace by identifying and removing barriers that may prevent individuals of all backgrounds from reaching their full potential, advancing into leadership roles, and fully engaging at all levels of the organization.

Apply today and make a difference.