Team Leader - Outreach & Intake

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Position Overview

SCOPE OF ROLE:

S:US provides high-quality, person-centered Rapid Re-Housing and Homeless Prevention services to low-income veteran households who are unhoused or experiencing housing instability. The S:US Supportive Services for Veteran Families Team Leader serves a key role in leading our Outreach/Intake efforts and the delivery of Housing First-oriented supports to participants in the program. They are responsible for the management and oversight of the Outreach and Intake Specialists and related staff.  The Team Leader –Outreach & Intake ensures seamless daily operations of the SSVF program’s outreach services, ensuring prompt enrollment of all participants eligible for services and expansive outreach across all five boroughs of New York City.

 This candidate will foster internal and external relationships with key stakeholders while demonstrating a strong understanding of the organization’s mission and core values.  The position requires exemplary leadership and organizational skills including excellent verbal and written communication. The Team Leader must be committed to the Housing First philosophy of SSVF and ensure that the program’s services operate with the utmost level of integrity. The Team Leader also reinforces utilization of best-practices in service provision and strong adherence to practice standards for Rapid Re-housing and Homeless Prevention services.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• • Leads staff in daily operations of SSVF outreach and engagement services.
  • Oversees the review, referral and enrollment process of the SSVF program.
  • Maintains strong partnerships with referring agencies and personnel.
  • Supports program implementation efforts across the full SSVF service region (NYC and Long Island).
  • Collaborates effectively with the local Continuum of Care and referring agencies, partner agencies and service providers.
  • Partners with programs to improve the efficiency and quality of the delivery of services.
  • Provides regular feedback to rest of management team and liaise with stakeholders regarding
  • Coordinates with other community resources to ensure referral and linkage of all persons found ineligible for S:US services.
  • Develops Outreach & Intake team schedules, assignments, target dates and other aspects of assigned work.
  • Sets deadlines, assigns responsibilities, and monitors and summarizes progress of assignments.
  • Creates and delivers appropriate documentation, workflows, reports as needed.
  • Provides program and professional supervision and works with staff to address areas of improvement and opportunities for professional development.
  • Coordinates team meetings.
  • Monitors outcomes and delivery of core supportive services and referrals (e.g., Rapid Resolution, mediation to prevent eviction, Progressive Engagement Model, initial screening for essential services such as legal aid, healthcare navigation, etc.).
  • Regularly reviews charts, AWARDS, and other records/systems, helping to ensure that the program follows the rules and regulations of licensing and funding agencies, and in accordance with organizational policies and procedures.
  • Supports timely and accurate documentation of services, ensuring all staff enter notes into HMIS in a timely manner.
  • Works alongside staff as needed for compliance/quality improvement measures for seamless service delivery.
  • Assists with accreditation reviews, monitoring visits and program audits.
  • Facilitates the Outreach & Intake team’s completion of all required trainings and orientation of new staff.
  • Contributes to the development of program policies and procedures to ensure effective and efficient delivery of services.
  • Incorporates the use of best practices for ongoing quality improvement of the S:US SSVF program.
  • Prioritizes and manages multiple projects simultaneously and following through on issues in a timely manner.
  • Responds to participant and stakeholder needs promptly, accurately and with courtesy and respect.
  • Models appropriate behavior and represent the organization in a positive and appropriate manner.
  • Promotes the SSVF Housing First model of service delivery, especially for people who present with highest barriers to accessing and maintaining permanent housing.
  • Facilitate team meetings, manage agendas and meeting recaps to ensure all team tasks and goals are being accomplished as expected.
  • Effectively communicates with the Veterans Services team by providing constructive feedback to Veterans Services staff regarding Outreach and Intake procedures.
  • Provides leadership for the team, especially training, supervision and guidance on documentation standards, as directed by Division leadership.
  • Assists in the implementation and development of best practices in the field.
  • Monitors and provides weekly updates about progress toward enrollment targets.
  • Addresses barriers to prompt program enrollment, ensuring eligibility criteria are met without creating undue burden or unnecessary stress on persons being screened for services.
  • Engage in Outreach and Intake, providing direct support to enroll cases, as needed, in accordance with agency and SSVF standards.
  • Complete HMIS data updates and other documentation, reports and tasks as needed.
  • Conducts comprehensive assessments of veterans/veteran families’ needs.
  • Advocates for veterans/veteran families at service providers and agencies in the community.
  • Available for after-hours crisis response as needed.
  • Deliver high-quality customer services to all stakeholders.
  • Conducts fieldwork up to 50% of the work week; available for in-office work daily/as needed.
  • Adapts and improved service models to be responsive to a changing environment and individualized needs/goals of the veteran families we serve.
  • Participate in program/division management meetings as needed and facilitates staff meetings, case conferences, COC/partners meetings as appropriate.
  • Confirms services are delivered in accordance with agency culture, mission, vision and values and SSVF program guide/grant agreement.
  • Assist with accreditation reviews, monitoring visits and program audits.
  • Enforces corporate compliance protocols, S:US employee policies, procedures, protocols, and incident management policies, procedures and protocols.
  • Coordinates SSVF operations as part of the Veterans Services management team.
  • Responds to stakeholder needs promptly, accurately and with courtesy and respect. Models appropriate behavior and represents the organization in a positive and appropriate manner.
  • Provides leadership for the team, especially training, supervision, problem-solving for difficult or stagnant cases, and guidance on documentation standards, as directed by Division leadership.
  • Remains current and updated on new regulations, policies, industry trends, and best practices.
  • Represents the agency and programs and in a professional manner to funders, consumers, potential consumers, referring agencies, network members, etc.

Qualifications

REQUIRED EDUCATION AND EXPERIENCE

• Bachelor’s Degree Required.
• Minimum of 4 years of professional experience, including at least 2  years of managerial experience in a professional function
• Effective written and oral communication skills.

PREFERRED QUALIFICATIONS & SKILLS

• Leadership capability to manage, coach, and develop program staff and managers.
• Qualified applicants will have a demonstrated ability to develop and manage relationships with funders, partners and within the service community.
• Staff member will be expected to work across all five boroughs of NYC and be flexible with field work, emergency response and scheduling to meet the needs to program and people served.

Company Overview

S:US IS AN EQUAL OPPORTUNITY EMPLOYER

Join a team of employees who cares about the wellbeing of others. We’re proud to offer a comprehensive benefits package designed to support your wellbeing and development. From health and wellness resources to generous PTO, professional development, and more, explore all that we offer on our Benefits Page and see how S:US invests in you.

We believe in fostering a culture built on our core values:  respect, integrity, support, maximizing individual potential and continuous quality improvement. 

S:US is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. S:US is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities, including allowance of the use of services animals. To request reasonable accommodation or if you believe such a request was improperly handled or denied, contact the Leave Team at MyMedicalLeave@sus.org.

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