This position leads day-to-day operations of the Street Outreach program to ensure effective engagement, safety, and support for clients experiencing homelessness. This role provides direct supervision, program management, data oversight, safety leadership, and coordination with other departments and community contacts. The position requires significant field presence, adaptability to emerging needs, and the ability to support staff working in high stress environments.

Responsibilities:

Operates within the DuPage Pads Core Values, including providing trauma-informed care.

Supervision of Staff

• Manages the operations of the street outreach department.
• Provides direct supervision to staff 1:1 weekly to ensure staff and client needs are supported, including addressing performance and productivity, safety, and client interventions.
• Ensures access policies and procedures are adhered to by staff and clients
• Manages team schedules and ensures comprehensive coverage.
• Distributes and disseminates information and materials to staff.
• Alerts staff and management to client and programmatic issues.
• Supervises team meetings in coordination with Access Services Supervisor with staff to review announcements and plan for meeting client needs.
• Provides support and direction to staff on core concepts and best practices in housing, case management, and individualized care.
• Quickly and fairly address employee performance and/or behavioral issues.
• Assists staff with tracking and development of client goal plans, assessments, as well as completion or coordination of completion of other required forms.
• Provides front line assistance to staff with incident reporting and crisis intervention.
• Participates in client staffing / supervision and team meetings/ agency meetings and required training.
• Provides coverage for other supervisors during absences or as needed.

Administration/Program Management

• Maintains a low-barrier, safe, and supportive environment for clients
• Ensures agency van is appropriately stocked for program needs, safely and effectively used for outreach activities, and that any needs are reported to agency leadership
• Manages the assessment and intake of clients into the street outreach program
• Participates in connecting clients to needed resources in/outside the agency
• Attends outreach appointments in the field and the office
• Collaborates with the other agency supervisors on client service plans and make necessary recommendations for client care
• Assists in conducting / coordinating external and internal audits.
• Collects and provides data and outcomes as requested for shelter program
• Assist with recruiting, hiring, onboarding, evaluation, and development to ensure quality individual staff and strong team.
• Ensures productivity and efficiency through scheduling, timekeeping, review and monitoring of timecards, timely submission by staff of expenses.
• Acts as a liaison between staff, community resources, and clients.
• Manages client cases directly as needed.
• Other duties and special projects as assigned by supervisor.

Field Safety, Risk Management & Crisis Response

• Develop, communicate, and reinforce safety protocols for field-based outreach in encampments, public spaces, and unpredictable environments.
• Conduct safety debriefings and review critical incidents with staff to support learning and improvement.
• Provide on call or emergent field support as needed to ensure staff safety.

1. Guide staff in mandated reporting, emergency procedures, and de-escalation strategies.

Knowledge, Skills and Abilities:

1. Excellent engagement and interpersonal skills
2. Effective written and oral communication skills
3. Strong organizational skills with attention to detail
4. Effective supervisory and leadership skills
5. Effective crisis intervention skills
6. Knowledge of issues related to homelessness, poverty, mental health, and substance use
7. Knowledge of cultural differences and equity issues.
8. Ability to think conceptually, be creative, plan, and analyze work
9. Ability to work independently and work as part of a team
10. Ability to maintain accurate records in compliance with applicable regulations and standards
11. Computer literacy in Microsoft Word and Excel

Qualifications:

1. Bachelor’s degree in a human services field OR 2+ years of relevant experience.
2. Experience in street outreach, case management, or other human services.
3. Training, certification, or licensure in mental health, substance use, evidence-based practices preferred
4. Supervisory or leadership experience preferred.
5. CPR/First Aid, Narcan, and de-escalation training preferred (or ability to obtain within 365 days)

Other:

1. Ability to work outdoors in varying weather conditions throughout the year.
2. Ability to walk long distances and navigate uneven terrain (e.g., encampments, wooded areas).
3. Comfort working with individuals in crisis or unpredictable circumstances.
4. Flexible availability required.
5. Be able to lift 50 pounds.
6. Provide own transportation, possess a valid Illinois Driver’s License.

Classification Status: Exempt Full-time