Outreach Team Lead

COVENANT HOUSE NEW ORLEANS•New Orleans, LA

4d•$40,000

About The Position

In keeping with the Mission Statement and Principles of Covenant House New Orleans, the Outreach Team Lead supports CHNO’s Outreach & Aftercare operations by overseeing the day to day operations of the Outreach team. This position ensures that the team delivers high quality, trauma informed care and provides youth with the support and resources needed. The Outreach Team Lead will support the facilitation of leading trauma informed, youth centered engagement, providing coaching and performance monitoring to outreach and aftercare staff, and serving as direct support to the Director of Youth Support Services in ensuring high quality service delivery. This role includes field based engagement, care coordination, advocacy, documentation oversight, and partnership development. Due to the nature of outreach and crisis responsive work, the position requires flexibility and may include some evenings, nights, weekends, and holidays as needed.

Requirements

Bachelor’s degree in Social Work, Psychology, Human Services, or a related field or equivalent experience below required.
Three (3) years of experience in youth homelessness services, case management, or related social services field, with at least (one) 1 year in a supervisory role required.
The following equivalencies are acceptable in lieu of the abovementioned undergraduate or graduate degree and/or years of professional experience requirements: Three (3) years/ninety (90) credits of college completed AND four (4) years of experience in case management or social services; OR Associate's degree or two (2) years/sixty (60) hours of college completed AND six (6) years of experience in case management or social services; OR One (1) year/thirty (30) credits of college completed AND eight (8) years of experience in case management or social services; OR Ten (10) years of experience in case management or social services.
Strong understanding of trauma informed care and its application to working with youth who have experienced homelessness, abuse, or other forms of trauma.
Proven experience in managing and mentoring staff, providing constructive feedback, and fostering professional development.
Knowledge of youth development, crisis intervention, and behavioral management strategies.
Excellent communication skills, including the ability to engage youth, families, and staff in open, respectful dialogue.
Ability to work collaboratively with a multidisciplinary team, as well as external partners and community resources.
Experience with case management software (e.g., HMIS, ETO) and proficiency in Microsoft Office Suite.
Strong organizational and time management skills, with the ability to handle multiple priorities in a fast paced environment.
Ability to work with individuals from diverse backgrounds and provide culturally competent services.
Ability to work flexible hours, including evenings and weekends, as required.
Valid driver’s license is required.
Strong interpersonal and communication skills, with the ability to interact with youth, staff, and visitors in a respectful and compassionate manner.
Ability to remain calm and composed in high pressure or emergency situations.
Knowledge of trauma informed care practices and a commitment to supporting the emotional wellbeing of youth.
Strong conflict resolution and deescalation skills.
Ability to work independently and as part of a team.
Ability to patrol the premises and respond quickly to emergencies when necessary.

Responsibilities

TEAM LEADERSHIP & STAFF DEVELOPMENT: Provide consistent coaching, guidance, and performance monitoring to Outreach and Aftercare team members.
Hold regular 1:1s with outreach team members and team huddles to review youth needs, program trends, barriers, and strengths.
Serve as direct support to the Director of Youth Support Services, helping identify training needs, workflow improvements, and service enhancements.
Provide guidance to staff in the implementation of trauma informed care practices and ensure they model a strengths based approach in their work with youth.
Ensure staff interactions with youth and colleagues reflect a commitment to dignity and respectful communication.
Address performance concerns, integrity and alignment with CHNO’s chain of command and accountability standards.
Street Outreach, Aftercare, &Youth Engagement: Engage youth through van and foot outreach; provide basic needs support.
Offer safety assessments, crisis intervention, and navigation to CHNO and partner services.
Assist with the development and delivery of services that focus on engaging youth and crisis intervention.
Provide support to youth in their transition from shelter services to permanent housing, employment, education, and life skills.
Conduct aftercare follow up with residents transitioning to stable housing every thirty (30) days up to one year.
Support residential transportation needs when necessary.
Foster relationships with youth in a nonjudgmental and empathetic manner, ensuring their voices are heard, respected, and incorporated into their case plans.
Participate in community outreach deployments and partnerships, as scheduled.
Training and Professional Development: Assist with the implementation of training programs for Outreach Specialists on trauma informed care, youth development, case management support best practices, and other relevant topics.
Promote continuous learning opportunities for staff to stay informed about best practices in youth homelessness, mental health, and trauma recovery.
Support staff in developing habits that promote emotional resilience and balance in response to the demands of the role to prevent staff burnout and ensure staff members have the tools and resources they need to succeed in their roles.
Collaboration and Coordination: Collaborate with other CHNO staff and community partners, including case managers and programmatic support staff to ensure that youth receive comprehensive and coordinated services.
Participate in citywide outreach coordination systems (e.g., UNITY), joint operations, and youth homelessness coalitions.
Program Development and Evaluation: Assist in the implementation of new programs or initiatives that address the evolving needs of youth experiencing homelessness.
Participate in regular evaluations of program performance, including the development of reports on outcomes, successes, and areas for improvement.
Ensure compliance with program guidelines, regulatory requirements, and funding specifications, particularly in relation to trauma informed care and case management practices, as directed by the Director of Youth Support Services.
Documentation and Reporting: Ensure accurate HMIS/ETO entries for outreach contacts, case notes, referrals, and incidents.
Support audits, quality assurance, and continuous improvement.
Prepare and submit regular reports to the Director of Youth Support Services as required.
Crisis Intervention and Support: Provide support and guidance to the Outreach Team in responding to crisis situations, including youth safety concerns, emotional distress, and behavioral challenges.
Model compassionate leadership in high stress situations, ensuring youth and staff feel supported and respected by employing trauma informed deescalation techniques and ensuring that youth’s immediate needs are addressed with compassion and professionalism.
Ensure that all staff are equipped to manage challenging situations in a way that promotes safety, stability, and trust.
Promote a Trauma Informed Environment: Set the tone for trauma informed care by modeling empathetic, patient, and respectful interactions with youth, staff, and community partners.
Ensure that all Outreach activities are conducted with sensitivity to the impact of trauma, fostering a safe and supportive environment.
Encourage and facilitate an environment where youth feel empowered, valued, and respected, and where they are supported in developing the skills and confidence to achieve their goals.
Maintain a calm, nonconfrontational demeanor when addressing challenging behaviors, deescalating situations without resorting to force or punitive measures.
Respect youth privacy, autonomy, and personal boundaries while ensuring safety protocols are followed.
Recognize and respond to signs of trauma or distress in youth and intervene in a way that promotes emotional safety and stability.
Conflict Resolution & De escalation: Use effective CPI de escalation techniques to manage conflicts or behavioral concerns, ensuring a safe resolution for all involved.
Work collaboratively with Care Center staff, mental health staff, and case managers to address behavioral or emotional issues, ensuring that any actions taken are in line with trauma informed care principles.
Assist in managing challenging situations in a way that supports youths' emotional needs and minimizes further trauma or distress.
Incident Reporting & Documentation: Document all critical incidents, including disruptions, safety concerns, and emergency situations, in a clear and timely manner.
Complete detailed reports on security activities, incidents, and interventions, ensuring that information is accurately logged for future reference or review.
Follow up on incidents to ensure that appropriate actions are taken and that necessary resources are provided for youth or staff.
Maintain confidentiality and professionalism in all documentation and communication.
Emergency Response: Respond swiftly and appropriately to emergency situations, such as medical emergencies, fires, or physical altercations, while maintaining a trauma sensitive approach.
Provide immediate support to staff or youth during crisis situations, ensuring that the safety of all individuals is prioritized and that psychological and emotional support is available.
Staff Training & Support: Participate in ongoing training on trauma informed care, de escalation techniques, mental health, and other areas relevant to working with vulnerable youth populations.
Support the training and development of Outreach staff in recognizing safety issues and responding to them in a way that prioritizes the emotional and physical wellbeing of youth.
Encourage staff to engage in reflective practices and emotional regulation strategies to sustain resilience.
Participate in ongoing training, workshops, and professional development opportunities to stay informed about best practices in trauma informed care and human trafficking prevention.