Resident Services Team Lead

This is a role for someone who believes stable housing changes everything. As Resident Services Team Lead, you'll carry a caseload of up to 25 residents — formerly unhoused adults now living in supportive housing — and provide the case management, crisis intervention, and day-to-day guidance that turns a new apartment into a permanent home. You'll operate within a Housing First, Harm Reduction framework and serve as both a direct services provider and a collaborative leader for on-site Resident Services Counselors.

What you'll do

Conduct comprehensive assessments, build individualized service plans, and manage follow-through on referrals and documentation for your caseload.

Provide crisis intervention, de-escalation, and conflict resolution — stepping in when residents need real-time support.

Accompany residents to community-based appointments and connect them with the right resources at the right time.

Mentor and collaborate with on-site Resident Services Counselors, helping coordinate services across departments and building a strong team culture.

Champion housing retention — equipping residents with strategies and tools to stay stably housed long-term.

Support community-building activities, facilitate monthly resident meetings, and contribute to resident empowerment initiatives.

Partner with the Resident Services Manager on Housing Operations coordination, administrative support, and organizational initiatives.

Who you are

At least 2 years of direct experience working with formerly homeless or currently unhoused individuals, including those navigating substance use, mental health challenges, or disability.

At least 1 year providing case management and crisis intervention services.

Solid grounding in Housing First, Harm Reduction, trauma-informed care, and motivational interviewing frameworks.

A bachelor's degree in social work, psychology, or a related behavioral science; a master's degree or social service certification (CAADAC, CCAPP, or similar) is strongly preferred.

Familiarity with Bay Area community resources and service programs, and comfort with data systems such as Salesforce or similar platforms.

A genuine commitment to social justice and resident advocacy — not just as a professional value, but as a personal one.

Bilingual fluency in Spanish, Mandarin, Cantonese, or Russian is a meaningful plus and welcomed warmly.