Client Services Team Lead

The Client Services Lead provides advanced programmatic support within the housing services program and serves as a senior resource for Housing Specialists. This role supports day‑to‑day service delivery, promotes compliance with program requirements, and assists with quality assurance and staff development initiatives. The Lead works closely with the Client Services Supervisor to model best practices, support complex cases, and ensure high-quality client outcomes.

Duties and Responsibilities

• Serve as a lead resource for Housing Specialists by providing guidance, technical assistance, and support in daily service delivery
• Support the Client Services Supervisor in monitoring caseloads and service outcomes to ensure program goals and client needs are met
• Provide informal coaching, mentoring, and on-the-job training to Housing Specialists to reinforce program standards and best practices
• Assist with onboarding and training of new staff members
• Support compliance with all program requirements, including documentation standards, data entry, reporting, and funding guidelines
• Participate in case reviews and provide guidance on complex or escalated client cases
• Assist with quality assurance efforts, including file audits, service reviews, and continuous improvement initiatives
• Collaborate with the Client Services Supervisor to identify staff training needs and process improvement opportunities
• Serve as a liaison between Housing Specialists and the Client Services Supervisor by communicating trends, challenges, and operational needs
• Participate in team meetings and interdepartmental coordination to support integrated client services
• Stay informed on relevant housing policies, local resources, and best practices in service delivery
• Perform other duties as assigned to support program operations

Qualifications

• High school diploma or equivalent required; associate’s or bachelor’s degree in Social Work, Human Services, or a related field strongly preferred
• Minimum of three (3) years of experience in social services or housing programs
• Prior leadership experience (formal or informal) such as mentoring, training, or lead responsibilities strongly preferred
• Must possess Rent Calculation Certification
• Strong understanding of housing systems, client‑centered service delivery, and compliance requirements
• Excellent communication, organizational, and problem‑solving skills
• Ability to manage multiple priorities in a fast‑paced environment
• Proficiency with case management systems and Microsoft Office Suite
• Demonstrated ability to work effectively with diverse populations and communities