Salary Range: $60, 000 - $72, 000

$3, 000 Sign-on Bonus!

Schedule: Monday - Friday; 8: 00 am - 4: 30 pm

Primary Location: 1400 W Greenleaf Ave. Chicago IL 60626

Job Summary

The Drop-In Center Team Leader is responsible for the day-to-day leadership, structure, and performance of a low-barrier, recovery-oriented environment serving individuals with mental health and co-occurring needs. This role ensures that services are not only delivered, but delivered with consistency, quality, and alignment to program and organizational expectations.

The Team Leader oversees milieu management, staff performance, and operational flow while actively shaping a culture that prioritizes engagement, safety, and recovery. This includes providing real-time coaching to staff, reinforcing expectations, and addressing challenges as they arise to maintain a structured and welcoming environment. This position holds direct responsibility for ensuring staff are meeting service expectations, including documentation standards and direct service targets, while also maintaining their own direct service requirements.

The Team Leader also ensures that core program functions are operating effectively, including consistent group programming, monthly client orientations, and active client engagement throughout the Drop-In Center. They are responsible for maintaining oversight of supplies, food inventory, and overall environment readiness to support daily operations.

In partnership with leadership, this role supports grant compliance and program deliverables, ensuring services align with funding expectations and reporting requirements. The Team Leader contributes to onboarding and training processes specific to the Drop-In Center, ensuring new staff are prepared to work within a peer-led, recovery-oriented environment. Through strong leadership, clear expectations, and ongoing staff development, the Team Leader directly contributes to improved client outcomes, staff engagement, and the overall effectiveness of the Drop-In Center as a key component of Trilogy’s continuum of care.

Leadership Expectations within Trilogy

In addition to program-specific responsibilities, the Drop-In Center Team Leader functions as a leader within Trilogy and is expected to model the organization’s commitment to recovery oriented, person-centered care. This includes demonstrating alignment with Trilogy’s mission, vision, and values through daily leadership, decision-making, and staff support. The Team Leader is expected to actively contribute to agency-wide initiatives, including participation in workgroups, support of the Client Advisory Council (CAC), and engagement in Trilogy sponsored events. This role requires consistent visibility as a leader who promotes accountability, collaboration, and service excellence across the organization. The Team Leader reinforces expectations related to CCBHC and CARF standards, documentation integrity, and quality service delivery, ensuring that staff understand their role within a larger system of care. They are responsible for encouraging staff participation in organizational efforts, modeling professional communication, and maintaining a strong connection between program operations and broader agency priorities.

Responsibilities

Milieu Leadership and Environment Management

• Maintain a structured, safe, and welcoming environment throughout all hours of operation
• Monitor the floor in real time to address behavioral concerns, disengagement, or environmental disruptions
• Intervene early to prevent escalation and support staff in managing complex situations
• Ensure expectations for client behavior and participation are clearly communicated and upheld
• Create consistency in how rules, boundaries, and expectations are applied across staff

Staff Supervision and Development

• Provide ongoing coaching, feedback, and supervision to assigned staff and interns
• Address performance concerns in real time and implement corrective action when needed
• Reinforce professional boundaries, role clarity, and expectations for peer support work
• Support staff in developing engagement strategies, de-escalation skills, and group facilitation
• Assist staff in obtaining and maintaining CRSS or CPRS certification, including tracking progress and providing support
• Ensure staff meet direct service expectations and develop individualized improvement plans when targets are not met
• Promote accountability while maintaining a supportive, growth-oriented, and peer-led team culture

Service Quality and Documentation Oversight

• Ensure services are delivered consistently and reflect program expectations
• Monitor documentation for accuracy, timeliness, and alignment with services provided
• Reinforce staff ability to communicate effectively in written and verbal formats, including clear and timely documentation
• Identify gaps between documented services and actual engagement on the floor
• Reinforce documentation as a reflection of meaningful service delivery, not a task to complete
• Collaborate with leadership and QA to improve service quality and compliance

Operations and Coverage Management

• Ensure appropriate staffing coverage across all shifts, including coordination with PRN staff
• Manage daily operations, including programming flow, staff assignments, and environment setup
• Anticipate and address operational challenges before they impact service delivery
• Ensure monthly client orientations are completed consistently
• Oversee inventory of supplies and client food, ensuring availability and organization
• Support onboarding and training of new staff specific to the Drop-In Center model
• Participate in planning and ensuring the Drop-In Center onboarding process is followed beyond agency new staff orientation
• Maintain communication across teams to support continuity of care

Culture and Engagement

• Shape a culture that balances flexibility with structure in a low-barrier, peer-led environment
• Reinforce engagement as an active process, ensuring staff are interacting with clients and not remaining passive
• Ensure Drop-In Center groups are consistently running and meeting expectations for participation and quality
• Address inconsistencies in staff approach that impact client experience
• Promote meaningful programming that reflects client interests and recovery goals
• Support and encourage staff participation in Trilogy-sponsored events and initiatives
• Support involvement in the Client Advisory Council (CAC) and incorporate client voice into program improvements
• Plan and lead monthly team meetings to reinforce expectations, provide updates, and support team development
• Coordinate and support quarterly team-building activities to strengthen team cohesion and morale

Collaboration and System Navigation

• Partner with internal programs to support referrals, coordination, and continuity of care
• Support clients in navigating services beyond the Drop-In Center when appropriate
• Communicate program needs, trends, and challenges to leadership
• Contribute to program development and continuous improvement efforts
• Ensure alignment with grant expectations, including participation in required activities and deliverables in collaboration with leadership

Technology and Administrative Competence

• Utilize Microsoft Office applications, including Outlook and Teams, to manage communication, scheduling, and team coordination
• Demonstrate comfort with electronic health records and task management systems (e.g., Carelogic, Microsoft Planner or similar tools)
• Maintain organized communication, timely responses, and effective coordination across platforms
• Support staff in using systems effectively to complete documentation, track tasks, and manage workflows

Direct Service Responsibilities

• Maintain assigned direct service expectations while balancing leadership responsibilities
• Model effective client engagement, de-escalation, and peer support practices on the floor
• Provide direct support to clients as needed to maintain safety, engagement, and continuity of care

Qualifications

• Must meet one of the following minimum requirements:
  • Bachelor’s degree in counseling and guidance, rehabilitation counseling, social work, education, vocational counseling, psychology, pastoral counseling, family therapy, or a related human service field
  • Bachelor’s degree in a non-related field with at least two years of supervised clinical experience in a mental health setting
  • Licensed Practical Nurse (LPN) under the Illinois Nurse Practice Act [225 ILCS 65]
  • Certificate of Psychiatric Rehabilitation from a DHS-approved program, plus a high school diploma or GED and at least two years of experience in a mental health setting
  • Family Partnership Professional (FPP) certification in good standing with IAODAPCA
  • Occupational Therapy Assistant (OTA) licensed under the Illinois Occupational Therapy
  • Practice Act [225 ILCS 75] with at least one year of experience in a mental health setting
  • High school diploma or GED with at least five years of supervised clinical experience in a mental health setting
• CRSS or CPRS certification required at time of hire or must be obtained within 3 months of hire
• Valid Illinois driver’s license required
• Demonstrated experience working with individuals with mental health and/or substance use needs preferred
• Experience in community-based or recovery-oriented services preferred
• IM+CANS certification preferred; must obtain within 30 days of hire if required for the role
• Ability to work in a fast-paced, team-based environment requiring strong organization, adaptability, and consistent follow-through

Strategic Contribution Indicators of Success

Optimize Client Outcomes

Clients are actively engaged in the Drop-In Center and demonstrate increased participation in services, programming, and supports. The environment consistently promotes stabilization, connection, and movement toward individualized recovery goals.

Drive Employee Engagement and Retention

Staff demonstrate clarity in their roles, consistency in expectations, and increased confidence in managing the environment. The Team Leader fosters a culture where staff feel supported, developed, and held accountable for performance.

Strengthen Systems and Processes

Daily operations are implemented consistently across shifts, reducing variability in service delivery. Expectations are clearly translated into practice, and gaps between policy and implementation are identified and addressed in real time.

Advance Culturally and Linguistically Appropriate Services (CLAS)

The Drop-In Center environment reflects inclusivity, respect, and responsiveness to diverse identities and lived experiences. Staff interactions and program structure support equitable access, engagement, and participation for all clients.

Working Conditions

Active, on-site presence in a fast-paced Drop-In Center environment

Requires frequent standing, walking, and continuous engagement with clients and staff throughout the shift

Ability to respond to behavioral and environmental challenges

Must be able to remain calm, make real-time decisions, and effectively manage crisis situations, including verbal escalation, emotional distress, or behavioral disruptions

Exposure to high-need and complex client situations

Regular interaction with individuals experiencing mental health symptoms, substance use, trauma-related behaviors, and varying levels of emotional regulation

Flexible and dynamic work environment

Workdays may vary in pace and intensity, requiring adaptability, problem-solving, and consistent visibility as a leader on the floor

Schedule flexibility

May require evenings, weekends, or holiday coverage based on program needs and staffing coverage

Participation in meetings, trainings, and program-related activities

Includes regular attendance at team meetings, required trainings, and occasional off-site or agency-wide events

Physical and environmental demands

May involve moving throughout the space frequently, managing shared environments, and occasional lifting or movement of supplies or program materials

Benefits

• FREE Virtual Primary Care, Urgent Care, and Mental Health Counseling for ALL Employees
• PAID Maternity/Paternity leave
• Medical Insurance (BCBS of IL)
• Dental Insurance
• Vision Insurance
• Life Insurance
• Long-Term & Short-Term Disability
• Pet Insurance
• FSA (Health, Dependent Care, Transit)
• Telemedicine
• EAP
• 403(b) Retirement Plan with Employer Match

Equal Opportunity Employer
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